Frequently Asked Questions
Buying and ordering
What’s included in the price?

With every KITE order, you get:

  • Zeiss precision lenses, cut and glazed to your prescription
  • Italian artisan frames made with steel or Mazzucchelli acetate
  • protective case
  • lens-cleaning cloth

What happens after I order?

Your unique lenses will be made at Zeiss and delivered to our chief lensologist, who will cut and glaze them with expert precision. We will check and assess your new frames before posting them to your delivery address. Alternatively, you can collect them from our East London store.

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

It’s totally optional. You can skip this step and checkout as a guest. When you create a password during checkout, an account is automatically created on This account gives you access to your order history and receipts, faster checkout and multiple delivery addresses.

How do I adjust the fit of my frames?

Visit us here to ensure your KITE frames fit well. Otherwise, most opticians should be able to help, however they might charge a small fee. Get in touch for more advice.

What support do you offer after I buy?

It’s important to us you’re happy with your frames, so we provide a comprehensive aftercare service. You can drop by the store, email us, or call +44(020)3728 7777.

Can I order frames with non-prescription lenses?

Yes. If you’re shopping online, simply choose ‘non-prescription’ lenses. Like our prescription lenses, these lenses are also made by Zeiss.

Are the prices the same online and instore?


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

Before your eyewear has been prepared for dispatch, you can cancel the order, change the frame colour or edit your billing and delivery details. If you need to make an amendment, please call us as soon as you can: +44(020)3728 7777.

Can I buy out-of-stock eyewear?

If a frame is out of stock, we will replenish our stores as soon as possible. If that particular model is discontinued, it will no longer be on our website.

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

Yes. If there’s any reason for a difference, we will let you know.

Can I remove anything from my order?

Yes, you can delete any unwanted items, as long as the order hasn’t been processed yet.

Where can I find your store?

You’ll find our ‘beta’ store on the ground floor in Westfield, Stratford. One of our resident optometrists can clinically test your eyes, or you can browse our eyewear and try frames on for size.

What language/s can I use to browse online?

You can browse in English.

About prescriptions
How do I send you my prescription?

You can take a photo of your prescription or scan it. Then attach this image to your order. 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 us here for a clinical eye examination. Free of charge. We’ll do more than check your eyesight. Using the latest tech, we’ll look out for any eye-health issues. And we’ll let you know what’s best for your ongoing ophthalmic health.

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. This is all you’ll need to order prescription glasses from KITE. But do ask for your pupillary distance (PD). This is the measure, in millimetres, of the distance between your pupils. The average PD for men is 63mm. For women, the average PD is 59mm.

Can I use my contact lens prescription?

No. Prescriptions for contacts and spectacles are different because the lenses are at a different distance from the your eyes.

Can I buy different KITEs with different prescriptions?

You can only have one valid prescription at a time. If your prescription changes, the new one will override the old one.

About 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, anti-scratch, anti-glare coatings. 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.

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®. This ultra-fine anti-reflective anti-scratch coating of ion-assisted deposition platinum is three times more robust than other coatings.

Do you sell varifocal lenses?

Instore but not online. (For progressive lenses, you need an expert to take precise measurements.) Please get in touch if you’d like to know more.

What lenses do you use in your sunglasses?

All our sunglasses – prescription and non-prescription – are fitted with ZEISS sun lenses. Polarised lenses are available in grey, brown and green colours.

How should I clean my lenses?

All KITE lenses are ZEISS lenses, protected with an ultra-fine DuraVision® platinum coating. This is exceptionally dirt-resistant and scratch-resistant, but it’s not scratch-proof. Do not use wood-fibre materials such as toilet tissue, paper towels or tissues to clean your eyewear. (They clean poorly and can scratch too.) Use only the KITE lens cleaning cloth which came with your eyewear. For stubborn grease marks, rinse the lenses with warm water, apply a tiny drop of washing-up liquid, and gently rub both sides with your KITE cloth.

About privacy
Is my personal information kept private?

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

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

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.

NHS and VDU vouchers
Does KITE offer NHS eye-tests?

We offer free eye-tests for everyone, including NHS patients.

Does KITE accept NHS and VDU vouchers?

Yes, but only instore (not online). The VDU vouchers we accept are: Edenred Eyecare Vouchers. If the NHS or your employer contributes towards the cost of your glasses, this contribution will be deducted from the eyewear cost. The value of the deduction depends on your prescription and can be worked out after your eye-test. If, for clinical reasons, you need tints or prisms in your glasses, the value of the voucher will be increased accordingly.

Am I eligible for NHS sight tests and optical vouchers?

To find out if you’re eligible, please visit the NHS website.

Am I eligible for a VDU Voucher from my employer?

Contact Human Resources at your work place to find out if you’re entitled to a VDU Eyecare Voucher.

About payment
What payment methods does KITE accept?

We accept Visa Debit, Visa Electron and MasterCard. You can also use PayPal. All payments are processed through a secure checkout system developed by Stripe. If you’d rather order by phone, you can call the KITE store on +44(020)3728 7777 – seven days a week.

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

We take your security 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 is OK?

You’ll receive a confirmation email. If you don’t receive the email, please contact us: [email protected]

Why is my payment declined?

Please make sure you’ve entered all the right details. 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. If you paid with PayPal, please check all the information is valid, that you have enough in your account, and you’re able to make an online purchase.

Can I order tax-free?

If you’re shopping with us from within the UK/EU, the prices online are inclusive of Value Added Tax (VAT).

Home Try
What is Home Try?

Browse our glasses and choose up to 4 optical frames. We'll deliver them to you in approximately 2 working days, free of charge. You then have 7 days to play with your look, then return the frames using the pre-paid 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.

Where is Home Try available?

Currently, Home Try is only available in the UK.

How do I find out more about Home Try?

Find out more about Home Try here, or email us: [email protected]