Our customer service team are here to help from Monday to Friday 9am - 5pm. ET.
Please fill free to contact us if you have any questions. We'll get back to you as soon as we can.
For all press related inquiries please contact firstname.lastname@example.org
Come visit our specialist in one of our retail location
BonLook currently does not offer the home try-on service. However, our return policy is so flexible, easy and free that it ends up being a home try-on service. And, you get the frames with the prescription lenses, meaning that if you like them, you get to wear them right away! Click here for more info on the return policy. We have a showroom and a kiosk in Montreal, Canada. Click here for the business hours.
You will be able to activate our Virtual Try-on feature once you are on a product page. Below the main product picture, you will see the button “VIRTUAL TRY-ON”. Click on it and choose to either activate your webcam or upload a passport style picture of yourself. Trying on frames virtually is a fun and easy way to quickly see if the shape or the color of the frames fit you! You can even share the picture on different social media platforms with easy “Share” buttons, so you can get your friends' opinions on what fits you best.
We offer the Perfect Fit questionnaire. Answer a few questions and instantly receive personalized suggestions based on your face shape and width and on your personal style. Click here to get your personalized suggestions now.
You can also consult our handy Face Shape Guide, which gives you information on how to identify your face shape and directs you to the best selection of frames for each type. If you already know that you are looking for small, medium or large frames, you can use our “Filter” tool at the top of each catalog page. You will be able to automatically narrow down the selection to the specific size you are looking for.
Lastly, do not hesitate to call our customer service department. Our agents are extremely well versed in the shape and fit of each of our frames and will surely guide you through the selection. Click here for info on how to contact a customer service agent.
All our prescription lenses are from Essilor, the world’s leading manufacturer of first-rate ophthalmic lenses. The lenses are fitted to your prescription by a certified optician at a top North American lab.
We offer single vision, progressive, degressives and anti-fatigue high-quality lenses.
We also offer a wide range of treatments to customize your lenses to your individual needs. Click here to learn more about our lenses and treatments.
In Canada, anti-fatigue, degressive and progressive lenses are available in our stores by appointment with one of our opticians only.
To book an appointment with one of our opticians, click here.
Photochromic lenses are available in Canada in our stores by appointement with one of our opticians only.
To book an appointement with one of our opticians, click here.
Not available for US and International orders.
All our glasses can be made into readers. To place your order, simply add the frames you want to your cart and then select the option "I will send my prescription later". We will then get in touch with you via email. You simply have to reply to the email to let us know that you want reading glasses and to specify the lens magnification strength.
Yes, of course! If you are buying glasses just to look fabulous, but don't require prescription lenses, it is mandatory for you to have real lenses for health and security reasons. Additionally, these high quality non-Rx lenses will have the same anti-reflective and scratch-resistant protections than our regular Rx lenses possess. When placing your order, choose the purchase option "I need non-prescription lenses for my glasses" at checkout. If you want to purchase a frame only and see your eye care professional for your Rx lenses, simply place your order by selecting the same purchase option "I need non-prescription lenses for my glasses" at checkout.
Each style is only available in one unique size, but our selection has styles for narrow, medium, and wide faces.
On each product page, the frame measurements are listed as three numbers below the main picture. The first number refers to the width of one lens in millimeters, the second number to the width of the bridge (the middle part), and the third to the length of one of the temple arms.
Most glasses (and all BonLook frames) have these numbers printed on the inside of the temple arm. See an example below. Please take note these measurements can help you shop for frames that are approximately the same size as your current pair. But be careful; just because the measurements are the same, does not mean that the frames will fit you exactly the same. If you are choosing frames based on their measurements, it is recommended to stay within a selection with a similar shape (ex: all rectangle frames). As an example, round frames often have smaller measurements because of the particularities of the shape. So, a round frame that is 45-19-135 will most likely posses a fit similar to a rectangle frame that is 50-17-135.
You will receive your frames completely even and leveled. It is common to have an ear higher than the other and sometimes, the frames may need adjustments for them to sit straight on your face or be tight enough behind your ears. You have a few options: you can visit an optical store for adjustments, you can adjust them yourself or you can call one of our customer service agents for help.
Most optical stores can adjust your frames for a small fee that we will refund up to a maximum of $20 (send us a copy of the bill). Please ask them to avoid heating your lenses in order to not damage them; directly heating the lenses can cause them to crack or bubble. The heat should be applied to the frames only.
If you want to adjust them yourself, you simply have to run the temples under hot water for 30 seconds. Don’t use boiling water; we don’t want you to burn yourself or damage your gorgeous new frames! Be careful to heat only the temple arms and not the lenses. Once the frames are warmed up, you can easily adjust the temples the way you want them to be and then let them cool off for 1 or 2 minutes by holding them in the correct position. Don’t be afraid to bend the material; cellulose acetate is meant to be malleable when heated. Repeat until you get the right fit.
