Coronavirus (COVID-19)

Customer Information

Unfortunately, Coronavirus is still here, but as we head towards a new normality, our focus, as always, remains on delivering the best possible service to you - our customers.

These times have proven how unpredictable things can be. However, one thing we will never be forced to compromise on is the safety of our customers and staff.

We want to keep your experience of buying glasses online worry-free. This is why we have permanently extended our free returns policy from 30 days to 120, giving customers more time to post frames back to us.

Furthermore, throughout the pandemic, we have adopted extra security measures. This includes taking extra steps to clean all workspaces and returned Home Trial glasses. As well as this, our warehouse and office teams are adhering to strict social distancing measures or working from home when and where possible.

This, of course, has had an impact on our phone lines and customer wait times. Troubling times inevitably mean more questions, and we are expanding our team and extending our hours to help solve this issue. There has been an effect on delivery times too, meaning orders have been taking longer than usual to arrive.

There still might be slight delays as we adjust to this new way of working, but please bear with us. We will be back to our typical speedy selves before we know it.

Your questions answered

David Hutchfield, our Head of Professional Services at Glasses Direct, has provided a list of answers to your most-asked questions. Find them here.

What have we done to help?

We have issued 4,000 vouchers for free glasses to NHS staff to show our huge appreciation of all their hard work during these challenging times.