Customer service

More information

• Cancelling or changing appointment bookings

  If you need to cancel or change your appointment with us, you’ll find everything you need to know here.

• How we use your personal information

  You can find more information about how we use and protect your personal information in our privacy policy.

  Please contact your local store if you’d like to:

  • Tell us about a change of name and address
  • Stop receiving marketing letters, emails, text messages or calls
  • Obtain a copy of your prescription

  Find your local store details

  If you have a query that hasn’t been covered on this page, your local store is still the best place to start.

  If you’d like a copy of your personal information or to make any other request about your personal information or individual rights, you can ask for it here.

• Returns and servicing

  If you have any concerns within 100 days of your purchase, we’ll put it right. No quibble, no fuss. Plus, all our glasses and sunglasses come with free lifetime servicing, including minor repairs, at no extra cost. Find out more about it here.

• Customer care address

  If you’d prefer to contact us via a letter, write to us at our FREEPOST address (no stamp required):

  Customer Care Manager
  Specsavers Optical Group
  FREEPOST GU209
  GUERNSEY
  GY1 5SS

  Your letter will be forwarded to the owner of your local store so that they can share your feedback with their teams and contact you directly if needed.

• Replacements and aftercare

  Your hearing aids from us include aftercare for life. See what’s included in your hearing aid aftercare package.

  If you’ve lost or broken your specs, we’ve made it even easier to sort out some replacements. Find out more or order yours here.

• Managing your easycare account online

  As part of your easycare subscription, you can manage your account online. Whenever, and wherever you are.

  • Running out of lenses? Order more before your next scheduled delivery
  • Lenses stacking up? Skip a delivery and take a payment holiday
  • Where are my lenses? Find out when your next delivery is due
  • Need a change? Alter your daily disposables package
  • Moved house? No probs, update your address easily

  If you're already an easycare subscriber click here to get started.

• Questionnaire emails prize draw

  Your feedback is important to us – if you leave your email address during your store visit, we’ll send you a short questionnaire about your experiences. We have three different survey questionnaires depending on whether you had an eye test appointment, a contact lens appointment or a hearing appointment.

  The survey is called ‘Maze’ and an email will arrive 14 days after your initial glasses visit and 48 hours after a contact lens, audiology or eye test only visit. Sometimes your personal privacy settings may block the email, so please check your spam folder if you wish to give feedback.

  The feedback we receive ensures you have complete customer satisfaction and helps us to improve our service in the future. Every store receives your feedback directly and if necessary, will follow up any concerns you have commented on. If you have given your permission on the questionnaire, we will only publish a comment and your first name as part of the customer testimonials on your local stores website.

  Everyone who completes our survey and leaves their contact details will be entered into a monthly draw to win £1000. Your name will be included in the next draw after you have completed you survey. The prize is a token of thanks for all the customers who have helped us improve our service.

  We don’t want to overload our customers with emails, so if you’ve completed a feedback questionnaire in the last six months, we won’t send you a duplicate one.

  Prize draw: One draw per month until further notice. Winners will be contacted by phone.

  Specsavers’ Maze Prize Draw - Terms and Conditions:

  Entry Requirements

  1. Specsavers Optical Group Limited whose registered office is at La Villiaze, St Andrews, Guernsey, GY6 8YP, is the legal promoter of the prize draw (‘Specsavers’).

  2. Information on how to enter forms part of the terms and conditions of entry. Entry into the prize draw is deemed acceptance of these terms and conditions.

  3. The prize draw is open to all persons aged 18 and over, resident in the United Kingdom (including Channel Islands and Isle of Man) and Republic of Ireland (the ‘Qualifying Entrant’).

  4. The prize draw will commence on 1st day of each month at 00.01am (Local GMT) and conclude on the last day of each month at 23.59 (Local GMT) (each month period separately being the ‘Entry Period’).

  5. No purchase is necessary to participate in this prize draw.

  6. To enter the prize draw, you will require internet access. To enter the prize draw, Qualifying Entrants must, within the Entry Period, click on the link which will have been emailed to them following their visit to a Specsavers business, and fully complete the Maze survey relating to their experience of Specsavers at their recent visit. (the ‘Entry’). All steps in the entry process must be completed.

