Coronavirus (COVID-19) Care Advice

Open with you in mind

Throughout the COVID-19 crisis we’ve been doing everything we can to look after our customers and team members, even though our stores have been closed. We’re now delighted to announce that our stores have reopened for routine care and we look forward to seeing you in-store soon.

All of our stores have now reopened for routine care. To find out your local store’s trading hours, please visit their store page.

Patients can now book an appointment for an eye test or contact lens assessment online. If you find there are no appointments available, please call your local store or use the online form to send a request to your local store.

Customers can also contact their local store to arrange a time for an adjustment or repair.

When visiting your local store at the moment you'll find things are a little different to normal as we're doing everything we can to keep our customers and team members safe. Find out more.

To protect our customers and team members, our stores will be practicing social distancing and we will be limiting the number of people that can be in our stores at any one time.

We’re doing everything we can to keep customers and team members safe in-store. This includes cleaning the retail area throughout the day, including frames, and disinfecting test rooms and equipment after each patient we see.

As an extra precautionary measure, our team members will also be wearing face masks when caring for patients with a heightened risk of COVID-19 including:

  • People over 70 years of age
  • Women who are Pregnant
  • Those with a chronic health condition, such as:
    • Serious respiratory disease such as chronic lung disease or moderate to severe asthma
    • Serious heart conditions
    • Immunocompromised conditions
    • Severe obesity
    • Diabetes
    • Liver disease
    • Chronic kidney disease or undergoing dialysis

If you are a patient with a heightened risk of COVID-19, please let a member of the team know when you arrive in-store.

If you were sent your glasses via post while our stores were closed, and you need them adjusted, you can contact your local store to arrange a time to go in and have them professionally adjusted.

If you have a pair of broken glasses that you would like repaired, our adjustment and repair services are now available, but again to help manage the number of people in-store, we ask for your assistance in contacting your local store to arrange a time to come in.

You can also make some simple repairs and adjustments to your glasses at home, following our how-to video guides.

If you previously ordered glasses or contact lenses through your local store, and you still haven’t received them, please call your local store for an update on your order.

Now that stores are open again, customers can place orders for new glasses or contact lenses in-store.

Customers can also continue to buy contact lenses online with contactless delivery direct to your door. All you need is a valid prescription. To find out how easy it is to buy online, click here.

While glasses orders usually take up to 10 working days to arrive, we are still experiencing delays with orders due to the reduction in air freight routes from our supply chain locations as a result of COVID-19.

Our stores will be following a contactless pick up process to protect the health of our customers and our team members.

If you require a copy of your prescription, please contact your local store and they can provide you with the details you need over the phone or email you a copy of your prescription.

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What we're doing to keep you safe in store

Thoroughly cleaning frames

Disinfecting test rooms and equipment after each patient we see

Following government guidelines and using protective equipment when required