Coronavirus (COVID-19)


Customer advice


We would like to let you know about the steps Opticians Direct are taking during these uncertain times.

We recognise that these are difficult times and would like to reassure you that we will be doing our part to keep our employees safe and continuing to deliver the great service you expect. Presently we are operating at near to normal capacity with a reduced team of optical experts working at our offices isolated one per room, all other staff will be working from home answering your phone calls, emails, live chat etc addressing any questions you may have while ensuring minimal disruption to the business.

To help now we are on lockdown, we have made changes to our returns policy and will be extending it from 30 days to 90 days for all purchases. Also, due to the current climate the General Optical Council has temporarily relaxed the rules around up to date prescriptions, If youve lost or damaged your glasses you are now able to make an order with your old prescription, even if its over 2 years old.


Frequently Asked Questions


Please note that our Customer Service team are at times experiencing large volume of calls and emails. As ever, our aim is to provide you with a swift answer to your questions. Therefore, please refer to the FAQs below before getting in touch as your questions may already be answered.

Are there any changes to the service at Opticians Direct given the current circumstances?

No, despite the current challenges we want to reassure you that we will be operating at normal capacity and will be ready to process any orders and deliver the great service you’ve come to expect. You are able to browse and purchase glasses online as usual, and will be able to communicate with us as normal with us providing full telephone and email support. You can contact us by phone on 01204 520055, or email us at, or by live chat.

What are you doing to protect your employees?

The health of our team is very important to us.

Given the current circumstances, we are now operating minimum staff from our offices, those working on the premises will be working isolated one per room to ensure we can further reduce the risk of any person-to-person contamination. Other members of staff will be working from home answering your phone calls, emails, live chat etc, addressing any questions you may have while  ensuring minimal disruption to the business.

Will there be any negative impact on delivery times?

Our delivery times are currently unaffected, and as usual, you will receive your order from us via Royal Mail within 3-10 working days as before.

You can read Royal Mail’s updated advice about delivery here.

Is you Lab still open and operating as normal?

Currently we are not experiencing any issues with manufacturing, our lab is open as normal, and our warehouse is not presently experiencing any delays to service or delivery.

Are there any issues with availability of frames and lenses?

We review our frame stock levels daily, currently we are not experiencing any significant delays albeit there are some models that will take a little longer to get in, so please bear with us.

Our prescription lenses so far are unaffected, so all orders can be processed as normal, if there are any changes to the above we will advise immediately.

If I receive a delivery from you are there any risks to me?

Advice from Public Health England is that there is no risk contracting Covid-19 from parcels sent in the post by Royal Mail, you can read Royal Mail’s updated advice here.

We ensure all areas of the business are cleaned regularly with bacterial wipes and sprays, rest assured, we are doing everything possible to ensure your orders are safe, clean, and ready for dispatch to you. Further to all of our additional cleanliness checks, we can confirm that all our Essilor lenses undergo a 16-point quality control check at our laboratory in Bolton.

Can I still return or exchange my glasses with you?

Yes, you can still return or exchange your glasses with us, and in the current circumstances, we have decided to extend our returns policy to 90 days from the original 30 days to help while people are on lockdown. Our normal returns policy applies, for more information see our returns/refund advice here.

What if I need an eye test, Is it still possible to get one on the high street?
The latest updates from the government mean that high-street opticians are only offering appointments for emergency or essential eye care. Genuine emergencies will be assessed by practitioners, and prioritised accordingly.

Due to the current climate, the General Optical Council has temporarily relaxed rules regarding up to date prescriptions, this means if you’ve lost or damaged your glasses you can use your old prescription to get new ones. All orders with us will be overseen by one of our Qualified Opticians.


We are here to help. If you need any further information please give us a call on: 01204 520055, or email us , or click on Live chat.

We would once again like to thank you for your ongoing support and wish you well during these unprecedented times.