Penn & HazelFrequently Asked Questions
We put together quick answers to the questions people ask us most often at the workbench. If you wonder how lenses work or how frames should rest on your nose, you are in the right spot.
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Contact Customer SupportHow do I choose the correct reading strength?
If you currently use off-the-shelf reading glasses, our strengths correspond directly to standard optical diopters (+1.00 to +3.50). If you read small print around 35 centimetres from your eyes, a moderate strength like +1.50 or +2.00 is common, but we always suggest consulting your recent optometrist prescription card.
How are orders paid for and dispatched?
We accept payments via direct bank transfer and cash on delivery. Orders received before our 14:00 workshop cut-off on business days are packed and prepared immediately. You will receive a tracking link as soon as your parcel is handed to the courier.
What is your return policy if the frame does not suit my face?
We offer a 30-day return window from the date of delivery. Returned glasses must be unused, unaltered, and complete with their original hard case, microfibre cloth, and packaging.
Can the acetate frames be adjusted for a tighter fit?
Yes. Because our frames are made from genuine block cellulose acetate with titanium temple cores, they can be gently warmed and contoured around the ear by hand or by your local high-street optician.