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Coronavirus (COVID-19)

Customer Update - November 2020

These are unprecedented times and COVID-19 is impacting us all. Our current focus is to ensure we continue to meet our customers’ expectations and needs while doing our bit to keep our employees and customers safe.

Current Actions Taken

The team at SelectSpecs would like to reassure you that we are continuing to operate online as normal. However, while we're currently processing orders as normal it should be expected that longer than normal production and delivery timescales will likely occur.

We are taking the following steps to ensure business continuity and to ensure our workforce and customers are kept safe:

  • Where possible, our office staff are working from home. Customer calls and emails are being answered as normal - however, we do ask for your patience if it takes a little longer than advertised for us to get back to you.
  • Our laboratory and dispatch teams are working in shift patterns to keep the number of onsite employees to a minimum.
  • All remaining onsite staff have access to and are encouraged to use hand-sanitisers, masks and gloves. Internal doors are kept open where possible to reduce viral and bacterial transfer from door handles. Our offices and labs are cleaned at regular intervals to maintain a safe environment for our employees with products being cleaned with an anti-bacterial solution prior to dispatch.
  • Anyone who displays symptoms or lives with someone displaying symptoms, however mild are required to self-isolate in line with government guidance.

Production & Delivery

While we try to ensure that the majority of our orders are still completed and delivered within our normal production timescales, it should not be unexpected that delays will occur during this time. We have also been advised by some suppliers that there may be some internal delays as they also have to adapt to COVID-19 changes - we are working closely with all our suppliers and taking steps to ensure continuity of service.

Our delivery partners are also having to adapt to these ever-changing circumstances, at this time we are recommending to our customers to select a Tracked shipping method to avoid possible delays in the mailing system. We will get your order to you, but we ask for your patience if it arrives a little later than advertised.

International Delivery Delays
We have been advised by Royal Mail that there are currently delays with delivery to some international shipping destinations. Please see here for our up to date information.

Customer Returns

We understand that returning items may be a little more difficult in the current climate, and with this in mind, we have extended our returns policy from 14 to 30 days for the foreseeable future. Returns outside this period will be considered on a case by case basis.

Shopping & Eye Tests in our Westgate on Sea Store

Our Westgate on Sea store is currently open Monday to Saturday, 9am to 5pm, we will be continuing to operate in line with goverment guidelines and as such we will remain open during 'Lockdown #2' and any further lockdowns unless advised otherwise.

For the safety of our customers and our staff, we have made some changes to our instore shopping experience - here is what to expect:

  • The shop door will be kept locked Please knock, our staff will open the door and allow you in when it is safe to do so.

  • Maximum of 4 people. We’re only allowing a maximum of 4 people in the store. Please be patient, we expect delays.

  • Pre-booked appointments only. We’re only allowing customers in that have an appointment pre-booked for an eye exam or contact lens aftercare, dispenses for new gasses, and collection of glasses. Please call us on +44 (0)1843 264 715 to arrange an appointment. Please note, appointment times have been increased to allow us to clean and disinfect between appointments.

  • No Appointment? We may be able to accommodate customers without an appointment, however, we will need to assess this based on the number of people in the store at the time.

  • Face Masks are mandatory. Everyone will be required to wear a face mask or face covering while in-store. This is to protect both our customers and staff. You can purchase masks from us at £0.50 for one or £4.00 for 10.

  • Sanitise your hands. On entry please wear your mask and immediately sanitise your hands with the hand sanitiser provided.

  • Maintain social distancing (2-meters). Staff and customers should maintain social distancing (2-meters) where possible.

  • Disinfection and sanitisation of glasses.Any glasses touched by a customer should be placed into a quarantine basket for disinfection and sanitisation. Please do not place products back on to the shelf after touching. Please only touch products where necessary to avoid excessive quarantining and cleaning.

  • Protective screens have been placed around the store to protect staff and customers. Please remain behind them while in conversation with our staff. The dispenser will be wearing a mask and a face shield when taking measurements. The dispenser will wash and sanitise their hands before and after any contact with the customer.

Contacting Us

Should you wish to contact our customer services team for any reason, or would like to book an eye test appointment please email us or call us on +44 (0)1843 264 715 9 am - 5 pm, Monday to Friday). We can also be contacted via Facebook and Twitter if required.