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Coronavirus (COVID-19)

Frequently Asked Questions

Customers can continue to receive our usual high standard of service across most areas. This includes being able to browse and purchase glasses online, use our Free Home Trial service, receive telephone and email support, and be able to contact our expert opticians who can answer any questions you have about your prescription or the glasses you are looking to purchase.

We are however experiencing delays with the delivery of some glasses, where the impact of creating a safe working environment for our staff in our warehouse and labs has resulted in additional procedures and efforts to implement. We are continuing to try and make & deliver your glasses as close to our normal delivery timescales as possible, but things may be a bit slower than usual.

We hope you can bear with us during this exceptional period and we kindly ask you to allow for a slight delay that you may experience in receiving your new glasses, your Free Home Trial, or your return being processed.

The health and safety of our team is very important to us.

Given the current circumstances, all of our non-operational staff (usually located in our London office), will be working from home for the foreseeable future. Any staff still working in the office are now working via rotating shift patterns, to minimise the volume of people working together at same time, while creating more social distancing in the office. As a further precaution, we have segregated our service and lab/warehouse staff from each other to ensure we can further reduce the risk of any person-to-person contamination.

With regards to our labs and warehouse, we have updated our already-rigorous regulations and policies and put the following in place - for both their protection and your orders:

  • Teams are wearing latex gloves when handling Home Trials, customers' glasses before they are shipped, as well as customer returns.
  • We are cleaning all workstations continuously with bacterial wipes and sprays.
  • Handheld scanners, picking trays and trolleys are all being cleaned and wiped down after use.
  • Internal doors are being kept open at all times - particularly those which experience high traffic on a daily basis. This is to help reduce bacterial transfer from door handles and keypads.
  • We will be using X-Mist canisters when necessary. This is an airborne fog-like product which sanitizes the area, kills germs and eliminates bacteria and viruses in the air.
  • Our cleaning stations are fully stocked with essential cleaning products and we have more on order.
  • All team members on-site and working from home have access to antibacterial gel for their own personal use.
  • All our staff members in the warehouse are also wearing protective face masks.

We continue to offer customer support via phone and email, but the hours during which we take inbound calls are slightly reduced in order to be able to give attention to a high volume of recent orders and email enquiries.

Depending on the situation and spread of Covid-19 and advice from the Government, this may change in the future. We will keep you updated.

Our expert opticians are fortunate to be able to work from home, so they will continue to be available on the phone and by email. You can request a call back here.

Ordering glasses online is very simple and straightforward, and right now, far safer than visiting a high street optician. When ordering your glasses online, rest assured that your order is being checked and overseen by a qualified optician. As you would before, you can browse styles and trial new frames with ease, and if you haven’t purchased with us before, you can try out our Free Home Trial first.

We realise that it might not be that easy to attend a routine eye examination at the moment, so if you have lost or damaged your glasses and your prescription is over 2 years old, our opticians may still be able to use it to replace your glasses. However, if you have noticed that your eyesight has changed, we strongly recommend that you contact your optician before you order new glasses as they should still be able to see you for an appointment.

No, we’re operating as usual at the moment so it’s absolutely fine to place your order now. We’re keeping updated with Government, Public Health England and WHO advice, so if this advice changes we’ll communicate this as soon as possible.

Currently our lab and warehouse are open as normal and not experiencing any delays to service or delivery. We’re keeping updated with Government and WHO advice, so if there are any changes we’ll communicate this as soon as possible.

Yes, we are.

With immediate effect, we are now offering free delivery on all standard orders over £50.

This decision has been made to ensure that all of our customers can get their glasses delivered quickly and efficiently, from a reputable company.

This takes into consideration anyone who is affected by Covid-19 whether they are self-isolating, of the vulnerable group, or can’t leave the house for any reason.

Home Trials remain free (delivery and return) and will continue to be.

We have introduced additional health and safety measures to create a safe working environment for our warehouse and lab staff. As a result, there have been delays in the delivering and returning of some glasses. However, we are trying to get back to our normal delivery timescales as soon as possible, but things may be a bit slower than usual until then.

We hope you can bear with us during this exceptional period and we kindly ask you to allow for a slight delay that you may experience in receiving your new glasses, your Free Home Trial, or your return being processed.

We take the utmost care when making and dispatching your glasses. However, Public Health England has advised that there is a low risk of contracting Covid-19 from parcels as a result of them being passed along the postal system. With this in mind, although the risk is low, we recommend you wash your hands thoroughly for at least 20 seconds after opening your parcel, as you should after receiving any cardboard parcel. You can find more advice here.

