Delivery information
Online delivery information
We want getting your order to you to be simple, flexible and stress-free. That’s why we work with multiple trusted delivery partners across the UK. For most orders, you’ll get regular tracking updates and a 1-2 hour delivery window on the day.
For high-value items, including smart eyewear such as Ray-Ban Meta, Oakley Meta and Nuance Audio hearing glasses, we deliver using DPD’s secure PIN service. You’ll need to be available to receive your parcel so we can hand it over safely.
In store delivery information
Delivery FAQs
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.
How can I track my order?
You’ll receive updates from Vision Express while we prepare your order. Once it’s dispatched, you’ll get tracking details from the courier.
- For standard orders, tracking is typically via Evri.
- For high-value products, tracking is via DPD and includes a secure PIN on delivery.
You can track or divert your parcel using your courier’s link or the Evri/DPD app.
Missed a delivery?
Our couriers will attempt delivery up to three times before returning your parcel to us.
- Evri deliveries: You can divert your parcel to a neighbour, safe place or a ParcelShop using the Evri app.
- DPD deliveries (high-value items): For security, DPD deliveries require a secure PIN and cannot be diverted or left in a safe place. You’ll need to be available to receive these orders.
We take great care with every order from packing to dispatch, so your items arrive safe, sealed and ready to use. Very occasionally, something can go wrong during transit.
If anything feels off at the doorstep, don’t accept the delivery. This includes:
- Packaging that looks damaged or crushed
- A seal that appears broken or tampered with
- A parcel that feels unusually light or empty
Just let the courier know you’d like to refuse the delivery. Once you’ve done that, contact our Customer Service team and we’ll take care of the rest.
If the parcel looked fine when you received it but you later discover something damaged or faulty inside, get in touch with us and we’ll guide you through the next steps. If your order has been damaged, we’ll replace it for you. We’ll just need the item returned so we can put things right quickly.
We take great care with every order from packing to dispatch, so your items arrive safe, sealed and ready to use. Very occasionally, something can go wrong during transit.
If anything feels off at the doorstep, don’t accept the delivery. This includes:
- Packaging that looks damaged or crushed
- A seal that appears broken or tampered with
- A parcel that feels unusually light or empty
Just let the courier know you’d like to refuse the delivery. Once you’ve done that, contact our Customer Service team and we’ll take care of the rest.
If the parcel looked fine when you received it but you later discover something damaged or faulty inside, get in touch with us and we’ll guide you through the next steps. If your order has been damaged, we’ll replace it for you. We’ll just need the item returned so we can put things right quickly.
Some postcodes require a little extra time. Delivery timings for those areas are listed below:
+1 working day - Delivering Monday to Saturday:
| AB10-16 | AB21-25 | BT1-9 |
| BT10-44 | BT51-58 | BT62-67 |
| DD6-11 | EH35-40 | EH42-46 |
| FK14 | FK21 | KY9-10 |
| KY14-16 | PH6-16 | PO30-41 |
| TD1-8 | TD10-14 |
+1 working day - Delivering Monday to Friday:
| AB30-35 | AB36-39 | AB41-45 |
| AB51-56 | BT45-49 | BT60-61 |
| BT68-82 | BT92-94 | FK18-20 |
| H1-9 | IV1-28 | IV30-32 |
| IV36 | IV40-49 | IV51-56 |
| IV63 | KA27-28 | KW1-14 |
| PA20-33 | PA35-38 | PA49 |
| PH17-26 | PH30-39 | PH49-50 |
+1-3 working days - Delivering Monday to Friday:
| All IM | PA62-72 | PA74-75 |
| PA80 | PH40-41 |
+1-4 working days - Delivering Monday to Friday:
| KW15-17 | PA34 |
| PA41-48 | PH42-44 |
+1-5 working days - Delivering Monday to Friday:
| PA60-61 | PA73 | PA76-78 |
1. Check your delivery estimate
Your estimated delivery date covers a range, your order may arrive slightly before, on, or just after this date. Track your parcel for the latest updates.
Typical delivery timings:
- Prescription glasses: 3–5 working days, or 7–10 with lens add-ons.
- Prescription sunglasses: 7–10 working days.
- Sunglasses & accessories: Next-day delivery (postcode exclusions apply).
- Contact lenses: 3–5 working days.
- Contact Lens Subscription: Delivered within 48 hours, free of charge.
- Smart eyewear: 3-day lead time before dispatch.
2. Track your order
See ‘How can I track my order?’ below.
3. Still waiting?
If your delivery is overdue or something seems wrong, contact our Customer Services team through our contact us form
Not right now, but store collection for online orders is coming in the future.
If you’re in the Republic of Ireland, visit visionexpress.ie.
Visionexpress.com currently ships across the United Kingdom, including the Channel Islands. We’re unable to deliver outside the UK (excluding Ireland).
As many orders are processed quickly, we can’t cancel once payment has been taken. You can still return your order once received, see our 100-day free returns page.
Sunglasses, contact lenses and solutions are dispatched from our central warehouse.
Prescription products take longer to create, so you might receive these separately.
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.
Check with neighbours or for a calling card. If you still can’t locate your parcel, contact Customer Services. If confirmed lost in transit, we’ll replace or refund your order.
Yes. We can deliver to British Forces Post Offices (BFPO) addresses.
DPD secure PIN delivery – FAQs
For high-value orders, DPD uses a secure PIN service for extra protection. When your parcel is out for delivery, DPD will send you a unique 4-digit PIN. You’ll need to share this PIN with the driver before your parcel can be handed over.
Your secure PIN will be sent by SMS, email or through the DPD app once your parcel is ready for delivery.
If you’re not available, DPD will try again. Because of the secure PIN requirement, parcels can’t be left in a safe place or with a neighbour, and they can’t be diverted once dispatched.
Yes. As long as the person receiving the parcel has the correct PIN ready to give to the driver when they arrive.
First, check your SMS messages, email inbox and the DPD app. If you still can’t find your PIN, please contact DPD customer support before the delivery attempt so they can reissue it.
No. The driver never sees your PIN. They’ll only see whether the number you provide is correct.
No. The PIN is generated automatically by DPD and can’t be changed. If you’ve misplaced it, you’ll need to request it again via the DPD app or by contacting DPD customer support.
If an incorrect PIN is entered, the driver won’t be able to release your parcel. You may be asked to try again, or the delivery may be rescheduled for another day.