Your account and browser
We store your account email, optional display name and sign-in sessions on our server. Passwords are stored as salted hashes. Verification emails contain short-lived codes.
Cookies keep you signed in, and browser storage holds your local configurations, manually entered prescriptions and cart items until you submit an order. Signing in does not upload those local records. Clearing browser data may remove them.
Orders and customer care
When you submit an order, we receive the selected products, prescription and measurements, delivery and billing details, and information needed to process and support that order.
We retain support messages and attachments that you send us to handle your enquiry. Customer care may use a third-party translation service to read or prepare messages in another language. Send only information relevant to your request.
Optional prescription recognition
If you choose prescription recognition, your image is uploaded immediately to a third-party service for recognition. Before uploading, cover or remove personal information that is not needed for recognition, while keeping prescription values and measurements visible. Review recognised values before accepting them.
Unclaimed images and recognition results are scheduled for removal after 7 days. Images attached to an order are retained for fulfilment and support under our order records policy. You can enter your prescription manually without using image recognition.
Uploaded images and attachments
Prescription images and customer-care attachments are delivered through direct media links. Anyone who has a complete media link can open the file without signing in. Keep these links private and upload only information needed for your request.
Media links do not have a guaranteed expiry time. Removing a record or file does not guarantee that a previously shared link or cached copy immediately becomes unavailable.
Services used to fulfil your requests
We use service providers for hosting and storage, email delivery, payment processing, shipping and the optional recognition or customer-care translation features described above. Information needed to perform those services is processed by the relevant providers.
Payment details are handled through the payment provider’s checkout components. When you choose to save an eligible payment method, your account can display its masked details for later use. Review the payment provider’s privacy information when using its services.
Website analytics and advertising
If you select Accept all, we use Google Analytics and Meta Pixel to measure visits and shopping activity and understand which ads lead to sales. Meta also uses the shopping events we share to help optimise ad delivery. Events can include viewing a frame, adding a pair to the cart, starting checkout and completing a purchase. Purchase reporting includes a random transaction reference, the paid order total and its currency. These services use cookies and process technical information such as browser and device information, IP addresses and ad-click identifiers. Before you choose, or if you select Reject all, we do not load these optional tracking tools. You can shop normally either way.
We do not include prescription values, prescription types, uploaded files or their links, contact details or payment credentials in the events we send to Google or Meta. Meta's events contain limited shopping information such as amounts, currency and item counts; its tracking code runs in an empty measurement document rather than our prescription or checkout forms. Google's reporting uses page categories instead of individual order or support references. We do not provide contact details for Meta advanced matching. Google's advertising personalisation remains disabled.
Use Analytics preferences in the footer to change your choice. Reject all stops future optional collection and removes our Google and Meta measurement cookies from this browser; it does not delete data already sent. We remember your choice in this browser for up to 180 days. Clearing browser storage or using another browser may ask you to choose again. An earlier Google-only analytics choice does not authorise Meta tracking; we ask you to choose again when Meta is enabled.
Manage your information
In your account you can manage addresses and saved payment methods, review sign-in sessions and use the account deletion option. You can also contact customer care to request access to, correction of or deletion of personal information.
Describe the information or records concerned and the action you are requesting. We may need to verify your identity and clarify the scope before acting, so that information is not disclosed to the wrong person. Do not send passwords, sign-in codes, full payment-card details or unrelated identity documents.
We will review your request and explain the action we can take. If information must be retained or a request cannot be fulfilled, we will explain the reason where permitted by law and how you can raise a concern. Editing an address or profile does not rewrite the details recorded for a past order.
Account closure and retained records
The account deletion option closes the account and ends access to it; it is not an automatic erasure of every record. Unfinished orders or unresolved payments may need to be dealt with before the account can be closed.
An account record and historical order, prescription, payment and support information can remain after closure. Records may be needed to fulfil orders, handle refunds or disputes, maintain transaction records or meet legal obligations. You can make a separate privacy request about retained information.
Different records have different purposes and retention needs. Contact customer care to ask what information is retained and why. The seven-day removal schedule above concerns unclaimed recognition uploads and results; it is not a deletion deadline for all account or order data.
Your choices about information
You can enter prescription values manually instead of using image recognition, and you can change your analytics choice using Analytics preferences in the footer. Turning analytics off does not delete information previously sent.
We need the relevant prescription, contact, delivery and payment information to fulfil a prescription-glasses order. If required information is missing, we may be unable to complete the requested purchase or service. Optional information should be limited to what helps with your request.
A privacy notice update does not itself give permission for a new use of your information that requires consent. Any consent required for that use must be obtained separately.
Privacy questions and complaints
Use the customer-care conversation in your account to raise a privacy question or complaint. Explain what happened, identify the relevant information or request, and describe the outcome you are seeking. Include only the information needed to review it.
We will review the concern, seek clarification where needed and explain our response. If the response does not resolve it, reply with the reasons and ask for a review. This process does not prevent you from seeking help from an appropriate privacy regulator or exercising rights available under applicable law.
Updates to this privacy notice
This notice may be updated when our handling of personal information or applicable requirements change. Review the current notice when deciding what information to provide.
Publishing an update does not change your existing analytics choice or remove your rights regarding information already provided. Any consent required for a new purpose remains separate from this notice.