Eyecare Plan
Frequently Asked Questions

Firstly, choose whether you’d like two or three pairs of glasses. With two pairs of glasses, this also includes prescription sunglasses; you’ll pay interest free monthly repayments on these for 24 months.

If you choose 3 pairs of glasses, this also includes prescription and non-prescription sunglasses. You’ll pay interest free monthly repayments on these for 36 months.

Whichever option you pick, you’ll receive a 20% discount on your glasses.

Vision Express is an appointed representative of Adaro who are authorised and regulated by the Financial Conduct Authority FRN 924690. The permissions of Adaro as a Principal firm allow Vision Express to undertake credit broking. Vision Express is an Appointed Representative of Adaro Optics Limited and acts as a credit broker and not a lender.

This depends how many pairs of glasses you would like to buy from us today. The plan is 24 months for 2 pairs of glasses/prescription sunglasses. It’s 36 months for 3 pairs of glasses which includes glasses, prescription sunglasses and sunglasses.

The cost will depend on the frames and lenses you choose but you could pay as little as £5.70 per month. Before you sign up for the Eyecare Plan we will confirm your monthly Direct Debits and when payment will be taken each month.

The plan already offers exclusive savings and benefits, so unfortunately cannot be used in conjunction with any other offer.

Anyone aged 18 or over that passes the credit check can sign up to the scheme. The person that signs up to the plan must be the glasses wearer.

We hope that you’ll be delighted with your glasses and the Vision Express Eyecare Plan but if you no longer want to participate you can cancel your plan and your Adaro Loan Agreement(s) within 100 days of the Start Date.

To cancel, return your glasses alongside your receipt to the Vision Express store you purchased them from within 100 days of signing up to the Eyecare Plan. Glasses must be in an unworn, saleable, condition. We reserve the right to charge you for any damage to the glasses from your use of them. Any refund due to you will be made in accordance with your Adaro Loan Agreement, usually within 14 days of your cancellation to the payment method originally used by you.

If this is after 100 days:

• You can cancel after 100 days by contacting the Vision Express store you bought your glasses from. You will be sent a breakdown of outstanding credit on each of your Adaro Loan Agreements to pay off in one single payment. Your plan will terminate automatically once payment is received in full.

To continue to enjoy all the benefits from the plan you will need to purchase a new pair of glasses between months 9 and 15 of the plan from a participating Vision Express store with a new interest free loan.

We’ll calculate your monthly interest free loan repayments for you.

You’ll need to sign the electronic agreement in store to say you’re happy to join the plan.

Instead of paying the total cost for your glasses today, you will simply need to pay your first monthly instalment. The remainder will be payable according to your loan agreement with Adaro.

We’ll get in touch when your glasses are ready for collection, or you can arrange delivery to your preferred address, for a small fee.

Between months 9 and 15 of your plan (your upgrade window) you will need to purchase a new pair of glasses by way of a new interest free loan. It will enable you to continue to enjoy all the benefits of your plan. We’ll get in touch to remind you when your upgrade window is near.

If you’re having trouble accessing the Vision Express Eyecare Plan Portal, you can call us on 0800 038 2177 or visit your local Vision Express store. We’ll be able to help or resend the registration email.

If you’ve forgotten your Vision Express Eyecare Plan Portal password, simply visit the portal and click “I forgot my password”.

Call or pop into your local Vision Express store or call Adaro Optics Ltd (the loan provider) on 03303 240 077.

You can select the 1st or 15th of the month for your direct debit payment when you set up your Direct Debit, after your first payment you can change this date by calling Adaro Optics Ltd (the loan provider) on 03303 240 077.

You can contact your loan provider by:

• Phone 03303 240 077
• Email customerfinance@adaro.net
• In writing to Adaro Optics Ltd, The Willows, Pattenden Lane, Marden, Kent, TN12 9QJ. 

See attatched Adaro loan complaints process and what you can expect. 

There is no charge for a late payment. However, it can impact your credit rating/score. If you are struggling with the monthly payments, please contact Adaro Optics Ltd. You can find the contact details above.

Yes, Adaro Optics Ltd (the loan provider) will perform a credit check to confirm your eligibility to join the Eyecare Plan. 

