Frequent questions

Do you have any doubt? Forward!

Shipping, changes and returns

How long will it take to receive my order?

The delivery time of the orders depends on your graduation and the type of lens chosen. The greater the complexity, the more time our optical team will need to be able to carry out your new GreyHounders.

Usually, the deliveries of glasses with single prescription are made in 7-10 calendar days from when we confirm receipt of the prescription; except in the Canary Islands and Ceuta or Melilla where the delivery time is longer due to customs and administrative procedures. Delivery can be extended to 10-15 calendar days.

In glasses with progressive lenses or with more complex filters such as photochromic lenses; The delivery time can be extended by around 4 - 5 days more than what is established in the previous paragraph.

Non-prescription glasses take less time to ship and arrive around 5-7 calendar days after the order is placed.

In orders where a glasses must be collected in advance, the delivery time is lengthened due to the procedures prior to carrying out.

It is important to take into account that, in promotional periods and due to high demand, orders may experience occasional delays in delivery, not meeting the deadlines established above.

As the shipping cost?

In the Peninsula and the Balearic Islands, when completing the order and filling in the "Shipping" option with the delivery address, shipping costs will be automatically added to the order if applicable. All orders over 40 € (after the application of discounts or offers) have free shipping costs.

For orders under €40, the shipping cost is €1.95 in the Peninsula and the Balearic Islands. We also ship to the Canary Islands, Ceuta and Melilla. The shipping cost to these places is €10.

We also ship to the rest of Europe, as well as to other countries in the world. Shipping costs depend on the country of destination and are added automatically when finalizing the order and entering the delivery address.

How does the store pickup service work?

You can pick up your order at any of our stores (in the optical section) for free. This service ensures you can pick up the order at the time you want. In order to use this service, you only have to select the option “Withdrawal” in the “Shipping method” section in the purchase process.

To pick up your order, you will need to provide your full name and order number. If you cannot go in person to pick up the order, someone can go on your behalf.

Do you ship outside of Spain?

Yes. We also ship to the rest of Europe, as well as to other countries in the world. The shipping costs depend in each case on the country of destination and are added automatically when finalizing the order and entering the delivery address. We want GreyHounders to reach the whole world.

What is the return policy at GreyHounders?

At GreyHounders we offer exchanges or returns after the first 15 calendar days of receiving the product or picking it up at the store. We inform, in turn, that shipping costs will not be refunded in case of return.

All returns and exchanges must be in their original packaging along with all items added to the order such as case, chamois or screwdriver if applicable.

If you choose to change the product, the price of the new product will be deducted or added to the purchase price of the exchanged product.

In case of requesting a return, the refund will be made in the 7 calendar days after receipt of the order in our warehouses and after the appropriate review. The refund will be made by the same payment method that was used to place the order. Depending on the bank you are, the return can range between 10-15 business days.

How can I exchange or return glasses?

Enter the website and access your customer profile. If you get an error, try to register, it is possible that you made the purchase as a guest.

In your profile you can request the return of the product, indicating the reasons for the change or return. We also recommend that you write us an email at hello@greyhounders.com or WhatsApp at 722 34 05 05 to be aware of your change or return.

If the product is damaged or incorrect, we will send you the correct product free of charge or we will correct the error by sending the same product where possible. If the product is no longer in stock, you can choose another product of the same amount or request a full refund of the amount of your order if you are within the return or exchange period.

You can also make the exchange or return of your online purchase at our physical opticians, although the refund will always be made in the same payment method as the purchase.

On the other hand, orders purchased at our physical opticians will have to be returned in the same point of purchase. In case you want a refund, it is essential to present the receipt delivered at the time of purchase if the payment was made by credit/debit card.

Guarantees, invoices and customer service

Do my new GreyHounders have any kind of warranty?

All GreyHounders come with a two (2) year warranty against manufacturing defects. This guarantee is extended in Spain to three years for products purchased from January 1, 2022.

If you have problems with a product, please bring it to the physical optician más or contact us at hello@greyhounders.com or through our whatsapp where our team will be happy to help you find a solution.

Without a doubt, each case is different, but we usually follow a general guide for frames and lenses that were damaged during the three-year warranty.

The following cases in which the glasses, frames or lenses are not covered by the warranty:

- They have been damaged deliberately or due to negligence

- They have been used improperly or carelessly

- They show deterioration from normal use

- They were damaged when cleaning them without following the recommended care guide

- They suffer damage caused by improper use, lack of care or accidents (broken temples, frames or lenses)

- Aesthetic changes due to daily use (lack of shine, scratches, disappearance of the text on the temples, etc.)

We always recommend that you contact us so that the team quality can assess the particular case and see if the guarantee applies to it.