We are doing everything possible to ensure your orders are safe, clean and ready to use. Some of the precautions we are taking include:

  • Teams are wearing latex gloves when handling Home Trials, customers' glasses before they are shipped, as well as customer returns.
  • We are cleaning all workstations continuously with bacterial wipes and sprays.
  • We are cleaning handheld scanners, picking trays and trolleys.
  • Where possible and throughout the day, we are keeping internal doors open for rooms that have high traffic. This is to help reduce bacterial transfer from door handles and keypads.
  • We will be using X-Mist canisters when necessary. This is an airborne fog-like product which sanitizes the area, kills germs and eliminates bacteria and viruses in the air.
  • We have cleaning stations fully stocked with essential cleaning products
  • We have antibacterial gel located all over the premises and for employees to use in the GD facilities and when working from home.
  • All our staff members in the warehouse are also wearing protective face masks.

Further to all of our additional cleanliness checks, we can confirm that all our lenses are manufactured by Essilor and include a 15-point quality control check at our UK laboratory in Wiltshire.

Yes, of course. Please follow the usual returns/exchange policy here.

We have also decided to extend our free returns policy to 90 days (from the original 30 days) for all glasses and orders. This is to make sure people aren't caught out by any lockdown or isolation periods. It also considers those who are shielding, have mobility issues, are at greater risk or just generally feel more nervous about leaving the house. Please note that it may take longer to process returns and exchanges due to the increased precautions we are taking to ensure the safety of our team.

Due to the current climate, the General Optical Council has temporarily relaxed the rules around up-to-date prescriptions. This means that you can still make an order with your old prescription if you've lost or damaged your glasses - the order just needs to be approved by a qualified optician - which we have in-house. You can contact them here.

High-street opticians in England, Wales and Northern Ireland are now accepting routine face-to-face appointments again. So, if you’ve noticed any change in your eyesight, or are worried about your eye health, please contact your optician who will decide whether a face-to-face appointment is necessary. Opticians in Scotland are only accepting essential and emergency face-to-face appointments right now. Due to social distancing and the need to wear PPE and thoroughly clean the practice between patients, opticians currently don’t have the capacity to test as many people as usual. This means there may be a waiting list unless your needs and symptoms are more urgent.

Yes, this service is running as normal and is currently not affected. We usually deliver your free Home Trial within 1-2 working days from order. The majority of frames are still available and in large quantities, and we are due more stock deliveries in the near future. All our team who handle Home Trial frames wear latex gloves and all workstations have access to anti-bacterial wipes so that all returned frames can be cleaned thoroughly.

All of our returns (home trial and glasses) already go through a rigorous cleaning process, and we have doubled up these efforts to ensure the products are cleaned with extreme care before returning to stock, therefore, it’s not necessary for customers to wipe down any products.

The materials used to make glasses come from all over the world, but as the Covid-19 virus doesn’t last for long on objects and parcels there is no risk of contracting it from our frames.

GLASSES DIRECT STATEMENT ON SIGHT TESTS:

In light of the advice around social distancing and avoiding non-essential travel, the General Optical Council, the UK regulator of opticians, has released a statement to relax the rules concerning sight test intervals. They have taken this step to allow customers who need glasses to obtain them without having to visit an optician for a new eye exam.

Our advice would always be to have regular eye exams every two years, and normally we wouldn’t accept prescriptions over two years old. However, we appreciate that in the current climate this might not be possible or responsible. Therefore, during this time our opticians will be pleased to consider orders from customers who need to replace lost or damaged glasses whose prescription is over two years old. If you notice that your eyesight has changed, we strongly advise that you contact your optician to book in for a new eye exam before you order new glasses now that opticians are accepting routine appointments again.

In addition to the many steps Glasses Direct is making to ensure the swift production of orders during the Covid-19 pandemic, our opticians are working in the office and remotely, to review each and every order, and to speak to those customers who need advice and guidance.

During these exceptional times it is even more important that you buy safely online and always talk to a provider who has UK-registered opticians available to talk to about your prescription. Only a UK-qualified optician can supply a prescription that's over two years old, and give you the appropriate advice and guidance needed to keep your eyes safe and your eyesight healthy. Always ask for a registered dispensing optician.

To read the full General Optical Council statement please follow this link.