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Help

In case you have not found a reply to your question feel free to email us or contact via skype, chat or by phone: Contact US

Placing your order

How can I order eyeglasses, sunglasses, frames?

If you want to buy a pair of frames (no prescription eyeglasses with plano lenses) or sunglasses you can find a pair to suit your needs, make required selection (e.g. brown tint), send the item to your shopping cart and pay with Paypal or your credit card. As simple as that! 

If you want to buy prescription eyeglasses you first can choose a pair of frames and add it to your shopping cart. Then you can choose a pair of lenses in accordance with your prescription, add them to your cart and proceed to checkout. 

The range of lenses available for order is shown in the table for each particular type of lens under “Product Description”. Before paying the order please make sure the lenses with characteristics you need are available for order. In case of doubt please email us with your prescription or chat with us.

Do you check my items before shipping them to me?

Yes we do! Our qualified specialists quality check all of our frames, lenses and sunglasses prior to shipping them to you.

What do I need to place an order for prescription eyeglasses?

You need a copy of your eyeglasses prescription.

Do I have to create an account at www.Allora-EyeGlasses.com to order from you?

No need to create an account. You can choose to check out as a guest. However, creating an account makes you eligible for discounts and allows you to make shopping with us more convenient in the future.

Why do you need my phone number?

If we notice a problem with your order (e.g. incorrectly entered prescription etc..) we will personally call you to correct it and to see how you would like to handle the issue.

Can I try your eyeglasses on at home before buying them?

Unfortunately we do not offer such service to our clients at present.

How will I know if my item is on back order?

If your item is on back order you will receive an email at the address you provided to us during checkout. We will also ask you about how you would like to proceed with your order.

What if I need to cancel my order?

No problem, you are free to cancel your order. Please see Order Cancellation

Payment

What forms of payment do you accept?

We accept PayPal, we also accept major credit and debit cards (the options depend on your country). You will be presented with the options during checkout. Please see Payment for details.

Shipping

Which countries do you ship to?

Currently we ship to most countries. There are a few countries where technical difficulties with tracking the shipments exist. 
Please see Shipping for details.

How long will it take you to dispatch my order?

Please see Shipping.

How long will it take for my glasses to arrive?

Please see Shipping

Do I have to pay custom duties, taxes or other fees at destination?

Please see Shipping.

What if I do not receive my order after it ships?

You will have a tracking number for your shipment. Please let us know unless you receive the item in 20 busiiness days after it was shipped to you with Free Shipment option.

In case you ordered paid shipment with UPS or DHL please contact us as soon as you discover that the delivery time is not respected by the shipping company. Unfortunately the delays happen, however we will do our best to get as much information for you as possible about the delayed shipment.

Returns & refunds

What is your return policy?

Please see Return & Refund Policy

What is your refund policy?

Please see Return & Refund Policy

Your prescription

Can you help me to read and to understand my prescription?

With pleasure! Please email us your prescription or chat online with us.

How can I send you my prescription?

You can attach prescription file to your email (please see our email address on Contact Us page). You can make a copy of your prescription with your mobile phone (make a photo of it) and send it to us as mentioned above. In case it is related to your order please include your order number.

How to measure Pupillary Distance (PD)?

If Pupillary Distance (PD) is not mentioned in your prescription and you have some difficulty in measuring it correctly simply send us an email and we will be happy to help you.

Frame size

How to find my eyeglasses frame size?

We include the size measurements on the product detail pages for each pair of frames.
If you have glasses it is very easy to find your frame size on your current frames. Look on the inside and you will find the size information stamped either on the temple or on the ear piece of your current pair of frames.

Look for the following figures:
Eye Size is a two-digit number in the 40 - 62 range
Bridge Size is a two-digit number in the 14 - 24 range
Temple size is a three-digit number in the 120 - 150 range

The eye size is the most important number of the three. Depending on the style of frames you want, you can go up or down by one size and still have a proper fit. Please refer to the below picture for better understanding:
frame-size.png

Sunglasses are normally larger than eyeglasses, so your sunglasses size will most likely be different than your eyeglasses size. As far as sunglasses are concerned, you have some freedom to choose within a wider range of sizes, as the fit does not need to be as precise as for eyeglasses.

General questions

How long have you been in this business?

We have been in this business since 2005 selling mostly in Russia and neighboring countries. In 2016 we have started to market and ship internationally.

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