FAQ's

We aim to answer most of our frequently asked questions here, however, if you have any other questions or concerns, please contact us at your local branch or contact our Norwich store on 01603 626750.

  • How often should I have an eye test?

    Below 40 years of age we recommend you have an eye test at least once every two years. Over 40 you should have an eye test every year. If you have a history of eye disease in your family you should have one at least every year, or on the recommendation of your Optician. Children should be tested every year.

  • What is involved in our eye examination?

    Each eye test is unique to the client, however in general, as well as asking a few lifestyle-related questions to establish daily strain on eyes or eye care routine, we will also test for the following:

    • Vision quality, unaided and aided (with any spectacles or contacts you may use)
    • Eye muscle performance and health
    • Depth perception
    • Visual field
    • Colour vision (if required)
    • Internal eye health
    • Front of eye health – eye fluid pressure

    We use state of the art technology; including OCT scanning and we also offer a Dry Eye Examination.

  • Do I need to know my prescription when visiting Dipple & Conway?

    If you are already a customer, we will be able to check your records. If you’re new to Dipple & Conway you’ll need to have an eye examination (unless you have a valid, in-date prescription from a qualified practitioner).

  • Can I reschedule or cancel my eye test?

    Yes – please contact your local branch to do so.

  • What is an OCT scan?

    An OCT scan is a highly advanced eye examination similar to an ultrasound but using light rather than sound. We can view the different layers in the back of the eye. This examination helps us to determine not only your general eye health but also if you have any other conditions, such as diabetes or glaucoma. To find out more on this advanced exam, visit our eye examination page.

  • What is Dry Eye Syndrome?

    Dry Eye Syndrome can happen due to your eyes not producing enough tears, or that your tears are of poor quality. This can be due to several reasons, however, it can be easily managed. Read more about Dry Eye Syndrome.

  • Where is my nearest branch?

    We have 3 stores all situated within Norfolk. If you would like to contact your local branch check below to find your nearest practice.

     

    Norwich branch

    Castle Street

    NR2 1BP

    Contact – 01603 626750

     

    Swaffham Branch

    63 Market Place

    PE37 7AQ

    Contact – 01760 724777

     

    Diss branch

    12 Market Place

    IP22 4AB

    Contact – 01379 642598

  • Can I wear contact lenses?

    Contact lenses can be a convenient choice for many people. Recent advances in lens design mean that contact lenses are comfortable, offer better vision and are more affordable than ever before. We offer a range of lenses to suit most of our clients. Contact us to arrange a contact lens appointment 

  • What are the benefits of contact lenses?

    Contact lenses are great for people who want freedom from wearing glasses and are looking for a more natural look. They are suitable for people of all ages who live an active lifestyle and can be a great choice for those undertaking sports, dancing, driving and many other activities. You’re also able to wear any choice of non-prescription sunglasses with contact lenses.

  • When can children start to wear contact lenses?

    Children can wear contact lenses from a young age, and they can provide them with more freedom to participate in activities at school and everyday lifestyle. If you think contact lenses might be a good fit for your child, come into store where one of our contact lens advisors will be able to assist further.

  • Do I need a prescription to wear contact lenses?

    Yes. Contact lenses come in many designs and only an optometrist or eye specialist is qualified to know and recommend which lens and prescription is right for you.

  • Can I use my spectacle prescription to buy contact lenses?

    No. A contact lens prescription is different from a spectacle prescription.

  • What type of lenses do you have available?

    We have a wide variety of lenses available, take a look at our contact lens page for more information or give us a call at one of our stores.

  • Can I get my contact lenses delivered to my home address?

    Yes. We can set up automatic shipping directly to your home address or have them delivered to a practice and collected from there.

  • How should I look after my contact lenses?

    Following your appointment, our fully trained staff will inform you of the best way to look after your contact lenses. You can book an appointment using the form below.

  • How do I purchase a gift card?

    Gift cards can be purchased from any of our Dipple & Conway stores.

  • Where can gift cards be redeemed?

    Our Dipple & Conway gift cards can be redeemed at any of our stores. Visit your local Dipple and Conway opticians or call your local practice for more information.

  • What if I lose my gift card?

    We cannot replace gift cards if lost, stolen or damaged as are subject to the terms and conditions on the card.

  • Can I obtain a refund on my gift card?

    Gift cards are non-refundable, once purchased they cannot be returned or exchanged.

  • What brands do you stock?

    We are proud stockists of some of the best brands out there, including plenty of classic designers. If you would like to see which glasses brands we stock pop into one of our stores or see our designer glasses brands online.

  • Can you repair my glasses?

    Yes, we are happy to offer a repair service for our customers, please visit us in-store with the spectacles where we will be happy to have a look.

  • Do you offer different types of lenses?

    Yes, we offer single vision lenses, varifocal lenses, bifocal lenses and transitions lenses.

  • Do you have prescription sunglasses?

    Yes, in most cases we will be able to fit prescription lenses in the glasses of your choice (although in small number of styles this may not be possible). Take a look at the sunglasses we offer.

  • What time are your branches open until?

    Please find below our opening time for all our stores:

     

    Norwich –

    Monday, Tuesday, Wednesday, Friday: 9 am – 5:30 pm

    Thursday: 9am – 7pm

    Saturday: 9am – 5pm

    Sunday: 10:30 – 4pm

     

    Swaffham –

    Monday – Friday: 9am – 5pm

    Saturday: 9am – 4pm

     

    Diss –

    Monday – Friday: 9am – 5pm

    Saturday: 9am – 5pm

  • What is your refund policy?

    We offer a full refund on damaged or faulty goods.

    Only payment for spectacles or contact lenses, which are faulty or not to the correct specifications will be refunded in full. Charges for professional fees are not refundable under any circumstances. Sunglasses, once purchased, may not be returned, unless faulty or do not conform to their description. Goods requiring a refund must be returned to original branch of purchase. Refunds will not be given without proof of purchase. This does not affect your statutory rights.

  • Who Should Join The Vision Care Plan?

    Anyone can join our Vision Care Plan, but it is especially beneficial for those who rely on their spectacles, wear contact lenses or have complex eye health issues.

  • If I am a member of the Vision Care Plan, what if my eye examination is subsidised by the NHS?

    You will still retain your full NHS entitlement as a member of Vision Care Plan. In addition, any NHS vouchers can be used towards the cost of spectacles.

  • If I am a member of the Vision Care Plan, do I have to purchase new spectacles every year?

    There is no obligation to purchase new eyewear at anytime. However, most people will find new spectacles even more affordable and want to take advantage of the 25% discount.

  • If I am a member of the Vision Care Plan, do I have to spend a minimum amount on my spectacles?

    There is no obligation whatsoever and you will be entitled to our full range of complete spectacles – from designer ranges to budget options.

"Best opticians I've been to. Undertook far more extensive checks than my previous 2 opticians and followed up with phone calls. They genuinely do all they can to help you and have a lot of equipment which they happily use to ensure everything is thoroughly checked."

Chris Hardy
Optician Awards Finalist Investor in People The College of Optometrists British Contact Lens Association Association of Dispensing Opticians Best Family Business 2020 Best Customer Service 2020

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