Here is the checklist before ordering. Make sure that your prescription is:
- Written by a licensed optometrist
- Not expired. We cannot fill expired prescriptions. Expiration periods vary state to state. If your prescription is no longer valid, you should go back to your optometrist for a new eye exam and get an accurate prescription. Make sure that you leave with your new prescription in-hand, indicating your PD measurement
- For glasses and not contacts. Contact lenses prescriptions can be very different from your eyeglasses prescription. Make sure that your prescription is for glasses and not for contact lenses.
- Includes your pupillary distance (PD). Click here for more information on PD measurement
We must verify prescriptions from Canada with the responsible eye care professional. Each Canadian customer will receive an email with the procedure to follow in order to send their prescription and the picture for the pupillary distance measurement. We also offer to call their eye doctor for them. They must have a valid prescription, which is not older than two years.
For all the other countries, we will not verify your prescription with your eye doctor (unless you want us to) and you are not required to send us a copy or proof. However, be assured that your prescription will be verified by our optical staff. Please note that each citizen is responsible to see his/her optometrist preferably every two years.
A prescription usually looks like this:
SPH CYL AXIS ADD PRISM O.D. -3.25 -1.00 176 O.S. -3.50 -1.25 180
Or like this:
- R -3.25 / -1.00 x 176
- L -3.50 / -1.25 x 180
What do these letters mean?
- O.D. = Right eye
- O.S. = Left eye
- SPH = Sphere. This is the main part of your prescription. It indicates the strength of your myopia (nearsightedness) or your hyperopia (farsightedness).
- If you see the infinity (8) symbol, or Pl or PL in the SPH column, it means you are neither nearsighted nor farsighted. In this case, don't enter anything in this drop-down menu.
- The SPH number is sometimes written without the decimal point and you might find the positive or negative symbol written above the number rather than in front of it. For example, 150 is the same as +1.50 and -25 is the same as -0.25.
- CYL= Cylinder. This indicates whether or not you have astigmatism. If the CYL column is empty, or indicates a DS or SPH, it means you don’t have astigmatism. In this case, don't enter anything in the drop-down menu. On the other hand, if there is a value, it means you have astigmatism and will enter a value in the AXIS column.
- AXIS = AXIS. This indicates the location of your astigmatism. If you have a CYL value, you must have an AXIS value. It will be between 1 and 180 degrees and should always be a whole number (no decimal point). If you don’t have a CYL value, do not enter anything in the AXIS column.
- ADD: If you have a value in this section, it indicates that you need progressive lenses. We do sell progressive lenses; please refer to the section 'Do you sell bifocal, multifocal or progressive lenses?'' for more information.
- PRISM: This section is usually left empty, but if there is a value, it means you have a special prescription because of a specific condition (ex: lazy eye). We recommend you purchase our frames only and see your eye care professional for the lenses.
You need to go see a licensed optometrist to get your valid prescription.
We can fill a wide range of prescriptions, including prescriptions with astigmatism. However, we do have some limitations. If your prescription is outside the range that we normally carry, don’t be shy to contact our customer service department. They will be able to determine if we can accommodate your prescription or not.
Here is our standard range for optical frames or regular sunglasses lenses:
- SPH (for nearsightedness or short sightedness):
- We fill prescriptions with a sphere (SPH) value between -8.00 or +6.75. If you do not have astigmatism, the SPH will be the only value on your prescription (no CYL or AXIS). Ultra-thin lenses are required if SPH is between -3.25 to -8.00 OR between +2.25 to +6.75
- CYL & AXIS (for astigmatism):
- If you have astigmatism in either eye, you will have a cylinder (CYL) and an axis (AXIS) value in your prescription. We fill prescriptions with a CYL value between ±3.00. Ultra-thin lenses are required if your CYL is -2.25 to -3.00 OR +2.25 to +3.00. The AXIS value does not influence whether we can or cannot fulfill your prescription.
- ADD (for progressive lenses)
- This value indicates that you need progressive lenses. We fill prescriptions with an ADD value of up to +4.00
- PRISM we do not fill prescriptions with prism
Here is our standard range for polarized prescription lenses:
- SPH: -6 to +4
- CYL: -2 to +2
- AXIS: no limit
- ADD: +0.75 to +4.00
The pupillary distance, also called PD, is the distance between the centers of each eye. Unfortunately, it is often not provided by your optometrist, but rather measured by the optician when you place an order for eyeglasses. However, it should be part of your prescription details. Therefore, we highly recommend you request it when you see your eye care professional.
PD is measured in millimetres and used to align the center of the lenses with your pupils. If it is not written on your prescription, we can measure it for you by submitting a photo or using your webcam on our PD measurement page.
For day-to-day cleaning, you can wipe your lenses with the microfiber cloth that you receive from BonLook. For more thorough cleaning, rinse them with gentle soap and water.
