Question 1

What is your return/exchange policy?

Accepted Answer

You can return or exchange a product for any reason within 90 days of receiving
your order. Please refer to our return policy (https://robertandsonsoptical.com/pages/returns-refund)or contact our customer service team for more information.

Question 2

How long do I have to exchange or return an item?

Accepted Answer

If you are returning or exchanging your item because the order is wrong or the product is damaged, you have 90 days from the date you received your item to return the product to Robert and Sons.
Products covered under warranty can only be replaced or repaired, not refunded.

Question 3

What should I do if my order arrived damaged?

Accepted Answer

If your order arrived damaged, please contact our customer service team immediately. They will assist you in resolving the issue and arranging a replacement or refund.

Question 4

Do you sell gift cards?

Accepted Answer

Yes, we offer gift cards that can be purchased and used on our website. They make great gifts for friends and family.

Question 5

How can I contact your customer service team?

Accepted Answer

You can contact our friendly customer service team by phone, email, or live chat. Our contact details can be found here (https://robertandsonsoptical.com/pages/contact)for each branch.

Question 6

Do you offer any discounts?

Accepted Answer

Yes, we occasionally offer discounts and promotions. You can stay updated on our latest discounts by subscribing to our newsletter or following us on social media.

Question 7

Can I change the size/color of a product after placing an order?

Accepted Answer

If your order has not been shipped yet, you may be able to change the size or color of a product. Please contact our customer service team as soon as possible to request a change.

Question 8

Do I have to pay delivery charges again if I return or exchange an item?

Accepted Answer

If you are returning or exchanging your item because the order is wrong or the product is damaged, robertandsonsoptical.com will provide you with free return delivery
charge. If you are returning or exchanging your item because of size, fit, color, or some other personal preference, then you will be responsible for paying the cost of delivering your item back to us.

Question 9

Do I have to create an account to order from robertandsonsoptical.com?

Accepted Answer

Yes, creating an account allows you to save your prescription information and other preferences that can make shopping on robertandsonsoptical.com quicker and more convenient in the future.

Question 10

Why do you need my phone number?

Accepted Answer

One of our sales associate will personally call you if they notice a problem with your order, such as an expired or incorrectly entered prescription, to see how you would like to handle the issue.

Question 11

Where is my order receipt?

Accepted Answer

You should have received a copy of your order receipt at the email address used to place your order. However, if you didn't or you need another copy, log in to your account and click on order history. This page will show you all the previous orders placed with us.

Question 12

Do you sell frames without lenses?

Accepted Answer

Yes, you can purchase frames only without lenses. If you decide you would like to purchase lenses later, you can send your frames back to us and we will add prescription lenses to them.

Question 13

How do I know what size frame I need?

Accepted Answer

You may be able to find your size numbers printed on the inside of your current eyeglass or call our expert Client Services Executive on +233 50 151 9111 if you need additional help.

Question 14

How do I know which frames will look best on me?

Accepted Answer

Our Virtual Try On can help you determine what style of frames will work best with your facial features. Our expert sales associate are always available via phone to make recommendations regarding frame shapes, styles, and colors.

Question 15

Can you repair my broken frames?

Accepted Answer

Yes! We offer a wide variety of repair services. Visit our showroom or call us for more information. Don't throw it out! Repair it.

Question 16

How do I know which lens material to choose?

Accepted Answer

The ideal material for your lenses depends on your prescription.
• Plastic lenses are recommended for light prescriptions, ranging from no correction to +/-1.75.
• Polycarbonate lenses are 30% thinner and lighter than plastic and recommended for people with prescriptions ranging from +/- 2.00 to +/-4.00. Polycarbonate is also recommended for children under 18 years of age and anyone who has an active lifestyle, due to its impact-resistance. Rimless and semi-rimless frames also work best with polycarbonate lenses.
• 1.67 Hi-Index lenses are 45% thinner than plastic lenses and help reduce the distortion of your eyes that people see when they look at you through your glasses. This lens material is recommended for people with prescriptions of +/- 2.00 and greater.

Question 17

Which lens features should I choose for my eyeglasses?

Accepted Answer

All of our lenses come with a scratch-resistant coating, UV protection. Premium features can be added to your lenses if you choose the premium lens options.
• UV Protection is a clear coating that blocks the sun's harmful UV rays from reaching your eyes. UV protection is so important that we automatically include it with your order.
• Anti-Reflective (AR) coating eliminates the glare on the front and back of your lenses. AR is a must-have on any pair of Rx glasses, since it reduces eye strain and has easy to clean (super hydrophobic) properties.
• Digital Light Protection is a precision engineered lens coating that can deflect a significant portion of harmful blue/violet light, leaving your eyes fresh, even after a long day at the office in front of a screen.
• Transitions Lenses automatically lighten and darken to adjust to outdoor light conditions. This option is ideal for people who do not want to constantly switch back and forth between their prescription eyeglasses and prescription sunglasses.

