Help and FAQ

Phone lines and chat available Monday-Thursday 9am-7pm, Friday 9am-6pm, Saturday 10am - 6pm and Sunday 12pm-4pm, British time.

Most frequently asked questions

Can I browse and try spectacles on in store?

You are welcome to pop by to see us, have a browse, book an eye exam or arrange that much needed repair. 

Do I need to make an appointment to visit the store to process an exchange?

Yes, you are welcome to go into any of our stores to exchange or return your order for a refund. 

Are your stores wheelchair accessible?

Regrettably, not all of our stores are fully wheelchair accessible. 

Fully accessible stores and examination rooms


Accessible stores (but not exam rooms)

Hampstead (not our Bespoke room)

Coal Drops Yard

Notting Hill



Covent Garden

Please note that for Coal Drops Yard, Notting Hill, and Brighton, the exam rooms are on the ground floor, but some larger wheelchairs will not be able to access.

Can I place an order if my prescription has expired?

We are unable to accept orders using expired prescriptions. Please visit our eye exam page or get in touch if you would like to know more.

Can I collect my online order in store?

We are offering store collection for online and phone orders at all of our store locations. Simply select which store you would like to pick up from during checkout. If you would prefer to not collect your items anymore, please contact customer service to arrange delivery.

Do you provide replacement lenses?

Please contact with a copy of your prescription, including the eye exam date, recall date and optometrist's signature and we will be able to assist further.

Can I return Bespoke or personalised products?

We do not offer returns on our Bespoke frames, monogrammed cases, or otherwise personalised products unless there is a fault with the product itself. For more information on what is considered a product fault, please click here.

For our core collection frames and prescription lenses, we still offer a 30 day return policy. 

Will Home Try On return?

Not at this time. You can still order frames online, and we have a 30-day no-quibble returns policy, should you change your mind.