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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 we are here to help with any questions you may have, and our opticians and optical experts can be reached via phone and email. Visit our contact page to find out how to get in touch.

Delivery impact due to COVID-19

During this unprecedented COVID-19 situation, the safety of our customers, employees, and suppliers is the most important thing to us. We are adhering to government social distancing guidelines and strict health and safety measures, which means some glasses orders may take longer to arrive than normal. Please allow up to a week extra on top of our usual delivery timescales.

Please bear with us, we are working as fast as we can while staying safe and ensuring our customers get their glasses as quickly as possible. Thank you for your understanding.

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.

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. Delivery costs for orders over £50 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. (Also note though, that we are currently unable to process returns as quickly as we would like to. We will process your request as soon as we can, however, please be aware this can take up to 5-7 working days from receiving the glasses in our warehouse. You will receive an automated confirmation email once the return package has arrived with us, but we may not be able to process the return for up to a week.)
  3. Free home trial – the 7-day try-at-home period will be extended to 10 days (however, paperwork may still say 7 days - please ignore) to allow for a few more days to try on your favourite pairs before posting them back to us. The 10 days start from the day you receive your Home Trial.
  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.

Ordering glasses or a Free Home Trial

You can continue to order your glasses online and use our Free Home Trial service as normal; glasses deliveries will just take a bit longer than usual. Any free Home Trial orders that are placed should still 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.

What We Are Doing 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. The response to this was amazing, and we are thinking of other ways we can show our support to those who are still getting in touch.