Help

  • Payment Methods

    PAYMENT METHODS

    Accepted payment methods

    • Credit card * (American Express is not accepted)
    • Pay Pal
    • Bank transfer
    • Promotional Coupons (from us & when period is valid)

    *For thoses under the British Pound regiment , & non - €uro currencies (eg US$), we recommend the use of the 1º option as the payment method for cards. The conversión from Euros to GBP (& non-€ currency) is facilitated. This is not the case with PayPal, for example.

    Credit Cards

    In GranOptic we accept payment via credit card with VISA and MASTERCARD. (We do not accept American Express)

    PayPal

    PayPal is the most used online payment method on the web. It is a simple and secure method of making payments.

    If you do not have a PayPal account or have any other queries on the system click on the following PayPal link.

    Bank Transfer

    If at checkout you choose this method of payment, we will send you an email which will give you the bank account number to make the transfer, when done, you only need to insert your number of order and name where it says concept.

    After the transfer, it would be appropriate to send us an email with proof of such transfer, to avoid delaying the order process.

    Promotional Coupons (Codes)

    If you have promotional coupons available, you will be able to use them in any given order, you only have to fill in the required data on the specific areas.


    ARE PAYMENTS SAFE?

    All transactions are made through secure connections with financial institutions with which we work, all of them being first level entities that guarantee all transactions.



    ANY PROBLEM WITH PAYMENT METHODS

    Data Protection Law does not allow us to access the details of the transactions, so if you are experiencing problems with any payment, best way is to contact your bank or credit card provider. 



  • About Shipping

    SHIPPING COST

    Shipping charges will be

    Spain and Portugal

    Free postage for orders above 50 €

    Shipping costs for Spain and Portugal for orders below 50 € will € 3.95

    European Union (Trade Free Area)

    Orders above 70 € shipping costs will be € 4.95

    Orders under 70€ shipping costs will be of 8.95 €

    Rest of Europe

    Orders above 70€ shipping costs will be 6,95€

    Orders above 70€ shipping costs will be 9,95€ 


    * United States

    Orders above 70 € shipping costs will be € 7.95 *

    Orders under € 70 shipping costs will be of 10.95 € *


    Rest of World

    Orders above 70€ shipping costs will be  9.95€

    Orders under 70€ shipping costs will be of 14.95 €


    * Customs


    Outside the European Union (& trade associated) some countries may have customs protocols & may apply customs duties (for example, in the US can range between 25-35US$ estimated), please check beforehand with your local authorities.  If there were costs and duties while sending the packet, these are borne by the customer. If the customer does not want to take over customs fees, GranOptic will not refund or be responsible for the package. To help lessen possible issues & possible delays, please include your telephone number & correct address details when registering (Post Office Boxes addresses are not accepted). In some occasions US Customs Authorities solicit from their citizens that they facilitate their Social Security number to release imported goods.



    WHO WILL DELIVER MY PURCHASED PRODUCTS

    All orders will be delivered to Spain by Correos and Zeleris, for the rest of Europe we use DHL International.




    HOW LONG WILL IT TAKE TO RECEIVE MY ORDER

    The shipping-delivery period for products currently in stock (with the little green truck symbol) will be between 1 - 2 working days (Europe) . For the US & Asia this period is between 4 - 7 working days.

    For products not currently in stock we have to order directly from the corresponding manufacturer. Depending on the manufacturer in question we highlight estimated dates, oscillating between 7 - 16 working days in majority of cases. * 

    *On certain occasions, when there is a high demand &/or manufacturers are out of stock, stated dates could be longer, including extending another week or more.

    In the case of  Prescription Glasses order with lenses, you have to add another 4-5 working days to the stipulated as this is the time we need to manufacturer, adjust & mount on frames.

    In any case, if there might be any change in schedule we will contact you via email.


    HOW TO KNOW MY ORDER STATUS

    You can keep track of progress via your client area. We have three states: 

    - Ordered - if when purchased we indicated we had no stock, we have to order from the manufacturer. 

