Coronavirus (COVID-19)

Information for our customers

 

For the safety and wellbeing of our customers and colleagues most of our stores are temporarily closed. All pre-booked routine appointments have been cancelled. We’ll contact you at a later date to reschedule your appointment.

For any customers waiting for their glasses or contact lens order, these will now be delivered free of charge via Hermes to your home address. We will contact you to give you an update on delivery of your order by the end of the week, you do not need to contact us.

From 27th March we are offering a limited number of urgent and emergency eye care appointments from a reduced number of stores across the UK.

A full list of these stores are available here.

We may have closed most of our shop doors, but you can still shop with us online. Click here if you need to top up or buy contact lenses.

Frequently asked questions

For the safety and wellbeing of our customers and colleagues and following government guidelines, all our stores are currently closed with immediate effect.

Therefore all pre booked routine eye tests and aftercare appointments have been cancelled.

We’ll contact you if your eye test appointment has been cancelled and will be back in touch at a later date to get you booked back in.

The UK Government has now confirmed that Vision Express should continue to offer a key health service to meet urgent eye care needs during the crisis, especially for isolating elderly people and key workers, and to divert patients from GPs, A&E and hospital emergency eye departments. So, from Friday 27th March we will open a limited number of stores for urgent and emergency eye care appointments only in Ireland and the UK

From Friday 27th March, we will open a limited number of stores for emergency and urgent eye care needs only.  

Please find a list of those stores and reduced opening hours here.

To book an emergency appointment, please call our customer care team on 0800 038 2177 or book online. When you book, you will be asked questions to assess the urgency of your need.

 When you book for an emergency appointment in one of our limited number of stores, we will ask you a series of questions to assess the urgency.  Please only book an appointment if you:

  • Have noticed a significant change in your vision that is affecting your ability to function normally
  • Have broken or lost your spectacles/contact lenses and you urgently need a replacement
  • Are experiencing any visual problems or other eye health concern that is causing you distress

Unfortunately we only have a number of limited stores open that are able to take emergency appointments. For a full list of those stores, please visit here.

If you have recently placed a glasses order in store, these will now be sent direct to your home via Hermes, free of charge.  We aim to deliver these to you by 10th April at the latest. We’re working hard to get these to you as quickly as possible.

Unfortunately we’re unable to provide specific delivery dates on individual orders.  If you have been notified by your store prior to the 23rd March that your glasses are ready for collection, please ignore this.

We hope that you are happy with your glasses when you receive them and ask that you try them at home for a few days to ensure your vision is clear and your glasses are comfortable, as occasionally small adjustments are needed.

If your glasses have varifocal lenses, these may take a little while to get used to, so again please wear them at home for a few days.  We also recommend that you don’t drive in any new glasses straight away and check that you can clearly see an object such as a number plate or sign, in the distance.    We also recommend that you don’t drive (should you need to) in any new glasses straight away and check that you can clearly see an object such as a number plate or sign, in the distance. 

If you feel your glasses need a small adjustment, please contact us when our stores re-open and we’ll be happy to help. If your new glasses are affecting your vision and you are unable to see clearly with them, you can book one of our emergency appointments at one of our limited number of stores that have remained open for emergency and urgent eye care only. You can find a list of these stores and book an appointment here.

 

We offer our 60 day money back guarantee on all your eye wear purchases and we will honour this on purchases from when our stores re open.  Should you want to use it, please make sure that you keep hold of your receipt for proof of purchase. See our website for full terms and conditions.

As our stores are now closed, except for emergency appointments, we will be delivering your contact lenses free of charge via Hermes to your home directly. 

If you are waiting on your contact lens order, we aim to deliver them to you within 2 weeks.  

If you would rather your next delivery of lenses are sent to a different address than we have on record, then please contact our customer care team on 0800 298 3344 or email [email protected] and we’ll happily arrange this for you.

If you have recently moved or would like your contact lenses delivering to a different address, please call us as soon as you can on 0800 298 3344 or email [email protected] so we can aim to ensure any future  lenses are delivered to your new chosen address.

Given the current circumstances, should you find you don’t need your contact lenses for a while, you can pause your account for up to three months. This will mean your monthly Direct Debit payments and contact lens supply will stop for your chosen period.

You can pause by either:

  1. Accessing your online Vision Account – simply visit: visionexpress.com/my-account/login Making sure to have your login details to hand.

or

  1. Call our customer care team on 0800 298 3344 or email [email protected] with your details.

We will contact you to confirm when your subscription has been paused.

If you have an outstanding refund that you are due, please call our customer care team on 0800 038 2177 who will be able to help you.

The dispense and collection of children’s glasses is a highly regulated process and in these challenging times we have taken guidance from our regulators and adapted our process.

To make things as easy as possible for you, we are delivering under 16’s glasses direct to their home address. Typically, we would ensure the child’s glasses are correct and checked by a registered Optician at point of collection in store. However, the glasses will now be verified by a registered Optician, to ensure that the measurements and prescription are correct,  before the glasses are dispatched from our Tech Centre.

We hope that your child is happy with their glasses when they receive them and ask that your child tries them at home for a few days to ensure their vision is clear and they fit comfortably, as occasionally small adjustments are needed.

If you feel that your child’s glasses need a small adjustment, please contact us when our stores are reopen and we’ll be happy to help. If their new glasses are affecting their vision and they’re unable to see clearly, you can book one of our emergency appointments at one of our limited number of stores that have remained open for emergency and urgent eye care only. You can find a list of these stores and book an appointment here.

Please note this only a temporary process until our stores reopen and there will be no delivery charge.

We believe that eyecare is a specialism required to maintain our health sector and wish to play our role during the Coronavirus outbreak in providing frontline, emergency eyecare support. The UK Government has now confirmed that Vision Express should continue to offer a key health service to meet urgent eye care needs during the crisis, especially for isolating elderly people and key workers, and to divert patients from GPs, A&E and hospital emergency eye departments.

This is an ever-changing situation. We will continue to ensure we follow the latest guidelines from the relevant health authorities. Any further changes will be communicated on our website as quickly as possible.

Thank to our dedicated employees for their hard work during this challenging time. We hope you and your loved ones are staying safe.