Opticians FAQ

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Information & Advice


Opticians FAQ

Do you have an important question about Boots Opticians? If so our frequently asked questions and answers about eye checks, glasses, contact lenses and more may help.

Opticians FAQ

Do you have an important question about Boots Opticians? If so, our frequently asked questions and answers may help.

Find out more about:

Eye checks

How often should I go for an eye check?

Eye health checks are recommended at least every two years for adults. If you are over 70, or under 16, an eye check is recommended every year.

How much is an eye check?

Unless you qualify for an exemption (see NHS discounts below) an eye check is £25 and includes a digital retinal photograph. Digital retinal photography allows your optician to take a detailed picture of the back of your eye, helping us to monitor the health of your eyes.

What happens if I need glasses or contact lenses?

If you come to Boots Opticians for an eye check and we find that you need a prescription, the optometrist will tell you more about your eyesight and will help you decide which lenses are best for you.

You'll then have a Personal-Eyes consultation, which is our way of making sure that we work with you to find the glasses that make you feel comfortable and confident.

If you decide to try contact lenses, you can make an appointment for our Free contact lens assessment and trial.

Further information is available on the following pages:

NHS discounts

Can I get an NHS-funded eye check?

Certain groups of people, such as children under 16 years old, are eligible for free NHS eye checks and help towards the cost of glasses and contact lenses.

Please see our page on NHS discounts to find out if you are eligible and how to claim.

Booking an appointment

How do I book an appointment?

You can book an appointment online here , or by calling 0345 125 3752 . Opening hours are 8.30am - 7pm on Mon - Fri and 8.45am - 5pm on Sat and Sun. Alternatively you can visit your local Boots Opticians, which you can find on our store locator here .

How can I reschedule my appointment?

Please contact your local Boots Opticians directly - their phone number is available on our store locator here , or give us a call on 0345 125 3752 . Opening hours are 8.30am - 7pm on Mon - Fri and 8.45am - 5pm on Sat and Sun.

What times do your practices open?

You can find the full opening times and address details of your local Boots Opticians on our store locator here .

Buying glasses

Can I buy glasses on boots.com?

To ensure that you get the best pair of glasses to suit your visual and lifestyle needs, it's important that you get the right information and advice from our fully trained Boots Opticians team, to help you make your decision. Glasses are therefore not available to buy online but you can browse the wide selection of frames we sell to get an idea of what styles you might like. Then pop into your local Boots Opticians, where our experienced teams are on hand to help you find your perfect pair. Use our store locator here to find your nearest Boots Opticians practice.

When can I collect my glasses?

When you order your glasses at your opticians practice, you will be given a collection appointment. Your glasses will be ready about 7 to 10 days after you place your order.

In the mean time, if you have any questions about your glasses order, please contact your Boots Opticians practice. Their phone number can be found at the top of your till receipt, or on our store locator here . Please choose option two when you call.

What if I am not happy with my glasses?

We want you to be delighted with your glasses. If you have any concerns about them, please contact the opticians practice which provided them, and they will arrange for you to come in, so they can help. Their phone number can be found at the top of your till receipt, or on our store locator here . Please choose option two when you call.

Can I get my prescription sent to me?

You can request a copy of your prescription by getting in touch with the Boots Opticians practice where you had your eye check. Their phone number can be found at the top of your till receipt, or on our store locator here . Please choose option two when you call.

When you get in touch with the practice, please provide them with the following:

  • your full name
  • your date of birth
  • the address which they hold on record for you
  • a fax number or a postal address, since we currently don't have the facility to email this information to you
How do I pay for my glasses?

You can either pay for the glasses in full when the order is placed, or leave us a deposit of at least 50 percent to secure the order, and then pay the rest when you collect your glasses.

Please note that we no longer accept cheques at Boots Opticians.

Can I use NHS vouchers as part payment for my glasses?

Yes, please ask at your local Boots Opticians for further information. You can also find more details on our NHS discounts page .

Can I use a prescription from another optician?

Yes, you can bring in a prescription, dated within the last two years, from any opticians in order to buy your glasses.

Contact lenses

How can I get help with the Boots Contact Lens Reward Scheme?

You can call the Boots Contact Lens Reward Scheme team on 0345 603 2020 from 8am to 8pm on Mon - Fri, and 8am to 6pm on Saturday. Alternatively, you can email contactlenses@boots-opticians.co.uk

You can also manage your account online by visiting www.bootscontactlensrewardscheme.com and entering your email address and reward scheme membership number.

