Coronavirus FAQ

How long will you be closed?

We are following Government advice and our branches will be closed for at least the next three weeks. As soon as we know more, we will of course provide updates on our website and social media.

I have broken my glasses, what can I do?

Please do not hesitate to email us via our contact us page and let us know the problem. Our team will be in touch to see how we can help.

I’m a contact lens customer but not a member of Lensplan. Will I be able to get a supply of my contact lenses while the branches are closed?

During this time, we can organise for your contact lenses to be sent directly to your home. Please email us via our contact us page and we will be in touch to arrange everything with you.

I have ordered some glasses but now your branches are closed. What happens now?

If you have previously had notification that your glasses are ready to collect from your local branch then we are in the process in posting them out to you. This is being done on an individual branch basis but we are hoping to have this completed over the next week.

If you placed an order recently but not had confirmation they are ready to collect yet, our prescription house (where your glasses are manufactured) is working through the orders currently to understand what can be completed, as we may be dependent in some cases on external suppliers sending certain items. If they are ready we will be sending them out directly to your home. In the meantime, our customer service team will be working with our prescription house to give all other customers an update as soon as we can. We would ask for your patience and understanding at this time as we are running skeleton teams in light of the current situation but endeavour to get back to you as soon as we can.

This is not ideal as we would like to ensure they fit perfectly before you wear them. Unfortunately, as our branch network is currently closed we are unable to adjust or under take our final in branch checks but as soon as we are back up and running, we look forward to welcoming you back in to ensure they are exactly how you need them to be.

My hearing aid is in for a repair, will I get it back?

If we have your hearing aid back from the supplier then we are planning to post it back to you as soon as we can. If it is still at the supplier, then we are liaising with them directly to understand the status of each repair. Our customer service team will be in touch as soon as we have an update for you.
Again, we would ask for your patience and understanding at this time as we are running skeleton teams in light of the current situation but endeavour to update you as soon as we can.

I’m a Lensplan customer, will I still get my lenses?

Yes you will. For customers who normally receive your replacement lenses by post you will continue to receive these when you are due to receive them. For customers who normally collect their lenses from their local branch, we have made special arrangements to send these by post to your home address until further notice.

I need new batteries for my NHS hearing aid

If you get your batteries by post, you will continue to receive them. If you would normally get them from a branch, please email us at when you are running out and we will send you a new supply.

Should I stop wearing my contact lenses?

Wearing contact lenses is safe, however it is crucial that you wash your hands with soap and water and dry them with unused paper towels before putting your lenses in your eyes or when removing them.

Contact lens wearers with cold/flu/COVID-19 should stop wear until at least 24 hours after all symptoms have resolved.

Do I need to change my contact lens case more frequently?

We advise that you replace your contact lens cases at least every month. To clean your contact lens case:

  1. After putting your contact lenses in your eyes, empty the contact lens case of the old solution
  2. Rinse your case with fresh contact lens solution
  3. Allow the contact lens case to air-dry, upside down on a clean tissue

I don’t want to touch my face, should I stop using my eye drops?

It is important that you continue to use your eye drops and make sure you’re thoroughly washing your hands before putting the drops in your eyes

What should I do if I have a red eye?

A red eye is usually nothing to worry about and often gets better on its own. If you are a contact lens wearer, it’s important to stop wearing your contact lenses until the red eye has resolved. Sometimes a red eye can indicate something more serious, contact us if you experience any light sensitivity, pain or a decrease in vision.

What should I do if my vision has changed?

A change in vision could indicate a change in prescription and normally requires a updating your spectacles. Contact us if you experience a sudden change in vision.