Our handy FAQ page is filled with information about all things IOLLA. If you’re unable to find the answer to your question, please reach out to our Customer Support team!
Our Customer Support team are happy to assist you. We are available Monday to Saturday, 10am until 5pm. We aim to respond to email queries within 24 hours, however if you reach out on a Saturday after 5pm, this will be slightly longer.
See below for the best way to contact us relevant to your query type:
I’d like an update on my order
You can view our expected delivery times here. Please wait for your full quoted lead time to pass before reaching out about your order. We are available on WhatsApp to assist with quick solution queries. Click here to WhatsApp us, and be sure to leave your email address and order number. We should get back to you within an hour Monday - Saturday: 10am-5pm, or the following Monday if you reach out on Sundays.
I’d like to place a Refresh Order (Reglaze my glasses)
The easiest way to place your Refresh order is in-store. To order in-store, just pop in to see us in any showroom with your glasses and new prescription if you have one.
If you can't make it to one of our stores, you can order via our Customer Support Contact Form, or over the phone on 0330 124 6525, Monday to Saturday, 10am-5pm.
I’m struggling with my vision
If it's possible for you to visit one of our showrooms, this is the best way forward. We can provide in-person support and check your eyewear. We're available 7 days a week. You can book a Product Support slot on our website here.
If not, please use our Contact Form or email us on help@iolla.com with your order number and a description of your symptoms. We are also available by phone on 0330 124 6525, Monday to Saturday, 10am-5pm.
I’d like my glasses adjusted/repaired
There’s no need to book a slot at any of our showrooms for adjustments and repairs. Please be advised that there may be a short wait during busier times on a first come first served basis. To avoid having to wait too long, our quietest times are midweek mornings.
If you can't access a showroom, please use our Contact Form or email us on help@iolla.com with some detail of the issue, and we'll do our best to support remotely.
I have a question about ordering online
We are available on WhatsApp to assist with quick solution queries. Click here to WhatsApp us.
We should get back to you within an hour Monday - Saturday: 10am-5pm, or the following Monday if you reach out on Sundays.
I’d like to upgrade my order to Express Delivery
Customers with prescriptions between +4.00 / -6.00, ordering single vision glasses and sunglasses with a CYL of less than +2.00 / -2.00 can upgrade their order to Express Delivery for an additional £15. If you’d like to upgrade your order, you can order via our Customer Support Contact Form, email us on help@iolla.com with your order number, or over the phone on 0330 124 6525 - Monday to Saturday, 10am-5pm.
I need help with something else
The best way to reach us regarding general enquiries or problems with your glasses is our Contact Form. Over 50% of responses are delivered within 5 hours, this will be longer if you reach out on a Sunday.
If you'd like to speak to us on the phone, you can give us a call on 0330 124 6525 Monday to Saturday between 10am to 5pm. If no one is available straight away, you can also leave a voicemail and we'll call you back.