Glasses repair and replacement

We believe in being upfront. Here’s a quick look at what’s not included in your cover:

• Glasses bought outside of Vision Express
• Changes in your prescription
• Damage that’s been caused on purpose
• Any repairs done by someone else

If something happens to your glasses, pop into any Vision Express store. We’ll take care of the rest.

Here’s what you need to do:

1. Visit your local store
2. Bring your glasses/ sunglasses (if you still have them) and proof of cover
3. We’ll check your eligibility and let you know what’s next
4. Pay your contribution - you’ll only pay a portion of the cost

We’ll always aim to match your original pair as closely as possible. If the replacement costs more than your cover amount, you’ll just pay the difference.

We do our best to keep things easy and fair. But if something’s not right, we want to know.

You’ll find everything you need to get in touch on our Customer Service Hub. Whether that’s by email, phone or post.

We take every complaint seriously and aim to resolve things quickly.

If you’re still not happy with the outcome of claim or how it’s been handled, you can escalate to:

• ERGO Direkt (Ireland)
• Financial Services and Pensions Ombudsman (Ireland)
• The Channel Islands Financial Ombudsman (Jersey)

Need to take things further? You’ll find everything you need on page 4, section 7 of the policy terms.

If you change your mind, you can cancel Grand Advantage cover within 100 days and get a full refund, as long as you haven’t made a claim.

You’ll need to add it at the time of purchase, either in store or at online checkout.

No. Grand Advantage is a one-off insurance you can add to any glasses purchase. The Eyecare Plan is a monthly payment plan that includes extra benefits like Free Advanced Eye Test and included cover for accidental damage and loss.

You can make multiple claims during your cover period, but the level of contribution and limits may apply. Speak to your local store for details.

Yes. If your lenses are scratched accidentally, we’ll help with repair or replacement, depending on your level of cover.