Contact us at Mister Spex
Do you have any questions? We will gladly help you!

Do you have a question? A problem? Or even a compliment? Do not hesitate to contact us! Simply send us a message. You can reach us here.

Give us a call!

0800 472 54 57
Monday to Friday from 7am - 7pm
Saturday from 8am - 1pm

You are also more than welcome to visit our help section, where we have compiled a great range of information for you.

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More contact information
Our headquarters in Berlin

Our address

Mister Spex SE
Hermann-Blankenstein-Straße 24
10249 Berlin

Our contact telephone number

Phone (UK): 0800 472 54 57
Phone (US): +49 30 32500050
Fax: +49 (0)30-4431230-255
E-Mail (UK):
E-Mail (US):

Customer service hours: Monday to Friday from 7am - 7pm
Saturday from 8am - 1pm

Here are the most frequently asked questions.

Where is my parcel and when can I expect it to arrive?

As soon as your package has been picked up by Hermes, you will receive an email with your shipment confirmation. This email contains a link with your tracking number (ID), which you can use to track your shipment.

For shipments to other countries, the Hermes tracking information will show a link to the corresponding local carrier.

How does credit card reservation work?

As soon as home trial order arrive, you have 10 days to carefully try on the frames. The trial period ends only when the glasses return to us. Once you've decided on a frame, first send us back all glasses from your home trial. After validating your glazing order, it will take between 6-14 workdays, and you will receive your new glasses with your prescription.

Should the frames not arrive back at Mister Spex 21 days after the order placement, the frames are considered to be purchased and we will charge your credit card. As soon as the glasses reach us, the sum will be promptly refunded to your credit card.

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How do I return my parcel?

Please login to your customer account and select the frames you shall like to return. Follow the onscreen instructions for returning.
Attach the return shipping label to the parcel. Please mind that you completely cover the original shipping label when doing so.

Drop off the return with your local Royal Mail branch.
As soon as the return has reached us you'll be e-mailed a receipt confirmation and we will return your funds within 1-3 working days.

Please make a note of the tracking number when sending your parcel back to Mister Spex; otherwise, it will not be possible for us to track the shipment

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How do I add prescription values to my order?

In order to apply your individual corrective values to your new glasses, we require values from your current prescription. These are given respectively for the right and left eye, and shouldn’t be more than two years old, as your vision can change in this time. See which values we require to ensure your new prescription glasses are a perfect fit for you.

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There is no return label in the parcel. What should I do?

Should it occur that this label is missing, please contact our customer service. We will promptly send a new one to the provided e-mail address.

How do I receive my invoice?

For the sake of the environment, you will receive the invoice for your order via email. In case you can’t find your invoice or if you have entered the wrong email address, please contact our customer service. We will then resend the invoice via email and update your email address if needed.

Our optician team will be pleased to advise you

Frequently asked questionsFrequently asked questionsContactContact0800 472 54 570800 472 54 57

Payment options

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Delivery options

Royal Mail

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