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FAQ

Vertlite Eyewear
 

Frequently Asked Questions

Frames

1. Can I just buy the frames without the lenses?

2. What if my frames don’t fit perfectly?

3. Do you offer home try-on program?

4. What is included in each purchase?

Lenses

5. What type of lenses do you offer?

6. Do you offer bifocal or progressive lenses?

Prescriptions

7. How do I get my prescription?

8. What are the limits to the prescriptions you can fill?

9. What is the pupillary distance (PD), and how can I measure my own pupillary distance (PD)?

10. What if I enter my prescription wrong?

11. Can I use my contact lens prescription?

Returns & Exchanges

12. What is your return policy?

13. How do I make a return?

14. How do I make an exchange?

15. When do I get my money back after a return?

Shipping

16. How long should I expect to receive my glasses?

17. Do you offer international shipping?

18. Can I track my order?

Payments

19. What type of payments do you accept?

20. Is the payment page secure?

Frames

Can I just buy the frames without the lenses?

Yes of course. You can purchase frame at US$10 cheaper than the usual price.

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What if my frames don’t fit perfectly?

All our eyewears come with adjustable nose pads. You can visit any optical shop to make minor adjustments to get a better fit. Most stores do it for free or at a very low price.

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Do you offer home try-on program?

We do not offer home try-on program. However, we are working on improving our Virtual-Try-On function. We hope with our Virtual-Try-On function, you are able to find the eyewear that suits you the most.

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What is included in each purchase?

Other than the eyewear, you will also receive a multi-functional eyewear case, pouch and cloth. All these accessories are specially designed by our designers.

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Lenses

What type of lenses do you offer?

For prescription glasses, we use only top quality aspheric* high index lenses (1.61 and 1.67). It comes together with scratch resistance and anti-reflection coating and with ultra violet protection.

*Aspheric lenses are:

1. Sharper and provide clearer vision
2. Flatter
3. Thinner and lighter

For non-prescription glasses, we offer lens that comes with anti-scratch and anti-reflection coating.

For sunglasses, all the lenses are Polaroid lens with ultra-violet UV400 protection.

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Do you offer bifocal or progressive lenses?

No at the moment. But we will look into this.

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Prescriptions

How do I get my prescription?

You can get it from your eye doctor or approach an eye care professional for an eye check. Remember to ask for your pupillary distance. We nee$ it for making the correct prescribed eyeglasses for you.

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What are the limits to the prescriptions you can fill?

Different fields have different limits.

Field Limits
SPH +3.00 ~ -10.00
CYL -0.25 ~ -3.00
AXIS 0 ~ 180
Monocular PD 20 ~ 40
Binocular PD 40 ~ 80

You will know the limits when you are filling the prescription form, as our form does not allow manual entering of the values. You can only choose from the available values. However, if you can’t find the values you are looking for, you can contact us and we will try our very best to help you.

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What is the pupillary distance (PD), and how can I measure my own pupillary distance (PD)?

The PD is the distance in millimeters between your two pupi,s. It is a very helpful measurement to ensure proper fitting of your eyewear.

Simply follow the 5 steps listed below to measure your PD:
1. Place a mm ruler up against your eyes, resting it on the bridge of your nose. Line up the starting point (0 mm) with your left (or right) pupil.
2. This measurement is only accurate if you are looking straight ahead.
3. Look at yourself in the mirror or have someone else read the ruler. If someone else is reading the ruler 4hey must be at the same height as you.
4. When the 0 mm mark on the ruler is lined up correctly on the left (or right) pupil the mark that lands in the center of the right (or left) pupil is your distance PD.
5. Repeat these steps 2 or 3 times to make sure your results are accurate.

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What if I enter my prescription wrong?

Please contact us as soon as possible and we will try our very best to help you.

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Can I use my contact lens prescription?

No you can’t! There is still slightly difference between eyeglasses prescription and contact lens prescription. We need your eyeglasses prescription in order to produce the correct prescribed eyeglasses for you.

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Returns & Exchanges

What is your return policy?

Vertlite offers 30-day return policy from the day you receive your order. For Singapore customers, return shipping is free. However, Vertlite does not cover the cost of the return shipping for international orders.

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How do I make a return?

You can find the return address in your delivery box. Thus, if you think the eyewear does not suit you, simply put the eyewear back to the box and ship it back to us using the address given. Remember to email/callkus before you return the eyewear so that we can facilitate you better in returning process.

However, do note that for customers outside Singapore, we will not cover the cost of the return shipping.

You will receive your full refund on your previously charged credit card within 5 to 10 business days after we receive your eyewear.

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How do I make an exchange?

Eyewears can be exchanged within 30 days after you receive your order for a different pair. Please email to customerservice@vertlite.com to indicate the new model of the eyewear that you would like to get. If you are exchaging for a more expensive frame, you will be charged for the price difference. We will help you with the exchange process.

Do note that for customers outside Singapore, you will be responsible for any shipping fee occurred in the exchange process.

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When do I get my money back after a return?

Money will be refund on your previously charged credit card within 5 to 10 business days after we receive your eyewear.

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Shipping

Sunglasses usually arrives in 8-10 days after you place your order.
Optical glasses could take 3-5 days more as we need to make lens for you.

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Do you offer international shipping?

Yes, we offer absolutely free international shipping.

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Can I track my order?

As soon as your package is shipped, you may reiceive an email notification containing the shipment. You can log in to your account to track your package.

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Payments

What type of payments do you accept?

We accept all major credit and debit cards.

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Is the payment page secure?

Yes, it's extremely secure. Our e-commerce system uses SSL (Secure Sockets Layer) - the industry standard for encryption technology. It is used to create a secure transaction environment for commerce on the Internet. If your browser and local network support the use of encrypted data transmissions, our Secure Checkout mode locks all information (i.e.: your credit card number) passed from you to WorldPay in an encrypted envelope, making it extremely difficult to be intercepted by an unauthorized party. SSL technology is compatible with Netscape, Internet Explorer, AOL, Web TV and most other browsers.

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