It’s really important to us that you have the answers to your questions and the information you need as quickly as possible. To help you resolve your query, we have provided responses to our order delivery Frequently Asked Questions below.
Unfortunately we are unable to offer next-day delivery to the following postcodes. Delivery times to these locations are shown below:
+1 working day - Delivering Monday to Saturday:
+1 working day - Delivering Monday to Friday:
+1-3 working days - Delivering Monday to Friday:
+1-4 working days - Delivering Monday to Friday:
+1-5 working days - Delivering Monday to Friday:
1. Check the estimated delivery lead times below.
Please remember that this date is an estimate, so your order may arrive slightly before, on, or slightly after your estimated delivery date. To see the progress of your order, check your tracking.
- Prescription glasses – delivery will be between 3-5 working days from from the date the order was placed, pending prescription validation. Please note that if you have selected any lens ‘add-ons’ your order may take 7-10 working days.
- Prescription sunglasses – delivery will be between 7-10 working days from the date the order was placed, pending prescription validation.
- Non-prescription sunglasses and accessories – orders received before 6pm, Monday to Friday, will be delivered the next day. Postcode exclusions apply. Orders placed on Saturday or Sunday will be dispatched the following Monday for delivery on Tuesday. Orders placed on a bank holiday will be processed on the next working day for delivery on the following day.
- Contact lenses – delivery will be between 3-5 working days from the date the order was placed, pending prescription validation. For Complete Contact Care subscription customers, we will deliver your order within 48 hours free of charge.
2. Track your order.
Please see the ‘How can I track my order?’ option below.
3. I'm still waiting for my order.
If your delivery is overdue, or your items have been accidentally damaged in transit, or for any other queries, call our Customer Services team for assistance on 0800 038 2177, 8.30am - 7pm, Monday to Friday. Saturday 9am-5pm and Sunday 10am-5pm.
At the moment, it’s not possible for us to deliver online orders to Vision Express stores. However, this is a feature we are looking to have in the very near future.
If you live in the Republic of Ireland please visit www.visionexpress.ie where we offer a range of products. At present, we are unable to make deliveries to the Channel Islands and countries outside of the UK, excluding Ireland.
All of our online orders will be delivered by the courier Hermes.
Hermes email update notifications will be sent as standard to track your order's progress once dispatched.
You can track your parcel's journey or re-schedule delivery by entering your 16 digit parcel reference number.
Or alternatively click on the 'Track my parcel' link on your Hermes email update. This can also be done in the Hermes app.
For any prescription glasses orders placed in store or online please check your email inbox for your 'Track your order' updates.
Missed a delivery?
If you missed our courier, they will leave a calling card with an 8 digit number printed on it. You can enter this number in the same box as the tracking number to track your parcel delivery.
As many of our products are processed and dispatched on the same day as ordering, we are therefore unable to cancel your order once payment has been taken. Please see our Free 100 day returns page for how to return your order once received using a Royal Mail returns label.
Our non-prescription sunglasses or solutions are picked and dispatched from our central warehouse. However, prescription products take us a little longer to check and create indivdually. Therefore, depending on the content of your basket we may from time to time be required to send parts of your order separately, which could mean that they arrive with you on different days.
We are unfortunately unable to change the delivery address once an order has been placed. That is because we cannot guarantee that the change in our system will be effective before the delivery takes place, and also to prevent possible fraud. You can try to contact the courier for advice.
We put great care throughout our packing process to make sure you receive your items in perfect condition. However, damage may occur while the delivery is in transit.
If you notice that the contents are damaged or faulty after you have received the delivery, please contact our Customer Service team for advice and return it by filling out the Royal Mail returns form and using the return label.
Of course if your order is damaged we will replace the product(s) or refund you in full.
We understand that’s scary! Please check with your neighbours to see if one of them received the package for you or if you have a courier calling card posted through your letterbox. If you can’t find it, contact our Customer Service team for assistance. We will do everything we can to locate your order for you. Of course, if it’s confirmed that your order was lost in transit, we will replace the product or refund you in full.
Unfortunately we currently are unable to send items to British Forces Post Offices (BFPO), however please check back to our website in the future as we are hopeful of offering this service in the future.