General Questions

How often should I get an eye exam?

We recommend that everyone from the age of three have their eyes examined by an eye doctor every year, unless eye problems exist that warrant more frequent visits. If you are experiencing any sort of unusual eye discomfort or changes in vision, call your Eye Doctor immediately.

What should I expect during an eye exam?

Your eye doctor will ask questions about your vision and overall health. Visual Acuity is then checked by reading a standard eye chart. A numeric value is assigned for each eye, such as 20/20 vision for excellent vision, or 20/40 for poorer vision. The larger the bottom number of the fraction, the worse the vision.

What do the test results mean?

Normal results mean that no problems were discovered, that your vision is 20/20, or can be corrected to 20/20 with glasses and/or contacts, you can see colors, and there is no evidence of glaucoma or cataracts. Results vary and can include the following:

  • Astigmatism
    The visual condition resulting from two unequal opposite meridians of the eye which produce two separate focal lengths and blurred vision
  • Myopia
    Nearsightedness, which is the ability to see near objects better than far objects.
  • Presbyopia
    Condition of vision due to aging and a diminished power of accommodation which requires the use of bifocals for clear near vision (reading).

Can I bring in a prescription from my own doctor?

Yes, we welcome you to do so.

How can I determine which shape and style frame will look best on me?

There are so many choices of frame styles today; different shapes, different materials, different colors. To find the shape that’s right for you, look at the structure of your face. The right eyeglass frame will contrast the shape of your face, repeat your best feature and be in scale with the size of your face.

After you’ve chosen a shape that’s right for you, there are many more options. Frame materials such as titanium, stainless steel and plastic, as well as special features such as drilled rimless, flexible hinges and silicone nose pads are just a few of the many choices. For more information, you can come to our store directly or check our collections online. 

Why can’t I purchase eyeglasses online?

We do not offer eyeglasses or eyeglass frames for purchase on-line for several reasons. The most important reason is fit. Even if you have a prescription for lenses, we need to measure your eyes. Eyeglasses are a custom order. It is best to try on the frames before you buy them to make sure they have the proper height and width for your face and that they are comfortable for you to wear. You will also want to make sure that the shape and color look good on you. After all, your eyeglasses will be a part of your everyday look and we want you to be satisfied that you have made just the right choice!

Why don’t you list all of the frame styles available and their prices?

At BTO Group, we have hundreds of men’s, women’s and children’s frames to choose from and new styles are always arriving. We will strive to always display the latest collections, but for the most current selection and best pricing, stop into your nearest BTO Group stores, and you are sure to find something great at an even better price. 

How can I change or cancel my order?

Our Customer Support Specialists work quickly to process, manufacture, and ship your order, so contacting us as soon as possible will give us the best chances to make changes. Reach us here.

But for custom lens order, once the order is made, we are sorry that this procedure cannot be done.

Prescriptions

How do I get a prescription?

You can come to an eye doctor nearest you, or you can come to our place to perform basic eyetest for free, as long you make a purchase at our place.

My lens prescription is very strong, what are my options?

High-index lenses are also offered (at no additional cost) for those who need a stronger prescription filled. These lenses are designed to be thinner so that those with strong prescriptions won't be stuck with overly thick lenses.

What should I do if I'm having problems with my prescription?

It takes about two weeks to adjust to a new pair of glasses (sometimes even if your prescription hasn't changed), so please allow some time for your vision to adapt.

If you continue to have problems with your glasses after two weeks, please contact us; we will be glad to help determine and resolve the issue!

Retails

How do I find a BTO Group store? 

Please use our store locator to find the BTO Group stores nearest you.

What are your store hours?

All stores have convenient store hours to fit your schedule. Store hours vary by location. You can verify the exact hours by contacting the location you intend to visit. For specific information, see our store locator page. However, most stores open from 09.00 am to 09.00 pm.

Are all products listed on the website available in-stores as well?

Konten menyusul

Do you offer eye exams?

Yes, we do. 

Do I need to make an appointment for eyetest?

Not at all, please feel free stop by anytime. Or you can simply use the ‘book an appointment’ form or call any location to schedule your next exam.

How long will it take to get my glasses purchased in store?

The time it takes for a brand new pair of glasses you purchased in store to deliver to you largely depends on the type(s) of glasses you've ordered. Here's a chart with estimations of what you can expect:

  • In Stock Order : 1days maximum
  • Special Order : Up to 10 days maximum
  • Very Special Order: Up to 20 days maximum

In some cases, you can request rush service to fill your order in one or two days. Please contact directly about any rush requests.

Product Lenses

What are the types of lenses you offer?

We use the top lenses in the industry to meet your needs. 

How much are your lenses?

Lens cost will vary depending upon lens material, features and your prescription. We are happy to provide an estimate on the cost of your lenses at a local store once we know what you are looking for and what your prescription is.