Question 18

What is the difference between bi-focal and progressive lenses?

Accepted Answer

Bifocal lenses offers two different viewing zones: the top part of the lens is for distance (i.e. to help you see things far away) and the lower part for the lens is for reading (i.e. to help you see things up close). The viewing zones of bi-focal lenses are divided by a visible line.

Progressive lenses are essentially no-line bi-focal. But instead of offering just two different viewing zones (near and far vision), progressive lenses offer many different focal points by seamlessly transitioning from distance vision to intermediate and near vision and everything in between. Progressive lenses provide much more natural vision and are typically recommended over bi-focal lenses.

Question 19

Can I order lenses only?

Accepted Answer

Yes, robertandsonsoptical.com will allow you to purchase prescription lenses only. However, you must send us your eyeglass or frames before we can process your order because we will need to cut the prescription lenses to fit your exact frame.

Question 20

Can you replace the lenses I have in my current frame?

Accepted Answer

Yes, robertandsonsoptical.com can replace the prescription lenses in your current frame. However, you must send us your eyeglass frames before we can process your order because we will need to cut the prescription lenses to fit your exact frame.

Question 21

I work on a computer all day. Can this hurt my eyes?

Accepted Answer

Computer monitors emit levels of radiation that are considerably lower than the maximum allowed for safety.

Question 22

How long does it take to get my glasses?

Accepted Answer

On average it takes about one week for your eyeglasses to be ready for pickup. Although for single vision orders we do offer 24 hour service. Occasionally we can rush progressives to only a three day waiting time.

Question 23

Can I use my insurance to pay for my glasses or contacts lenses?

Accepted Answer

Yes, robertandsonsoptical.com is an out-of-network provider for most insurance plans. Once you've placed your order, you can submit your prescription eyewear or contact lens purchase for reimbursement through your vision insurance provider.

We accept insurance from the following providers:
 • Phoenix Health Insurance
 • Nationwide Medical Insurance
 • Glico Healthcare
 • Apex Health Insurance
 • Premier Health Insurance
 • Acacia Health Insurance
 • Metropolitan Health Insurance
 • GAB Health Insurance Company Limited (GHIC)
 • Equity Health Insurance
 • Vitality Health Insurance
 • Ace Medical Insurance

Question 24

What forms of payment do you accept?

Accepted Answer

robertandsonsoptical.com accepts all major credit and debit cards, including Visa, MasterCard, and MTN MoMo /Vodafone cash/Airtel Tigo Money.

Question 25

How do you ensure that my personal and payment information is secure?

Accepted Answer

robertandsonsoptical.com uses a secure server and transmits all sensitive/credit information via Secure Socket Layer (SSL) technology before that data is then encrypted into our payment gateway database. We do not store any of your private/payment information on our servers after your transaction has been completed.

Question 26

Do you supply internationally?

Accepted Answer

Yes, we deliver products in the sub region.

Question 27

What does single-vision mean?

Accepted Answer

Single-vision means that you are either near sighted or far sighted, but not both (as is the case with people who need bi-focal or progressive lenses). Single-vision is the term used to refer to corrective prescription lenses that do not have multiple viewing zones, like bi-focal and progressives do.

Question 28

What is pupillary distance (PD) and how do I measure mine?

Accepted Answer

Pupillary distance (PD) is simply the distance (in millimeters) between the centers of your pupils. PD is important because it helps our lab figure out where the optical center of your lenses should be.

Question 29

Is the damage to my glasses covered under your warranty?

Accepted Answer

In general, damage to frames or lenses caused by a defect in the manufacturing process is covered under our warranty, while damage caused by the wearer is not covered.

Question 30

How long does your warranty last?

Accepted Answer

Our frame and lens warranties cover products for from the date you received them and last for 90 days.

Question 31

What do you mean by 90 Day Lenses Guarantee?

Accepted Answer

We pride ourselves on quality, so we want your lenses to provide you with such crystal clear vision that you forget you are even wearing glasses. If you find your prescription lenses are anything less than perfect, we will remake your lenses in the same frame absolutely free.

And if your doctor makes any changes to your prescription within 90 days of you receiving your order, we will make new lenses for your same frames for free.

Question 32

How will I know if my item is on back order?

Accepted Answer

You will receive an email at the address you provided to inform you that your item is on back order. You will also receive a call from our customer service department to ask you how you would like to proceed with your order.

Question 33

What is the proper way to clean and care for my eyewear?

Accepted Answer

• Clean your glasses by using water with liquid soap.
• Dry your glasses gently with a soft cotton towel or cleaning cloth for eyeglasses.
• A soft toothbrush can be used to wash away any grime around the nose pads. Be careful not to accidentally scuff the lens.
• Avoid using rough materials such as facial tissue or paper towels to dry your glasses, as they may scratch your frame or lenses.

