Frequently Asked COVID-19 Questions

Eye examinations and other in-store services

Can I bring someone with me to my appointment?

Where possible, please come alone as we do not have the capacity to allow waiting in store. 

Can I book an eye examination during current government restrictions?

In line with government guidelines, we’re able to offer routine eye examinations at our open clinics. Please visit our eye examination booking page to learn more. You will receive a call from our team prior to your appointment. 

We respectfully request that come alone to your appointment, and you wear a mask when visiting due to the proximity of contact with our optometrists.

If you are displaying any symptoms of COVID-19, have been in contact with someone who has symptoms, or are considered high risk, please do not book an eye examination.

Can I have an eye examination safely, even in tier 5?

Yes. We are following government guidelines and both optometrist and patient will be wearing PPE as required. Our testing rooms will be thoroughly disinfected between every patient and all of our frames will be thoroughly cleaned throughout the day. 

If I have coronavirus symptoms, or have been in contact with someone who does, can I still come in for my appointment?

Unfortunately not. Please cancel your eye examination if you have symptoms or have been in contact with someone with symptoms, which can include but are not limited to a high temperature, cough, and loss or change in smell or taste. Additionally, if you are considered to be high risk, we ask that you please cancel your appointment. Eye examinations are free to cancel, although we do appreciate as much notice as possible.

Visiting our stores safely

Are your stores still open?

We are able to keep the following stores open, in line with government guidelines: Cubitts The Borough, Coal Drops Yard, Notting Hill, Hampstead, St James's (from 24th February) and Brighton. These stores continue to stay open regardless of tier. 

All other stores not mentioned will be temporarily closed until further notice.

Do I have to make an appointment to visit your stores in higher tiers?

No, you do not, though we do ask that visits to the store be limited to those with eye examinations or in need of services, and not for casual browsing. However, we ask that you wait to enter the store until a member of a team tells you it is okay to do so. There may be busier times where due to the social distancing, we may ask that you wait for a short amount of time outside until another customer leaves. 

Do I need to wear a mask to come into the store?

Our team will be wearing face masks for your protection and we respectfully ask that you do the same. Wearing a face mask will be mandatory for customers attending an eye examination.

Will the store have social distancing guidelines?

Yes. We are operating in line with government guidance and will be minimising the number of customers in our stores at any one time, as well as adhering to social distancing guidelines, which will be shown throughout.

Can I try on frames when I visit, even in higher tiers?

We are unable to offer casual browsing during this time. We ask that visitors to the stores come only for eye examinations or other essential services. If you have an eye exam, you will be able to try on frames which will be given to you on a tray and snatitised afterwards. 

Will I be able to pay in cash?

We are only accepting contactless or card payments at this time. 

Can I collect my online order in store?

We are offering store collection for online and phone orders at all of our open 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.

Will you start doing the Home Try On service again?

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.