FREQUENTLY ASKED QUESTIONS
This page includes a set of questions we are frequently asked. If you can’t find the answer to your question here or on our website, feel free to contact our customer support.
Call: +372 644 0055
E-mail: [email protected]
Online shop Mon–Fri 9–18 Sat 10–17
Photochromic lenses are clear indoors and darken when exposed to sunlight. They also have an anti-scratch and anti-reflective coating. The tint intensity of the lens depends on the intensity of UV radiation. Maximum tint intensity is achieved in cold and snowy conditions when UV radiation is reflected from the snow. Standard photochromic lenses do not darken in the car.
The lenses that darken in the car are called Xtractive.
For more information about photochromic lenses that darken in the car, please write [email protected] or call +372 644 0055.
A hard coating protects the lens against scratches.
Anti-reflective or AR coating reduces reflection and allows you to see the world more clearly and sharply.
Hydrophobic coating repels water and dirt. It makes the spectacle lenses easier to clean and they fog up less.
The digital emission shield or blue light protection neutralises the bluish light emitted by computers and smart devices, preventing excessive eye strain and tension.
The surface coating with UV-protection blocks out ultraviolet radiation and protects the eyes from the damaging effect of the sun.
The lens index (refractive index) indicates the bending of a ray of light when passing through an optical environment (eyeglass lens). The smaller the index, the less you feel the chromatic aberration or distortions at the edges of the eyeglass lens.
Lenses with an index of 1.5, 1.6, 1.67 and 1.74 are available in our online shop. 1.5 and 1.6 lens indexes are the most common and there is little to no distortion. In the case of 1.67 and 1.74 index lenses, distortions may occur with larger frames.
The thickness of the eyeglass lenses is often also mentioned when talking about the lens index. An index of 1.5 is called the base index. A 1.6 index lens is usually 30% thinner and 20% lighter than a base index lens. A lens index of 1.67 means a lens 40% thinner and 30% lighter than a base index lens, and a 1.74 index lens is up to 50% thinner and 30% lighter.
Polarised lenses are sunglass lenses with a special filter that reduces irritating reflectiveness and enhances contrast. Polarised lenses are especially useful if you’re on sea. For example, during a fishing trip, you can see a fish in the water without reflections on the water surface disrupting your view. You also won’t be disturbed by reflections on wet asphalt while driving. However, polarised eyeglass lenses may reduce the visibility of readings projected onto the windshield of a car, as well as the visibility of smart device and computer screens.
- A client who has bought glasses insurance does not have to fill in annoying insurance documents in the event of damage to the glasses – instead, everything can be conveniently arranged through Pro Optika. All in one place and stress-free.
- Glasses prescribed in Pro Optika have a 30-day adjustment guarantee. If the client does not get used to our glasses, the insurance will cover the cost of new lenses.
- The deductible for the glasses insurance is lower than the deductible for home insurance; moreover, home insurance may not cover the majority of the price of the glasses
The insurance contract can be terminated in cases specified by law and in the insurance contract.
To terminate the insurance contact, you must contact the insurance undertaking by e-mail.
The insurance cover starts and ends on the dates specified in the insurance contract, usually from the day of receipt of the glasses for up to one year.
The insurance premium is paid upon the receipt of the glasses.
There are several ways to pay for insurance, which the customer service consultant will introduce during the delivery of the glasses.
It is the responsibility of the client who has concluded the insurance contract to read the contract and insurance terms thoroughly, to treat his or her glasses prudently and with care, and to immediately notify Pro Optika (the insurance agent of If) of an insured event and submit a claim.
The insurance is valid worldwide.
The insurance does not cover damage:
- if the event does not correspond to the characteristics of an insured event;
- that is not a result of an insured event;
- that was not sudden and unforeseen;
- if the glasses or frames were lost, stolen or robbed;
- that is compensated on the basis of a warranty by another insurance undertaking or has already been compensated by If on the basis of another insurance contract;
- if the insured event was caused by some other exclusion specified in the insurance contract or insurance terms.
Glasses and sunglasses purchased from other vendors and used glasses cannot be insured.
The Pro Optika glasses insurance can be purchased for frames, eyeglasses (frames + lenses) and regular and optical sunglasses.
The spectacle insurance does not cover the natural wear and tear of glasses or damage to the eyeglass lenses due to negligence.
The glasses insurance protects against accidents and sudden breakage of glasses, frames or sunglasses. For example, the insurance will protect you if you sit on your glasses, they fall to the ground and break or your dog chews on them.
Currently, we only offer delivery within Estonia. Meanwhile, you can still order abroad as an additional service. To do this, please write us at [email protected] or call +372 644 0055. The cost of delivery depends on the country of destination.
Delivery to Finland, Latvia and Lithuania costs 20 euros. For other countries the cost is 70 euros.
If you want to order multiple sets of glasses, you must first select the first set of frames and lenses and then the second set. This ensures that the right lenses are installed in the right frames.
When you are ordering frames for yourself or someone else, you can enter a new prescription each time you put together a new set. Please specify in the comments if you are not ordering the glasses for yourself.
