FAQs

Can I pay the full price of the frame online rather than just the £10 reservation fee?

No. Our ‘Click & Collect’ system is designed to allow you to reserve one or more frames that you’d like to try on in branch for a £10 fee.

I’ve chosen a frame and branch but have decided on a different branch, what do I do?

Contact us on customercare@scrivens.com as soon as you can. We’ll arrange for a frame to be sent to the new branch. Once it’s there, we’ll get in touch and let you know.

Can I ‘transfer’ my reservation fee to another frame I see in the branch if I don’t like the one I’ve chosen?

Yes of course you can.

If I can’t get into the branch for any reason, how long will you keep my frames?

We’ll keep your frames for one week following receipt at the branch. If we have not heard from you, the frame will be returned and we will refund your debit/credit card.

What if I change my mind before the frames arrive at the branch?

That’s not a problem. Email us at customercare@scrivens.com and confirm that you’d like to cancel your order. We’ll then arrange for your debit/credit card to be refunded.

Can I have plain lenses put in my frames if I don’t need a prescription?

Yes, we can supply them with plano lenses for you, there will be an additional cost for these lenses. Our staff will be happy to explain this in more detail when you visit the branch.

Are the prices shown online for complete glasses?

No, the prices shown are for just the frames. There will be an additional cost for your lenses based on your prescription. Our staff will be happy to explain this in more detail when you visit the branch.

Can I buy just the frames?

No, we can only supply these frames when purchased as a complete pair of glasses.

How long does it take for the frames to get to the branch I’ve chosen?

We will aim to get your frame to your chosen branch within two to three working days. We will contact you as soon as they arrive so please wait for us to get in touch. If you have arranged an eye test as well as reserve a frame, we’ll make sure your frame is at the branch on your eye test appointment date.

Can I reserve more than one frame?

Yes of course. You just need to bear in mind that the reservation fee is paid on a per frame basis. So if you reserve five frames, the total amount payable will be £50. The maximum number of frames you can reserve in a single transaction is ten.

If I don’t want the frames, is the £10 fee refundable?

Yes completely. However we can only refund your credit/debit card, we will not be able to refund you in cash at the branch. Once we receive confirmation from the branch of your cancellation, you should have your reservation fee refunded within five working days.

I have worn contact lenses before but did not get on with them. Would I be able to try them again?

New lens designs and materials mean that contact lenses are now more comfortable than ever and provide exceptional vision. Many people returning to contact lens wear have found that they no longer have to compromise.

I have dry eyes. Will I be able to wear contact lenses?

New moisture rich lens materials mean that even people with drier eyes can wear contact lenses successfully.

Can contact lenses get lost in the eye?

Contact lenses float on the front surface of the eye and cannot get lost behind the eye.

How do you put contact lenses in and take them out?

If it’s your first time putting contact lenses in, the idea of putting something on your eye might make you feel a little squeamish. But there’s absolutely nothing to worry about, contact lenses are easy to apply and very comfortable.

It may take you a little while to get used to putting them in, but after some practice, and with the help of our handy guide, you’ll have no problem putting contact lenses in at all.

Here’s our guide to applying contact lenses:

Step 1.

Wash your hands.

This is very important to remember as any dust particles, germs or makeup on your finger will irritate your eyes and make the whole experience very uncomfortable.  Try to use soap that is fragrance free and one that is not too heavy on moisturisers as these ingredients could also irritate your eyes.

Dry your hands thoroughly, and you’re ready to start putting your contact lenses in.

Step 2.

Always start with the same eye.

Contact lenses are designed to fit each eye individually. You can’t swap them around as they simply won’t fit properly so it’s a good idea to start with the same eye every time. This is to help you make sure you put the correct contact lens in each eye.

If you are right handed, always start with your right eye. If you’re left handed, start with your left eye.

Step 3.

Get your contact lens ready.

Open the packet and scoop out the lens by sliding it up the ramp and out with your index finger. Look at the contact lens and make sure it looks like a bowl. If it has a lip or flat bottom, it may be inside out, so be sure to check. If it is inside out, just turn it over in the palm of your hand.

