The home of luxury handmade eyewear - About us
Founded in 2011, we pride ourselves on being the ultimate destination for luxury handmade eyewear. We specialise in bespoke glasses and sunglasses, entirely handmade in England as well as from the finest independent eyewear brands from around the world.
Our eyewear is a luxury purchase and one that should be complemented with an equally tailored and satisfying experience. In just the same way that each of our clients require their eyewear to very precise specifications, so do they have exacting standards. We aim to deliver on all counts.
Metsuki makes luxury eyewear accessible and convenient.
Each client (both in-person and online) is allocated a concierge who provides expert style advice with a personal & trusted service. We are an experienced Zeiss specialist and offer authoritative optical advice on all lenses for glasses.
The Metsuki service
- Each client is allocated a concierge who provides a personal & trusted service.
- Buy online or book an appointment for us to come to you at home or at work.
- Metsuki is a Carl Zeiss lens specialist and offers authoritative advice on all lenses for glasses.
- Your experienced concierge can answer prescription queries & give style advice to find your perfect glasses.
- Design & produce a pair of bespoke spectacles to your exact specification with our bespoke glasses service.
- How do I order from Metsuki?
- What is the 100% guarantee?
- What is the status of my order?
- What prescription can be made?
- What lenses should I select?
- What do you charge for lenses?
- What is my PD & how do I measure my PD?
- How do I find a frame that fits?
- Delivery time and cost
- How do I return a product?
- Company details
- Payment & currencies
- Import duty
- Terms and conditions
- Other information
- How do I order from Metsuki?
Choose your handmade glasses frame from our unique collection of handmade designer glasses.Select your prescription lenses and see our Lens FAQ page for lens information and pricing (click for more)Enter your current prescription (it must be less than 2 years old)Click "Add to basket" and check-outOur highly experienced concierge will check your order & deliver your glasses within days
- What is the status of my order?
You can check the status of your order in the my account section of the website (you will need to log in)All Metsuki orders are processed through the following stages which show in your my account status.Orders are processed in the following stagesPending Payment/PayPal - We have received your order but have not received payment.Processing - We have received your order and are processing your payment.Awaiting DO review - Your order is being reviewed by one of our opticiansOn Hold - We have a query on your order and are trying to contact you to discuss it.At warehouse - DO auth'd - Our opticians have reviewed your order and it has been sent to our fulfilment centreAwaiting lenses or frame - We have ordered your lenses and/or frame and are waiting for them to be deliveredAt glazing lab - Your prescription order is at our glazing lab, the lenses are being produced & fittedAwaiting dispatch - Your order is complete andComplete - Your order has been shippedClosed - Your order has been returned & refundedCancelled - Your order has not been shipped but has been cancelled & refunded
- What prescription can be made?
We are able to supply prescription glasses with a combined power of up to +/-8.00 and a cylinder power of up to +/-4.00Please contact us if your prescription includes a prism or other information that cannot be entered into our websiteIt is often possible to produce prescriptions outside our normal range, please email us a copy of your prescription.
- What lenses should I select?
- What is my PD (pupillary distance) & how do I measure my PD?
- We ship worldwide including Europe, USA, Canada, South America, Africa and Asia.
- All orders are shipped from the United Kingdom.
- Worldwide shipping from £10.
- Enter your country & postal/zip code on the basket page to check the cost of express shipping to your country.
- How long does Metsuki take to deliver
Courier delivery times
All delivery times are based on courier company estimates from the point that your order is shipped by us.International orders may be subject to small delays due to customs inspection or clearance requirements.
- UK - Royal Mail - 1 to 2 working days
- Western Europe - Royal Mail International signed & tracked - approx. 2 to 5 working days
- United States - Royal Mail International signed & tracked - 2 to 5 working days
- Eastern Europe - Royal Mail International tracked - approx. 5 to 7 working days
- Rest of the world - Royal Mail International signed & tracked - approx. 10 working days
- What will it cost to ship my glasses?
- Enter your country & postal/zip code on the basket page to check the cost of shipping to your country.
- How do I pay for my order?
We accept payment in Pounds sterling, US dollars, Euros and Australian dollars.You can select your preferred currency and region at the top left of any page.Prices for items delivered within the EU include Value Added Tax (VAT)Prices for items delivered outside the EU exclude Value Added Tax (VAT) and may be subject to taxes, customs duties and fees levied by the destination country or courier.We accept the following credit and debit cards
- Will I need to pay import duty?
