Refund, Returns & Exchange policy

The best way to resolve any query around refunds, returns or exchanges is to speak to one our highly trained customer service team who specialise in dealing with any queries you may have around your Superdrug Opticians order. Prescription glasses are specifically made to your personal prescription and a customer service agent will help you to resolve any queries.

Contact Us

You can speak to a customer service agent on 03303 801 350 from 9am - 5.30pm Monday to Friday (closed on Saturday, Sunday & bank holidays).

Or send us an email for us to contact you

For queries out of business hours, or if it's more convenient for you to email, you can reach us on: support@opticians.superdrug.com. Let us know the best contact number to call you on and we will call you back within 48 hours during office hours.

This does not affect your statutory rights.

Returns Policy

You will need to speak to one of our customer service advisors who will assist you with your return, exchange or refund*.

While your prescription glasses have been made to your bespoke requirements, for your prescription strength, we understand that sometimes you may want to return, exchange or receive a refund* on your glasses. So if you are unhappy with them for any reason, please phone our customer service team on 03303 801 350, who will assist you, providing that the following conditions are met:

• Please contact us as soon as possible if you are unhappy with your glasses & we ask that you do this within 14 days of receipt of the item.
• Once you have received the e-mail from the customer service team with the returns form please post us your glasses within 7 days. If we need a copy of your prescription, we will let you know in the email.
• All returns must be in their original condition and with all free accessories included with your original order. which includes any free cases and cloths
• If we are exchanging your prescription glasses for a more expensive frame/lenses, we will let you know the cost of any additional payment required.
• On occasions an optician may contact you if they have a query will your order. If the optician advises not to order, but the order is placed anyway this will be non-refundable.

International Refunds, Returns & Exchanges

For returns from outside the UK additional condition below.

• Any postage fees incurred costing over £5 for returning glasses to us will need to be covered by the sender.

Cancellation

Should you want to cancel your order please contact our customer service team on 03303 801 350 as soon as you can after placing the order as the sooner you can do this will mean we can stop processing your bespoke order & issue you an immediate refund*.

*Please note, refunds are normally processed within 7 working days.