Clean your lens with contact lens solution. Never use water from the tap or anything else as you risk irritating your eye.

If your lens is torn or damaged, never place it in your eye.

Step 4.

Insert your contact lens.

Make sure you have a mirror ready for this part.

With your free hand, hold your upper eye lid open. This is important as you may try to blink reflexively.

Using the hand with your contact lens on, place your middle finger underneath your eye to stabilise your hand and pull the lower lid down.

You may want to look away at this point, or you may prefer to look straight at the mirror or contact lens – either way is fine. Place your lens gently on your eye and you’re nearly finished.

Step 5.

Blink, blink, blink.

Blink a few times to make sure the lens is in place properly and help your eye get used to the lens. If everything feels ok and you can see properly, you’ve successfully applied your contact lens.

Just repeat the procedure for your other eye and you’re ready.

For more information on the different types of contact lenses, click here.

If you are thinking about trying contact lenses but unsure as to whether they are right for you, click here to arrange your free contact lens trial.

Are contact lenses comfortable?

Soft contact lenses are thin and flexible and, with the new moisture rich materials that are available, they are so comfortable it is easy to forget you’re even wearing them!

Can anybody wear contact lenses?

Advances in technology mean that contact lenses are now available for a wide variety of prescription requirements, including astigmatism and high-powered prescriptions. We can even provide contact lenses that correct both near and distance vision in one lens, just like varifocal glasses.

Can I really just sleep and see?

Yes, once the effect is complete you simply sleep in the lenses each night and remove them in the morning. Also – and this is really clever – you will be able to see clearly with the lenses in when you wake up.

How quickly does it work?

After the first night your Dreamvision contact lenses will have made most of the necessary correction. Normally within less than a week you will be able to see clearly and will no longer be reliant on glasses or contact lenses during the day.

How is it possible to wear lenses overnight?

Dreamvision lenses are made of one of the very highest oxygen permeable materials, for maximum comfort and safety during overnight wear. The other unique benefit with Dreamvision is that unlike normal contact lens wear, your eye spends its waking hours with natural oxygen levels, uninhibited by contact lenses.

I work shifts and do not always sleep at night – could I still have Dreamvision lenses?

Yes. As long as you sleep on a regular basis for a reasonable amount of time, Dreamvision contact lenses will work.

What will it cost?

The monthly cost is similar to the price of wearing a pair of daily disposable contact lenses every day. This cost includes new lenses every six months in order to be sure that they are always providing optimum vision correction, plus all your aftercare from our Dreamvision specialists.

I have diabetes but my eyes haven’t changed, do I still need have my eyes tested?

Yes, you should make sure you have your eyes checked as frequently as your Optician recommends. People with diabetes are susceptible to certain eye conditions and your eye test will be able to spot if any of these develop. If you have diabetes all your eye tests will be free under the NHS.

Why do I need to wear sunglasses?

Your eyes are vulnerable to harmful UV light, just like your skin. Wearing sunglasses will help you avoid any potential damage. Protecting your eyes from UV light can also slow the onset of cataracts.

My eyesight seems to be worse recently, should I be worried?

If there has been a sudden deterioration in your vision, or you have experienced visual distortions, such as tunnel vision or flashing lights, then you should see your Optician or GP as soon as possible. It may not be anything to worry about but should be investigated just in case it is something more serious.

My eyes are sore and uncomfortable, what should I do?

Visit your Optician at your earliest opportunity. They will be able to find out what’s wrong and recommend a solution, or refer you to your GP if necessary.

Should I be worried about eye conditions?

If your eyes are healthy and you are having regular eye tests, you don’t need to worry unless you experience changes in your vision or eyes in general. If you have a family history of any eye condition, you should let your Optician know, and they can then keep an eye on you to make sure they spot any problems straight away. See the information about common eye conditions for more information.

Why do I need regular eye tests if I don’t need glasses or contact lenses?

Even if you don’t have a prescription, you can still suffer from certain eye conditions, and as well as measuring how well you can see, your eye test will also check the health of your eyes and spot any potential problems.

How often should I have my eyes tested?

