Frequently asked questions
About our products and services
How to know if glasses fit me?
If you already have a pair of glasses then every frame has numbers 145-54-65 or similar on them. You can search Pupilo for frames with similar measurements. If you do not have glasses then use our TryOnline software to try frames on virtually.
Are all of your products authentic?
We guarantee that all of our products are 100% Authentic. Pupilo is an authorised retailer; all of our products are entirely genuine and purchased directly from the brand manufacturers.
Is my order inspected before it is shipped?
We pride ourselves on quality and excellence in our service. Every order is checked and all of the eyewear is thoroughly inspected, cleaned, and securely packaged before it is dispatched to you.
What accessories do I receive with my eyewear?
We always include all the materials provided for your eyewear from the brand. All of the eyewear comes with a protective storage item and cleaning cloth. Some products may have more accessories included.
Why didn’t I receive a hard case with my eyewear?
Some eyewear is supplied with a hard case and some with a soft case/pouch. However, we can promise you that your eyewear will come with its original packaging, inclusive of all accessories, as provided by the brand.
Can you fix my glasses if they're damaged?
You will need to give us a call or email us regarding the issue and we will advise you over the phone on what to do next.
I want to purchase an item but I don't know my frame size, can you help me?
If you do need help with finding your frame size, please contact us. We are always happy to help!
What is PD (pupillary distance)?
Pupillary distance is the distance between the pupils in millimetres. This determines where your prescription is centred in your lenses in optical frames. Most adult PD's are between 60-65mm.
Do you sell bifocal and multifocal glasses?
Yes, we do. If you require details or advice on a specific pair of glasses, please call us on +372 56 821 121.
Do you sell a range of children’s glasses?
We sell children’s glasses and sunglasses online.
Are prescription sunglass lenses free?
No. If you wish to place an order for prescription sunglasses, you will need to pay for your lenses. We fit our high quality optical branded lenses into all of our eyewear so you won't receive your prescription sunglasses with the brand's lenses e.g. Ray-Ban prescription sunglasses with Ray-Ban prescription lenses.
Orders & Shipping
How can I track my order?
You can enter your order or tracking number in the Track Order section in our top navigation, or you can check on the status of your order on our Order Tracking page.
What shipping methods do you offer?
International customers: we ship through DHL Express Baltic and Finnish customers: we ship through the SmartPost, Omina and DHL Expess
How long do I have to wait for my order?
Your order will be delivered within 7 - 14 business days. Your glasses will usually reach you faster, but may take the full 14 business days depending on the complexity of your prescription and the package you selected.
How do I place an order?
Browse the site and pick out a frame- or better yet, several frames. Fill in your prescription and tell us what lenses you would like. We’ll take care of the rest!
Where can I get my prescription?
From your eye care professional, likely an optician or optometrist. They are required to provide you with your prescription following an eye exam.
How is Pupilo so inexpensive?
In short, we cut out the middlemen and retail costs while maintaining excellence. We complete all manufacturing under one roof and never cut corners on quality.
Oh no! I need to change something about my order. What should I do?
Our customer service team can fix your prescription as long as you reach out to us in a timely manner. Call +372 56 821 121 or send an email to care@pupilo.eu and let us know how we can help you with your order. Make sure to have the order number ready before contacting us. Head over to our Contact Us page for more info.
Do you ship internationally?
Yes, we do.
How long will it take for my glasses to arrive?
Once we’ve received your prescription, it usually takes about two weeks to complete your order. Depending on your prescription type, your glasses may take longer to process. One of the most common hold-ups during processing is a missing PD or pupillary distance measurement on your prescription. To ensure we can get right to work on your order, make sure you’ve included your PD with your prescription details.
Do you double-check my order to ensure nothing is wrong before shipping to me?
We triple-check every single order for prescription correctness and frame integrity before sending them to you. If we miss anything, or you’re not 100% satisfied, contact us and we’ll take care of you. Call our customer service team at +372 56 821 121. Or email us at care@pupilo.eu
Changes & Returns
What is your returns policy?
At Pupilo, we guarantee the quality of our eyewear. If you are not happy with your glasses, simply contact us for a refund or a replacement. Pupilo has a 14-Day Fit & Style guarantee which allows customers to make an equal exchange or return with no questions asked. Our 365-Day Product Guarantee means Customers are eligible for a one-time replacement pair within 12 months. A one-time replacement pair will be only issued if there are clear defects in material and workmanship. Product warranty does not cover damage caused by accidents, negligence, or improper care.
What should I do to change an item?
Changes must be processed by the customer through the following link: . For better monitoring and control, please send us an email to care@pupilo.eu with the reason for the change and the order code. Please send the product back to us with your preferred courier (Pupilo is not responsible for any return shipping). The returned product must meet the following criteria. • Unused and in their original condition. • All accessories such as case and cleaning cloth must also be returned. • Any tags must not be removed from the glasses.
Is there any deadline to make a change?
Law provides a maximum period of 14 calendar days. In case the change period ends on Saturday, Sunday or holiday, it will be extended until the first business day. This period starts to count from the day the request is received by the customer or the person indicated. In the case of transactions with services or online content, the deadline is counted from the following day of the purchasing. We are happy to exchange a pair of glasses of the same value with the 14-day period. Should you wish to exchange for a pair of glasses at a higher value, the difference must be settled before shipment.
What is the cost of any change?
Properly handled returns are free and no shipping costs.
Can I change the shipping address?
Yes, you can! But only before your order has been shipped.
When will I receive the refund of my order?
After approving the change you will receive an email confirming that the amount is being credited to your account using the same payment method that you used for ordering. The items - as well as the packaging - must be in perfect conditions. Please allow up to 14-21 business days from when we receive the return for your money to be refunded.
What if the refund amount is incorrect?
Please contact us at care@pupilo.eu and we will give you a prompt solution. Pupilo reserves the right to refuse changes communicated or sent after the deadline established by law or those items which are not in good conditions.
Support
Oops! I entered some of my prescription incorrectly. Now what?
Our expert team can fix your prescription as long as you give us a call at +372 56 821 121 or shoot us an email at care@pupilo.eu with your order number and correct prescription within the hour of ordering.
Lenses
Why do you offer free prescription lenses? Are they high quality?
We include free clear, single-vision prescription lenses made from premium polycarbonate with every frame. Polycarbonate is an upgraded lens material that you usually have to pay an upgrade fee for at other lens providers. We start with it because that’s what feels fair to us. We do offer lots of other lens materials and types, including high-index and progressive lenses. Those aren’t free, but we’re pretty proud of the competitive prices we’re able to offer.
Do your lenses include AR and UV coatings?
All of our clear and polarized sun lenses include our essential coating, free! This makes your lenses scratch-resistant, and UV protected.
Do I need high-index lenses?
Great question! High-index lenses are made from a thin and light material that won’t create a Coke-bottle effect as it is shaped to accommodate higher prescriptions. If your prescription is lower than -3.5 or higher than +3.5 total power, we recommend high-index lenses. They offer increased clarity and sharpness for your vision needs. If you have questions about your prescription, please call +372 56 821 121 or email us at care@pupilo.eu
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