Frequently Asked Questions
Last updated: October 26, 2026
Ordering & Prescriptions
Do I need a prescription?
Yes, for prescription eyewear. Your prescription must be current and issued within the last two years. You can upload a copy, enter it manually, or ask us to verify it with your eye doctor's office.
What is pupillary distance (PD), and where do I find it?
PD is the distance between the centres of your pupils, in millimetres. It tells us where to position the optical centre of each lens. It is often printed on your prescription. If it is not, ask your eye doctor's office — they will have it on file.
Can I order without a prescription?
Yes, for non-prescription sunglasses and frames.
Which states do you ship to?
We ship throughout the United States except Texas, Wisconsin, and Minnesota. We do not ship internationally.
Choosing a Frame
How do I know what size to order?
Every frame lists three measurements — lens width, bridge width, and temple length — plus a size from Extra Small to Extra Large based on lens width. The easiest method: find those numbers on the inside arm of eyeglasses you already own and match them.
What does 53-19-140 mean?
Lens width 53mm, bridge width 19mm, temple length 140mm.
How does Virtual Try-On work?
It uses your device camera to show a live preview of frames on your face. Everything is processed on your own device — nothing is recorded, saved, or sent to us. You will be asked to allow camera access before it starts, and you can decline.
I can't use Virtual Try-On. Can you help me choose?
Yes. Call or email us and we will help you pick a frame using measurements and descriptions. Virtual Try-On is visual by nature and will not suit everyone.
Lenses & Add-Ons
What lens options do you offer?
Single vision and progressive lenses in several materials, with options including anti-reflective coating, blue light filtering, Transitions, polarised, tinted, and mirrored finishes.
Can I put a prescription in sunglasses?
Yes. Choose your sunglass frame and select prescription lenses during checkout.
Shipping
How long will my order take?
Prescription eyewear is made to order. Production usually takes several business days before shipping. You will receive tracking by email once it ships.
My order arrived damaged or something is missing.
Contact us right away — there is a short reporting window for damaged or missing items, and it is separate from returns. Details are in our Shipping Policy.
Returns & Refunds
What is your return window?
Thirty (30) days from the date your order ships.
Will I get a full refund?
If your eyewear comes back in good condition — undamaged, with the original case, cloth, tags, and spray bottle — yes, on the frame. If it comes back damaged, heavily worn, or missing packaging, a 35% restocking fee applies.
Why aren't lenses refundable?
They are ground to your individual prescription and cannot be resold, so they are discarded when a return is processed.
Can I exchange instead?
Yes, for an item of equal or lesser value, under the same condition requirements.
How long do refunds take?
We process approved refunds within three to five business days. Your bank may take additional time to post it.
Warranty
Is my eyewear under warranty?
Yes. Every pair includes a free one-year manufacturer's warranty on frames and lenses covering defects in workmanship and materials, starting the day your order ships.
What is the additional warranty?
An optional one-year or two-year plan you can add at checkout. It covers replacement lenses if your doctor changes your prescription. It starts the day after your manufacturer's warranty ends — so a one-year plan gives you two years of cover in total.
Can I add it later?
No. Additional warranty can only be purchased at checkout, and cannot be added once your order is processing. One warranty applies per pair.
Does warranty cover accidents?
No. Neither warranty covers accidental damage, loss, or theft.
How do I make a claim?
There are two forms — one for the manufacturer's warranty and one for the additional warranty. Complete the right one and return it with your eyeglasses. We inspect within three to five business days and email you our decision.
Do you take vision insurance, HSA or FSA?
No. We do not accept vision insurance, and we do not accept HSA or FSA cards as payment. You can still buy prescription eyewear from us — just ask and we will provide an itemised receipt showing the frame, lenses, and options, which you can submit to your vision plan or benefits administrator yourself. Whether they reimburse you, and how much, is between you and your plan.
Privacy & Your Information
What do you do with my prescription?
We use it to make your lenses and nothing else. It is never sold, never shared with advertisers, and never used for marketing.
Do you store my Virtual Try-On data?
No. Nothing from your camera is recorded, saved, or sent to us. It is processed on your device and discarded when you close the window.
Will you text or email me marketing?
Only if you opt in, and email and SMS are separate opt-ins. Unsubscribe from any email or reply STOP to any text.
Accessibility
Is your website accessible?
We are working toward WCAG 2.1 Level AA. We are not fully there yet and say so openly in our Accessibility Statement, which lists what we are doing and what does not yet work. If something on our site is difficult to use, contact us and we will help you directly.
Contact Us
support@illusioneyewear.online — 703-597-0660 — Monday to Friday, 9:00 AM to 4:00 PM Eastern.