Here at Scrivens Opticians, we get asked many questions about eye health, but one question that pops up most frequently is: “how often should I get my eyes tested?” so we’ve put together a little information page to help answer this common question.

So how often should you have your eyes tested?

The short answer is every 2 years.

Even if you don’t need glasses it’s important to have your eyes checked every two years. You may not be suffering from any eye health problems at the moment, but a regular check-up can detect any underlying problems early on as well as any changes to your vision.

Conditions such as age-related macular degeneration, cataracts and glaucoma can all be detected with an eye test. If they are spotted earlier on they can be treated more effectively.

However, an eye test does much more than detect problems with vision; it can also detect medical problems such as high blood pressureand diabetes. In these cases, your optometrist will notice changes to the blood vessels at the back of your eyes and refer you to your GP if they find anything that may need addressing.

Optometrists also recommend that children under 16 have their eyestested annually. This is to help diagnose problems (if any) early. The sooner problems are detected the greater the chance of developing optimal vision.

Your optometrist may recommend that you have eye tests more frequently, if for example, you have a history of eye problems. Optometrists also recommend that people over 70 years should have their eyes tested once a year.

To recap;

Children under 16 years of age should have their eyes tested once a year.

Adults should have their eyes tested once every two years.

Adults over 70 should have their eyes tested once a year.

For more information on eye tests, click here.

If you are looking for more information on eye health, click here.

I have to hold things at arms length to read properly – what does this mean?

Our eyes change over time and this may mean that you need reading glasses or varifocals. Your Optician will be able to test your eyes and advise you of the best solution for your eye sight needs.

How often do I need to get a new pair of glasses?

One of the most common questions we get asked at Scrivens is: “How often should I get new glasses?” Unfortunately there is no simple answer to this question.

Some people may have to change their prescription frequently, whereas others may not need to for many years. Your optometrist is the best person to make a judgement as to whether your glasses need changing.

You may feel like you can see perfectly with your current glasses, but your old lenses may be working against you. Even if you aren’t noticing any problems, it’s important to have your eyes tested and glasses checked regularly.

If you wear glasses, you need to have an eye test at least every two years to allow your optometrist to assess your vision. They will take certain factors into account and provide you with the best options.

Factors such as damage to the lens, age, eye health and improvements in technology all make a difference when it comes to updating your glasses.  If you are using an outdated prescription, your glasses may be causing eye strain, which can lead to headaches and migraines.

In addition, technology is constantly evolving and in the two years between recommended eye tests, there may have been improvements to lenses that will benefit you and provide you with a greater level of vision.

Optometrists recommend that adults over 16 years of age have their eyes tested every two years and those over 70 once a year. Children should also have their eyes tested annually.

For more information on eye tests, click here.

My glasses don’t fit as well as they used to, what can I do?

Some glasses may become loose over time; if you take your glasses to your local store they may be able to tighten them for you.

Is it true that wearing glasses can make my eye sight worse?

No, wearing glasses doesn’t not make your eye sight worse. In fact, it will reduce eye strain and any headaches caused by straining to see. Studies have also shown that correcting eye sight, with glasses or contact lenses, can actually have a positive affect on a child’s eye sight.

What does AR coating mean?

AR stands for Anti-Reflection. An Anti-Reflection coating helps stop glare, so is ideal for driving and computer use. They also make the lenses appear clearer to others, so they can see your eyes and not reflections on the lenses.

Can I get sunglasses with prescription lenses?

Yes, all our sunglasses can be made to your prescription. You can also have any frame you like tinted to create sunglasses.

What frame will look best on me?

When choosing the right frame for you, you should take into account your face shape and the style that you want. Our Guide to Buying Glasses has some pointers that will help you. Our staff are trained in frame styling and will be happy to help you choose the best frame for you.

What happens if I break my glasses?

Depending on the damage, we may be able to repair your glasses. You can simply pop in to any Scrivens Opticians store and our staff will help you. If you’re covered by our Spectacle Replacement Scheme and your glasses are beyond repair, you can get a replacement pair for just 10% of the purchase price.

How do I go about protecting my hearing?

