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Claudia Alan US

FAQ

Frequently Asked Questions

Find the answers to many common questions here. If you can't find the answer to your question you can email your question to customerservice@claudiaalan.com or contact us here

FAQ Topics: 

  • Orders
  • Products
  • Warranty
  • Payments

Orders

I need glasses, what is the process?

Look at your existing frames for a size reference and then look at the frames we have online for something comparable.  It doesn’t have to be and exact match but will give you an idea for size comparison.  All measurements are in mm and the first dimension ie 53 is the width of one lens, the second number is the bridge or area over the nose. The last number is the temple size or length of one arm that goes over your ear.  More information on sizing here.

We don’t handle the prescription lenses so you will need to have your optician make and insert your lenses.  They won’t need directions on how to do so, unless you order the buffalo horn frames in which case we supply directions.

A lot of our frames are unisex and generally speaking the more male styles are given male names and the more female styles are given female names. If you have a question about a particular style just let us know and contact us.

We offer free shipping over $75 and any styles that don’t work for you we will take back for a refund, so it is pretty risk free. 

When will my order be shipped?

We normally ship orders around noon on Monday, Wednesday and Friday by expedited Canada Post.  If your order misses the noon cut-off it will be shipped on the next ‘shipping’ day. Customers in the US will receive their orders via United States Postal Service. 

How long does it take for my product to arrive?

We ship Canada Post expedited and delivery times are normally within 3-4 business days within Canada and 5-6 business days to the USA.  At this time tracking numbers are not automated into our system. If you do not receive your order within the time frame noted above, please let us know and we will try and track it down.

As well, for US orders under $80 we do not have a tracking number as the cost is prohibitive for smaller orders going to the US from Canada (costs us an extra $15 or so).

The vast majority of orders arrive without issue but on occasion they do go missing (even with a tracking number!) and we end up re-shipping. 

The glasses don’t work for me, how do I return or exchange them?

You can return any frames that do not work for you as long as they have not been used and have the tags still on. Once we receive them back we will process a refund based on your payment method.

If you wish to exchange the frames for another style, just let us know and we will send you the exchanged pair as soon as we get back the first ones.  We will let you know if there is any balance owing or due.

Please send returns and exchanges to the mailing address found here. 

Products

Will you fill my prescription in my selected frame if I send it to you?

We do not handle prescription lenses. You can order the frames online and then take the frames to your local optician to have your prescription lenses fit for you.  We will provide a receipt that you can use to make a claim with your health insurance if you have coverage.

If you order a pair of frames and they don’t work for you, we will accept them back for a refund. We offer free shipping over $75. 

Do the frames come with information on how my lenses need to be ordered to fit my frame?

Your optician will be able to cut and insert lenses into most of our frames without any specific information.  However for the buffalo horn frames it is recommended that you find an optician that is experienced in inserting lenses into horn frames. We do supply information with the buffalo horn frames when we ship them. This information can also be found here. 

What reading glass powers do you sell?

Most of our reading glasses come in 1.50, 2.00 or 2.50 powers. A few are available with a 1.75 such as the Dana.

We have a limited supply of different powered lenses for the Esme reading glass that we can send you with your order and have your optician insert them. We have 1.00, 1.25, 1.75, 2.75 and 3.00. Again these are only for the Esme reading glasses. Please contact us if you would like one of these powers shipped with your order. 

Can I have my prescription put into reading glasses or sunglasses?

Many of our reading glasses and sunglasses can accept prescription lenses. In the ‘Other Details’ section of each product description it will indicate if the frame is suitable for prescription or not. 

Will progressive or multi-focal lenses fit in the frame I choose?

The vertical height or B-Size of the lens is important in determining whether or not multi-focal or progressive lenses can be used in the frame. Any frame with a B dimension of 30mm or more should be fine for a progressive.  Some opticians can work with less ie 28mm.

We will be updating all of our product descriptions to include the B-size soon. You can find the B-sizes here.

We have had some customers fit progressives in the Esme reading glass style. 

Where can I find my frame's measurements?

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

You can find more information about sizing and fit here. 

Do you have a retail store? / Where can I go to try on your frames?

There are many retail locations in Canada and the USA, especially in the Pacific Northwest,  that carry our frames. We are in the process of compiling a list and will add it to our site as soon as possible. In the meantime you can also contact us with your location and we can inform you of any locations near you.

Regardless, please be assured that any frames that you purchase from us online that do not work for you, we will accept back for a full refund. 

Warranty

What happens if something breaks?

We guarantee our merchandise to be free of manufacturing defects and accept any defective item for refund or exchange within the following time periods after purchase:

Sunglasses

6 months

Reading Glasses

6 months

Optical Frames

1 year

Eyewear accessories

6 months

Purses

6 months

Jewellery

30 days

Table and Kitchenware

30 days

Other Gifts & Accessories

30 days

  

Payments

Can I pay with Diners club, debit card, cheque etc…?

We accept Visa, Master Card and Discover as well as any payment using Paypal. Visa Debit cards are also accepted.

We can accept a money order or check as well. In this case you must contact us and let us know what you would like to order. We will put it aside until we receive and deposit the check. At that time we will send you the product.

We can also accept Interac email deposits from Canada if you contact us to arrange it.

Do you direct bill to insurance companies?

We do not deal with insurance providers directly. However we do provide a receipt for your use when applying for reimbursement.

Why are taxes charged / not charged?

We charge taxes based on the delivery address. In Canada GST, PST or HST will be charged on taxable items depending on where the product is shipped to. 

Please note that optical frames are tax exempt. 

I have a tax exemption / status card. How can I order without paying tax?

If you have a tax exemption number or status card we can set you up in our system so that no taxes are charged. First sign up on our store and then email us your exemption number. We can then add this to your customer record so that you are not charged tax on your orders.

If you have already ordered, you can still send us your number and we can refund the tax that you paid.