Frequently Asked Questions

Purchasing
What’s included in the price?

With every KITE order, you get:

  • ZEISS precision lenses, cut and glazed to your prescription. ZEISS lenses come with DuraVision Platinum coating, made from 9 ultra thin layers to deliver anti-reflective lenses that are 20% more effective than Lotutec green coating. These are scratch-resistant, dirt-resistant, easy to clean lenses, with 2 years manufacturers’ guarantee.
  • All KITE sunglasses come with 100% UV protection.
  • Italian artisan frames made with Stainless steel, Nickel Silver or Mazzucchelli acetate.
  • protective case.
  • lens-cleaning cloth.
  • Guarantee booklet.

Are the prices the same online and in-store?

Yes, but there are more lense choices available in store that we do not sell online.

Can I order frames with non-prescription lenses?

Yes. If you’re shopping online, simply choose ‘non-prescription’ lenses. Like our prescription lenses, our non-prescription glasses include lenses made by ZEISS and feature a DuraVision Platinum® coating. Our non-prescription sunglass lenses are made by Divel Italia; innovators in lens technology and colour trends.

Will I receive the same eyewear I see in the photo?

Yes. We take great pride in photographing our frames and ensuring they are a true reflection of the product. Every pair of KITE’s is handmade therefore patterns within our textured acetate frames are unique and differ subtly from one frame to another. As a result we cannot guarantee the pattern on your frames will be exactly as per the glasses shown on our website; however, they will be very similar! Please also bear in mind digital screen colour configurations can vary from one device to another, therefore there’s a small chance the colour of the product will vary slightly from what’s shown on screen. If this is the case, the difference should be very subtle.

Do I need to set up an account to order online?

You can order online as a guest and you won’t need to set up an account. However, creating an account has its benefits; you’ll be able to view your order history, prescriptions, and check out more quickly in future, so we’d recommend it.

Can you deliver my glasses?

Yes. We provide free delivery of our glasses to any address within the UK. Glasses often require fitting, therefore if it’s convenient we recommend visiting our Shoreditch store (25 Redchurch Street, E2 7DJ) so we can adjust your frames for the perfect fit. You can find more information about our shipping services on our delivery information page.

Do you deliver internationally?

Unfortunately, we don’t currently offer international delivery. However, watch this space, as we are looking to grow our delivery destinations in the very near future.

What happens after I order?

If you placed your order on our website you’ll be provided with a unique order confirmation number and we’ll send you an order confirmation email. If you have ordered frames with a prescription, your lenses will be made at ZEISS and delivered to our glazing experts, who will cut and glaze them with expert precision. (In some instances, we may need to contact you to gain your pupillary distance measurements. If you don’t know your pupillary distance, with your permission, we’re happy to contact your previous optometrist to gain this measurement.) We will check and assess your new frames before shipping them to your delivery address via our couriers, DPD. We will send you a shipping confirmation email which includes a DPD tracking number. Alternatively, if you requested to collect your frames in our Shoreditch store, we’ll send you an email to confirm your frames are available to collect.

Can I change my order after I’ve placed it?

Before your eyewear has been prepared for shipping, you can cancel the order, change the frame colour or edit your billing and delivery details. If you need to make an amendment, please let us know as soon as possible via email [email protected] or call us on 020 3728 7777.

Can I remove anything from my order?

Yes. You can delete any unwanted items, as long as we haven’t processed the order. If you wish to remove an item from your order, please let us know as soon as possible via email [email protected] or call us on 020 3728 7777.

What support do you offer after I buy?

We want you to be delighted with your frames and your KITE experience. This doesn’t stop when you leave our store. We provide a comprehensive aftercare service, so should you require support or if you have any questions please pop in to our Shoreditch store, email us at su[email protected] or alternatively call us on 020 3728 7777. We also offer a 30-day goodwill money back guarantee and our frames come with a two-year warranty. For more information about our guarantee please see section 31 of our Terms and Conditions.

How do I adjust the fit of my frames?

Simply visit our Shoreditch store and one of our friendly team will ensure your KITE frames are properly fitted. Alternatively, most opticians will do this for you; however, they might charge a small fee. Please note, we cannot be held accountable for any damage caused to frames by a third party.

Can I buy out-of-stock eyewear?

If a frame is out of stock, rest assured we’ll be doing our utmost to replenish our stock as soon as possible. If a frame has been discontinued, it will no longer be available on our website for purchase. For more information about an out of stock item please contact us via email [email protected] or call us on 020 3728 7777.

Where can I find your store?

You’ll find our store at 25 Redchurch Street, Shoreditch, London, E2 7DJ; a two-minute walk from Shoreditch High Street railway station. You can find out more detailed information about our store location here.

What language(s) can I use to browse your website?

At the present time our website is only available in English. Some browsers will allow you to browse our website in alternative languages should you wish.

Payment
What payment methods does KITE accept?

We accept Visa Debit, Visa Electron, MasterCard, American Express, Apple Pay*, Android Pay*, JCB*, and Union Pay*. All payments are processed through our secure checkout. If you’d rather order by phone, you can call the KITE store on 020 3728 7777 – seven days a week, as per our opening hours.

* Accepted in store only.

Is it safe to use my credit card with KITE online?

Yes. We take your security very seriously. For card payments, only Secure Electronic Transactions (SET) are accepted. After verifying your card is included in the SET system, the system will contact the card-issuing bank to enable you to authorise your purchase. When the bank confirms authenticity, the payment will be charged to the card. Otherwise the order will be cancelled.

How do I know that my order has been processed?

We’ll email you an order confirmation email once your order has been received. We will also send you a shipping confirmation email. If we have an issue with your order we will contact you as soon as possible either by email and/or phone. If you’re unsure about the status of your order please send us an email to [email protected].