There are a few simple ways to protect yourself from Noise Induced Hearing Loss (NIHL). Small adjustments like turning down your MP3 player by a couple of notches and wearing hearing protection whilst at work will go a long way in the battle to keep your hearing safe.

The Health and Safety Executive (HSE) has stated that noise levels above 105dB can damage your hearing if endured for more than 15 minutes each week.

However, even lower levels between 85dB and 90dB can cause permanent damage if you’re exposed to them for long periods every day.

Here are a few tips that will help protect your hearing:

1. Wear ear protection

If you work in construction or around heavy machinery, chances are you will be exposed to loud noises regularly. The longer you are exposed to noise levels above 80dB, the greater your chances of developing NIHL. A simple way of combatting hearing loss is to wear hearing protection such as earplugs or earmuffs. If possible, get away from the loud noise as often as you can.

The Control of Noise at Work Regulations 2005 protects staff who are exposed to loud noises in the workplace. The regulations state that workers must wear hearing protection if the daily average noise levels reach 85dB. If you use power saws, drills or any other type of noisy equipment, wear earmuffs or earplugs. If you are experiencing high levels of noise, speak to your HR department.

2. Turn your music down

Try not to listen to your music at high volumes. MP3 players and iPods have a maximum volume of around 110 dB which is extremely loud. If you are finding it uncomfortable to listen to your music, that’s a sign your ears are telling you to turn it down.

The NHS recommends that you opt for the 60:60 rule. This means you should listen to your music at 60% of the MP3 player’s maximum volume for no more than 60 minutes a day.

If you are listening to your stereo in the car at loud volumes, this can also cause hearing loss. By listening to loud music in a confined space, you are increasing the risk of hearing damage. Enjoy it, just turn it down a little.

3. Use noise cancelling headphones

If you can hear external noises whilst listening to your music, you may be tempted to turn the volume up. This could potentially damage your hearing. A good idea would be to use noise cancelling headphones or the old-school ear muff type headphones. These headphones block out background noise more effectively than inner ear style headphones, which means you can listen to your music clearly at a lower volume.

4.Use earplugs at concerts and gigs

If you enjoy live music, take earplugs with you. This way you can reduce noise levels anywhere between 15 and 35dB. Bar/venue staff may not always have free earplugs available, so it’s a good idea to invest in a pair and keep them with you. Don’t worry about not being able to hear the band properly – if you invest in a pair of good quality earplugs, they can actually make live music sound better by drowning out white noise.

5. Give your ears a rest

If you have been exposed to loud noise, give them time to recover. Your ears need at least 16 hours to recover properly after spending as little as 2 hours immersed in 100dB sound – for example if you have been to a nightclub or gig. The more you reduce this recovery time the more you put yourself at risk of hearing loss.

These are just a few tips on how to reduce the risk of hearing loss. Click here to see our great range of ear protection.

What kind of material are ProGuard earplugs manufactured from?

We use a medical grade of clear, soft silicon which is strong, smooth, non-sticky, and extremely comfortable, even when worn for prolonged periods. It is very easy to insert into the ear canal, and there is also some lubricant included with your ProGuard earplugs just in case you find you need it.

What if I want to cancel my order?

Due to the custom nature of these products it is not possible to refund payment once they have been manufactured. If you do wish to cancel your order you can use the contact us page or call 0800 626 427 within 48 hours of placing your order.

Providing the products ordered have not been manufactured we will give you a full refund of the amount paid.

How long will my ProGuard Custom Earplugs last?

In theory, your earplugs will last a lifetime if they are well looked after. However, our bodies change over time and this includes our ears, so we recommend that you have new impressions taken approximately every two years to ensure the integrity of the custom-fit, ensuring you get the right protection.

What does SNR mean?

SNR stands for Single Number Rating. It is a rating system set up by the EU to show the amount of protection earplugs provide.

What does dB mean?

dB, or decibels, is the unit that sound is measured in, and gives you an indication of the pressure your ears are under. Every 3 dB added doubles the sound, but you may not even notice. Every 10dB added increases the sound energy by ten, and adding 20dB increases it by a hundred.

Are there particular noise levels that will damage my hearing?

