Do I need to send my prescription to Lenstore.co.uk after I place an order?
Lenstore.co.uk does not require customers to send a copy of their prescription after placing an order.
What shipping options are available?
There are five shipping options at Lenstore.co.uk:
|Delivery Option||Price||Typical Delivery time after dispatch||Notes|
|First Class — Royal Mail||£2.99 *||1–2 working days|
|Special Delivery — Royal Mail||£7.99 *||Guaranteed next working day by 1pm|
|International Airsure — Royal Mail||£9.99 *||4–5 working days||Only available with non-UK delivery addresses|
|Sameday & Express||From £5.99||Sameday||Only available to a limited area of Greater London|
|Click & Collect||£1.00 *||Collection available Same day||Only available to a limited area of Greater London|
* Flat Fee
NB. Postal working days are Monday–Friday (although some deliveries may be made on Saturdays).
What is “Your Online Optical Clinic” and how do I access it?
Your Online Optical Clinic is an exclusive area of Lenstore.co.uk, where customers can receive premium optical services from our Clinical Team including:
As Your Online Optical Clinic, and the services available through it, is a premium service, it may only be accessed by Lenstore.co.uk customers who have previously purchased prescription contact lenses from us.
My order has been dispatched but has not arrived, where is it?
We apologise if Royal Mail or our courier have failed to deliver your order within the quoted time, however very occasionally they may be delayed due to unforeseen circumstances. Please see below for what action to take:
|First Class||If your order was dispatched via First Class Royal Mail, please allow up to 5 working days for your order to arrive. If your order has not arrived on the 5th working day after dispatch and no missed delivery note has been left please contact our customer services team via email at firstname.lastname@example.org or phone 0800 010 6865 as they will be able to assist you further.|
|Special Delivery*||If your order was dispatched via Royal Mail Special Delivery your items should arrive before 1pm the next working day. If, however, your order has not arrived by 1pm the day after dispatch and no delivery note has been left please contact our customer services team via email at email@example.com or phone 0800 010 6865 as they will be able to assist you further.|
|AirSure International*||If your order was dispatched via Royal Mail AirSure International, please allow up to 15 working days for your items to arrive. If your items have not arrived on the 15th working day please contact our customer services team via email at firstname.lastname@example.org or phone 0800 010 6865 as they will be able to assist you further.|
|Sameday/Express||If your order was dispatched via the Sameday/Express courier service your items should arrive before 6:00pm that day. If, however, your order has not arrived by 6:00pm of the day advised and you have not received any communication informing you of a delay, please contact our customer services team via email at email@example.com or phone 0800 010 6865 as they will be able to assist you further.|
|Click & Collect||If you are unable to collect your order before 6pm or wish to have your order sent via Royal Mail First Class please contact our customer services team before 5:30pm via email at firstname.lastname@example.org or phone 0800 010 6865 as they will be able to assist you further.|
N.B. Please check that the delivery address you provided is correct.
*You are able to track and trace your order using the unique tracking link provided within the dispatch confirmation email.
How long does it take to dispatch orders?
Dispatch times will vary depending on the individual items ordered and orders are only dispatched when all items are ready. However, 98% of standard contact lenses are kept in stock and are typically dispatched the same working day, if ordered before 5pm.
Orders for non-standard contact lenses (toric, astigmatism, multi-focal or tailor-made contact lenses) will be dispatched when the specialist item is received from the manufacturer; see the following table for expected dispatch times for non-standard contact lenses:
|Product||Typical Dispatch Time||Product||Typical Dispatch Time|
|Ordered before 12pm||Ordered before 2pm|
|Biofinity Multifocal||2 working days||1-Day ACUVUE for Astigmatism||1 working day|
|Biofinity Toric||2 working days||1-Day ACUVUE MOIST for Astigmatism||1 working day|
|Biomedics 1-Day Toric||2 working days||ACUVUE ADVANCE for Astigmatism||1 working day|
|Biomedics Toric||2 working days||ACUVUE BIFOCAL||1 working day|
|Expression Accents||2 working days||ACUVUE OASYS for Astigmatism||1 working day|
|Expression Colors||2 working days||Air Optix Aqua Multifocal||1 working day|
|Frequency Xcel Toric||2 working days||Air Optix for Astigmatism||1 working day|
|Frequency Xcel Toric XR||10 working days||Focus Dailies Toric||1 working day|
|Proclear EP||2 working days||Freshlook Colorblends||1 working day|
|Proclear Multifocal||2 working days||Freshlook Colors||1 working day|
|Proclear Multifocal Toric||10 working days||Freshlook Dimensions||1 working day|
|Proclear Multifocal XR||10 working days||Freshlook One Day||1 working day|
|Proclear Tailor made Toric||10 working days||ACUVUE OASYS for Presbyopia||1 working day|
|Proclear Toric (Base Curve 8.8)||2 working days||Precision UV||1 working day|
|Proclear Toric (Base Curve 8.4)||22-30 working days|
|Proclear Toric XR||10 working days||Product||Typical Dispatch Time|
|PureVision Multifocal||2 working days||Ordered before 11.30am|
|PureVision Toric||2 working days||All Halloween Lenses||2 working days|
|Soflens Toric||2 working days|
|Soflens Daily Disposable Toric||2 working days|
|Soflens Multifocal||2 working days|
|Soflens Natural Colors||2 working days|
What countries does Lenstore.co.uk ship to?
|Lenstore.co.uk ships to the following countries:|
|Hong Kong||United Kingdom|
Can I collect my lenses from Lenstore.co.uk?
