Help and FAQ

Phone lines and chat available Monday - Thursday 9am - 7pm, Friday 9am - 6pm, Saturday 10am - 6pm, and Sunday 12pm - 4pm British time. Please note our Easter hours: Good Friday and Easter Monday 10am - 6pm, Easter Sunday closed.

Most frequently asked questions

Are your stores open, even in higher tiers and lockdown?

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, Spitalfields, and Brighton. 

We are delighted our remaining stores will re-open from 12th April. 

Can I browse and try spectacles on in store?

All of our stores will be open for casual browsing from 12th April. We are currently unable to offer casual browsing in store during lockdown. Our open stores are available only for eye examinations or other essential services. After your eye exam, a member of our team will give you a tray to carry the frames you have chosen to try on. Once you have finished, we thoroughly sanitise all frames before returning them to our shelves.

Can I book an eye exam?

Eye examinations are still available at all of our open stores, and we're currently booking at stores opening on 12th April. Learn more about booking an eye exam here.

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 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.

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.