Many of the noises we are exposed to on a daily basis can contribute to hearing loss, so it’s vital we take action to prevent damage to our ears.

Those who work in certain industries including construction, engineering, food & drink and entertainment are especially at risk of developing Noise Induced Hearing Loss (NIHL) as they are surrounded by loud machinery, the constant hum of crowds and loud music for extended periods of time.

Any noises that are very loud and last for a long time can damage your hearing.

Here is an example of decibel levels:

  • 30dB – Quiet bedroom at night
  • 40dB – Quiet library
  • 60dB – Normal conversation
  • 75dB – Busy Street
  • 80dB –  Passing lorry
  • 85dB+ Any continued exposure to noise at this level will cause damage
  • 85dB – Lawn mower/heavy traffic:
  • 90dB – Forklift truck
  • 98dB  – Hand drill
  • 100dB – Motorcycle (riding)
  • 110dB – Rock Concert/Nightclub
  • 110 – 115dB – Maximum volume of an iPod
  • 120dB – Human threshold of discomfort
  • 120dB – Chainsaw/Ambulance Siren
  • 130 dB – Human Threshold of pain
  • 130dB – Jet engine

There are two factors that increase the risk of hearing loss: volume and length of exposure.

Any continued exposure to noises over 85 dB will cause damage to your hearing.

A sure sign that you have been exposed to noise that’s too loud is ringing in the ears, or a feeling like you have cotton wool in your ears. If you are finding that these symptoms are becoming commonplace throughout your day, arrange an appointment with one of our Hearing Aid Audiologists as you may be suffering from hearing loss.

An increase in decibel levels, however minor, can have serious consequences. If you are listening to your iPod at full volume all day, you may cause irreparable damage to your hearing – turning it down just a few notches can make a big difference. In addition, if you operate power tools without hearing protection, you are also at risk of damaging your hearing.

For more tips on how to avoid Noise Related Hearing Loss see our FAQ page on how to protect your hearing.

How does hearing damage happen?

Within the inner ear is an organ called the cochlea. Situated inside the cochlea are a number of tiny hair cells that receive the sound signals entering the ear and pass them on to the brain.  Exposure to noises louder than 85dB for a prolonged period of time wears these hair cells down, causing the sounds they pick up to become muffled. The higher the dB of the sound, the quicker your hearing will be damaged. If you are exposed to noise that reaches 85dB, it takes 8 hours to constitute a danger to your hearing. The louder the sound, the quicker it takes. 95dB takes 45 minutes, 100dB 15 minutes, 105dB 5 minutes, 110dB under 2 minutes, and 115 dB can affect your hearing in less than 30 seconds.

What are Behind The Ear (BTE) hearing aids?

Behind The Ear hearing aids are named as such due to the fact they sit discreetly Behind The Ear and transfer sound directly to the ear canal via a tube and ear mould which sits within the ear. Behind the ear hearing aids provide the most power and can handle anything from moderate to severe hearing loss easily. BTE hearing aids can also be used for people with a profound hearing loss.

The Behind The Ear hearing aid is commonly used where In The Ear (ITE) or Completely In Canal (CIC) hearing aids are inappropriate. In addition, the fact that all the controls and electronics are housed in a larger casing makes it easier for users to operate, especially if they have limited dexterity.

The Behind The Ear hearing aid is an extremely discreet option for those who have cosmetic concerns. Alternatively, the BTE hearing aid can be made in a wide variety of colours depending on your style.

For expert advice about our range of hearing aids, including Behind The Ear hearing aids, contact Scrivens Hearing Care today, or alternatively pop in to any of our 300+ stores across the country to speak with one of our expert Hearing Aid Audiologists.

Scrivens are also pleased to be able to offer a wide variety of free NHS hearing aids to eligible NHS patients. To find out if you are eligible for our NHS hearing care service click here.

What are In The Canal (ITC) hearing aids?

In The Canal (ITC) hearing aids are very discreet and sit in the canal of the ear (the entrance of the ear).

Each In The Canal hearing aid is custom fit for each user, ensuring a snug yet comfortable fit that is almost unnoticeable, providing users with a discreet option that can also allow additional features to be used, including directional microphones and manual volume wheels.

