Coronavirus FAQ

Am I allowed to leave my house to attend my eye test?

Yes you are. The College of Optometrists has stated that Opticians should continue to provide eye care under lockdown and where there is capacity, provide routine eye tests.

What should I do if I have a concern about my eyes?

If you have any concerns about your eyes you should contact us. We are here to help.
If you experience sudden onset of any of the following symptoms you should contact us as soon as you can:
• loss of vision
• blurred vision
• pain with or without discharge
• light sensitivity
• double vision
• flashes of light in your vision
• disturbances in your vision
• new floating bits in your vision

If you have sudden onset loss of vision or double vision outside normal working hours please contact NHS 111 or your local hospital A&E department for advice. Do not ignore these symptoms or wait until after the Covid-19 situation has eased.

If you have a hearing loss or are Deaf, then you should call

England – NHS 111 (BSL) interpreter service
Wales –NHS 111 Wales BSL service
or 18001 111 on a textphone.

If you are looking for general information about your eyes from a trusted source, the NHS recommends the  College of Optometrists, website https://lookafteryoureyes.org/. This is a very useful and evidence-based resource and free to access.

Are you still open during the latest lockdown?

Yes we are! As an essential healthcare provider, we are still open and here for all your optical and hearing care needs.

You can book an appointment online or by calling your local branch. If you need to pop into your local branch for any other reason, please call them beforehand, as we are trying to manage the number of people in the branch and, where possible, help customers remotely.

To find your local branch click here.

I have broken my glasses, what can I do?

Please do not hesitate to get in touch via our contact us page or call free on 0800 626 427 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, how do I collect these?

If you have been notified that your glasses are ready to collect, please call your branch to arrange a time to visit. We just ask that you wear a mask at the branch and maintain social distancing.

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

As soon as we have your hearing aid back from the supplier we will post it back to you. If it is still at the supplier, we are working with them to understand the status of each repair. Our customer service team will be in touch as soon as we have an update for you.

We would ask for your patience and understanding at this difficult time and will do our best to get your hearing aid back to you as soon as we possibly can.

I’m a Lensplan customer, how will I get my next supply of lenses?

We are sending any contact lenses direct to our Lensplan customers' homes, so there is no need to visit a branch to pick them up.

I need more batteries for my NHS hearing aids, how can I get them?

If you are running low on batteries, just contact your local branch or our Customer Service team on 0800 626 427 so that additional supplies can be sent to you.

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 symptoms should stop wearing until at least 24 hours after all symptoms have resolved. Please contact us if you have any concerns.

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 updating your spectacles. Please contact us if you experience a sudden change in vision so that we can rule out any serious problem.