If your delivery address is outside the UK or European Union your may need to pay import duty on your order, however we will not charge UK VAT (value added tax).For deliveries to the USA this is normally approximately 2.5% of the total order value.Customs or the courier company can sometimes charge an administration fee and this is normally payable with the duty upon delivery.Our courier will help facilitate this for you.You can estimate the cost of shipping at dutycalculator.com
- Company details
- PDM Bespoke Ltd
- Force Green Farmhouse
- Force Green Lane
- Shipping & Delivery
All goods are shipped from the United Kingdom.We will make reasonable endeavours to ensure your Goods are despatched to you as quickly as possible after placing your order but orders can take 2 weeks depending on stock levels and the complexity of your prescription.Bespoke glasses and sunglasses are handmade, artisanal products and it is therefore hard to guarantee a delivery time. These normally take 3 to 6 weeks from the point that we receive confirmation that you are happy to proceed based on your prototype but they can take longer.Occasionally orders can take longer but we will notify you of this by email as early as possible.You will be notified by email at the time your Goods are despatched or ready for collection.Delivery of the Goods will be made to the address provided by you at the time you placed your Order.If you have opted to collect from our store you will need to show a proof of purchase and your payment card (if you paid using PayPal then please bring a photo ID). If someone else is collecting on your behalf, they must present your proof of purchase as well as their own photo ID. We will hold the goods for a maximum of two months and after which time, if we have not been able to contact you, we may, ship the goods to the address given when you placed your order, return the goods to stock or destroy them.If your Goods are not delivered safely within a reasonable number of days of you receiving notification of despatch, you should contact us. Customers should promptly inspect goods delivered to them to satisfy themselves that any goods delivered to them are as expected.In the case of non delivery, if either Metsuki or our courier is at fault, you will be offered the choice of a full refund or re-delivery.
- Limitation of supply
We will make a reasonable effort to ensure that all Orders are fulfilled; however we cannot guarantee the availability of Goods. If the Goods you have ordered are unavailable, we will attempt to contact you to give you a choice to receive an alternative or a refund.For bespoke eyewear, we will endeavour to use the exact horn or acetate plate that you have selected. If this plate breaks during production we will contact you and select an alternative plate of the same material with a similar appearance.
- Right to cancel orders placed online or by telephone
You have the right to cancel this contract within 14 days without giving any reason.
The cancellation period will expire after 14 days from the day on which you acquire, or a third party other than the carrier acquires, physical possession of the goods.
To exercise the right to cancel, you must inform us by email of your decision to cancel this contract by a clear statement.
To meet the cancellation deadline, it is sufficient for you to send your communication concerning your exercise of the right to cancel before the cancellation period has expired.
The right to cancel does not apply as regards to the supply of goods that are made to the consumer’s specifications such as prescription glasses, sunglasses and bespoke made spectacle frames and sunglasses or professional fees, design work or repairs.
If you cancel this contract, we will reimburse to you all payments received from you, including the costs of delivery (except for the supplementary costs arising if you chose a type of delivery other than the least expensive type of standard delivery offered by us).
We may make a deduction from the reimbursement for loss in value of any goods supplied, if the loss is the result of unnecessary handling by you.
We will make the reimbursement without undue delay, and not later than-
(a) 14 days after the day we receive back from you any goods supplied, or
(b) if there were no goods supplied, 14 days after the day on which we are informed about your decision to cancel this contract.
We will make the reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise.
We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest.
You shall send back the goods or hand them over to us at Metsuki, Force Green Farmhouse, Force Green Lane, Westerham, Kent, TN16 2DN, without undue delay and in any event not later than 14 days from the day on which you communicate your cancellation from this contract to us. The deadline is met if you send back the goods before the period of 14 days has expired.
You will have to bear the direct cost of returning the goods.
Only glasses that are faulty or not to the correct specifications will be refunded in full.Charges for professional fees, design work or repairs are not refundable under any circumstances.Sunglasses may not be returned, unless faulty or do not conform to their description.Goods requiring a refund must be returned to the original branch of purchase.Refunds will not be given without proof of purchase.Returned items must be in their original condition and with all accessories included (e.g. cases and cloths).The cost of shipping cannot be refunded. This is calculated as either the cost you paid or our cost to ship, whichever is the greatest.Your statutory rights in relation to returns and refunds are not affected.