It is recommended that you not use household cleansers (ex: window cleaner, rubbing alcohol) on your lenses as this may damage the anti-scratch coating. Also, it's best to not clean your delicate lenses with coarse materials (ex: wool, paper towels, bath towels, your T-shirt). Even though these things may seem soft, they can scratch your lenses. Lastly, don't store your eyewear lenses-down; this is one of the main ways that lenses end up scratched. You should store them in a hard case whenever they’re not on your face.
You need a valid prescription. If you don’t have it with you, we can call your eye doctor for you (select that option at checkout) or you can call yourself and ask for the details of your prescription for eyeglasses (not for contact lenses). By law, your eye care professional is required to provide you with this information. If your prescription has expired, you should go have a new eye exam and make sure to leave with a fully-detailed prescription, including your PD measurement, which is the distance between your two pupils measured in millimetres.
If you are not sure how to enter your prescription, just select your frames and at checkout, choose the option "I will send my prescription later". You’ll receive an email explaining how to send us your prescription and we’ll make sure to select the best lenses for you.
You can contact our customer service department at 1-877-755-6659 (Mon-Fri, 9am-5pm ET) or email@example.com. We will gladly make any changes to your order.
You can follow the status of your order by going into the 'MY ACCOUNT' section on the website and by clicking on the tab “Orders”
We currently only accept one prescription per user account. Each prescription matches one user account. So if you are ordering for someone else, you will need to create a different user account. If you want two different prescriptions filled, for example, one for reading and one for distance (for presbyopia), you will need two separate orders. This is due to logistics at the optical lab and to ensure that the correct lenses are put into your frames.
Once shipped, orders within the U.S.A. (excluding Alaska) usually take 2 to 5 business days to reach their destination. For Canadian orders it usually takes 10 to 12 business days to reach their destination. You can track your order with the tracking number provided to you by email.
SHIPPING RETURN Order under $80 Order $80 and over Order under $80 Order $80 and over CANADA $10 CAD FREE Customers will be responsible for shipping cost coverage for returns. Free 30-Day Return CONTINENTAL US $10 USD ALASKA - HAWAI - PUERTO RICO - GUAM $35 USD Customers will be responsible for shipping cost coverage for returns. INTERNATIONAL $35 USD
Please note that BonLook is not responsible for any duty fees incurred at the border.
Yes, we offer international shipping for a $35 USD fee.
International shipments (outside Canada and US - excluding Alaska) are subject to our standard return policy and an extra $35 USD non-refundable shipment fee. BonLook is not responsible for additional custom fees.
Yes, we offer expedited shipping for orders within the U.S.A. (excluding Alaska); you can select the option at checkout. Please note that we may need additional information when you place your order (PD, prescription, etc). In that case, expedited shipping will be possible only when we have your complete information.
When you're happy, we're happy! Click here to learn more about our easy, flexible and risk-free return policy.
Unfortunately, we do not ship to P.O Boxes.
Unfortunately, we do not replace lenses. However, if you own a BonLook frame that is still available (model and color), we have a special offer which allows you to re-order the same frame with your new prescription.
Unfortunately we do not exchange our glasses as they are prepared specifically for each individual customer. If you are not fully satisfied, please refer to our return policy to see if you qualify return & refund.
For online transactions in Canada, we accept Visa and MasterCard. Payment through PayPal is available at BonLook.com, for US and international orders only.
In stores, you can pay with Visa, MasterCard or debit cards.
While we do not accept insurance, you can simply submit your receipt from BonLook to your insurance company. If you need a detailed receipt, send your request via email at firstname.lastname@example.org or give us a call at 1-877-755-6659. Since every vision plan is different, we suggest that you contact your vision insurance administrator to find out how you can get reimbursed. Also, be sure to let them know that the cost of your glasses will be more reasonable. Who knows, maybe they will give you a discount!
Yes, of course! If you participate in a defined contribution plan (FSAs, HRAs, HSAs), prescription sunglasses and eyeglasses are usually covered. Every defined contribution plan is different, so you should contact your human resources representative at work or your family accountant for more information.
If I'm using my FSA to purchase prescription eyewear, do I need to do anything special when I order?
No! Simply use your card on our site like a regular credit card. Payments through PayPal do not support FSA/HSA cards at this time.
You will find your itemized receipt in your BonLook account. You must log in, go in MY ORDERS, click on DETAILS beside your order. Click on the INVOICE button to access your itemized receipt.
We respect your privacy, therefore your payment is 100% secure. Every single transaction is verified by MasterCard® SecureCode™ and Verified by Visa®.
We do not store any credit card information; you will have to enter your credit card number every time you make a purchase at BonLook. As for your private information in your account, BonLook does not share any personal information with any third party. You will only receive emails from us.
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