You can see your order status under “My account”. We will also notify you when the package has been sent out or is ready to pick up, or if delivery is taking longer than usual.
When placing an order, it is important to pay attention to all the fields. If you have made a mistake and, for example, entered an incorrect phone number, we can contact you by e-mail. If one of these fields has been left empty, please notify us of the mistake by e-mail at [email protected] or by phone +372 644 0055.
If you made a mistake while entering the prescription details, please contact us immediately either by e-mail [email protected] or phone +372 644 0055. Online shop orders are processed on an ongoing basis from Mon-Fri 9.00–18.00.
Correctly filled fields allow us to send out the order on time and be sure that the package will reach you.
No registration is needed to use the online shop. However, by registering you can link your data with the Pro Optika database and keep track of your purchase history and previous prescriptions. Linking data with a user account makes the purchasing process easier and you don’t have to worry about a prescription or a previous order getting lost.
Unfortunately, it is not possible to purchase eyeglass lenses for frames that you already own from our online shop. To determine whether it is possible to install new eyeglass lenses in your frames, please contact us by sending an e-mail at [email protected] or calling +372 644 0055.
Should you have any additional questions, feel free to visit your closest Pro Optika store where you will be assisted by our friendly customer service consultants.
Currently, varifocal or progressive and close-up work lenses are only available in-store and cannot be purchased from the online shop. In the online shop, you can pick out suitable frames and lenses and, if desired, order them to a store of your choosing. We need to carry out additional measurements in the store to install the lenses correctly so you would be comfortable and get used to the new glasses quickly.
You can order via your account on the basis of the entered prescription. You can enter a new eyeglass prescription each time you move from the frame selection to the lens selection.
When making a purchase, it would be good to indicate in the comments whether these are the glasses you need for yourself or you are placing an order for someone else. This helps us to distinguish your own prescriptions from anyone else’s during any future data processing.
A base index of 1.5 should be selected when the eyeglass prescription is between 0.00 D and ± 2.00 D.
A lens index of 1.6 should be selected when the eyeglass prescription is between ±2.00 D and ±4.00 D.
A lens index of 1.67 should be selected when the eyeglass prescription is between ±4.00 D and ±6.00 D.
A lens index of 1.74 should be selected when the eyeglass prescription is over ±6.00 D.
The higher the strength of the lens in dioptres, the thicker the lens. In this case, it is recommended to choose a higher index.
If you’re not sure which index is right for you, please ask our customer service for assistance!
Currently, it is possible to install optical sunglass lenses in a large number of sunglass frames. However, not all sunglass frames support optical lenses.
As a rule, optical sunglass lenses cannot be fitted into sunglass frames that are very large, specially shaped or have only one lens (so called visor sunglasses).
The final decision on whether optical sunglass lenses can be fitted into the selected sunglass frames is made by our opticians, who will consider the technical aspects of the procedure.
We have created for our clients an opportunity to try on many of our frames and sunglasses online. The eyeglass frames and sunglasses that can be tried on virtually can be found from the main menu by selecting “Try on virtually” or from the glasses and sunglasses selection menu by selecting “3D” from the header. To try on the glasses online, you must have a webcam on your computer or phone, and you must give the website permission to use the webcam.
It is not yet possible to try on all our glasses and sunglasses online but the selection is growing by the day.
NB! When trying on glasses online, check the dimensions of the frame specified under product details.
Each product has an approximate delivery time. If you order just eyeglass frames, sunglasses, accessories or gift cards, the package will arrive in 1–3 business days. If you order a set (frame + lenses), the delivery time depends on the specifics of the glasses ordered. The delivery time of the glasses in stock is 2–4 business days, whereas special orders, such as cylindrical and varifocal lenses, will reach you in 14–21 days. You’ll receive spherical single-use or monthly contact lenses in 1–3 business days and toric and coloured contact lenses in about 21 days.
If you don’t need corrective lenses, making a purchase couldn’t be simpler. In the case of sunglasses, simply pick out the model you like and move on to the shopping cart. To purchase fashion frames, you should first choose suitable regular eyeglass frames. To facilitate the process, we have created a subcategory for beauty and fashion glasses under the lenses selection option. There you can choose suitable plastic lenses: clear and untinted, with blue light protection, photochromic or sunglass lenses.
Don’t forget that if you purchase regular eyeglass frames for everyday use, you should also purchase suitable lenses to fit the frames. Most regular frame brands have their brand logo on the original lenses. In the case of sunglasses, there is no logo on the lenses as they are intended to be worn immediately.
For adults, it is common to have their vision tested every two years. However, if you have vision problems that interfere with your daily activities, such as tiredness and redness of the eyes, photosensitivity or blurred vision, it is advisable to see an optometrist or eye specialist as soon as the discomfort occurs.
In general, visual acuity in adults rarely changes and is more related to age (presbyopia) or poor working conditions. Sudden deterioration of vision can indicate illnesses such as diabetes, high blood pressure, and so on.
As children are still developing, it is recommended that they have their vision checked every year, or every six months, if necessary. Detailed instructions are given to the parent by an eye specialist or optometrist.