Due to the fact In The Canal hearing aids are somewhat larger than Completely In Canal hearing aids (CIC), they can use a larger battery and can therefore benefit from a longer battery life.

In The Canal hearing aids are sometimes not appropriate for users with limited dexterity due to their size.

They are most appropriate for those suffering from mild to severe hearing loss and can be constructed in a variety of colours to suit your preferences.

If you need any more information about In The Canal hearing aids, or advice on which hearing aid is right for you, call into any of our 300+ plus branches throughout the UK for expert advice from one of our Hearing Aid Audiologists.

Scrivens are also pleased to be able to offer a wide variety of free NHS hearing aids to eligible NHS patients. To find out if you are eligible for our NHS hearing care service click here.

What are On The Ear (OTE) hearing aids?

On The Ear hearing aids, also known as over the ear hearing aids are very similar to Behind The Ear hearing aids as they incorporate a sound processor as well as a receiver that sits comfortably on the ear. On The Ear hearing aids can be a great deal smaller than BTE hearing aids yet use a similar design.

A slimline case houses the electronics that is connected to the ear bud via a thin, almost unnoticeable transparent tube. This ear bud, unlike BTE hearing aids, allows natural sound to enter the ear and does not block out external noises, reducing the “plugged” feeling sometimes associated with hearing aids.

On The Ear hearing aids are often the best choice for people with cosmetic concerns as they are very discreet and are hardly noticeable. However, Scrivens Hearing Care can offer a wide range of colours to suit all tastes and styles.

If you are looking for the definitive selection of hearing aids, including the very discreet On The Ear hearing aids, look no further than Scrivens Hearing Care. Our expert Hearing Aid Audiologists can help you find the best hearing aid to suit your individual needs and lifestyle, so why not pop in to any of our 300+ stores across the UK for a free hearing health check and some expert advice. Even if you’re just looking for some advice or perhaps needing an upgrade, contact us today.

Scrivens are also pleased to be able to offer a wide variety of free NHS hearing aids to eligible NHS patients. To find out if you are eligible for our NHS hearing care service click here.

It keeps whistling

  • It is quite common for your hearing aids to whistle if they are turned on but not fitted into your ear. Whistling from a hearing aid during insertion or removal from the ear is quite normal if the hearing aid is switched on
  • Check that your hearing aid is correctly inserted into your ear
  • Clean your hearing aid thoroughly using the equipment provided
  • “Feedback” is sometimes caused when the volume control is adjusted and your hand reflects the sound back into the instrument’s microphone. This should cease when you move your hand

They sound muffled

  • Clean your hearing aid thoroughly using the equipment provided
  • Check for wax build-up on any part of the hearing aid, especially where the sound comes out
  • If your last hearing check was not recent, your hearing levels may have changed

My hearing aids are not working

  • Check that the battery is fitted correctly
  • Check whether a new battery is needed
  • Check that the hearing aid is clean and clear of wax deposits

Will the service be as good as my local hospital?

Our contract with the NHS sets clear standards of clinical excellence that all providers must work to, regardless of whether you visit a hospital or a local community provider. We must provide all patients with the opportunity to give us feedback on the service they receive. We are very proud of the fact that 90% of our NHS patients rate our service as very good or excellent and 93% would recommend us to a friend or family member.

How do I find out if I can get my NHS hearing aid from you?

Visit our ‘Eligibility Checker’ page and type in your postcode to find out if we are able to supply you with your NHS hearing aid. You can visit the page by clicking here.

What happens once I get my hearing aids?

We understand that getting used to wearing hearing aids can take time, so we’ll arrange regular reviews to make sure you are getting the most out of your hearing aids. You can also drop in at any time if you have questions or concerns.

Will they cost me anything?

The NHS hearing aids, batteries and aftercare are all free, wherever you get them from as they are funded by the NHS.

I thought you could only get NHS hearing aids from the hospital?

This is no longer the case. New government legislation means that in certain areas, following a referral from your GP, you can choose from a selection of accredited providers in your local community.