Frequently (asked/answered) questions

We try to provide the best possible service we can. Please look here for answers to any basic questions.

If you cannot find the answers you are looking for please contact Blackheath Eyecare by email or call on 020 8305 1060.

General help…

Contact lenses…

Contact lens wearers need to have regular eye examinations to reduce the risk of complications from eye infections. While serious complications of contact lens wear are rare some conditions may not be noticed by wearers, so it is important that you are seen on a regular basis.

Please remember that you must have a valid (in-date) contact lens prescription to purchase contact lenses, whether in-store or online. It has to show the complete specification of your contact lenses, if in doubt please ask your optometrist before ordering.

Some answers may be found here for the curious. For further information please contact us.

Can I come in and buy any contact lens?
Contact lenses are medical devices and only available on prescription. Each contact lens and each person’s eyes are different, so the optometrist needs to perform a specialised fitting for you.
How long does it take to get used to new contact lenses if you have never worn them before?
The adjustment period can take from a few minutes to a few weeks depending on the sensitivity of your eyes and whether you have soft or rigid gas permeable (RGP) contact lenses.
Who fits the contact lenses?
Your contact lens consultation and all aftercare appointments are completed by our optometrist. Optometrists are more qualified than contact lens opticians who are more commonly employed by larger optical chains.
Will I see the same person each time?

Yes normally this will be the case as it ensures continuity of care. We will always aim to book you in to see your regular optometrist. (see about us to find out more about our optometrist).

What contact lens is the best for me?
Our optometrist will do a series of tests to establish which contact lens is best suited to you. A number of factors need to be taken into account including your eye health, your prescription, the eyes shape and your lifestyle.
What are disposable lenses?
This type of lens is designed to be thrown away frequently. They can be replaced daily, two weekly or every month.
Are disposable lenses better for me?
All wearers should change their lenses regularly for health and hygiene reasons. Disposable lenses are an excellent choice health-wise, because there is less opportunity for protein and bacteria to build up on them.
Can I wear contact lenses if I have astigmatism?
Yes – Astigmatism can be corrected by either using a soft toric contact lens or a gas permeable lens.
Can I wear contact lenses if I have sensitive eyes?
Yes – Over the years lens materials have improved so that most people can wear contact lenses. We have some people with very sensitive eyes that opt to wear them only part time for going out or for sports.
Can I still wear contact lenses if I have dry eyes?
If you have mild to moderate dryness you can still wear contact lenses. Our Optometrist will perform a series of tests to gauge just how dry your eyes are. Certain materials are more suitable for dry eyes, and we will trial you with different types to find the most suitable contact lens. Only very severe dry eyes are not suited to lenses.
Can contact lenses damage my eyes?
Serious eye infections can occur if the recommended care routine is not followed or if the lenses are over worn. If contact lenses are looked after properly they are very safe.
Can a contact lens get lost behind my eye?
No. At worst, you might have trouble finding it under the lid; if need be, you can have your optometrist help you get it out.
Can I sleep in contact lenses?
Yes with a new breed of contact lenses which are now available. These types of lenses allow a high level of oxygen through to the eye. Our optometrist can advise you if your eyes are suitable for this type of extended wear.
Can I swim in my contact lenses?
Yes and No – Generally it is advised to wear swimming goggles whilst wearing contact lenses when swimming. Daily disposable can be used as long as they are removed after swimming. Supplies of daily contact lenses can be purchased specifically for swimming.
Can you get varifocal contact lenses?
Yes you can. There are a number of other options such as having one eye for distance and the other for reading (monovision). A consultation with our optometrist and subsequent trial will determine the best type of correction for you.
Can children wear contact lenses?
Yes – As long as they are able to insert and remove them confidently and safely, and understand the health and hygiene aspects. The individual maturity and motivation of the child is also a key factor ensuring that guidelines are being followed. Many of our younger patients use contact lenses on a part-time basis while playing sports etc. However, they can be used on a full-time basis.
Why do I need regular checkups?

A lens fitting which is no longer suitable will probably not cause discomfort until significant damage has occurred to the cornea. This is one of the downfalls of soft lenses as they are extremely comfortable.

That’s why it is important to attend for regular check-ups to monitor your corneal health and to ensure the fitting remains correct and will not damage your eyes. We have invested in state-of-the-art equipment to check your corneal health.

Can I buy my contact lenses elsewhere? Are there better deals to be had over the Internet?

We will look to match contact lens prices over the internet for people on our Eyeplan Membership scheme; from any registered UK company (terms and conditions apply).

The monthly cost of us supplying your lenses covers both the lens cost and professional fee charges. Our Practice Plan offers great value for money. When you add up the benefits of being on our scheme it is far better than going elsewhere.

