Frequently asked questions

Cards (Visa, Mastercard, American Express) and Apple Pay through Stripe, instalments through Tabby and Tamara, and cash on delivery for UAE orders up to AED 5,000.

Yes. Every price shown includes UAE VAT at 5%. Your invoice breaks the VAT out as a separate line so you can reclaim it if you are registered.

Yes. Tabby splits the total into four interest-free payments and Tamara offers three instalments or pay-later. Both run their own approval at checkout, and both may decline — if that happens, the other payment methods stay available and your order is not lost.

If it has not shipped, yes — email support@eyevora.com with your order number as soon as you can. Once a parcel is with the courier it has to run its course, and you would return it under our returns policy instead.

No — you can check out as a guest with just an email address. An account saves your addresses and keeps your order history in one place, which makes a return considerably quicker.

All seven emirates of the United Arab Emirates. We do not ship internationally yet.

Standard delivery is 2 – 4 working days at AED 25, and it is free on orders over AED 200. Full detail is on the shipping page.

When your order ships we email a tracking number and the courier handling it — one of Aramex, Fetchr, Shipa, Emirates Post. Tracking can take a few hours to start updating after the email arrives.

Couriers here normally attempt delivery up to three times and will call the number on the order first. If all attempts fail the parcel comes back to us and we refund it, minus the original delivery charge.

14 days from delivery, for unworn frames in their original packaging with all accessories. See returns & refunds for the exclusions.

Prescription lenses cut to your specification, opened contact lenses, and anything damaged after delivery. These are made-to-order or hygiene items — the exclusion does not affect your rights if the product is faulty.

We refund to the original payment method within 14 working days of the return reaching us and passing inspection. Your bank may take a few days more to display it.

Contact us within 48 hours with photos and we will replace or refund them at no cost to you, including return delivery. Frames also carry a 12-month warranty against manufacturing defects.

Every product page lists lens width, bridge, temple length and total frame width in millimetres. The quickest check is to read those three numbers off a pair you already own and like — they are usually printed on the inside of the temple arm.

Yes. We need a current prescription from a licensed optometrist or ophthalmologist — UAE prescriptions are typically valid for two years — along with your pupillary distance.

No. Eyevora is a retailer, not a clinic. Nothing on this site is medical advice or a substitute for a sight test — please see a licensed practitioner for that.

Where a frame offers UV protection or polarisation it is stated in the frame specification on its product page. If it is not stated, do not assume it.

You choose a photo of your face, and the frame is drawn on top of it so you can position and resize it until it sits where real glasses would. It runs in your browser — no app to install and no camera permission needed.

Nothing — it never leaves your device. The try-on runs entirely in your browser, so the photo is never uploaded to us, never stored on our servers and never seen by anyone at Eyevora. The only copy that goes anywhere is one you choose to save or share yourself. See the privacy policy for the detail.

It is a good guide to proportion and style, not a measurement instrument. Lighting, camera angle and head tilt all shift the result — treat it as a strong preview and lean on the millimetre specification for exact sizing.

Email privacy@eyevora.com and we will erase your account. Order records are kept for 7 years because UAE tax law requires it — that part we cannot delete on request.

No. We share data only with the providers who make the store work — payments, delivery, email — and each is listed by name in the privacy policy.