Policies
Our policies
six plain answers to questions that usually only get asked after something has already gone wrong.
Changing or cancelling
Tell us the day before if you can. An examination is a forty-five minute room and somebody on the urgent list can usually use it. There is no fee for a late cancellation; there is a diary that runs better when people ring.
Arriving late
Up to about ten minutes we will usually still see you. Beyond that an examination cannot be done properly in what is left, and we will offer you another time rather than rush the half of the appointment that looks at the health of the eye.
Children
A child who will not co-operate on the day is a child we see again the following week, at no further charge. Nothing useful comes out of a frightened four-year-old and it is not a failure of the child.
Your records
Everything measured here is kept, because the comparison with last time is the finding. You may ask for a copy of anything in your record, including the images, and you do not have to say why.
Supplying lenses
We supply contact lenses against a current contact lens prescription and will not supply against an expired one without seeing the eye. That is not a sales rule; an eye can change under a lens without the wearer noticing.
Adjustments and repairs
Free, for as long as you own the glasses, whether or not they came from here, and without an appointment. The only thing we will not do is re-glaze a frame we believe will not survive it.
About your plan. We will check what your plan says before you come if you give us the details when you book. What the plan actually pays is between you and the plan, and nobody here will tell you that you are covered.
Ready when you are
Ring to book an eye examination, or come in and browse the frame room — no appointment needed to look.