Coronavirus (COVID-19)

Frequently asked questions

For the safety and wellbeing of our customers and colleagues and following government guidelines, all non-essential travel should be avoided. Therefore all pre booked routine eye tests and aftercare appointments have been postponed.

Please do not travel to a store. We are open but only offering essential and urgent eyecare, call us on 0800 038 2177 or book online and our clinical team will help you get the eyecare you need.

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

Please do not travel to a store. We are open but only offering essential and urgent eyecare, call us on 0800 038 2177 or book online and our clinical team will help you get the eyecare you need.

Please find a list of the stores able to take online bookings here.

If you are calling us out of normal hours, please call NHS 111.

You can also use the NHS 111 British Sign Language service available in your country:

England – NHS 111 (BSL) interpreter service.

Scotland – NHS 24 111 or Contact Scotland BSL.

Wales – NHS 111 Wales BSL service. 

Northern Ireland – NHS 111 Northern Ireland BSL service. 

You can also call 18001 111 on a textphone.

We are here to help, please do not travel to a store. Call us on 0800 038 2177 or book online and our clinical team will help you get the eyecare you need.

When you book for an emergency appointment, 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

If you are calling out of hours then, if you have;

  • a sudden onset loss of vision or
  • double vision

You should contact your hospital’s A&E department for advice. Ideally by phone in the first instance. They will direct you to an appropriate service.

Please also see our FAQ, I have an emergency eye care need, what do I do?

Please do not travel to a store. We are open but only offering essential and urgent eyecare, call us first or book online and our clinical team will help you get the eyecare you need.

We can only apologise that you haven’t received your glasses order. For the safety of our colleagues, we are working on a reduced number of staff in our Tech Centre who are working hard to process a high volume of orders.

Please call our customer care on 0800 038 2177 who will be able to investigate what has happened with your order. Depending on what has happened we can arrange a re-order for you or a refund on your order.

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 (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 and we’ll be happy to help.

We’re sorry If you’re not happy with your new glasses you have purchased. If you want to return them and get a full refund, simply click on the link below:

here

Once you have completed and submitted the form, a returns kit will be sent direct to you for you to return your glasses. Once we have received your glasses back in our warehouse, we will then process your refund. Please allow 5 days for our refund to be processed.

We offer our 60-day money back guarantee on all your eye wear purchases and we will honour this on purchases from when restrictions on travel are lifted and your store is able to open for walk in appointments. 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.

We can only apologise that you still have not received your contact lenses. For the safety of our colleagues, we are working on a reduced number of staff in our Tech Centre who are working hard to process a high volume of orders.

If you contact our Customer Care team on 0800 298 3344, we will process an urgent reorder of your contact lenses for you.  Once your order has been placed, your lenses will be delivered to you free of charge, within 2 working days. 

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  so we can aim to ensure any future  lenses are delivered to your new chosen address.

We’re sorry that you’ve not received your order.  

Please call our customer care team on 0800 038 2177 who will investigate what has happened with your order.  After we have investigated, we will contact you to let you know what’s happened. 

Depending on the outcome, we will be happy to place an urgent replacement order of your glasses for you at no charge or offer you a full refund.

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 customer.care@visionexpress.com with your details.

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

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 customer.care@visionexpress.com so we can aim to ensure any future  lenses are delivered to your new chosen address.

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 and we’ll be happy to help.

There will be no delivery charge.

Please note this is a temporary process and we will be updating our services based on official public health advice and professional guidance.

If you have recently requested and not yet received or would like a copy of your prescription, please contact our customer care team on 0800 038 2177 who will be able to help.

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 customer.care@visionexpress.com and we’ll happily arrange this for you.

Yes - we have made some temporary changes to ensure we continue to provide professional support for you through this time and will therefore provide your next supply of lenses without the need for you come in to store for your aftercare check-up.

However, we ask that you check you haven’t been experiencing any of the following symptoms before you wear your new supply of contact lenses:

1) Discomfort in your eyes

2) Change in your vision

3) Irritation and redness in your eyes

4) Light sensitivity

If you have experienced any of the above symptoms or have any other concerns, please do not wear your contact lenses and contact our customer care team urgently on 0800 298 3344 or email customer.care@visionexpress.com.

Please note this is only a temporary measure and as soon as our stores are open again, we will invite you in for your aftercare appointment in store.

It’s easy to re order contact lenses as our online ordering service is continuing as normal. Visit visionexpress.com to order your contact lenses and we’ll be able to deliver them straight to your home.

If you are on our Complete Contact Care subscription and wish to order a top-up of lenses, then we will be able to offer free next day delivery on all orders placed before 6pm. 

If you pay for your contact lenses on a pay-as-you-go service, we will process your order as quickly as possible and aim to deliver your lenses for free within 10 days. Please ensure you have your valid and up-to-date prescription details to hand to place your order, as well as a credit or debit card.

Please note, not all lens types and prescriptions will be available to order online. If you have any difficulty ordering your lenses online, please call our customer care team on 0800 298 3344 for help.