    - In Process - Manufacturer : order is being handled/produced by the manufacturer. While this stage is active, we are waiting to receive it in our warehouse. 

    - Shipped - previously you will be contacted via email of the imminent dispatch. The tracking # will be available the next business day in your client area around 10.30 am.

     Any unexpected changes will be communicated via email.



  • Customer Account

    HOW TO MODIFY MY PERSONAL DATA

    You can modify any of your personal details by going to the My Account section, remember that to enter this section you must first log in with your user.


    Once in My Account, you can perform the necessary modifications.


     


    HOW TO RECOVER MY PASSWORD

    Do not worry, recovering your password is quite easy. Go to Log in and press Recover password, it will ask you for your email, please confirm that you are inserting the correct one and that is basically it, we will send you an email with the new password.


     


  • By ordering

    HOW TO MAKE MY FIRST ORDER

    The only thing you need to do is to choose the articles you need. Once chosen you must press click on buy or add to basket. If it is necessary you should fill in all the details for Prescription glasses or contact lenses. Once done, the articles will go to your basket, where you can add more items or check out.

     

    In order to buy, you will have to fill in a series of fields, only the necessary things to send you the products, and then, you must choose your desired payment method. Once this is done we will send you, in a couple of days, the products you have bought.

     


    I HAVE NOT RECEIVED A CONFIRMATION EMAIL AFTER ORDERING

    After placing an order you will automatically receive a confirmation email where you will be informed of the purchased items, as well as the shipping address provided by you where such articles will be sent.

    If you have not received this email, please go to the spam folder, as it is likely that your server automatically classified it.


    If you still can’t find it or have any questions, consult us.

     

    +44 20 3695 2334  From 10:00 to 19:00

    info@granoptic.com

     


    I MADE A MISTAKE IN MY ORDER

    If you have made a mistake and you have ordered something you didn’t want, or if you have miscalculated your prescription, or even made a mistake in any other section like personal data, address, etc…

    Don’t Worry, please contact us immediately and we will mend your mistake as soon as possible or even right there in the spot.


    +44 20 3695 2334  From 10:00 to 19:00

    info@granoptic.com


     


  • Warranties and Returns

    RETURNING THE ORDER

    You have 30 days to return the product, being that there are no defects or signs by use, and in the same exact conditions as the product/s were received (see Terms & conditions section).

    The costs of the return are borne by the client, except when there is an error from the part of Granoptic.

    In your client area you will find the return form to download, which already includes our return address. Please print, fill out correctly & place the return form inside the package with the eyeglasses, while making visible on the outside the order number. It is important that you put correctly the return to sender address & all the details.

    Returns Address : GranOptic ,  Calle Aguacate 41 Portal B3, 1º4 - 28054 Madrid  (Spain)

    We will refund you the purchase once we have received & checked for:

    - that the glasses & all the accessories (case, the box - if applicable …etc.) are in perfect state & conditions
    - does not present signs of being used
    in the case of contact lenses, the box has not been opened or manipulated
    - If these points are not adhered to, we reserve the right to partially refund or send back the product to the client.

    If the error is due to GranOptic, get in contact with us (sometimes we ask you to send us a photo to check locally the defect) via the email info.en@granoptic.com to request a service to the transport company & they will contact you to organize the pick-up.

    In this case, the transport company will request you fill out a form, we pick up the cost. Just as mentioned previously and above, the refund will be executed if the conditions are adhered & once received. 

    Thereafter refunds take between 24-72 hours.



    HOW TO EXCHANGE A PRODUCT

    If you want to exchange your product for any other model, colour or caliber, please contact with the customer service and they will give you instructions.

    +442036952334 from 10 a.m to 7 p.m

    info.en@granoptic.com

    You can also check the "Exchange & Returns" section where we indicate return address & procedures.


  • The Prescription

    HOW DO I OBTAIN MY PRESCRIPTION

    Prescription usually comes in a receipt or ophthalmological prescription. To get it you have to go to the eye doctor or optician. Also you can get through your old glasses, if recent. Normally you can obtain it in the last place you've made your last glasses.

