Coronavirus (COVID-19) is having an unprecedented and profound impact on all of our lives. The team at Tortoise+Black felt it was important to address some of the understandable concerns you may have relating to this situation, our business, and your custom.
Tortoise+Black remains fully operational online. We are able to fulfil any orders placed, and deliver our usual high standard of customer advice and assistance. Our team of opticians and eyewear experts remain ready to answer your queries by phone or email. Reach out to us using the usual channels found on our contact page.
We have optimised our work practices to ensure we continue to operate in a clean and safe environment, taking measures to minimise the amount of contact between staff, allowing work from home where possible, and enforced strict hygiene standards in every department to minimise the risk of contamination.
We have taken several measures to minimise the potential spread of contaminants in our office building. Remaining on-site staff in our dispatch, returns and prescription lab departments are wearing latex gloves when handling stock. Workstations and common contact surfaces including door handles and office equipment are being cleaned on a regular basis. Where possible internal doors are being kept open to minimise hand contact with surfaces.
While we continue to sell a complete selection of product including sunglasses and optical frames we strongly encourage customers to follow government guidelines on social distancing and behave in such a way as to minimise risk to yourself and others.
We appreciate the COVID-19 situation is dynamic, fast-moving, and evolving on a daily basis. If there is any change to our operational circumstances as a result of future developments we will let our customers know in a timely manner. However, Tortoise+Black’s commitment remains to fulfilling orders efficiently and safely, ensuring you can enjoy the same pleasant shopping experience you’re familiar with.
Free Home Trial Service
We continue to offer our popular Home Trial service for prescription eyewear, and consider this an excellent alternative to visiting bricks and mortar retailers. We are now offering the Home Trial as a free service, making it more convenient than ever to try our complete collection of frames before you buy in the comfort of your home.
Learn more about this service on our Home Trial page.
Frequently Asked Questions
Are you still open for business?
Our office remains open for essential work and we are fully operational online. We continue to receive and fulfil orders for our entire range of products, and our Home Trial service is still available for customers looking to buy prescription eyewear.
Are there any risks associated with getting my product delivered?
Public Health England (PHE) has advised that people receiving parcels are not at risk of contracting COVID-19. Read Royal Mail’s Coronavirus update here.
What measures are you taking to minimise the risk of contamination?
We have taken several measures in order to minimise the potential spread of contaminants in our office building. Our number of on-site staff has been scaled back in accordance with government advice. Remaining on-site staff in our dispatch, returns and prescription lab departments are wearing latex gloves when handling stock. Workstations and common contact surfaces including door handles and office equipment are being cleaned on a regular basis. Where possible internal doors are being kept open to minimise hand contact with surfaces.
Is there any impact on delivery times?
We continue to offer a complete range of shipping options both domestic and worldwide, with no effect on our usual lead times.
Can I still return my product for a refund?
Our standard returns policy remains in effect. For more information on the returns process consult our Delivery & Returns page.
My prescription is out of date but I can’t get a new eye test. Can I order a prescription product?
If you are unable to visit your optician because of social distancing measures or self-isolation, the General Optical Council (GOC) has temporarily relaxed the rules around up-to-date prescriptions. If you have lost or damaged your glasses you can still place an order with your old prescription, pending approval by our dispensing optician. Get in touch regarding your order using the details on our Contact Us page.
Is it safe to receive product manufactured in a country affected by the COVID-19 outbreak?
Public Health England have advised that there is no risk contracting Covid-19 from parcels as the virus doesn’t survive for long on objects. You can see more advice here.