  7. Only one Entry per person per survey will be accepted into the prize draw.

  8. Specsavers accepts no responsibility for entries that are lost, delayed corrupted or not received due to technical disruptions, network congestions or for any other reason.

  9. Inappropriate, offensive, brand damaging or illegible Entries in the opinion of Specsavers shall not be accepted and shall be automatically disqualified.

  10. By entering the prize draw, you agree to be bound by these terms and conditions.

  11. By entering the prize draw, all Qualifying Entrants consent to their real name, being published on the Specsavers website or any Specsavers social media account for any purposes including PR purposes, and being made available in accordance with clause 23.

  12. Automated/bulk entries and entries from third parties are not permitted.

  The Prize

  13. There will be 1 winner selected each month from the Qualifying Entrants who win the following prize: • £1,000

  14. No other alternative prizes are available, and unless otherwise agreed in writing by Specsavers, the prize is available only to the one winner each month of the year.

  15. Specsavers reserves the right to alter or substitute any element of the prize, whether available or not, with a prize of a similar value if circumstances beyond Specsavers’ control make it necessary to do so.

  The Prize Draw

  16. Each Qualifying Entrant who has entered a valid Entry into the prize draw over the duration of the Entry Period will be entered once into the prize draw. The winner will be selected from the Qualifying Entrants at random using an automated computer program.

  17. The draw will take place during the 1st week of each month.

  18. Specsavers’ decision is final and no further correspondence will be entered into.

  Claiming a prize

  19. The winner will be contacted by Specsavers via letter within 10 days of the draw taking place. The winner will then be contacted by the Specsavers business they visited who shall arrange payment of the prize money once bank details have been provided.

  20. The winners will be expected to claim their prize within 14 days of receipt of their letter.

  21. If a winner cannot be contacted and/or refuses or fails to agree to these relevant terms, then Specsavers reserves the right to reallocate the prize. The prize is non-transferable and Specsavers will not be responsible for any inability of a winner to take up the specified prize.

  22. The winner will be expected to provide relevant bank account details to which the prize money can be transferred.

  23. The winners’ names can be obtained upon request in writing from Specsavers Optical Group Limited, La Villiaze, St Andrews, Guernsey, GY6 8YP.

  General

  24. This prize draw is in no way sponsored, endorsed or administered by or associated with Maze and by entering this prize draw you hereby release Maze from any liability in respect of this prize draw.

  25. Specsavers reserves the right to hold void, cancel, suspend or change the details of the prize draw and/or review and revise these terms and conditions without notice and by continuing to take part in the prize draw subsequent to any revision of these terms and conditions, entrants shall be deemed to have agreed to any such new or amended terms.

  26. The decision of Specsavers on any aspect of the prize draw is final and no correspondence will be entered into.

  27. Save where it has been negligent, Specsavers will not be responsible for any damage, loss or injury resulting from the Entries into the prize draw or the Qualifying Entrants’ acceptance and/or use of a prize, or for technical, hardware or software failures, lost, faulty or unavailable network connections or difficulties of any kind that may limit or prohibit any Qualifying Entrant’s ability to participate in the prize draw. Nothing in these terms and conditions shall in any way limit Specsavers’ liability for death or personal injury caused by its negligence or for any other matter where liability may not be limited as a matter of law.

  28. This prize draw and all issues arising out of it shall be governed in accordance with English law and be subject to the exclusive jurisdiction of the English Courts.

  Data Protection

  29. Personal data obtained in the process of the competition will be collected, stored and processed for the purposes of administering the prize draw. It will be held by Specsavers and its subsidiaries and holding companies and any subsidiaries of its holding companies (the “Specsavers Group”) either manually or electronically. The information will be restricted to authorised users only and treated in the strictest confidence. Personal data may be held by Specsavers, the Specsavers Group, for a period of up to 18 months after the closing date of the competition.

  30. For full details on how your personal data is used please visit https://www.specsavers.co.uk/legal/privacy-statement