Customer Care

Terms & Conditions of Purchase

As a responsible provider of eyecare solutions, Optical Express aims to provide exceptional standards of service, expertise and product quality. We do our utmost to ensure that you are completely happy with every aspect of your experience with us.

Outlined below are the terms and conditions relating to purchases from Optical Express.

Glasses Deposits

Full payment must be made before glasses and contact lens orders can be processed.

Cancelled Glasses Orders

Our electronic processing system ensures that your glasses are manufactured to your precise individual requirements without delay. Should you subsequently decide to cancel your order, we reserve the right to retain:

  • 25% of the total order value for cancellations within 1 day of order placement
  • 50% of the total order value for cancellations within 2-3 days of order placement
  • In the event that your glasses have been manufactured, then the total cost becomes payable.

Your statutory rights are not affected.

Varifocal Policy

In the unlikely event that you are unable to adapt to your new varifocal lenses within a period of 30 days from the date of collection, we will happily exchange them for either bifocals or separate distance and reading glasses. Refunds are not applicable.

Your statutory rights are not affected.

Glasses Refunds

In instances where faulty glasses and lenses cannot be replaced, a full refund will be given to the purchaser.

Optical Express operates strictly within the guidelines set out within the Consumer Rights Act 2015.

Frames and Non-prescription Sunglasses

We will exchange frames and non-prescription sunglasses for an alternative product or gift voucher within 14 days of purchase. It should be noted that this applies only to unworn products, returned in their original condition and packaging and accompanied by a valid receipt.

Laser Eye Surgery/ Lens Surgery Refunds

Treatments which are cancelled within 7 days of a booking being made will be refunded.

Please note that, due to the clinical nature of the treatments offered by Optical Express, our internal administration process can take up to 28 working days for your refund to be processed.