Do you offer bifocal or progressive lens options?

Absolutely. We offer both bifocal and progressive lens options in-stores. But unfortunately, because of the measurements required for the proper function of these types of lenses, we can not yet offer them online.

What is a progressive lens?

A progressive lens, or no line bifocal, mimics more natural vision by providing distance, near and intermediate vision.

Can I replace the lenses in a pair of glasses I purchased?

If you want new lenses for your glasses purchased from BTO Group, we'll gladly put new lenses into your frames. We will strive to do our best for products purchased not from the BTO Group. However, we are not responsible to any forms of risks that occur in the product.

For lens replacement pricing, please contact us. Remember, your lenses are covered against manufacturer defects for 1 year. So, if that's the problem, please let us know.

Can you put lenses in the frames I bought at another store?

It might be possible to re-use your frames, but it depends on their condition, your prescription and the lenses you want. 

Product Frames

May I try your frames on at home before purchasing?

Unfortunately, we do not currently offer a service to get frames for you to try on at home. We have tried our best to represent the product as accurately as possible with high quality photos and descriptive item information. You can always head to your nearest BTO Group stores to try on as many of our frames as you'd like.

Can you help me choose a frame?

We know it is tough choosing a frame from all the different options. Please feel free to give us a call and we will gladly help you with any of your decision-making dilemmas.

How can I check the size of my frame?

The numbers found on your frame aren't necessarily self-explanatory, so here is an easy guide to understanding the numbers and size of your frame. The method of expression commonly used is known as the boxing system and the numbers are generally written the same way regardless of the brand of glasses. These numbers are usually found printed on the inside of one of the frame's temple legs. All numbers are expressed in millimeters (mm).

Can I purchase frames alone?

For online purchases, we do sell just the frame, which will come with non-prescription lenses that will be provided at no extra charge.

Do You Carry Children's Glasses?

Yes. Visit the Bali Top Optical Group showroom to see a sample of our children’s frame collection. Each location has a large selection of children's glasses.

Do You Carry Sport And Sunglasses?

All locations offer a large selection of sport and sun eyewear in both prescription and non-prescription.

Product Contact Lenses

Do You Sell Contact Lenses?

Yes, we carry all brands of contact lenses including specialty lenses such as astigmatism correcting, bifocal and gas permeable lenses. For your convenience, you can order your contact lenses online. Click here get started.

Do I need a prescription to buy contact lenses?

Yes, even if they are only plano lenses that have no visual correction. Although you can choose the colour, only an optometrist is qualified to know which type, size and lens material is most suitable for your eyes.

Why do I need a current prescription to order contact lenses online?

Even if you are just ordering contact lenses for cosmetic purposes and do not need vision correction, you still need a current prescription. 

Will my eyeglass prescription be the same as my contact lens prescription?

No. Contact lenses are positioned directly on your eye while your glasses sit further way. Therefore, due to that distance from the eye itself, they will have a different prescription.

What types of contact lenses are right for me?

Today, contact lenses can be worn by almost everyone – even if you have astigmatism. Your healthcare provider can recommend the right type and brand for your eyes and lifestyle. Here is a list of some of your options:

  • Disposable Contact Lenses:
    Depending on the type, these can be worn and thrown away after a single use. Since they do not have to be cleaned and maintained, they are ideal for those with busy lifestyles.
  • Colored Contact Lenses:
    Change or enhance your eye color. Available in many different colors and shades and can be worn every day or just on special occasions. You may use contact lenses to change your eye color even if you don’t need vision correction. To do this, you will need a regular contact lens exam with the eye doctor as well as care and cleaning instructions, just as you would if you needed them to correct your eyesight.
  • Toric Contact Lenses:
    Designed for people with astigmatism.

Do I need both eyeglasses and contact lenses?

Even if you wear contact lenses every day, it’s a very good idea to buy at least one pair of eyeglasses to use as a back-up, in case of infection or injury that would temporarily prevent contact lens wear, or when you want to rest your eyes. You may lose your contact lenses or run out of them. Also, you may want a pair of prescription sunglasses or computer eyeglasses. Discuss all of the eyewear options with your healthcare provider. 

Everyone’s eyes come in different shapes and sizes. An Eye Doctor will measure the curvature of your eye and prescribe the right power, curve, type and brand of contact lenses best for you and your lifestyle. This will ensure that you are getting a product that will provide the best safety and comfort.

Can I use eye drops with my contact lenses?

Yes, but you should use eye drops specifically recommended for use with contact lenses.

Can I wear contact lenses while participating in sports?

Yes, contact lenses provide exceptionally sharp, clear vision and you don’t have to worry about them falling off, breaking or fogging up. It also is easier to wear sports goggles with contact lenses.

Can I wear colored contact lenses if I don’t need vision correction?

