Coronavirus (COVID-19)

Customer Advice

COVID-19 is impacting all of us, and we recognise that these are exceptional and troubling times. Our focus is to ensure we continue to meet customer needs while doing our part to keep you and our employees safe. The team here at Sunglasses Shop would like to reassure you that we are currently continuing to operate at normal capacity and are ready to process any orders placed and help with any questions you may have. Our team of optical experts will continue to provide you with the very best customer service via phone and email. For more information on how you can get in touch, visit our contact page.

Your questions answered

We understand you may have a lot of questions about COVID-19 (Coronavirus) and what we're doing to ensure we can continue to provide great customer service. We have recently implemented further strict health and safety measures to give you peace of mind when it comes to buying sunglasses from us.

David Hutchfield, our Head of Professional Services at Sunglasses Shop, has provided a list of answers to your questions. Find out about the strict contamination control procedures our staff are following, what to do if you need to return your sunglasses and more in this list of Coronavirus impact FAQs.

Return extensions

In the current climate, we know that some customers may not be able to leave the house as freely as they used to. With this in mind, we've taken the decision to extend our free return policy from 30 to 90 days effective immediately.

Frequently Asked Questions

Yes, we are pleased that customers can continue experiencing a full service.

This includes being able to browse and purchase sunglasses online, receive telephone and email support, and be able to contact our expert opticians who can answer any questions you have about your sunglasses you are looking to purchase.

Our delivery times are currently unaffected, and as usual, you will usually receive your order the next working day if your order is £80+. We are working tirelessly to ensure there is no disruption to the first-class service you know and expect, and will keep you updated.

The health and safety of our team is very important to us.

Given the current circumstances, all of our non-operational staff (usually located in our London office), will be working from home for the foreseeable future. Any staff still working in the office are now working via rotating shift patterns, to minimise the volume of people working together at same time, while creating more social distancing in the office. As a further precaution, we have segregated our service and lab/warehouse staff from each other to ensure we can further reduce the risk of any person-to-person contamination.

With regards to our labs and warehouse, we have updated our already-rigorous regulations and policies and put the following in place - for both their protection and your orders:

  • Teams are wearing latex gloves, especially when handling outbound orders.
  • We are cleaning all workstations continuously with bacterial wipes and sprays.
  • Handheld scanners, picking trays and trolleys are all being cleaned and wiped down after use.
  • Internal doors are being kept open at all times - particularly those which experience high traffic on a daily basis. This is to help reduce bacterial transfer from door handles and keypads.
  • We will be using X-Mist canisters when necessary. This is an airborne fog-like product which sanitises the area, kills germs and eliminates bacteria and viruses in the air.
  • Our cleaning stations are fully stocked with essential cleaning products and we have more on order.
  • All team members on-site and working from home have access to antibacterial gel for their own personal use.

Yes, we are pleased to continue to offer the same opening hours and customer support.

However, depending on the situation and spread of Covid-19 and advice from the Government, this may change in the future. We will keep you updated.

Our expert opticians are fortunate to be able to work from home, so they will continue to be available on the phone and by email. You can request a call back here.

Ordering sunglasses online is quick, simple and secure. All of our 1000's of sunglasses are sourced directly through the brand suppliers and everything we sell is in stock, 100% authentic and ready for immediate shipping.

No, we’re operating as usual at the moment so it’s absolutely fine to place your order now. We’re keeping updated with Government, Public Health England and WHO advice, so if this advice changes we’ll communicate this as soon as possible.

Although our couriers UPS and Royal Mail are still collecting from us daily, there is a small chance your order may be delayed in transit due to the current circumstances. We apologise sincerely if this occurs with your order, and would recommend to keep an eye on your tracking information for updates.

Currently our lab and warehouse are open as normal and not experiencing any delays to service or delivery. We’re keeping updated with Government and WHO advice, so if there are any changes we’ll communicate this as soon as possible.

Yes we are.

Public Health England have advised that there is no risk contracting Covid-19 from parcels sent in the post with Royal Mail. You can read Royal Mail’s updated advice here.

We are doing everything possible to ensure your orders are safe, clean and ready to use. Some of the precautions we are taking include:

  • The teams in the labs and warehouse are wearing latex gloves.
  • We are cleaning all workstations continuously with bacterial wipes and sprays.
  • We are cleaning handheld scanners, picking trays and trolleys.
  • Where possible and throughout the day, we are keeping internal doors open for rooms that have high traffic. This is to help reduce bacterial transfer from door handles and keypads.
  • We will be using X-Mist canisters when necessary. This is an airborne fog-like product which sanitises the area, kills germs and eliminates bacteria and viruses in the air.
  • We have cleaning stations fully stocked with essential cleaning products
  • We have antibacterial gel located all over the premises and for employees to use in the Sunglasses Shop facilities and when working from home.

Further to all of our additional cleanliness checks, we can confirm that all our lenses are manufactured by Essilor and include a 15-point quality control check at our UK laboratory in Wiltshire.

Yes, of course. Please follow the usual returns/exchange policy here.

We have also made the decision to extend our free returns policy to 90 days (from the original 30 days) for all sunglasses orders. This is to make sure people aren't caught out by any lockdown, isolation periods or those who are less able right now.

Yes. Public Health England have advised that there is no risk contracting Covid-19 from parcels as the virus doesn’t survive for long on objects. You can see more advice here.

The materials used to make sunglasses come from all over the world, but as the Covid-19 virus doesn’t last for long on objects and parcels there is no risk of contracting it from our frames.