     


    HOW ARE GRAN OPTIC’S LENSES

    GranOptic works with major lens laboratories, offering a great quality of lenses. The material they are made of are called organic lens, the primary material from which the glasses are made in Europe. It is lighter and more resistant than mineral, offering the same optical quality.

    Organic lenses are hardened with a treatment to prevent scratching easily. We recommend cleaning it with a soft cloth while still humid.

    We also recommend putting an Anti-glare treatment to prevent glare from artificial lights and get a higher quality of vision and less eyestrain.

     


    WHAT ARE REDUCED LENS

    Reduced Lens are those that for a same prescription are thinner and relatively lighter.

     The reduction of a lens is determined by the Refraction Index “n”. A higher number of refraction index means more reduction, thus making it less thick.

     Depending on the prescription, GranOptic recommends:

     For prescriptions of more than +-/ 2.00 Dp, Standard Lens n:1.5

     For prescriptions of +/- 2.00 a +/- 4.00 Dp, n:1.6

    For prescriptions of +/-4.00 a +/- 6.00 Dp, n:1.67

     For prescriptions of +/-6.00 o superior, n: 1.74


     


    PROGRESSIVE LENS USE TIPS

    Progressive lens are thought to compensate far distance prescriptions and even short distance, making them have an adaptation process that we must pass to learn how to look.

     In GranOptic we work with high quality lenses that usually have a short adaptation process, although the adaptation process will depend on the person, the prescription, the frame.

    Therefore we recommend:

     1.      To Be patient. The adjustment period is usually between a few days to a few weeks, so it is normal that at first you are awkward with your new glasses.

    2.      At first, in order to adapt yourself to the new lenses, you can do some "exercises" like sitting on the couch reading a magazine or book and then watch television, to toggle the view from near to far and learn where the fields are.

    3.      When going up stairs do not look down sideways, look through the top of the lens, sticking your chin to your chest.

    4.      With a desktop computer, try to position yourself slightly higher than the screen, to look through the intermediate vision zone.

    5.      To read, look through the bottom part, as usual, looking for the near distance field. Try to keep your back more or less straight, you can not lie down or reclining.

    6.      Look naturally, do not look sideways or laterally.

    Be patient, it is very easy. For any questions please contact our optical team info@granoptic.com

     


  • Contact Lenses

    WHAT INFORMATION DO I HAVE TO PUT TO ORDER CONTACT LENS

     

    In GranOptic we work with major manufacturers of contact lenses. Depending on the manufacturer or the type of lenses you have to give some information or other. The necessary data are provided in the file for each contact lens, in a dropdown menu.

    They are the area for those patients who have myopia (-) or hyperopia (+). For patients with astigmatism using toric contact lenses, you must also put the cylinder and the axis of astigmatism.

    Another fact that sometimes you have to select is the radius of curvature or base of the lens radius.

    In progressive contact lenses or multifocal, you can include the addition, which is prescription needed to see up close. It can be high or low, or even half as as many other manufacturers say.

     


    I HAVE ORDERED A CONTACT LENS BRAND THAT I’D NEVER USED BEFORE AND I DON’T LIKE IT, WHAT CAN I DO

     

    In GranOptic we recommend that before using any new contact lens, you should visit a professional to adjust them, go to an optician or contactologist. Do not ask for new contact lenses, although their specifications might indicate that they have a higher performance than your old ones, without having tested them under the direction of a vision professional. Since each eye is different, some can do well to a patient and hurt others.

     


    CAN I SEND BACK A BOX OF CONTACT LENSES I HAVE ALREADY OPENED

     

    In order to send back some contact lenses, you can’t have opened the box before. This is very important. The box must maintain closed in any case. If you open them, you can’t send them back.

     


    CAN I ORDER CONTACT LENS IF I’VE NEVER USED THEM BEFORE

     

    No. For contact lense use, it is vital to adjust them by going to an optician or contactologist and following his instructions because they might produce eye problems.