How to care for your eyewear:
• Avoid leaving your glasses in a hot vehicle. High heat could damage the frame and lenses.
• Avoid touching your lenses with your hands to prevent contact with dirt and oil particles that could scratch the surface.
• When not using your glasses, keep them in a case to avoid scratches.

Question 34

How do I adjust my glasses so that they fit better?

Accepted Answer

Before delivering your glasses to you, we will adjust them based on standard fit. If you require further adjustments, we encourage you to visit any of our branches. Our sales Associate will adjust your glasses free of charge, as courtesy.

We do not recommend adjusting your glasses yourself, as excessive force or bending can break the frames or lenses.

Question 35

Whom should I contact if I have questions?

Accepted Answer

If you have questions or concerns about your order or the products on the robertandsonsoptical.com website, please call our customer service executives on +233 50 151 9111

Question 36

What are your business hours?

Accepted Answer

You may place an order on the robertandsonsoptical.com website at any day or time throughout the year. However, our customer service department can be reached on +233 50 151 9111 and during the business hours listed below.
• Monday- Friday: 7:0 a.m.– 6 p.m. ( Adabraka & Danquah Branches)
• All others, 8: am to 5 pm- Monday to Saturday
• Saturday: 9 a.m.–1 p.m.
• Sunday: Closed

Question 37

Is there a branch located in Adenta?

Accepted Answer

Yes we have a branch in Adenta. It is located on the Hospital road in front of Hotel Joe Carl. ( Map Location: https://maps.app.goo.gl/koEhdA5UarM9D4m86 )

Here are the phone numbers of the branch.
(+233) 0303-207-060 (+233) 024-919-3178

Question 38

How much does consultation cost?

Accepted Answer

A comprehensive consultation and testing consisting of full refraction, sight and reading examinations, eye pressure, fundoscopy, mobility and general vision examinations by our team of certified and highly qualified Doctors of Optometry cost only GHS 100. However, testing with consultation without fixing lenses is GHS 200.

We provide full consultation and testing services at all our branches from Monday to Fridays 8:00 am to 5:00 pm and Saturdays from 9:00 am to 1:00 pm. You are welcome to walk into any of our branches or book an appointment by visiting this link https://robertandsonsoptical.com/products/book-an-appointment(https://robertandsonsoptical.com/products/book-an-appointment)

Kindly reach out to us at +233 050 151 9111 if you require help with this.

Question 39

What time are your branches opened?

Accepted Answer

Our branches are located in Adabraka (Head Office), Adenta, East Legon, Roman Ridge, Danquah Circle, Weija, Tema Community 6, East Legon and Kumasi. They are open from Monday to Friday, 8:00 am to 5:00 pm and Saturdays from 9:00 am to 1:00 pm. We are closed on Sunday and on public holidays.

You are welcome to walk into any of our branches or book an appointment by visiting this link https://robertandsonsoptical.com/products/book-an-appointment(https://robertandsonsoptical.com/products/book-an-appointment)

Kindly reach out to us at +233 050 151 9111 if you require help with this.

Question 40

How much do photochromic glasses cost?

Accepted Answer

The cost of our photochromic lenses without a prescription costs GHS495.
If you have a prescription, please share via DM, email (info@robertandsonsoptical.com)(mailto:info@robertandsonsoptical.com) or WhatsApp (+23350151911) and we’ll provide you with an exact quote.

Question 41

How much do Anti-reflective/ Anti-Glare coated lenses cost?

Accepted Answer

Our Anti glare coated lenses range from GHS 440 to GHS 1500 and above depending on your prescription and choice of frame.

Question 42

Do you provide pediatric eye care?

Accepted Answer

Yes, we provide pediatric eye care. Our team of certified and highly qualified doctors of optometry are well-trained to provide the best pediatric eye care services for your children and adolescents in all our branches.

Question 43

Do you sell contact lenses?

Accepted Answer

Yes, we sell daily and monthly contact lens lenses. 
We have the Clear 1 Day (Daily) & Clear 55A (Monthly) readily available at all our branches. The Dailies price cost GHS 470 (Pack of 30 Lenses). The Monthlies cost GHS 520 (Pack of 6 Lenses).

However, we also have special order brands which are usually ready within 10-15 working days based on request and payment. These brands are; 1 day Acuvue Moist, Acuvue Oasys Max 1 day, Focus Dailies, Softlens Bausch & Lomb, Freshlook, Air Optix, Proclear,  Biofinity and many more.

Question 44

Please do you offer refraction services?

Accepted Answer

Yes, we offer refraction services at all our branches.

Question 45

Do you offer Optical Coherence Tomography (OCT) Tests?

Accepted Answer

Yes, we do offer OCT tests at all our branches.
Additionally, we provide Visual Field Tests (VFT) exclusively at our Osu Danquah and Adabraka locations.

VFT is Ghc130. The OCT is between Ghc250 to Ghc700 depending on the type

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