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Customer Service
Our Promise To You

We will always deliver an outstanding experience and ensure you are always delighted with:

  • How special we make you feel

  • How comfortable your glasses are

  • How well you can see with them

  • How you look in your new glasses

  • How well they suit your lifestyle

100% guarantee

If you are not entirely delighted, please talk to us . . .

Here at Noakes, Habermehl & Kerr Opticians we are delighted to have been chosen as your Opticians, please be assured, we will do our very best for you.


If you have any feedback about our service or products, please contact our customer service team at:


General terms and conditions

In the interests of clarity we set out here our terms and conditions of trading. If you are in the least unsure of them please do not hesitate to ask a member of staff  for help.




We always strive to ensure that any goods we sell to you are of satisfactory quality and correspond with any description, which has been applied to them. However, if they are found to be faulty we will always strive to supply you with a free replacement first. If this is not possible then we will offer a refund, depending on the item in question. You statutory rights are not effected.



Off-the-shelf ready-made goods

If you are unhappy with them for any other reason than above, for example; you have simply changed your mind, then you must make that known to us within 30 days of buying them. If you do so, and provided the goods are returned in a re-saleable condition, undamaged, unused and with the original packaging, we will be happy to offer you a full refund. We will usually do that in the same way as the payment was made, for example, crediting the card you used. If you cannot produce a receipt or other proof of payment, then we will usually issue a credit note.  Alternatively, if the returned goods are re-saleable and you ask for an exchange, then we will usually be happy to change them for other goods and refund or charge for any difference.



Special orders

Our policy on refunds and exchanges, where the goods are not faulty, cannot be extended to goods that have been specially ordered or made for you because they are not re-saleable. This applies to



  • Prescription eyewear

  • Prescription sunglasses

  • Prescription safety eyewear

  • Prescription sports eyewear

  • Bespoke and customised made-to measure frames

  • Made-to-order contact lenses


If one of the above items is found to be faulty, we will honour all manufacturers guarantees and attempt, to the best of our ability, to rectify the fault for you as quickly as possible.



We have a special policy about varifocal lenses. Where a new wearer proves to be intolerant to varifocal lenses within 60 days of the collection date, we will exchange them for an alternative type or form of corrective lenses. Where the price of the alternative is less than the original varifocal lenses we will refund you the difference. If the alternative is higher in value we will ask you to pay the difference.


Cancelling your order

Where goods have been specially ordered for you, such as those listed above, we cannot generally accept any cancellations once an order has been processed. If you do wish to cancel, and we are not at fault, we will usually retain a minimum of 50% of the order value. Once you have been notified that an order is ready for collection, if it remains uncollected, then we will usually retain the full value.

This does not affect any statutory rights.

Internet, phone and email orders

If you have ordered goods online, by telephone or email, that is, ‘at a distance’, then you have a right to cancel, in writing, for any reason, generally within seven working days. We will refund what you have paid; including any delivery charge, but you will have to pay the cost of returning the goods to us if they are not faulty. Again, this right does not extend to the special orders listed above.


Payment methods accepted in practice


Cash  £GBP

Personal Cheque (with a cheque guarentee card)


Credit and Debit cards accepted










Third Party Billing

Where a third party company, organisation or person is providing funding for all or part of any service or product you expect to receive from us then you must bring the relevent and correct authorisation paperwork with you before any services or products can be supplied. 



Interest Free Monthly Payments

Minimum £300 spend after 10% deposit. Choose to spread the remaining balance over 6, 10 or 11 months interest free.

Example for illustration only:

New glasses £330. 10% deposit of £30 payable in-practice at time of placing order. Balance to finance £300 over 11 interest free monthly payments (first payment of £27.30 followed by 10 equal monthly payments of £27.27. Total payable £300. 0% APR Representative.


Subject to Status and online in-practice application with our approved finance provider: Novuna is a trading style of Mitsubishi HC Capital UK PLC Authorised and regulated by the Financial Conduct Authority. Financial Services Register no. 704348. Registered Office: Novuna House, Thorpe Road, Staines-upon-Thames, Surrey, TW18 3HP. Registered in Cardiff under company no. 1630491. 


Wheelchair access

When ever possible we will do our very best to accommodate visitors in a wheelchair. Unfortunately due to the nature of some of our premises it is not possible to provide a full service, details can be found below.



Wheelchair access to all areas, but no toilet facilities



Wheelchair access to all areas including standard toilet facilities.



Wheelchair access to all areas including wheelchair friendly toilet facilities.



Wheelchair access via portable ramp, but no toliet facilities.



Restricted wheelchair access including standard toilet facilities.

Carbis Bay

Wheelchair access possible with assistance 

Payment methods at NHK Opticians
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