Coronavirus (COVID-19)

Customer Advice

CUnfortunately, Coronavirus is still here, but the team here at Sunglasses Shop want to reassure you that we’re continuing to operate at a normal capacity. As always, our priority is providing you, our wonderful customers, with the best possible service whilst keeping you and our staff safe.

Throughout the pandemic, we’ve implemented extra health and safety measures, and our staff have been social distancing or working from home when and where possible. As a result of this, along with increased demand, there has been a slight delay in delivery times.

As we head towards a new normality, we’re working through this and hope to be back to our speedy selves as soon as possible. Furthermore, as well as free delivery, we have extended our free returns policy from 30 days to 90 – helping you feel safer when shopping for shades online.

Your questions answered

David Hutchfield, our Head of Professional Services at Sunglasses Shop, has provided a list of answers to your most-asked questions. Find them in our 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.

Slower Delivery

At Sunglasses Shop, you get free secure delivery and we usually get your new sunglasses to you the next working day (for orders £80 and up) when you order before 2pm. However, please note that orders can sometimes be slightly delayed (for example, with the current COVID-19 situation), so delivery may take 2-3 working days in such circumstances.

Frequently Asked Questions

We continue to offer customer support via phone and email, but the hours during which we take inbound calls are slightly reduced in order to be able to give attention to a high volume of recent orders and email enquiries.

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.

At Sunglasses Shop, you get free secure delivery and we usually get your new sunglasses to you the next working day (for orders £80 and up) when you order before 2pm. However, please note that orders can sometimes be slightly delayed (for example, with the current COVID-19 situation), so delivery may take 2-3 working days in such circumstances.

Currently our lab and warehouse are open as normal and not experiencing any delays 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.