Information For Our Customers
Please note this page will be updated regularly.
On this page, you’ll find information on the steps we’re taking to ensure the safety of our colleagues and customers during these uncertain times.
We would like to reassure you that Lenstore.co.uk is still open, and that we will continue to offer our customers faff-free and affordable contact lenses delivered to your door.
The Steps We Are Taking
The health, safety and wellbeing of our colleagues and customers is our number one priority.
We’ve changed the way we work to ensure that all our colleagues can stay safe. Here are some of things we are doing:
- The majority of our colleagues are working from the safety of their home. Those who can’t work from home, such as our warehouse team, are being given free private transport so they don’t have to take public transport.
- All colleagues are adhering to isolation guidelines set out by the Government. Our colleagues are paid in full if they are isolating or have symptoms of coronavirus (Covid-19).
- All colleagues in the warehouse are practicing increased hygiene and social distancing, and wearing gloves.
- Increased cleaning of the warehouse multiple times a day, as well as a thorough clean at the end of each shift before the next one starts.
Your Questions Answered - FAQs
Our Customer Service team is currently experiencing a high volume of calls and emails. If you have a question, you can save time by checking the FAQs listed below.
We will update this page regularly. Last updated 22nd April 2020
Is Lenstore.co.uk still operating?
Yes, our website is fully operational and we continue to deliver to countries in Europe and internationally. A full list of the countries we ship to can be found here.
Will my order arrive on time?
We’re still open and dispatching your orders on time.
Where is my order?
The quickest and easiest way to check the status of your order is via your online account.
Simply login and visit My Orders, where you can view all recent purchases.
Once your order is on its way, you’ll receive a dispatch email with a link to track your order.
Has coronavirus (Covid-19) affected delivery times?
Depending on where you live, you may experience a slight delay in us delivering your order to you. You can track your order using the link provided within your dispatch confirmation email or, alternatively, by selecting My Orders within your account and clicking the ‘Track my order’ button.
How has coronavirus (Covid-19) affected deliveries in the UK?
In the UK, Royal Mail is experiencing high volumes of mail, so delivery may take slightly longer than normal.
Orders sent using special delivery will no longer be guaranteed by 1pm, but instead will be guaranteed by 9pm.
Special Delivery and Express Delivery no longer require a signature to ensure that all deliveries are contactless.
Is Click & Collect still available?
We have temporarily suspended our Click & Collect service as a precautionary measure to ensure the health and safety of our customers and colleagues.
Can I collect an existing Click & Collect order?
Due to the temporary suspension of our Click & Collect service, you will not be able to collect your order at this time. If you have any questions regarding your order please contact our Customer Service team.
Are there any items you will not be able to deliver to me?
We currently have a good supply of stock, and we are continuing to receive regular deliveries from our suppliers. If your item is out of stock, a member of our Customer Service team will be happy to let you know when we will have the item back in stock or help find you a suitable alternative where possible.
Is it still safe to wear contact lenses?
It’s still perfectly safe to wear contact lenses as long as you practice proper lens hygiene.
It’s also really important to stick to the lens care and wear guidelines provided by your Optician. You’ll find heaps of helpful advice around cleaning your lenses and keeping your eyes healthy on our Vision Hub. As always, we recommend avoiding contact lens wear if you’re feeling under the weather.
Can I still schedule my free eye test and contact lens check-up?
Due to the unfolding situation with Coronavirus (Covid-19), our longstanding partner Vision Express has had to temporarily close its stores.
Unfortunately this means we are unable to offer eye tests at this time, we apologise for any inconvenience caused and thank you for your understanding. If you have an appointment booked, someone will be in touch with you shortly.
If you are concerned about your eye health, or have a question about your current contact lenses, our Clinical Team is just a quick call away. You can also use our Ask our Optician forum to contact our in-house Opticians.
My prescription is out of date and my optician is closed, what should I do?
First of all, please don’t worry. We understand the importance of vision correction and the situation you are in during these uncertain times. Please use our Ask our Optician forum to contact our in-house Opticians. Alternatively, you can contact our clinically-trained Customer Service team, who will help you get what you need in the current circumstances.
If I have a question what should I do?
Our Clinical Team is here to help, just ask our Opticians or give them a call on 0800 010 6865.
We would like to thank you for your ongoing support and wish you well during these unprecedented times.