FAQs

Frequently Asked questions

TRY-ON

Do you offer home try-on?

BonLook currently does not offer the home try-on service. However, our return policy is so flexible, easy and free that it ends up being a home try-on service. And, you get the frames with the prescription lenses, meaning that if you like them, you get to wear them right away! Click here for more info on the return policy.

How do I use the virtual try-on?

You will be able to activate our Virtual Try-on feature once you are on a product page. Below the main product picture, you will see the button “VIRTUAL TRY-ON”. Click on it and choose to either activate your webcam or upload a passport style picture of yourself. Trying on frames virtually is a fun and easy way to quickly see if the shape or the color of the frames fit you! You can even share the picture on different social media platforms with easy “Share” buttons, so you can get your friends' opinions on what fits you best.

How can I narrow down the best frames for me?

We offer the Perfect Fit questionnaire. Answer a few questions and instantly receive personalized suggestions based on your face shape and width and on your personal style. Click here to get your personalized suggestions now.

You can also consult our handy Face Shape Guide, which gives you information on how to identify your face shape and directs you to the best selection of frames for each type. If you already know that you are looking for small, medium or large frames, you can use our “Filter” tool at the top of each catalog page. You will be able to automatically narrow down the selection to the specific size you are looking for.

Lastly, do not hesitate to call our customer service department. Our agents are extremely well versed in the shape and fit of each of our frames and will surely guide you through the selection. Click here for info on how to contact a customer service agent.

PRODUCTS (lenses & frames)

What are the different lenses you offer?

Our lenses are all high quality lenses from the French company Essilor, the world leader for superior range corrective lenses. All prescription lenses for eyeglasses or sunglasses are customized in a certified laboratory in N.Y. supervised by optometrists and opticians.

SINGLE VISION Rx LENSES

Rx Optical
CR-39 lenses
  • Thin and light plastic lenses
  • Anti-scratch and anti-glare coating included
  • Provide 100% UV protection
Free with purchase of $99 Rx eyeglasses
1.67 high-index lenses
  • Thinner lenses designed for stronger prescriptions
  • Anti-scratch and anti-glare coating included
  • Provide 100% UV protection
$30 extra (Compared to over $120 in most optical stores)
Rx Sunglasses
CR-39 tinted lenses
  • Thin and light plastic lenses
  • Anti-scratch and anti-glare coating included
  • Provide 100% UV protection
Free with purchase of $99 Rx eyeglasses
1.67 high-index tinted lenses
  • Thinner lenses designed for stronger prescriptions
  • Anti-scratch and anti-glare coating included
  • Provide 100% UV protection
$30 extra (Compared to over $120 in most optical stores)
Polarized polycarbonate tinted lenses
  • Thin and light plastic lenses
  • Polarized to reduce glare
  • Provide 100% UV protection
$100 extra (Compared to over $250 in most optical stores)

Non-Rx Sunglasses

Polarized CR-39 tinted lenses
  • Thin and light plastic lenses
  • Polarized to reduce glare
  • Provide 100% UV protection
Free with purchase of $99 Rx eyeglasses

Progressive Rx Lenses

Rx Optical
Free-form HD CR-39 lenses
  • Thin and light plastic lenses
  • Anti-scratch and anti-glare coating included
  • Provide 100% UV protection
$199 extra (Compared to over $400 in most optical stores)
Free-form HD 1.67 high-index lenses
  • Thinner lenses designed for stronger prescriptions
  • Anti-scratch and anti-glare coating included
  • Provide 100% UV protection
$229 extra (Compared to over $500 in most optical stores)
Rx Sunglasses
Free-Form HD CR-39 tinted lenses
  • Thin and light plastic lenses
  • Anti-scratch and anti-glare coating included
  • Provide 100% UV protection
$199 extra (Compared to over $400 in most optical stores)
Free-Form HD 1.67 high-index tinted lenses
  • Thinner lenses designed for stronger prescriptions
  • Anti-scratch and anti-glare coating included
  • Provide 100% UV protection
$229 extra (Compared to over $500 in most optical stores)
Polarized polycarbonate tinted lenses
  • Thin and light plastic lenses
  • Polarized to reduce glare
  • Provide 100% UV protection
$299 extra (Compared to over $600 in most optical stores)

Do you offer bifocal, multifocal or progressive lenses?