By submitting your order to Metsuki you confirm:You are aged 16 or over and are not registered blind or partially sighted;You are in possession of a written prescription for your spectacles that has been given to you by a suitably qualified person in the last 24 months (or 12 months if you are aged 70 or over); andYou will supply accurate details of your current prescription (including any notes on the prescription) when requested.Submission of an Order represents an offer to purchase Goods from Metsuki, and we may confirm receipt of this offer via email (if the Order is placed via the Website) or verbally (if the Order is placed via telephone or in person).All orders are reviewed after ordering to ensure compliance with optical regulations and are not deemed accepted until authorised by our opticians.Work undertaken on your own goods (for example replacing prescription lenses in your own frame) is undertaken at your own risk. We only use highly skilled experts but we cannot accept liability in the unlikely event that your frame is broken or damaged.
- Payment, Pricing & Promotions - United Kingdom and European Union
Prices stated are inclusive of any Value Added Tax (VAT) that may be required to be remitted to tax authorities by Metsuki.We will use best endeavours to ensure the accuracy of the prices and price related information stated on the Website.However we cannot guarantee that we will not make a mistake and misprice an item inadvertently. If this is the case we will notify you of the error as soon as possible, you will then have the choice to either accept the correct price or to cancel your Order.Sale items have been available to purchase at the higher price online or in-person from Metsuki for at least 30 days prior to the sale commencing.For certain promotions (for example but not limited to third party coupon/voucher companies) we may restrict the power range available or require an upgrade to be purchased for higher or unusual prescriptions.Discount codes and other vouchers cannot be used towards the cost of sale items, combined with other discount codes or vouchers or used towards the purchase of special lens upgrades or accessories.
- Payment, Pricing & Promotions - Items for delivery outside the European Union
Prices stated for delivery to countries outside of the European Union are stated exclusive of UK and EU Value Added Tax (VAT) and may be subject to taxes, customs duties and fees levied by the destination country. The recipient of the delivery is the importer of record in the destination country and is responsible for all Import Fees.For each item that incurs import fees, you authorise Metsuki to designate a carrier to act as your agent with the relevant customs and tax authorities in the destination country, to clear your merchandise, process and remit your Import Fees for each itemWe will use best endeavours to ensure the accuracy of the prices and price related information stated on the Website.However we cannot guarantee that we will not make a mistake and misprice an item inadvertently. If this is the case we will notify you of the error as soon as possible, you will then have the choice to either accept the correct price or to cancel your Order.Sale items have been available to purchase at the higher price online or in-person from Metsuki for at least 30 days prior to the sale commencing.For certain promotions (for example but not limited to third party coupon/voucher companies) we may restrict the power range available or require an upgrade to be purchased for higher or unusual prescriptions.Discount codes and other vouchers cannot be used towards the cost of sale items, combined with other discount codes or vouchers or used towards the purchase of special lens upgrades.
- This Agreement is governed by the law of England and Wales, and is subject to the exclusive jurisdiction of the courts of England and Wales.
We are committed to safeguarding the privacy of our website visitors; this policy sets out how we will treat your personal information.
(1) What information do we collect?
We may collect, store and use the following kinds of personal information:
(a) information about your computer and about your visits to and use of this website (including your IP address, geographical location, browser type and version, operating system, referral source, length of visit, page views, website navigation and similar details
(b) information relating to any transactions carried out between you and us on or in relation to this website, including information relating to any purchases you make of our goods or services;
(c) information that you provide to us for the purpose of registering with us (including name, address, date of birth, and similar details;
(d) information that you provide to us for the purpose of subscribing to our website services, email notifications and/or newsletters; and
(e) any other information that you choose to send to us.
A cookie consists of a piece of text sent by a web server to a web browser, and stored by the browser. The information is then sent back to the server each time the browser requests a page from the server. This enables the web server to identify and track the web browser.
We may use both “session” cookies and “persistent” cookies on the website. We will use the session cookies to: keep track of you whilst you navigate the website; make purchases. We will use the persistent cookies to: enable our website to recognise you when you visit.