If you want to buy regular sunglasses or just eyeglass frames, all you have to do is add the products to your shopping cart and continue to payment. However, if you want to order a set (frames + lenses) or contact lenses, you must enter a prescription. If you do not know how to do that, please contact our customer support. You can also attach an eyeglass prescription as a file. You need an eyeglass prescription to buy eyeglasses and a contact lens prescription or the numbers on the contact lens boxes you already own to buy contacts.
If you need a prescription, you can book an eye examination HERE.
Buying glasses from the online shop is easy. Just follow these steps.
- Select a product
Select the product category that interests you from the menu and click on it. All products in this category will be displayed. You can narrow the selection by selecting filters from the menu.
Products can also be found via search. Enter the product name and press “Enter”. All products that match the search word will be displayed on the screen.
Clicking on the product opens the product’s page containing additional information about the product. If the product is in stock for the online shop, you can add it to your shopping cart. Click on “Select lenses”.
- From the suggested options, choose the purpose for your glasses.
- Enter the prescription.
- Select the lens design and manufacturer from the available options.
- Confirming the purchase
To confirm the purchase, click on the “CHECKOUT” button in the shopping cart. You will be redirected to a new page where you can enter information about the buyer and the recipient of the goods. Fields marked with an asterisk are mandatory. Make sure that all data entered is correct. Select the desired delivery method. After selecting the delivery method, the cost of the selected method is added to the amount in the shopping cart. Select a suitable payment method.
Click the “PAYMENT” button. After paying via the bank link, wait until the bank redirects you back to the online shop, or click the “Return to merchant” button.
After payment, an order confirmation will be sent to the e-mail address that you entered during the order confirmation stage. The goods will be delivered in accordance with the selected delivery method and terms.
If you need a prescription, you can book an eye examination HERE.
Reading an eyeglass prescription
CYL or cylinder power indicates the severity of astigmatism. The cylinder is part of vision correction but is not necessary for everyone. If the eye is usually round, then in the case of a cylinder it is more melon-shaped. Seeing images and text double or with a shadow is a sign of a cylinder. Together with cylinder power, an axis (ax) indicating the positioning of the cylinder correction is also determined. On an eyeglass prescription, the cylinder is referred to as astigmatism, whereas in the case of contact lenses, they are called toric contact lenses.
Pupillary distance or PD is the distance between the centres of your pupils and it is measured in millimetres. The PD number can be given separately for the right and left eyes (two PD numbers on the prescription) or as a total pupillary distance (one PD number on the prescription). It is recommended that the distance be measured at an optician, and this is usually done when the prescription is issued. PD is required to determine the centre of the eyeglass lenses, which is the point of sharpest vision.
If the prescription does not include a pupillary distance value, it can be measured with the help of a ruler. It is recommended to have it measured by someone else, but you can also do it alone in front of a mirror. You should stand in front of your partner or mirror, the ruler placed parallel to the eyebrows so that the ruler’s zero point is in the middle of the pupil of the left eye. The PD value is the number at which the centre of the right eye’s pupil is located on the ruler.
Alternatively, place the ruler on your forehead, parallel to your eyebrows, so that your eyes are visible under the ruler. Do not bend the ruler against your face and ask your partner to take a picture from a distance of about 2 metres. Send the picture together with your name to [email protected].
ADD stands for addition. It refers to the transition from far-sighted power to near-sighted power and is typically between +0.25 and +3.0 D. This abbreviation is used to order multifocal and progressive eyeglass lenses, which allow you to see both near and far with one set of glasses.
SPH or sphere indicates the amount of lens power required to correct your vision. It also shows whether you are nearsighted or farsighted. This value may be preceded by either a minus or a plus sign.
It should be noted that a prescription issued by an optometrist for glasses is not the same as a prescription for contact lenses. The eyeglass prescription usually lacks the base curve (BC) required to purchase contact lenses. It is important for the contact lens to match the natural curvature of your eye in order to ensure eye health. If the eyeglass prescription has a negative sphere, then the contact lens prescription is usually weaker; if the eyeglass prescription has a positive sphere, the contact lens prescription is usually stronger. If you have never been prescribed contact lenses before, you should definitely book an eye examination to have them prescribed and to receive instructions on how to insert and care for them.
If you have ordered sunglasses or eyeglass frames, the 14-day right to return applies. If you have purchased a set (frames + lenses), then you should contact us by e-mail [email protected] or by phone+372 644 0055. We will try to find a solution.
If you don’t feel comfortable with your ordered frames or lenses, we can offer product exchange. Should an eyeglass prescription be unsuitable, we can perform a new eye examination. Contact lenses ordered on the basis of wrong prescription can be exchanged if their packaging has not been opened.
Products purchased from the Pro Optika online shop can be returned within 14 days. The 14-day right to return applies to sunglasses and eyeglass frame purchases only. The 14-day right to return does not apply when purchasing a set (frames + lenses), as the glasses are made to fit your measurements and according to your individual needs. Contact lenses and their related care products can be returned if unopened. You can read more about your consumer rights on the website of the Consumer Protection and Technical Regulatory Authority (https://ttja.ee/).