Managing your account online allows you to:

  • Check when your next order is due for delivery
  • Check your payments and previous deliveries
  • Change your delivery address and update your personal details
  • Check when your next contact lens check up is due
  • Download and print a breakdown of your payments
My contact lenses haven't arrived. What shall I do?

You can check your delivery status on your account online at www.bootscontactlensrewardscheme.com .

Alternatively, you can contact the Boots Contact Lens Reward Scheme Team on 0345 603 2020 , from 8am to 8pm on Mon - Fri, and 8am to 6pm on Saturday, or by emailing contactlenses@boots-opticians.co.uk

How do I change my personal details like my address and direct debit?

You can change your details on your account online at www.bootscontactlensrewardscheme.com .

Alternatively, you can contact the Boots Contact Lens Reward Scheme Team on 0345 603 2020 , from 8am to 8pm on Mon - Fri, and 8am to 6pm on Saturday, or by sending an email to contactlenses@boots-opticians.co.uk

Can I take a payment holiday?

You can postpone your payments and contact lens deliveries for up to six months in any 12 month period. Please call the Boots Contact Lens Reward Scheme Team on 0345 603 2020 from 8am to 8pm on Mon - Fri, and 8am to 6pm on Saturday, or email contactlenses@boots-opticians.co.uk

I am running low on contact lenses what can I do?

You can order more at your opticians practice or via your account online at www.bootscontactlensrewardscheme.com .

Alternatively, you can contact the Boots Contact Lens Reward Scheme Team on 0345 603 2020 , from 8am to 8pm on Mon - Fri, and 8am to 6pm on Saturday, or by emailing contactlenses@boots-opticians.co.uk

How can I find out when my next Contact lens check up is due?

You will be sent a letter reminding you when your next check up is due. If you are a member of the Boots Contact Lens Reward Scheme Team, you can also find out when it is due by logging into your account at www.bootscontactlensrewardscheme.com or by calling the Boots Contact Lens Reward Scheme Team on 0345 603 2020 from 8am to 8pm on Mon - Fri, and 8am to 6pm on Saturday, or emailing contactlenses@boots-opticians.co.uk

Alternatively you can contact your opticians practice directly. You can find their number on store locator here.

Offers

Can I combine more than one offer?

You can combine our half price offer for additional pairs of glasses and sunglasses with the following discounts for your first pair:

  • 25% discount for students
  • 25% discount for members of the over 60's club
  • Half price glasses and sunglasses for Contact Lens Reward Scheme customers

You can also use our half price discount for additional pairs with your NHS voucher.

Further questions

What is the cost of the 0345 telephone number?

The cost of calling 0345 numbers is the same as the cost of calling 01 or 02 regional telephone numbers. If you're calling from a mobile phone, you will be charged at your normal network rate.

Why do I only earn one Boots Advantage Card point per pound at Boots Opticians?

We offer one point per pound on certain items like glasses, so we can continue to offer more points on everyday items.

Who are the regulators of Boots Opticians?

In the UK, all optometrists must be registered with the General Optical Council and listed in the Opticians Register.

Don't forget that if you have any problems with your glasses or contact lenses, or any concerns about your vision or eye health, you can visit Boots Opticians and we'll be happy to help you.

How do I make a complaint?

At Boots Opticians, we aim to provide you with the best level of professional eye-care service possible.
If however, you are unhappy with the service provided, please:

  • In the first instance - speak to or write to our Practice Manager at this practice.
  • If you remain dissatisfied please contact our Boots Customer Care Department, you can write to
    PO Box 5300
    Nottingham
    NG90 1AA
    Or alternatively Telephone: 0345 070 8090
    Or email: boots.customercare_team@boots.co.uk
  • If you continue to remain unhappy with our response;

    NHS customers; you can write to your local NHS Area Team or Health board. Their address, email or telephone number will be provided on request from practice colleagues

    Private customers; you can write to the Optical Consumer Complaints Service at 2-8 Market Square, Bishops Stortford, Herts, CM23 3UZ or alternatively email your enquiries to enquiries@opticalcomplaints.co.uk or telephone 0844 800 5071

Where can I find out more about eye health?

Find more information on eye health click here or visit your local Boots Opticians .

I've received a customer care measure survey, what is it?