We offer you a type of no line and no distortion progressive lenses called free-form HD progressive lenses. These lenses are designed to provide sharper vision in all lighting conditions, sharper image quality, better peripheral vision, improved contrast sensibility and less glare at night. They also come with high quality anti-reflective and anti-scratch resistance protections. Some people have a hard time wearing conventional progressive lenses because of the distortion and this type of lens is proven to reduce that effect. See this example of how clear your vision will be with free-from HD progressive lenses:

Do you offer transition lenses?

Unfortunately, we do not offer transition lenses at the moment.

Do you offer reading glasses?

All our glasses can be made into readers. To place your order, simply add the frames you want to your cart and then select the option "I will send my prescription later". We will then get in touch with you via email. You simply have to reply to the email to let us know that you want reading glasses and to specify the lens magnification strength.

Can I order frames without prescription lenses?

Yes, of course! If you are buying glasses just to look fabulous, but don’t require prescription lenses, it is mandatory for you to have real lenses for health and security reasons. Additionally, these high quality non-Rx lenses will have the same anti-reflective and scratch-resistant protections than our regular Rx lenses possess. When placing your order, choose the purchase option "I don't need prescription lenses, I want blank lenses" at checkout. If you want to purchase a frame only and see your eye care professional for your Rx lenses, simply place your order by selecting the purchase option "I don't need prescription lenses, temporary lenses" at checkout. For this option, the price will be reduced by $50 at checkout.

Are BonLook frames available in different sizes?

Each style is only available in one unique size, but our selection has styles for narrow, medium, and wide faces.

Where can I find my current frame’s measurements?

On each product page, the frame measurements are listed as three numbers below the main picture. The first number refers to the width of one lens in millimeters, the second number to the width of the bridge (the middle part), and the third to the length of one of the temple arms.

Most glasses (and all BonLook frames) have these numbers printed on the inside of the temple arm. See an example below. Please take note these measurements can help you shop for frames that are approximately the same size as your current pair. But be careful; just because the measurements are the same, does not mean that the frames will fit you exactly the same. If you are choosing frames based on their measurements, it is recommended to stay within a selection with a similar shape (ex: all rectangle frames). As an example, round frames often have smaller measurements because of the particularities of the shape. So, a round frame that is 45-19-135 will most likely posses a fit similar to a rectangle frame that is 50-17-135.

What if my frames need adjustments?

You will receive your frames completely even and leveled. It is common to have an ear higher than the other and sometimes, the frames may need adjustments for them to sit straight on your face or be tight enough behind your ears. You have a few options: you can visit an optical store for adjustments, you can adjust them yourself or you can call one of our customer service agents for help.

Most optical stores can adjust your frames for a small fee. Please ask them to avoid heating your lenses in order to not damage them; directly heating the lenses can cause them to crack or bubble. The heat should be applied to the frames only.

If you want to adjust them yourself, you simply have to run the temples under hot water for 30 seconds. Don’t use boiling water; we don’t want you to burn yourself or damage your gorgeous new frames! Be careful to heat only the temple arms and not the lenses. Once the frames are warmed up, you can easily adjust the temples the way you want them to be and then let them cool off for 1 or 2 minutes by holding them in the correct position. Don’t be afraid to bend the material; cellulose acetate is meant to be malleable when heated. Repeat until you get the right fit.

PRESCRIPTION

What do I need to know about my prescription before I order?

Here is the checklist before ordering. Make sure that your prescription is:

  • Written by a licensed optometrist
  • Not expired. We cannot fill expired prescriptions. Expiration periods vary state to state. If your prescription is no longer valid, you should go back to your optometrist for a new eye exam and get an accurate prescription. Make sure that you leave with your new prescription in-hand, indicating your PD measurement
  • For glasses and not contacts. Contact lenses prescriptions can be very different from your eyeglasses prescription. Make sure that your prescription is for glasses and not for contact lenses.
  • Includes your pupillary distance (PD). Click here for more information on PD measurement

We may ask for your date of birth in order to verify your prescription with your eye care professional (only for certain states). This is not used for marketing research. We do not sell, rent or disclose your personal information to any third party. Please review our Privacy Policy.

Will you verify my prescription?

We must verify prescriptions from certain U.S. states with the responsible eye care professional, which is why we ask for your date of birth at checkout. Those states are: Alaska, Alabama, Arizona, California, Connecticut, Florida, Georgia, Kentucky, Massachusetts, North Carolina, New Jersey, New York, Ohio, Rhode Island, South Carolina, Tennessee, Vermont, and Washington.