Why is my payment declined?

Please make sure you’ve entered all details correctly. If you choose to pay with Visa or MasterCard credit card, make sure these details are correct: the long card number, the name of the card holder, the expiration date, and the 3-digit CVV-code on the back of your card.

Eye Tests
Are your eye tests suitable for children?

Unfortunately we’re not able to carry out eye tests for children under the age of 12.

What if I suddenly can’t make my appointment?

If you can’t make your appointment, please let us know at least 24 hours before your appointment start time. The easiest way to cancel or reschedule your appointment is via the eye test appointment confirmation email we sent you when you made your appointment. Alternatively you can email us at [email protected] or call us on 020 3728 7777 to reschedule or cancel your appointment. Please note, a £10 cancellation fee will apply if appointments are not attended or cancelled less than 24 hours before the appointment start time.

Am I eligible for a VDU Voucher from my employer?

We would recommend you contact the HR team at your workplace to find out if you’re entitled to a VDU Eyecare Voucher.

Prescriptions
How do I send you my prescription?

The simplest solution is to take a photograph or scan of your prescription. Please make sure your image includes the date of the eye examination, the recall date and the signature of the optician. You’ll be prompted during checkout to attach the image of your prescription to your online order if appropriate. Our team of lensologists will do the rest. If there are any issues, they’ll let you know.

How do I find out what my prescription is?

With KITE: If you don’t already have a prescription, or if it’s been more than a year since your last eye test, you can visit our Shoreditch store for a state-of-the-art eye examination. Our eye tests are complimentary.

With another specialist: If you can’t have your eyes tested at KITE, make sure you have a copy of your prescription from a qualified optician (within the recall date). This is all you’ll need to order prescription glasses from KITE. If possible, make sure you ask for your pupillary distance (PD). This is the measure, in millimetres, of the distance between your pupils.

Can I use my contact lens prescription?

Prescriptions for contact lenses and spectacles may differ depending on the strength of the prescription, so it is recommended to have a separate prescription for each.

Can I buy different KITEs with different prescriptions?

Yes, you can.

Lenses
What prescription lenses can I get from KITE?

All KITE eyewear is fitted with the world’s best lenses from ZEISS and come with the most powerful anti-reflective, scratch-resistant DuraVision Platinum® coating. They also feature Digital-Inside® technology to protect your eye muscles as you switch to and fro between physical space and virtual space on digital screens of all sizes.

Do you sell varifocal lenses?

Yes we provide all of our customers with ZEISS Superb varifocal lenses if required, however these can only be purchased in store as we’ll need to take precise measurements of you in your chosen frame. As each lens is tailored to the specific measurements, they take around 14 days to arrive from Germany to be fitted into your KITE glasses. Please get in touch if you’d like to know more.

Do you sell transition lenses?

Yes, we offer ZEISS Photofusion lenses which are available in grey or brown filters at an additional cost of £70. They typically take between 10 and 12 days to arrive from Germany. Transition lenses are not suitable for all KITE frames therefore we’d recommend contacting us to discuss your specific requirements.

What lenses do you use in your sunglasses?

All our prescription sunglasses are fitted with ZEISS sun lenses. Non-prescription sunglasses come fitted with Divel Italia lenses.

What UV protection do your lenses have?

All our sunglass lenses, prescription or non-prescription, come with 100% UV protection.

Do you offer polarised lenses?

We don’t currently offer polarised lenses.

What type of lens should I have?

Lens decisions can be confusing. Don’t worry! We’ll choose the very best lens for your vision, comfort and appearance – including 1.67 or 1.74 ‘high index’ lenses. You don’t have to worry about coatings – because you’ll get the most powerful coating available: ZEISS DuraVision Platinum®. This ultra-fine anti-reflective, scratch-resistant coating is 20% more robust than other coatings.

How should I clean my lenses?

To ensure your lenses preserve there initial appearance, they should be washed regularly, with slightly soapy water, rinsed with clean water and wiped dry with the KITE pocket cleaning cloth. Avoid any contact of your frames and lenses with mercury or strong solvent based products like acetone or cleaning fluids. These products may damage the finish of your eyewear. Please also avoid wood-fibre materials such as toilet tissue, paper towels or tissues to clean your eyewear.

Stylist Appointments
How much does a Stylist Appointment cost?

Our stylist appointments are free.

Do I have to book an appointment with a stylist, or can I just turn up?

To guarantee a stylist appointment you can place a booking on our Stylist Appointment booking page. Stylist appointments are also available on a walk-in basis; however, during busy periods we cannot guarantee a stylist will be immediately available.

Home Try
What is Home Try?

Home Try is a free service which allows you to try on up to four frames in the comfort of your own home for a week. Simply choose up to four optical frames and order these for free via our online checkout. We'll deliver your frames in approximately 2 working days, free of charge. You then have 7 days to play with your look, then return the frames using the prepaid label in the Home Try box. You can arrange collection or drop off at your nearest access point. Once you choose the frames you want, place an order online as you normally would. Upload your prescription and we will make a brand-new pair for you. For full details about our Home Try service we would encourage you to read sections 33 to 40 of our Terms and Conditions.

Where is Home Try available?

Currently, Home Try is only available in the UK.

How do I find out more about Home Try?

You can find out more about Home Try here, or email us [email protected].

Privacy
Is my personal information kept private?

We take data privacy and protection very seriously. Your information will never be shared with third parties. To find out more, please read our Privacy Policy.

Is it safe to use my credit card with KITE online?

Yes. For card payments, only Secure Electronic Transactions (SET) are accepted. After verifying your card is included in the SET system, the system will contact the card-issuing bank to enable you to authorise the purchase. When the bank confirms authenticity, the payment will be charged to the card. Otherwise the order will be cancelled.