Frequently Asked Questions and Answers

Top Frequently Asked Questions

What if I don't like the glasses when I receive them? Can I return them?

In case you don't like the glasses when you receive them, you have the right to return them in 14 days. In this case you get a refund for the frames. In case your ordered prescription glasses you also receive the refund for the frames, but not for the glass lenses, because they were custom made for your eye parameters. You can find the contract cancelation here.

I have found a material defect on the glasses when I received them. What can I do now?

You can send the glasses back to us together with the claim form. When we receive your claim we conducting a detailed review. If we conclude that your claim is justified, you receive a full refund.

I can’t find the PD value on my prescription. How can I measure it?

You can measure the PD value on our website by using a stripped card or by printing a PD ruler. You can find detailed instructions here.

I ordered prescription glasses with the wrong parameters. What can I do now?

You can return the glasses and receive a refund for the frames or ask us for lens replacement. In this case you can return the glasses with the lens-replacement form. Once we receive the glasses we inform you about the additional payment that has to be made in order to insert new glass lenses.

Can I order progressive glasses on Crullé?

Yes, you can also order glasses with progressive/mul­tifocal glass lenses. First you have to pick your favourite frame and then click on ‘Select your lenses’. In the next step you’ll be able to choose the progressive lenses and insert your values.

Can I order glasses without strength?

Sure you can! When you select your favourite frame, you’ll be able to choose the option ‘Order just the frames’. If you choose this option, you’ll receive the frames with glass lenses without strength.

How can I know that the glasses I chose on your website will suit me?

You can use our virtual try-on tool and virtually try most of our models. You can also compare the dimensions of your existing glasses to the dimensions of Crullé glasses. You can find the dimensions under the product description on our website. Your glasses will usually have the dimensions on the inner side of the temple arms.

Delivery and Returns

What if I don't like the glasses when I receive them? Can I return them?

In case you don't like the glasses when you receive them, you have the right to return them in 14 days. In this case you get a refund for the frames. In case your ordered prescription glasses you also receive the refund for the frames, but not for the glass lenses, because they were custom made for your eye parameters. You can find the contract cancelation here.

I have found a material defect on the glasses when I received them. What can I do now?

You can send the glasses back to us together with the claim form. When we receive your claim we conducting a detailed review. If we conclude that your claim is justified, you receive a full refund.

How do I know when my order is shipped?

You will receive an automatic email with the tracking link and number when your glasses are sent.

I placed an order but I want to know what is the status of my order. Where can I check it?

You can check the status of your order by logging in to your account on our website. If you go to your profile, you’ll be able to see the status of your order(s) under the section ‘My orders’.

Prescription glasses

I have astigmatism with cylinder +/- 4.00. Can I order prescription glasses with this value on your page?

If you have cylinder above +3.00 or below -3.00 we are not able to produce prescription glasses for you.

I can’t find the PD value on my prescription. How can I measure it?

You can measure the PD value on our website by using a stripped card or by printing a PD ruler. You can find detailed instructions here.

I ordered prescription glasses with the wrong parameters. What can I do now?

You can return the glasses and receive a refund for the frames or ask us for lens replacement. In this case you can return the glasses with the lens-replacement form. Once we receive the glasses we inform you about the additional payment that has to be made in order to insert new glass lenses.

Can I order progressive glasses on Crullé?

Yes, you can also order glasses with progressive/mul­tifocal glass lenses. First you have to pick your favourite frame and then click on ‘Select your lenses’. In the next step you’ll be able to choose the progressive lenses and insert your values.

Can I order blue light blocking glasses and prescription glasses two in one?

Yes, in the checkout section where you select your values, you’ll first have to choose the type of lenses and then you can add a blue light blocking filter on top of the lens.

Payment

What payment methods can I use?

We accept payments made using credit/debit cards: Visa, Visa Electron, Mastercard. We also accept payments via PayPal or direct bank transfer.

What if I have paid the glasses and my order was not processed?

In this case please contact us on info@crulle.com and send us our payment confirmation.

Ordering glasses online

What do I need to order prescription glasses online?

If you want to order glasses online, you will need your eye card with all the parameters including PD value. When you have all the information gathered, you can select your favourite frame on our website and proceed to the selection of values for each eye. At the end, you are able to choose from different thicknesses and special filters/coatings like blue light blocking filter.

Can I order glasses without strength?

Sure you can! When you select your favourite frame, you’ll be able to choose the option ‘Order just the frames’. If you choose this option, you’ll receive the frames with glass lenses without strength.

How can I know that the glasses I chose on your website will suit me?

You can use our virtual try-on tool and virtually try most of our models. You can also compare the dimensions of your existing glasses to the dimensions of Crullé glasses. You can find the dimensions under the product description on our website. Your glasses will usually have the dimensions on the inner side of the temple arms.