The cost of shipping the frame to the store is borne by the customer. If the glasses fall under warranty, the shipping costs are free for the customer; while if it is not covered by the guarantee, the derived expenses must be covered by the client.

In the event that the product is no longer in stock, the customer may choose another product of the same amount.

How can I request an invoice for my purchase?

You can request the invoice of your purchase by writing us an email to hello@greyhounders.com indicating all the billing information (Name, surname, address and ID), as well as the specificities that you need in particular, if applicable.

Invoices are sent in the middle and at the end of each month, so if it takes a couple of weeks, don't worry, that's normal. Our invoices are digital and are sent via email. In no case do we send them through postal mail or deliver them to the store.

Does my private insurance cover the purchase of my new glasses?

It may be so. There are private health insurances where you can opt for a percentage of help, reimbursement or even public aid for the purchase of your prescription glasses. This completely depends on the insurance, policy or help you want to apply for. From GreyHounders we will provide you with the invoice with the information you need for it.

What are your customer service hours?

You can write to us by email or WhatsApp at any time. Our Customer Love team will assist you from Monday to Thursday from 09:00 a.m. to 06:00 p.m. and Fridays from 09:00 a.m. to 03:00 p.m. through the following channels:

Email : hello@greyhounders.com

Whatsapp: 722 34 05 05

Phone: 722 34 05 05

Social networks : You can write to us through Instagram, TikTok, Twitter or Facebook.

In addition, we will be happy to assist you in our physical opticians if you need it. You can find the opening hours of the opticians on our website.

Contact lenses

This is my first time wearing contact lenses, how do I know which ones to wear?

If you have never used contact lenses, we recommend that you go to a physical optician where you can be evaluated and correctly adapted to them. At the moment, in our opticians we cannot carry out this adaptation. In addition, at GreyHounders we do not recommend that you buy contact lenses online if you have never been a user of them.

Can I buy contact lenses in your physical stores?

At the moment we only sell contact lenses in our online store. You can go to one of our physical stores to ask for advice if you wish and, very importantly, if you are already a regular contact lens user. But the purchase of the same must be done through our website .

Can I buy trial lenses?

If you are already a regular contact lens user, you can purchase trial lenses at our physical opticians where they will advise you on the type of lens you need based on your visual defect.

Does the graduation of my glasses help me to buy contact lenses?

No. It is important that you know your ophthalmological or optometric graduation (for glasses) on the one hand and, on the other, your contactological graduation (for contact lenses). There may be cases where the strength matches, but since this is not always the case, it is best to know both strengths for each product.

What kind of maintenance do contact lenses need?

For monthly disposable lenses we recommend using a certified unique solution such as our unique Hidro Health solution.

Such unique solutions are sold in large version to have at home (360ml) and in a travel version (60ml). Thus, the daily cleaning of the lenses becomes much easier. Never use water to clean your contact lenses as it can contain bacteria and can cause a serious visual problem.

We also recommend the use of moisturizing drops with the use of contact lenses, since the eye may suffer from dryness and need an extra. Our Comfort Drops offer you that extra hydration you need.

It is recommended to change the contact lens case every 2 or 3 months; or each time a new pot of single solution is opened.

How should I wash my contact lenses?

As we mentioned, you should clean your lenses with Solución Única, never with water.

To clean them (before and after use) we recommend that you follow these steps:

1. Hand washing with neutral soap and water to avoid direct contact of bacteria with our eyes.

2. Whether you are going to insert or remove your lenses, squirt a little of the single solution into the palm of your hand and gently dip the lens into the solution.

3. Keeping the lens in the Unique Solution, proceed to clean it very gently and delicately, making small circles on the lens.

4. If you are going to put them on, proceed to take the lens and throw away the rest of the solution that remains in your hand. If, on the other hand, you are removing it, pour Unique Solution into the case and put the lens inside after cleaning.

Repeat the process from point 2 with the other lens.

It is important that you always keep your contact lenses clean in the case; that is, with the Unique Solution just poured into the container and having thrown away the used Unique Solution after putting in the lenses.

How often should I change my contact lenses?

The frequency of changing contact lenses will depend on the type of disposable contact lenses you have purchased on our website:

MyDay or MyDay Toric daily contact lenses: they are “” contact lenses to use and throw away”. That is, they must be changed daily. One of its benefits is the comfort of use, since you wear contact lenses every day and, in addition, you do not have to be aware of their daily cleaning.

Biofinity, Biofinity Toric or Biofinity Toric XR monthly lenses: they are monthly disposable lenses. That is, the change must be made every month of use of the same. You can buy packs of 3 months, 6 months or 12 months. They are very comfortable to use and specific lenses for slightly more special prescriptions. If you wear contact lenses daily, we recommend this type of contact lens.

Do you sell astigmatism or toric contact lenses at GreyHounders?