We strive to give you our best customer service. We value your feedback because it helps us know how we are doing and where we may need to improve. This survey is one of the ways we collect feedback from our customers.

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Opticians FAQ

Do you have an important question about Boots Opticians? If so, our frequently asked questions and answers may help.

Find out more about:

Eye checks

How often should I go for an eye check?

Eye health checks are recommended at least every two years for adults. If you are over 70, or under 16, an eye check is recommended every year.

How much is an eye check?

Unless you qualify for an exemption (see NHS discounts below) an eye check is £25 and includes a digital retinal photograph. Digital retinal photography allows your optician to take a detailed picture of the back of your eye, helping us to monitor the health of your eyes.

What happens if I need glasses or contact lenses?

If you come to Boots Opticians for an eye check and we find that you need a prescription, the optometrist will tell you more about your eyesight and will help you decide which lenses are best for you.

You'll then have a Personal-Eyes consultation, which is our way of making sure that we work with you to find the glasses that make you feel comfortable and confident.

If you decide to try contact lenses, you can make an appointment for our Free contact lens assessment and trial.

Further information is available on the following pages:

NHS discounts

Can I get an NHS-funded eye check?

Certain groups of people, such as children under 16 years old, are eligible for free NHS eye checks and help towards the cost of glasses and contact lenses.

Please see our page on NHS discounts to find out if you are eligible and how to claim.

Booking an appointment

How do I book an appointment?

You can book an appointment online here, or by calling 0345 125 3752. Opening hours are 8.30am - 7pm on Mon - Fri and 8.45am - 5pm on Sat and Sun. Alternatively you can visit your local Boots Opticians, which you can find on our store locator here.

How can I reschedule my appointment?

Please contact your local Boots Opticians directly - their phone number is available on our store locator here, or give us a call on 0345 125 3752. Opening hours are 8.30am - 7pm on Mon - Fri and 8.45am - 5pm on Sat and Sun.

What times do your practices open?

You can find the full opening times and address details of your local Boots Opticians on our store locator here.

Buying glasses

Can I buy glasses on boots.com?

To ensure that you get the best pair of glasses to suit your visual and lifestyle needs, it's important that you get the right information and advice from our fully trained Boots Opticians team, to help you make your decision. Glasses are therefore not available to buy online but you can browse the wide selection of frames we sell to get an idea of what styles you might like. Then pop into your local Boots Opticians, where our experienced teams are on hand to help you find your perfect pair. Use our store locator here to find your nearest Boots Opticians practice.

When can I collect my glasses?

When you order your glasses at your opticians practice, you will be given a collection appointment. Your glasses will be ready about 7 to 10 days after you place your order.

In the mean time, if you have any questions about your glasses order, please contact your Boots Opticians practice. Their phone number can be found at the top of your till receipt, or on our store locator here. Please choose option two when you call.

What if I am not happy with my glasses?

We want you to be delighted with your glasses. If you have any concerns about them, please contact the opticians practice which provided them, and they will arrange for you to come in, so they can help. Their phone number can be found at the top of your till receipt, or on our store locator here. Please choose option two when you call.

Can I get my prescription sent to me?

You can request a copy of your prescription by getting in touch with the Boots Opticians practice where you had your eye check. Their phone number can be found at the top of your till receipt, or on our store locator here. Please choose option two when you call.

When you get in touch with the practice, please provide them with the following:

  • your full name
  • your date of birth
  • the address which they hold on record for you
  • a fax number or a postal address, since we currently don't have the facility to email this information to you
How do I pay for my glasses?

You can either pay for the glasses in full when the order is placed, or leave us a deposit of at least 50 percent to secure the order, and then pay the rest when you collect your glasses.

Please note that we no longer accept cheques at Boots Opticians.

Can I use NHS vouchers as part payment for my glasses?

Yes, please ask at your local Boots Opticians for further information. You can also find more details on our NHS discounts page.

Can I use a prescription from another optician?

Yes, you can bring in a prescription, dated within the last two years, from any opticians in order to buy your glasses.

Contact lenses

How can I get help with the Boots Contact Lens Reward Scheme?

You can call the Boots Contact Lens Reward Scheme team on 0345 603 2020 from 8am to 8pm on Mon - Fri, and 8am to 6pm on Saturday. Alternatively, you can email contactlenses@boots-opticians.co.uk

You can also manage your account online by visiting www.bootscontactlensrewardscheme.com and entering your email address and reward scheme membership number.