If you decide to separate your supply of contact lenses, it is still very important to have regular contact lens check-ups, expect to pay the unsubsidised rate of around £55 or more for each appointment.

Designer glasses and sunglasses…

Blackheath Eyecare Email Whitelist Instructions

To ensure that you recieve emails from Blackheath Eyecare correctly to your inbox please follow the instructions for your preferred email client.
iPhone Mail

iPhone Mail App

iPhone Mail identifies most junk mail (spam) sent to your @icloud.com address or aliases, but it can mistakenly move emails incorrectly to your Junk mail folder.

Periodically check the Junk folder for email messages that were marked as junk mistakenly.

To indicate that an email message from Blackheath Eyecare isn’t junk:

  • Open your Mail app and go to the Mailboxes screen
  • Scroll down to the folders area

Screenshot of iPhone mailboxes screen

  • Select the Junk folder.
  • Find the email from Blackheath Eyecare and slide it left to see options.

Screenshot of iPhone swipe left screen

  • Tap the More button.
  • Tap the Mark button.

Screenshot of iPhone move messages screen

  • Tap the Mark as Not Junk button.

Screenshot of iPhone mail not junk screen

The message is moved to your Inbox. Subsequent email messages from Blackheath Eyecare will no longer be marked as junk.

By default, messages in the Junk folder are deleted after 30 days so be sure to check it often to whitelist relevant emails.

GMail Tabs

Gmail Mobile App

If you are using the Gmail Mobile App on your mobile device, open the app now

Should you not readily see an email from Blackheath Eyecare, please check the Spam Folder:

Should an email from Blackheath Eyecare appear mistakenly sent to Gmail spam, please open the email and Tap the  icon.

  Move to
  Change labels
  Mark as not important
  • Select “Change labels…”
  • Check the box next to Inbox

Image of Gmail's new label menu

  • Tap OK to save your settings

Are you are using Gmail Tabs such as “Promotions” then open your Promotions tab in Gmail.

  • When you find the email from Blackheath Eyecare
  • Tap the  menu icon – top right.
  • Then select Move to.
  Move to
  Change labels


  • Then select Primary from the list.

Screenshot of the Gmail app move to menu

This should help Gmail to know, you always want to see Blackheath Eyecare emails in your Primary Inbox tab…


Outlook 2003, Outlook 2016 and Outlook Office 365

To ensure you continue to receive important emails in Outlook Office:

Please add Blackheath Eyecare to your list of “Safe senders” on Outlook:

  • Right-click our email in your Inbox email list pane.
  • On the menu displayed move your mouse over or tap Junk
  • Click or tap on Never block sender in the menu that rolls out.
  • The resulting popup will say:
  • “The sender of the selected message has been added to your Safe Senders List.”
  • Click OK

To add sender to address book:

  • Open the email
  • Right-click on the from address
  • Choose the Add to contacts option
Outlook App

Outlook Mobile App

Outlook’s mobile app now offers a “Focused Inbox” for your important email

To add Blackheath Eyecare to your list of Focused Inbox on the Outlook App open the mobile Outlook app on your Android, Microsoft or iPhone:Then open the email from Blackheath Eyecare:
  • Click the dropdown menu Screenshot of Outlook App dropdown button on the top right of your Inbox.
  • On the menu displayed tap Move to Focused Inbox
Screenshot of Outlook App dropdown menu
  • Select the Move this and all future messages button.
Screenshot of Outlook App move to screen
  • Tap Move
  • Now all future messages from Blackheath Eyecare will appear in your Focused Inbox
You can also remove unwanted emails from your Focused Inbox as well by repeating this process in your Focused tab.

Yahoo! Mail

If you do not see an email from Blackheath Eyecare in your Inbox…

Check your Spam Folder. If an email from Blackheath Eyecare is there?

  • Open the email.
  • Next, click the Not Spam button on the top toolbar.

To ensure delivery you may wish to create a filter to automatically send email from Blackheath Eyecare to your Inbox.

  • Move your mouse over or tap the Gear icon in the top right navigation bar.
  • Select Settings from the list that drops down.
  • Choose Filters located on the left side of the page.
  • Click the Add button on the Filters page.
  • Create a name such as Whitelist in the Filter name field.
  • In the From field leave the default contains selected.
  • Enter our email address hello@blackheatheyecare.co.uk in the text box next to Contains…
  • Choose the destination folder to which you would like the message delivered. For example: Inbox.
  • Click or tap Save…
  • You will see in the next screen -Deliver to Inbox if From contains Blackheath Eyecare
  • Click or tap Save on this screen.
  • You will be returned to your Yahoo! Inbox.


At times, Gmail mistakenly sends emails you want, to the Spam folder…

If you do not readily find an email from Blackheath Eyecare please check your Gmail Spam Folder:

To assure you continue to get emails you asked to receive, Create a Filter

  • If you find an email from Blackheath Eyecare in Gmail spam?
  • Open the email.
  • Click ‘Dots’ button on the top right, to reveal your choices.