Yes. At GreyHounders we have the following models of contact lenses for people with astigmatism. It is important that you know if you have astigmatism in your contact lens, since this is not always the case despite having it in your glasses:

MyDay Toric daily contact lenses: they are daily contact lenses that, in addition, include astigmatism up to -2.25 diopters. Recommended for people who use contact lenses occasionally.

Biofinity Toric monthly lenses: they are the monthly version of the previous lenses. When astigmatism is included in the lens, up to -2.25 diopters, this is the recommended lens. If you wear contact lenses on a daily basis, this is the model that will suit you best.

Biofinity Toric XR monthly contact lenses: these are manufacturing lenses recommended for high astigmatism. In these cases, this contact lens is recommended for people with an astigmatism of up to -5.75 diopters of astigmatism.

Gift card

Where can I use my Gift Card?

Our Gift Card is valid for the purchase of any product both through the web www.greyhounders.com and in all our physical points. They do not have an expiration date.

Can I get my money back from a Gift Card?

The return of the Card that has not been used will only be accepted at the Establishment where it was purchased, within a period of 15 calendar days from the date of purchase.

If the purchase was made through the web, you will have to request a return as with any other product from your customer area.

The amount paid to acquire the Card will be refunded in the same means of payment made for the purchase.

Can I redeem the Gift Card in other forms of payment?

No. The balance of the Gift Card cannot be refunded or exchanged for money and, in no case, will the card be replaced in case of theft, loss or damage.

What conditions are implicit with the purchase of my Gift Card?

The acquisition and/or use of the Gift Card implies full acceptance of the conditions of use, which have been provided prior to the acquisition of the card and are available in establishments; as well as on our website.

Lenses, quality and treatments

Can I add the blue screen filter to my prescription glasses?

Of course! The blue filter treatment can be added to any of our lenses for €25 more in monofocals or €50 in progressives. On the other hand, it could be applied exclusively by changing the lenses of your current prescription glasses.

And if I don't wear glasses, can I use the blue filter glasses?

Without a doubt. Click on the following link to discover all our models of non-prescription computer glasses.

When are photochromic glasses recommended?

Are your eyes sensitive to light? Does glare bother you? Photochromic lenses have been designed to avoid all the discomfort that excess light causes and thus reduce the risk of developing cataracts.

In addition, with photochromic lenses it will not be necessary to change glasses every time you enter or leave closed spaces.

How should I clean my glasses?

We recommend using the GreyHounders chamois that we supply you with the glasses to remove grease and dirt that the lens may have. As usual, be careful not to scratch the lens with small specks of dust or sand. If you need to clean the lens more intensively, we recommend using neutral soap and water.

Try our glasses

How can I try your glasses?

At GreyHounders we offer several options so you can try on the frame before ordering your new prescription glasses.

Go to our physical opticians:
all our products are available in our physical opticians. Therefore, if you have seen the web first and want to try on a particular model, you can go to any of our stores and do so without obligation. In addition, we give you the visual exam, so you can take advantage to graduate and leave there with your new ordered GreyHounders.

If you are going to have a visual exam, we recommend that you make an appointment in advance to ensure the time of our optical team. You can do it by clicking here.

Try it on at home: we understand that glasses are a product that we like to try before buying ; This is how the Test at Home service was born. It is a service whose only cost is shipping (€1.95). It is exclusive in the Iberian Peninsula.
You can add up to 5 frames to your cart that will be delivered directly to your home for €1 each. When you return the Home Test, your money will be refunded (excluding shipping). You can get more information on our website.

Virtual Fitting Room: we have a Virtual Fitting Room on our website where you can try on our glasses virtually. How is that? On each model, there is a "Try Online" button that will request access to your camera so you can try on the glasses from anywhere. The virtual glasses fitting room has technology that captures your face and interacts with your movement. Trying glasses online is something we would never have thought of, but with our revolutionary glasses simulator, you will not remain indifferent. We leave you more information here.

Remember that you have free changes and returns in the first 15 calendar days after receiving or collecting your glasses.

How does the Test at Home service work?

The Test at Home is a service that works on bail. What does this mean? We withhold €1 for each frame you choose from Home Test as a deposit. And we only charge shipping costs (€1.95). It is an exclusive service on the Peninsula.

Once you receive your Test at Home, you can try on the frames for 3 days and we will send you an email to manage the collection and, thus, return the frames to the store.

In this way, upon return from the Home Test (as long as it is complete and the frames are in good condition), the money paid as a deposit will be refunded. Shipping costs will not be refunded.

It does not entail any purchase commitment, but surely when trying on your GreyHounders, it will be difficult for you to choose only one. You have all the models available to try at home here.

Can I try your sunglasses at home?

No, for the moment, the Try-on-Home service is only active for most models of prescription glasses.

glass change

Can I change my glasses at GreyHounders even if the frame is not yours?