Managing your account online allows you to:

  • Check when your next order is due for delivery
  • Check your payments and previous deliveries
  • Change your delivery address and update your personal details
  • Check when your next contact lens check up is due
  • Download and print a breakdown of your payments
My contact lenses haven't arrived. What shall I do?

You can check your delivery status on your account online at www.bootscontactlensrewardscheme.com.

Alternatively, you can contact the Boots Contact Lens Reward Scheme Team on 0345 603 2020, from 8am to 8pm on Mon - Fri, and 8am to 6pm on Saturday, or by emailing contactlenses@boots-opticians.co.uk

How do I change my personal details like my address and direct debit?

You can change your details on your account online at www.bootscontactlensrewardscheme.com.

Alternatively, you can contact the Boots Contact Lens Reward Scheme Team on 0345 603 2020, from 8am to 8pm on Mon - Fri, and 8am to 6pm on Saturday, or by sending an email to contactlenses@boots-opticians.co.uk

Can I take a payment holiday?

You can postpone your payments and contact lens deliveries for up to six months in any 12 month period. Please call the Boots Contact Lens Reward Scheme Team on 0345 603 2020 from 8am to 8pm on Mon - Fri, and 8am to 6pm on Saturday, or email contactlenses@boots-opticians.co.uk

I am running low on contact lenses what can I do?

You can order more at your opticians practice or via your account online at www.bootscontactlensrewardscheme.com.

Alternatively, you can contact the Boots Contact Lens Reward Scheme Team on 0345 603 2020, from 8am to 8pm on Mon - Fri, and 8am to 6pm on Saturday, or by emailing contactlenses@boots-opticians.co.uk

How can I find out when my next Contact lens check up is due?

You will be sent a letter reminding you when your next check up is due. If you are a member of the Boots Contact Lens Reward Scheme Team, you can also find out when it is due by logging into your account at www.bootscontactlensrewardscheme.com or by calling the Boots Contact Lens Reward Scheme Team on 0345 603 2020 from 8am to 8pm on Mon - Fri, and 8am to 6pm on Saturday, or emailing contactlenses@boots-opticians.co.uk

Alternatively you can contact your opticians practice directly. You can find their number on store locator here.

Offers

Can I combine more than one offer?

You can combine our half price offer for additional pairs of glasses and sunglasses with the following discounts for your first pair:

  • 25% discount for students
  • 25% discount for members of the over 60's club
  • Half price glasses and sunglasses for Contact Lens Reward Scheme customers

You can also use our half price discount for additional pairs with your NHS voucher.

Further questions

What is the cost of the 0345 telephone number?

The cost of calling 0345 numbers is the same as the cost of calling 01 or 02 regional telephone numbers. If you're calling from a mobile phone, you will be charged at your normal network rate.

Why do I only earn one Boots Advantage Card point per pound at Boots Opticians?

We offer one point per pound on certain items like glasses, so we can continue to offer more points on everyday items.

Who are the regulators of Boots Opticians?

In the UK, all optometrists must be registered with the General Optical Council and listed in the Opticians Register.

Don't forget that if you have any problems with your glasses or contact lenses, or any concerns about your vision or eye health, you can visit Boots Opticians and we'll be happy to help you.

How do I make a complaint?

Our aim is to provide you with the best level of service possible. However, if you are unhappy with our service please:

  • Speak or write to the Practice Manager at your Boots Opticians practice. Their phone number can be found at the top of your till receipt or on our store locator here. If you are still not satisfied, please call our Head Office Customer Care team on 0345 070 8090. Their opening hours are 8.30am - 7pm on Mon - Fri and 8.45am - 5pm on Sat and Sun. You can write to them at PO Box 5300, Nottingham, NG90 1AA. Alternatively, you can email us using the form in the Contact Us section at the bottom of this page.
  • NHS customer: If you are not happy with our response, please let us know. If you prefer, you can write to your local Primary Care Trust. Their address and telephone number can be provided on request at your local Boots Opticians practice
  • Private customer: If you are not happy with our response, please let us know. If you prefer, you can write to the Optical Consumer Complaints Service at 2-8 Market Square ,Bishops Stortford, Hertsforshire, CM23 3UZ or call them on 01279 712584
Where can I find out more about eye health?

Find more information on local Boots Opticians.

  • Our partner sites

  • Boots WebMD Macmillan