Click Filter messages like this

  Filter messages like this

Click the button  Create filter  to open your settings.

Under the “Categorize as: Choose Category…”

  • Click the dropdown icon next to “Choose Category…”
  • Please select Primary in the next options menu.
  Choose Category…

Click the blue  Create filter   button, to save your settings

Now you will always see Blackheath Eyecare in your Primary Inbox tab!

Next, if the email remains open? Please mark the email as “Not spam”

  • If you see an email from Blackheath Eyecare: Open the email.
  • Click the button on the alert, labelled Report Not spam

  alert icon

Why is this message in spam? It is similar to messages that were identified as spam in the past.

Report not spam

From the next menu, please check these options

  Never send it to Spam
  Always mark it as important
  Also apply filter to matching conversations
  Categorize as: Choose Category…




(Previously “Hotmail”, “Live”, “Windows Live” and “MSN”…)

In the new Outlook.com you must click the Wait it’s safe link if you find emails incorrectly identified as spam.

Entering the email contact in the address book or contacts no longer whitelists the sender.

To ensure messages from specific email addresses are not sent to your Junk Email folder, you can do one of two things:

  • Check the Junk folder. If you see the Blackheath Eyecare email in your Inbox
  • Open the email from Blackheath Eyecare
  • Click the “Wait it’s safe” link

Mark Sender as “Wait it’s safe!

Blackheath Eyecare (hello@blackheatheyecare.co.uk)

To: you@outlook.com

Microsoft SmartScreen marked this message as junk and we’ll delete it after ten days.

Wait, it’s safe! | I’m not sure. Let me check

Manually Add to Safe List

  • Click gear the icon on the top right.
  • Select Options in the drop down list.
  • On the Options page under Preventing junk email click Safe and blocked senders
  • Click the link Safe senders on the next page.
  • Enter the email address hello@blackheatheyecare.co.uk in the text box.
  • Click Add to list
  • Blackheath Eyecare will now be added to your list of Safe senders
  • Emails added to your Safe senders will not be delivered by mistake to your Junk folder.

Mozilla Thunderbird

Please open your Thunderbird email client:

If an email from Blackheath Eyecare appears in your Junk Folder:

Please mark that message as Not Junk.

Next, please add Blackheath Eyecare to your Address Book:

  • Click the Address Book button.
  • Make sure the Personal Address Book is highlighted.
  • Click the New Contact button.
  • Under the Contact tab, copy and paste the “From” address, hello@blackheatheyecare.co.uk into the email text box.
  • Click OK.

Subsequent emails should now be received to your inbox.

AOL Webmail

AOL Webmail

To ensure important emails get delivered to your AOL Inbox- Please complete these two steps…

If you find Blackheath Eyecare in your spam folder:

  • Right-click the email.
  • Click “Not spam” in the resulting list.

Add hello@blackheatheyecare.co.uk to your Address Book:

  • Open the email from Blackheath Eyecare
  • Click the show details link next to Blackheath Eyecare in the From field.
  • Move your mouse over or tap hello@blackheatheyecare.co.uk to show the menu.
  • Click or tap Add contact in the menu displayed.
  • Add Blackheath Eyecare to the name fields
  • Click Add contact

Next: Please Enable Images

alert icon  Images blocked Show images | Don’t block this sender

  • By default AOL now blocks all images.
  • Open the email from Blackheath Eyecare.
  • Click Don’t block this sender.
  • Now you will see our complete emails with no effort on your part…

Email from that Domain will now be delivered straight to your Inbox.

Delivery enquiries…

UK Deliveries

Most orders for delivery within the UK will be shipped via DX Secure courier service or by Royal Mail recorded postal service and take 1 – 3 business days to arrive.

You will receive tracking details for the DX Secure or Royal Mail (dispatch dependent) and you will be able to keep tabs on your order.Should you experience any issues with receipt of your order please contact us so that we may investigate and update you.
International Deliveries

We are unable to ship online orders to addresses outside of the UK at this time.

If this should change we will update our service information and provide information to enquiries from potential international clients and patients.

Please, contact us should you have any further questions.

Undelivered Orders

Most orders are dispatched via trackable courier or postal service, if sent by any other method we will contact you to look out for your delivery.

Once shipped most UK orders should take around 1 – 3 business to get to you. International orders will take longer, from 2 business days upwards dependent on the delivery method and the receiving country’s customs processes. If in doubt please contact us before ordering to enquire.When your order is dispatched you should receive the tracking details and the method by which the order was shipped.Our usual shipping methods are… If you are having any issues recieveing your order please contact us and we will investigate and provide updates as to the situation.