Full terms for prescription lenses

1. Prescription. The customer must provide a current, legible and complete prescription issued by a qualified professional. CLARK may request a new prescription if the information is expired, incomplete, illegible or inconsistent.

2. Measurements. The customer must accurately provide the pupillary distance and any requested measurements. Certain lenses, particularly progressives, may require fitting height or additional measurements.

3. Prescription holder. The prescription and measurements must belong to the person who will wear the eyewear. The purchaser confirms that they are authorised to provide this information when purchasing for another person.

4. Technical review. CLARK and the optical laboratory may review compatibility between the prescription, frame, material, thickness and treatments. If the combination is not advisable or possible, CLARK will contact the customer to offer an alternative.

5. Start of production. Production begins once CLARK has received and approved the required information. Before that point, the order may remain on hold.

6. Cancellation. The customer may request cancellation before production begins. Once production has started, the custom-made product cannot be cancelled or returned because of a change of mind, unless applicable law provides otherwise.

7. Production timeframe. Production time depends on the prescription, lens type, material and treatments. It must be displayed during selection or confirmed before production. The 3–7 business-day transit estimate begins after dispatch.

8. Incorrect customer information. Errors caused by an incorrect prescription, measurement or information supplied by the customer are not manufacturing defects. CLARK may offer a paid remake, with the cost disclosed in advance.

9. CLARK or laboratory error. If the product does not match the approved prescription or a verified manufacturing or fitting error exists, CLARK will cover the applicable remedy and reasonable related costs.

10. Adaptation. Adaptation to progressive lenses or other designs may require time. Initial discomfort does not by itself prove a defect. The customer must contact CLARK before third-party adjustments or changes are made.

11. Third-party alterations. Alterations, repairs or lens changes performed by third parties before assessment may prevent the cause from being identified and may affect the commercial warranty, without limiting mandatory rights.

12. Data processing. Prescription and optical measurements are used to review, manufacture, deliver and manage the order. They may be shared with the optical laboratory and necessary providers in accordance with the Privacy Policy.

13. Contact. All enquiries must be sent to support@clarkshopcol.com. CLARK will reply in the same language in which the request is received, within the languages supported by the website.