Refunds & Returns

Our Refunds and Returns Policy

COVID-19 update: due to the current COVID-19 situation, we may be unable to process returns as quickly as we would like to. We will process your request as soon as we can. However, please be aware this can take up to 7-10 working days from receiving the glasses in our warehouse. You will receive a confirmation email once the return package has arrived with us, but we may not be able to process the return for up to 7-10 working days.

Free UK returns

You may return your glasses if you are unhappy with them for any reason, providing that the following conditions are met:

  • The returned glasses need to reach us, in the same condition in which you received them, within 15 days of our original dispatch date.
  • You have included the returns form with your returns package.
  • Returned items must be in their original condition and with all the original accessories included in your package (e.g. cases and cloths). You may be charged for any un-returned items, if not.
  • Please note that we don't accept returns for eye drops and eye care products.

When returning your product, we recommend that you obtain proof of postage.

Alternatively, you could use a recorded delivery service via a courier company, as we are unable to take responsibility for packages lost in post. Your statutory rights in relation to returns and refunds are not affected.

Please be aware that we currently do not sell our products outside the UK.

It may be possible to return items in any of our Eye Emporium, Open Eye or John High stores. For more information, please contact our customer care team.

How to return your glasses

You can request a returns form over the phone. Please call our customer care team on 02085194769 Monday to Friday from 9:30 to 17:30 (closed on Saturdays, Sundays & some Bank Holidays).

For queries out of business hours, or if it’s more convenient for you to contact us by email, you can reach us on

Returns must be sent to:

Eye Emporium Opticians Stratford
42, Broadway
E15 4QS
London (UK)

Upon request, our qualified opticians are on-hand, ready to answer your questions and offer expert aftercare advice.

We aim to reply to all our customer emails within 24 hours and we are happy to return your call during office hours at a time that is more convenient for you.

Provided that returns meet the conditions and quality stated above, we aim to process refunds within 48h from receiving the returned items.