If you are not ordering from one of the states listed above and have an up-to-date prescription, we will not verify your prescription with your eye doctor (unless you want us to) and you are not required to send us a copy or proof. However, be assured that your prescription will be verified by our optical staff. Please note that each citizen is responsible to see his/her optometrist preferably every two years for an eye exam and that we do not fill expired prescriptions from any U.S. state or country.

How to read my prescription?

A prescription usually looks like this:

  SPH CYL AXIS ADD PRISM
O.D. -3.25 -1.00 176    
O.S. -3.50 -1.25 180    

Or like this:

  • R -3.25 / -1.00 x 176
  • L -3.50 / -1.25 x 180

What do these letters mean?

  • O.D. = Right eye
  • O.S. = Left eye
  • SPH = Sphere. This is the main part of your prescription. It indicates the strength of your myopia (nearsightedness) or your hyperopia (farsightedness).
    • If you see the infinity (8) symbol, or Pl or PL in the SPH column, it means you are neither nearsighted nor farsighted. In this case, don't enter anything in this drop-down menu.
    • The SPH number is sometimes written without the decimal point and you might find the positive or negative symbol written above the number rather than in front of it. For example, 150 is the same as +1.50 and -25 is the same as -0.25.
  • CYL= Cylinder. This indicates whether or not you have astigmatism. If the CYL column is empty, or indicates a DS or SPH, it means you don’t have astigmatism. In this case, don't enter anything in the drop-down menu. On the other hand, if there is a value, it means you have astigmatism and will enter a value in the AXIS column.
  • AXIS = AXIS. This indicates the location of your astigmatism. If you have a CYL value, you must have an AXIS value. It will be between 1 and 180 degrees and should always be a whole number (no decimal point). If you don’t have a CYL value, do not enter anything in the AXIS column.
  • ADD: If you have a value in this section, it indicates that you need progressive lenses. We do sell progressive lenses; please refer to the section "Do you sell bifocal, multifocal or progressive lenses?" for more information.
  • PRISM: This section is usually left empty, but if there is a value, it means you have a special prescription because of a specific condition (ex: lazy eye). We recommend you purchase our frames only and see your eye care professional for the lenses.

How do I obtain a new valid prescription?

You need to go see a licensed optometrist to get your valid prescription.

My prescription is very strong, can you fill it?

We can fill a wide range of prescriptions, including prescriptions with astigmatism. However, we do have some limitations. If your prescription is outside the range that we normally carry, don’t be shy to contact our customer service department. They will be able to determine if we can accommodate your prescription or not.

Here is our standard range for optical frames or regular sunglasses lenses:

SPH (for nearsightedness or short sightedness):
We fill prescriptions with a sphere (SPH) value between -8.00 or +4.00. If you do not have astigmatism, the SPH will be the only value on your prescription (no CYL or AXIS). Ultra-thin lenses are required if SPH is between -3.25 to -8.00 OR between +2.25 to +4.00
CYL & AXIS (for astigmatism):
If you have astigmatism in either eye, you will have a cylinder (CYL) and an axis (AXIS) value in your prescription. We fill prescriptions with a CYL value between ±3.00. Ultra-thin lenses are required if your CYL is -2.25 to -3.00 OR +2.25 to +3.00. The AXIS value does not influence whether we can or cannot fulfill your prescription.
ADD (for progressive lenses)
This value indicates that you need progressive lenses. We fill prescriptions with an ADD value of up to +4.00

Here is our standard range for polarized prescription lenses:

  • SPH: -6 to +4
  • CYL: -2 to +2
  • AXIS: no limit
  • ADD: +0.75 to +4.00

What is a pupillary distance measurement and how can I measure it?

The pupillary distance, also called PD, is the distance between the centers of each eye. Unfortunately, it is often not provided by your optometrist, but rather measured by the optician when you place an order for eyeglasses. However, it should be part of your prescription details. Therefore, we highly recommend you request it when you see your eye care professional.

PD is measured in millimetres and used to align the center of the lenses with your pupils. If it is not written on your prescription, we can measure it for you by submitting a photo or using your webcam on our PD measurement page

What Is the best way to clean my lenses?