Session cookies will be deleted from your computer when you close your browser. Persistent cookies will remain stored on your computer until deleted, or until they reach a specified expiry date.
Our advertisers or payment services providers may also send you cookies.
Our advertising services providers may send you cookies for the purpose of enabling the service of advertisements based on your previous visits to our website.
Most browsers allow you to reject all cookies, whilst some browsers allow you to reject just third party cookies. For example, in Internet Explorer you can refuse all cookies by clicking “Tools”, “Internet Options”, “Privacy”, and selecting “Block all cookies” using the sliding selector. Blocking all cookies will, however, have a negative impact upon the usability of many websites, including this one.
(3) Using your personal information
We may use your personal information to:
(a) administer the website;
(b) improve your browsing experience by personalising the website;
(c) enable your use of the services available on the website;
(d) send to you goods purchased via the website, and supply to you services purchased via the website;
(e) send statements and invoices to you, and collect payments from you;
(f) send you general (non-marketing) commercial communications;
(g) send you email notifications which you have specifically requested;
(h) send to you our newsletter and other marketing communications relating to our business which we think may be of interest to you by post or, where you have specifically agreed to this, by email or similar technology (you can inform us at any time if you no longer require marketing communications);
(i) provide third parties with statistical information about our users – but this information will not be used to identify any individual user; and
(j) deal with enquiries and complaints made by or about you relating to the website.
Where you submit personal information for publication on our website, we will publish and otherwise use that information in accordance with the licence you grant to us.
We will not without your express consent provide your personal information to any third parties for the purpose of direct marketing, except to the extent such third party is an agency engaged by us to carry out direct marketing for ourselves.
In addition, we may disclose your personal information:
(a) to the extent that we are required to do so by law;
(b) in connection with any legal proceedings or prospective legal proceedings;
(c) in order to establish, exercise or defend our legal rights (including providing information to others for the purposes of fraud prevention and reducing credit risk);
(d) to the purchaser (or prospective purchaser) of any business or asset that we are (or are contemplating) selling; and
(e) to any person who we reasonably believe may apply to a court or other competent authority for disclosure of that personal information where, in our reasonable opinion, such court or authority would be reasonably likely to order disclosure of that personal information.
(5) International data transfers
Information which you provide may be transferred to countries which do not have data protection laws equivalent to those in force in the European Economic Area.
In addition, personal information that you submit for publication on the website will be published on the internet and may be available, via the internet, around the world. We cannot prevent the use or misuse of such information by others.
You expressly agree to such transfers of personal information.
(6) Security of your personal information
We will take reasonable technical and organisational precautions to prevent the loss, misuse or alteration of your personal information.
We will store all the personal information you provide on our secure (password- and firewall- protected) servers. All electronic transactions you make to or receive from us will be encrypted using SSL technology.
Of course, data transmission over the internet is inherently insecure, and we cannot guarantee the security of data sent over the internet.
You are responsible for keeping your password and user details confidential. We will not ask you for your password (except when you log in to the website).
(7) Policy amendments
(8) Your rights
You may instruct us to provide you with any personal information we hold about you. Provision of such information will be subject to: (a) the payment of a fee (currently fixed at £10.00); and (b) the supply of appropriate evidence of your identity (for this purpose, we will usually accept a photocopy of your passport certified by a solicitor or bank plus an original copy of a utility bill showing your current address). We may withhold such personal information to the extent permitted by law. You may instruct us not to process your personal information for marketing purposes, by sending an email to us. In practice, you will usually either expressly agree in advance to our use of your personal information for marketing purposes, or we will provide you with an opportunity to opt-out of the use of your personal information for marketing purposes.
(9) Third party websites
The website contains links to other websites. We are not responsible for the privacy policies or practices of third party websites.
(10) Updating information
Please let us know if the personal information which we hold about you needs to be corrected or updated.
(12) Data controller
The data controller responsible in respect of the information collected on this website is Paper Linen Plate Limited. At the time of publication, no notification were required under the Data Protection Act.
- Other information
Metsuki respects the intellectual property of others. On this site we have made a limited selection of imagery from a variety of digital and social sources. No copyright infringements, rights or claims are intended and we have attempted to correctly credit the originators of this content as appropriate. Should you wish to have an image removed or would like to make a correction please contact us directly.