Your credit score will not be affected Not unless your loan gets into Arrears.

You can pay off the Eyecare Plan loan by contacting Adaro Optics Ltd

• Phone 03303 240 077
• Email customerfinance@adaro.net

However ,if you do so, you will come off the plan and will not be able to use the Eyecare Plan benefits. 

You can repay some or all of your loan early, if you repay part of the loan early, the balance of your loan will be reduced, the amount you have to pay each month will stay the same and you will repay the loan sooner.

There are various reasons why your application may have been rejected. For example, not having a suitable credit rating.

Once your Eyecare Plan has been active for 9-15 months, you can add additional pairs to your plan which will trigger a new Adaro Optics Ltd Loan Agreement.

Please visit your local Vision Express store and our team will talk you through the Eyecare Plan. Or you email our Customer Service team here call our customer service team on 0800 038 2177. 

Yes, you are able to return a pair of glasses in store. However, you will need to have two or three pairs still on the Eyecare Plan. If you wish to exchange and your alternative glasses are a higher-value, you will need to enter a new Adaro Optics Ltd Loan Agreement. 

Yes, please visit your local store to exchange your glasses within 100 days of the purchase date. You’ll need to still have two or three pairs on your plan to keep enjoying the benefits.

We hope that you will be delighted with your Glasses and the Vision Express Eyecare Plan. However, the bill payer can cancel the Adaro Loan Agreement(s), within 100 days of the purchase date. 

To do so, visit your local participating Vision Express store to return your glasses. Please bring your receipt as proof of purchase and make sure they are in the same condition as when you bought them. Any refund due to the Bill Payer will be made in accordance with the Adaro Loan Agreement relating to your Plan. This is usually within 14 days of cancellation to the payment method originally used by you or the Bill Payer (as the case maybe). 

You are also able to pay off the Eyecare Plan loan at any time by contacting Adaro Optics Ltd. However, if you pay off the loan you will not be able to enjoy the Eyecare Plan benefits. 

Yes, you’re able to take out the Loan on somebody else’s Eyecare Plan. 

Yes, you are able to take out the Eyecare Plan on your child’s glasses. 

You will be notified by Adaro Optics Ltd and the payment will be represented in approximately 15 days.

If you are struggling with the monthly payments, please contact Adaro Optics Ltd by phone 03303 240 077, by email customerfinance@adaro.net, or by writing to Adaro Optics Ltd, The Willows, Pattenden Lane, Marden, Kent, TN12 9QJ. 

You can choose glasses or sunglasses from our £85+ range. This includes a wide range of designer & luxury brands like Ray-Ban, Tom Ford, Prada, Gucci, Tiffany & co, Chanel (selected stores). 

You are not able to use the Eyecare Plan for Ray-Ban Stories. 

The plan is designed for prescription glasses or sunglasses. If you join choose to go on to the Eyecare Plan with 3 pairs, you are able to take 1 pair as non-prescription sunglasses. 

Once you join the Eyecare Plan, you will receive 20% off your eyewear. 

If your eyesight has changed whilst you’ve been on the Eyecare Plan, you can visit us in store to discuss this.

If you do not select a new pair between 9-15 months to remain on the Eyecare Plan, you will need to pay to reglaze your glasses. 

If you’re on the Eyecare Plan, we can reglaze your eligible pair(s). 

The cost per month will differ depending on if you have 2 pairs or 3 pairs. If you have 2 pairs it will be paid over 2 years, and if you have 3 pairs it will be paid over 3 years.

If you then select a new pair between 9-15 months your payments will be updated, and you will continue to have 2 or 3 live pairs of glasses depending on which plan you selected.

Please visit us in store to discuss your concerns. You can book an eye test that will be free if your eyesight has changed. 

If you choose new glasses between 9-15 months, you will remain on the Eyecare Plan and your eligible glasses can be reglazed for free. If you do not select a new pair between 9-15 months since joining the plan, you will come off the plan and need to pay for reglazing.

Yes, you can select a pair that are on our website and not in store. Please show the glasses you would like to the staff member in store, and they can order them for you. 

Your free eye test will be our Advanced Eye Test.  Find out more about whats included.

To join the Eyecare Plan you will need to visit us in store.