For day-to-day cleaning, you can wipe your lenses with the microfiber cloth that you receive from BonLook. For more thorough cleaning, rinse them with gentle soap and water.

It is recommended that you not use household cleansers (ex: window cleaner, rubbing alcohol) on your lenses as this may damage the anti-scratch coating. Also, it’s best to not clean your delicate lenses with coarse materials (ex: wool, paper towels, bath towels, your T-shirt). Even though these things may seem soft, they can scratch your lenses. Lastly, don't store your eyewear lenses-down; this is one of the main ways that lenses end up scratched. You should store them in a hard case whenever they’re not on your face.

PLACING AN ORDER

What do I need before ordering prescription eyewear?

You need a valid prescription. If you don’t have it with you, we can call your eye doctor for you (select that option at checkout) or you can call yourself and ask for the details of your prescription for eyeglasses (not for contact lenses). By law, your eye care professional is required to provide you with this information. If your prescription has expired, you should go have a new eye exam and make sure to leave with a fully-detailed prescription, including your PD measurement, which is the distance between your two pupils measured in millimetres.

If you are not sure how to enter your prescription, just select your frames and at checkout, choose the option "I will send my prescription later". You’ll receive an email explaining how to send us your prescription and we’ll make sure to select the best lenses for you.

What if I need to change my order?

You can contact our customer service department at 1-855-367-2349 (Mon-Fri, 9am-5pm ET) or support@bonlook.com. We will gladly make any changes to your order.

What is the status of my order?

You can follow the status of your order by going into the "MY ACCOUNT" section on the website and by clicking on the tab “Orders”

How do I order multiple pairs of glasses with different prescriptions?

We currently only accept one prescription per order. You need to place two different orders if you want to order with more than one prescription. This is due to logistics at the optical lab and to ensure that the correct lenses are put into your frames.

SHIPPING & RETURN

When will I get my order?

Once shipped, orders within the continental U.S.A. usually take 2 to 5 business days to reach their destination. You can track your order with the tracking number provided to you by email.

What are your shipping costs?

Shipping is completely free for deliveries within the continental U.S.A. for orders over $50. We also offer international shipping for a $35 fee. Please note that BonLook is not responsible for any duty fees incurred at the border.

Do you offer international shipping?

Yes, we offer international shipping for a $35 fee.

Can I get my glasses expedited?

Yes, we offer expedited shipping; you can select the option at checkout. Please note that we may need additional information when you place your order (PD, prescription, etc). In that case, expedited shipping will be possible only when we have your complete information.

What is your return policy?

When you're happy, we're happy! Click here to learn more about our easy, flexible and risk-free return policy.

Can you replace the lenses in my existing frames?

Unfortunately, we cannot replace lenses in frames that are not from BonLook.

INSURANCE & PAYMENT

Do you accept insurance as payment?

While we do not accept insurance, you can simply submit your receipt from BonLook to your insurance company. If you need a detailed receipt, send your request via email at support@bonlook.com or give us a call at 1-855-367-2349. Since every vision plan is different, we suggest that you contact your vision insurance administrator to find out how you can get reimbursed. Also, be sure to let them know that the cost of your glasses will be more reasonable. Who knows, maybe they will give you a discount!

Do you accept FSA or HSA for payment?

Yes, of course! If you participate in a defined contribution plan (FSAs, HRAs, HSAs), prescription sunglasses and eyeglasses are usually covered. Every defined contribution plan is different, so you should contact your human resources representative at work or your family accountant for more information.

If I’m using my FSA to purchase prescription eyewear, do I need to do anything special when I order?

No! Simply use your card on our site like a regular credit card. Payments through PayPal do not support FSA/HSA cards at this time.

How do I get an itemized receipt?

Please contact our customer service department at 1-855-367-2349 or via email at support@bonlook.com and they will gladly send you an itemized receipt.

Is my payment secured?

We respect your privacy, therefore your payment is 100% secure. Every single transaction is verified by MasterCard® SecureCode™ and Verified by Visa®.

Our payment page complies with the PCI DSS (Payment Card Industry Data Security Standards) and your information is protected with an SSL encryption. BonLook does not store any credit card data on our server. Please review our Privacy Policy.

How safe is my personal information with BonLook?

We do not store any credit card information; you will have to enter your credit card number every time you make a purchase at BonLook. As for your private information in your account, BonLook does not share any personal information with any third party. You will only receive emails from us.