content-html

Coronavirus (COVID-19)

Customer Advice

COVID-19 is impacting all of us, and we recognise that these are exceptional and troubling times. Our focus is to ensure we continue to meet customer needs while doing our part to keep you and our employees safe.

The team here at Glasses Direct would like to reassure you that we are currently continuing to operate at normal capacity and are ready to process any orders placed and help with any questions you may have. Our team of opticians and optical experts will continue to provide you with the very best customer service via phone and email. For more information on how you can get in touch, visit our contact page.

Your questions answered

We understand you may have a lot of questions about COVID-19 (Coronavirus) and what we're doing to ensure we can continue to provide great customer service. We have recently implemented further strict health and safety measures to give you peace of mind when it comes to buying glasses from us or using our Free Home Trial service.

David Hutchfield, our Head of Professional Services at Glasses Direct, has provided a list of answers to your questions. Find out about the strict contamination control procedures our staff are following, what to do if you need to return your glasses and more in this list of Coronavirus impact FAQs.

Ordering glasses or a Free Home Trial

You can continue to order your glasses online and use our Free Home Trial service as normal. Our delivery times are currently unaffected and our normal timescales apply. The majority of orders will still be shipped within 7 days from order date. Any free Home Trial orders that are placed should be with you within 1-2 working days.

We’re here to help. If at any point you need to speak to our expert opticians, give us a call on 01793 746601, or email us at ask@glassesdirect.co.uk. For all other enquiries, please visit our contact page.

Return extensions and free delivery

In the current climate, we know that some customers may not be able to leave the house as freely as they used to. With this in mind, we’ve taken the following actions effective immediately -

  1. ALL delivery costs will be waived for the foreseeable future – this will be automatically discounted in your basket.
  2. Our Free returns policy extends from 30 days to 90 days for all glasses types.
  3. Free home trial – the 7-day try-at-home period will not be enforced and we simply ask customers to try their best to return their Home Trial to us in a timely manner.
  4. We will accept orders where prescriptions are over 2 years old where a customer has lost or damaged their existing glasses. This will be supervised by our qualified opticians, with further details provided on our FAQ page.