FAQs

Are you open?

Following the latest Government announcement, we are operating a different service dependent on location.

Our York Vangarde and London Colney stores are continuing to offer a full service to support all your optical and hearing needs. As a provider of essential healthcare, you can still book appointments with us – either online or by giving us a call.

You can also contact us regarding any emergency and essential care including broken glasses, issues with your contact lenses or any worries regarding your eye or hearing health. We can talk to you about the options, and depending on the situation, this may be done remotely over the phone or in store, where we will still have Optometrists and Hearing Aid Audiologists in store to assist.

Our teams continue to work hard by putting extra measures in place, including ensuring that everything is cleaned and socially distanced along with longer appointment times, to keep both our customers and colleagues safe – so you still can come and see us with confidence.

Our Bolton, Derby INTU, Manchester and Westfield White City stores will be temporarily closed from Sunday 24th January.

To support you, we will be providing a remote service for any emergency and essential care that you may need during this period. We will be contacting all customers with an existing booking to rearrange your appointment and customers with outstanding orders to arrange collection. Our Customer Care Team are on hand to support you during this time. You can contact them at [email protected] or you call us on 0330 1355330.

Alternatively, you can find more information on our FAQs page

We will continue to review our store opening times in relation to government guidelines and will return to our normal service in all stores as soon as it is possible.

HOW ARE WE KEEPING YOU SAFE IN STORE?

We’ve been working hard to ensure we can offer eye tests in a safe and considered environment. As such, we’ve implemented a number of changes so we can operate safely. These changes include;

1. Longer appointment times to allow for social distancing
2. Face coverings are to be worn in store, as stated in government guidelines
3. Additional cleaning of equipment. After each appointment, all equipment used is cleaned thoroughly and our staff clean every pair of glasses after you try them on; so they’re ready for the next person
4. Hand sanitiser is available as you enter the store
5. We’re accepting the new contactless limit of £45. If you use Apple or Google pay, there isn’t a limit to the amount you can pay. 
6. We’ll contact you prior to your appointment to understand your requirements and minimise the amount of time you spend in store. 

Can I get my eyes tested now?

In the stores where we remain open – London Colney and York Vangarde, – yes you can. We are able to provide routine eye tests although we must still maintain the appropriate infection prevention and control measures.

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.

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. However, we have included some information on common eye conditions below:
Retinal Detachment
Macular Degeneration
Glaucoma
Floaters & Flashers
Diabetic Retinopathy
Cataracts
Blepharitis

I have broken my glasses, what shall I do?

If you have broken your glasses please call our customer care team on 0330 135 5330 who will be able to provide assistance.

I have ordered some glasses, how do I collect them?

You will be advised by the local M&S Opticians team when you glasses are ready to collect and they will arrange an appointment for fitting and collection. Any queries, please contact our customer care team on 0330 135 5330.