Yes, you may use contact lenses to change your eye color even if you don’t need vision correction. To do this, you will need a regular contact lens exam with the eye doctor as well as care and cleaning instructions, just as you would if you needed them to correct your eyesight.

Services 

Can you repair eyewear?

We can make most small repairs (also considered maintenance) in our stores, including nose pad changes, screw tightenings/replacements, and adjustments. If, however, you're in need of a larger repair because something broke, we will do our very best to help.

What services are offered for the maintenance of my glasses?

Sometimes a screw gets loose or something gets bent on accident - we know these things happen and we will do our best to help you maintain your eyewear in its best shape. All nose pad changes, screw tightenings/replacements, and adjustments will be made in-stores at absolutely no cost to you. For customers shopping with us online, we can send nose pads and screws straight to your door.

Will you make adjustments to the fit of my glasses?

We will make fitting adjustments to BTO Group frames in any of our stores. Simply bring your glasses with you and ask any staff member for a fitting adjustment and you should be well on your way with a pair of glasses that fit uniquely to you. For customers shopping with us online, we apologize that we can not offer a service for frame fitting at this time.

How can I best take care of my glasses?

To keep your lenses clean from day-to-day, simply use the included cleaning cloth to wipe away any visible smudges. Sometimes you'll want to give the eyewear a deep cleaning. To do so, all you will need is a soft cloth, simple dish soap, and water. Mix the dish soap and water together, take your cloth, give it a good soak, and give your frame and lenses a thorough cleaning.

Remember to refrain from using hot water because exposure to high heat can cause damage to the lenses. Otherwise, using these methods to keep your glasses nice and clean will ensure that you can use them for a long time.

Can I order prescription sunglasses online?

We are sorry we do not currently have that option available

Store Policies

What is your returns policy for sunglasses & frames? 

  • All purchases in our place, both in-stores and online, are final. Be sure to double-check your order. 
  • Our warranty covers only manufacturer defects. The warranty period is 12 months for members and 6 months for non-members. 
  • Shipping and handling charges for defect warranty are not refundable. 
  • Contact lenses may also be returned if defective; please see our warranty for further information.
  • Contact lenses are not exchangeable or refundable once seal has been broken (unless defective). Please contact us immediately via email elysia.tan.bali@gmail.com 

Can I return sale items? 

We’re sorry you can’t. All sales are final. 

What is your return/exchange policy and how can I use it?

Currently, we only accept return / exchange policy for defect products only.

What is covered under your warranty and how can I use it?

We want you to know we stand by our products. So rest assured, we have an honest warranty policy to show you just that. Here it is, simply put:

  • Lenses will be covered for 2-year against all manufacturer defects
    AR Coating : All lenses purchased with a scratch resistant coating are warranted for one year from the original date of purchase. If within the one year lenses become scratched (from normal wear and tear), bring them into BTO Group store where you initially purchased them. The lenses will be replaced with the identical material, prescription and any other original add on features. This replacement will be honored one time at no charge.
  • Frames will be covered for 1-year against all manufacturer defects.
    Covered frames come with a one year warranty included in the purchase price. If the frame breaks due to a manufacturer's defect within the one year, we will replace the frame at no charge. Cosmetic blemishes are not covered for any reason. We are not responsible for manufacturer backorders. Frames that are damaged due to misuse will not be replaced and the warranty will be voided.

If you find that you need to use our warranty, please head to the store nearest you, or contact us. We'll be happy to help.

Payment and Gift Cards

What methods of payment are accepted?

BTO Group will accept cash, Visa, and MasterCard. A payment in full is required on all eyeglass orders because the lenses are custom made for your personal visual needs.

What are my payment options for online?

For now, online payments can only be made through Bank Transfer to one of these accounts:

BCA
08 851 851 21 (Elysia)  

Mandiri
Xxxx (Elysia) 

Promotional Codes 

Where do I enter my promotional code?

If you have an online promotional code, you can enter it in Your Cart before finalizing your purchase. 

Can I use my promotional code in store?

We prepare two kinds of promotional code, for online and in-stores use. Please feel free to use one of those, depending on your needs.

Do you sell gift cards?

Currently, gift cards are not yet available.

Shipping 

How can I check the status of my order?

You can check the status of your order by logging in and looking at your Order Status page.

What is the cost of shipping?

The shipping fee will be calculated directly at the time of purchase or you can check out the prices here (link ke page harga shipping)

Will you ship internationally?

Yes, (konten menyusul)

(untuk shipping masih belum lengkap, tambahan akan disusulkan setelah dirundingkan dengan pihak cube)

Deliveries 

How much does shipping cost?

The shipping time and cost are adjusted to your desired delivery services. For details you can click here. (Page harga)

Can I track my order?

Yes, to track your order please click here.

What happens if my parcel is lost?

If you believe your parcel has been lost, please contact our Customer Care team on SMS: 087 8888 17987 or Email: elysia.tan.bali@gmail.com

 
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