Of course! At GreyHounders we offer a lens change service for all types of frames. Some of them, such as slotted or open mounts, have an extra cost on top of the final price of the change for mounting.

It is not something very common, but it is important that you know that GreyHounders is not responsible for the possible breakage of the frame that can occur in the assembly or manipulation of the glasses. It is the customer's responsibility to accept such risk.

How much does it cost me to change the lenses of my frame?

The price of changing lenses will depend on the type of lens, frame and filter that the lens has. Therefore, we always recommend that you send us photographs of the frame, as well as your optometric prescription and the type of lens you are looking for: photochromic, with a blue filter, progressive, etc.

You can have a change of lenses from €20 for acetate frames and graduations of up to 3.50 diopters in total, and without filters applied to the lens. In the case of more complex frames that need assembly, they will have an extra supplement depending on the frame.

On the other hand, from €90 you can change the lenses of your progressive glasses while maintaining your frame. As we explained above, prices may vary depending on the filter, type of lens, and even frame.

We recommend that you contact us at hello@greyhounders.com or WhatsApp on the phone 722 34 05 05 so that we can give you a Budget adjusted to your needs.

Can I change the lenses on my prescription sunglasses?

Of course. It's one of the changes you ask us for the most! The change of sunglasses is available both on our website and in our physical opticians. And, of course, for all types of frames. Depending on this, it may entail an extra charge for assembly.

Due to this complexity in the price, we recommend that you contact us through hello@greyhounders.com or whatsapp on the phone 722 34 05 05 so that we can give you a budget adjusted to your needs.

How do I order to change the lenses of my glasses?

At GreyHounders we recommend that you write to us before placing the order to change lenses to confirm the prices we offer you with your prescription and type of frame.

Thus, the order can be placed both online and in any of our physical opticians.

How do I send you my frame?

If you need us to pick up a frame to change the lenses, you can add it to the order for €5.95 more. You can also bring us the frame to any of our physical opticians or, if you prefer, send us the frame on your own to the store that we indicate.

Send or get graduation

How and where can I graduate for free?

We check your eyesight for free at any of our opticians in Spain, with no obligation to purchase. You can book an appointment here at your nearest store.

If we don't (yet!) have a store in your city, write to us at hola@greyhounders.com and we'll find a solution!

I have placed an order online but I do not have the graduation at home, what do I do?

Don't worry. If you have access to your graduation in your optician, you can go and ask them to send you or offer your optometric prescription. If you do not have access to graduation, write to us at hello@greyhounders.com and we will find the best solution for your particular case.

I have placed an order online and I already have the graduation, how do I send it to you?

You can attach your eye prescription in the purchase process. If you have already placed the order, you can send it to us via email hello@greyhounders.com indicating your order number so that we can attach it. If the optical team needs more information, they will contact you via email or phone call.

How often is it advisable to have your eyes checked?

The graduation changes with time and age, it is something that usually happens naturally. For this reason, it is important that you keep it updated to wear your prescription glasses correctly at all times. From GreyHounders we recommend that you check your eyesight at least once a year. You can make an appointment to do it for free at our opticians here.

order status

What is the status of my order?

To find out the status of your order, we recommend that you contact us by email hello@greyhounders.com giving us your order number, name with which You have done it and the purchase email.

This way, we will be able to inform you about the current status of the order you have placed. At the moment, this information is not updated on the web. You will be able to see if it is in preparation or if it has already been sent. We will inform you through emails so that you know the status at all times.

Why doesn't the status of my order change in my customer area?

As we mentioned before, in the customer area you will only be able to see when your order is being prepared or finished and it appears as ready. Meanwhile, we will inform you of its status by email to the same email as the order purchase.

You'll see when the lenses are ordered from the lab and when the order is shipped so you can track it.

Discount Codes

What conditions do the discount codes have?

At GreyHounders we usually have various offers and discount coupons for your purchase of prescription glasses. All our discounts have general conditions . If the coupon has a particular condition, apart from those mentioned above, it will be so informed in the communication thereof.

How can I apply a discount code to my purchase?

In the final payment process, you have a box where you can enter your discount code or gift card (enter the card numbers) so that the discount on the purchase is applied.

Why doesn't the discount code apply to me?

Sometimes the code or coupon may not apply to the purchase for not meeting the general or specific conditions thereof. If you believe this is an error, please contact our customer support team at hello@greyhounders.com

What products does my discount code apply to?

The GreyHounders discount codes or coupons apply to the frames. In no case will the codes apply to treatments, contact lenses, accessories or already discounted products. It is possible that these products do see their prices modified in promotional campaigns or offers, but not through the application of a code or coupon.

Why can't I apply my code in a physical store?

Discount codes or coupons are for exclusive use online. It is for this reason that they do not apply in physical stores.