Help and FAQ

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

When are your stores reopening?

We are reopening our stores starting with Spitalfields on Monday 29th June, followed by Coal Drops Yard and Notting Hill on Monday 6th July. We're taking it slowly to ensure each environment is safe for both our staff and customers, but we anticipate that more stores will reopen shortly after.  

If you'd like to speak to an optometrist while our stores are closed, you can book a complimentary video call appointment by contacting our customer services team.

Can I book an eye exam?

Eye examinations can be booked at Spitalfields from Tuesday 30th June, at Notting Hill from Tuesday 7th July, and at Coal Drops Yard from Wednesday 8th July.

You can book an eye exam with us but we are prioritising those who need us most. If you have an expired prescription, have noticed a change in your vision then please get in touch by calling +44 (0) 207 683 6369 or email

My prescription is out of date. Can I still place an order?

If your prescription has expired during the social distancing measures put in place by the government, we may be able to assist you with this. Please send us a photo of your prescription and we’ll book you a phone appointment with our on-call optometrist to assess and process an order.

Can I still use a discount code provided to me from one of your stores?

Yes, absolutely. Please contact our customer service team who will be able to assist you.

Can I apply an Edenred voucher to an online order while the stores are closed?

You will need to post the voucher to us in order to claim the discount for your online order. Please contact our customer service team at and we will provide you with the correct address to send your voucher to. 

What prescriptions can you cater for?

Online, we offer single vision lenses for either distance or reading vision. Our standard price of £125 ($165 / €150) includes single vision prescription lenses using a 1.5 or 1.6 index lens. This typically covers prescriptions with sphere (SPH) values between -5.00 and +5.00. For stronger prescriptions you can add higher index, thinner lenses to your order. You have the option to add these in the checkout, but if you don’t we’ll get in touch after you’ve made your order to discuss the best option. There is a limit to the strength of prescription that we can cater for online.