The Collection service is offered to customers whose delivery address is within a limited area of Greater London. If you were not presented the Collection option and would like to use this service please contact our customer services team via email email@example.com or phone on 0800 010 6865, as they will be able to assist you further.
I’m not sure what values to put into the prescription fields
When entering your prescription into the online product page, the first value is the Power (SPH) which will either be a ‘+’ or ‘−’ number (e.g. −1.75 or +2.25). In some cases the Power (SPH) may be 0.00, which can also be written on a prescription as the word ‘Plano’. The second value is the Base Curve (BC), which is typically between 8.3 and 9.0. The third value is the Diameter (D) and is typically between 13.8 and 14.5.
If you have astigmatism or require multifocal contact lenses you will be required to fill in some extra fields. For an astigmatism lens these will be the Cylinder (CYL), typically ranging from −0.25 up to −2.75 and the Axis which will range between 5 and 180. For multi-focal contact lenses you will be asked for the Additional or Extra Power, which will typically range between +1.00 to +2.50. Please note these values may be written in word form on some prescriptions (e.g. LOW, MED or HIGH).
If you see a drop-down list with only one greyed-out value it means that this value is fixed for that contact lens.
I have the same power in both eyes or require a different brand of lens for each eye, how do I order a single box?
If you only require one prescription for your chosen lens, you can select to purchase the contact lenses in single boxes. On the product page, if you navigate just above where you are asked to enter your prescription, you will see the option of how to purchase your contact lenses. In the drop-down menu you can select ‘Single Box’ this will remove the second prescription field to allow you to purchase the contact lenses in one prescription only.
What payment options are available?
We accept payment through all of the major UK credit and debit cards: Visa, MasterCard, Visa Debit, Visa Electron and Solo. We also accept payment through PayPal.
These payment options were chosen due to the excellent protection and ease of use they provide to you, the customer, whilst paying for orders over the internet.
I wish to amend/cancel my recent order, how can I do this?
If you need to make changes to, or cancel, an order that has already been paid for, you will need to contact our customer services team via email at firstname.lastname@example.org or on 0800 010 6865 who should be able to make the amendment for you. Please note, in situations when your order is likely to be dispatched soon, we would recommend telephoning our customer services team directly as email requests can take longer to process. If your order has been processed by our warehouse before we receive notice that a change or cancellation is needed, we may be unable to process the request.
I want to return an item
We are happy to accept returns for individual items and full orders. The returned items need to be undamaged, unopened and in their original packaging for the refund to be processed. We have a Freepost address to save you any cost of returning items to us:
9 Lyon Road
Please obtain a Proof of Postage Certificate from your Post Office when returning goods, as we are not responsible for any packages lost in transit.
All returns must be received before 21 days have passed since the order was received as stated in our terms and conditions.
I think my contact lenses may be faulty
If you find one or more of your contact lenses are faulty, please do not hesitate to contact our customer services team via email at email@example.com or 0800 010 6865 who will be able to assist you further. In most cases this is due to a manufacturing fault and we may require the LOT number of the contact lenses affected to process a fault complaint with the manufacturer. As part of our customer satisfaction guarantee we aim to replace all faulty contact lenses that are reported to Lenstore.co.uk. Please keep hold of any faulty contact lenses (in a contact lens case with some solution) for five working days after alerting us to the fault as the manufacturer may ask for the faulty lens to be sent back for inspection.
N.B. The LOT number is typically located on the back of the contact lens box, near the barcode. For Ciba Vision products the code is 7 digits long (e.g. 1234567) and for ACUVUE products the code is made up of a combination of 10 numbers and letter (e.g. 123DH45KI6). LOT numbers are not required for Bausch & Lomb or Cooper Vision products.
How long will my refund take to process?
We aim to process all refunds within 10 working days, once received by our returns department.
Where does my refund get credited to?
All refunds, either through PayPal or your credit/debit card will be processed to the bank account or credit/debit card used to pay for the original transaction and will typically appear on your statement within 3–5 working days.
I received the wrong item
We always strive to provide a very reliable service; however in the event you receive an incorrect item we will send out the correct one straight away (subject to dispatch times). We would be grateful if you could also send back the incorrect item via our Freepost address:
9 Lyon Road
I forgot my password
Click the Forgot your Password? link which is in the top right hand corner of any page on our website. Enter your email address on the page that appears and we will send you a send you a temporary password. If you are still experiencing difficulties you can give our customer services a call on 0800 010 6865.
I wish to change my billing address / email address / account password
To change any of your account details you will need to log into your account online and select the My Account link where the options of ‘Customer Details’ or ‘Change Password’ will appear, please select the corresponding link depending on what information you wish to change.
Are my card details stored by Lenstore.co.uk?
Customers have the option to store their card details securely with Lenstore.co.uk, for effortless reordering in the future. However, should you not want to store your card details, you may uncheck the relevant box on the Payment Methods page, so that your card details are not stored and are only used for the current order.
Why are there so many different brands and types of contact lenses?
There are many different types and brands of contact lenses available to cater for the particular needs and requirements of each patient. As everyone has uniquely shaped eyes it is essential to have a wide choice of contact lenses to ensure that the fit of the lens is comfortable. The lens your Optician has prescribed you will be the one they believe best fits your needs and requirements. Another factor which requires the need for such a large range of contact lenses are situations where you may have an astigmatism or require a multifocal lens. We at Lenstore.co.uk believe that having more choice is better and is the reason we are always looking to expand the range of contact lenses and contact lens solutions we stock.
How long can I wear my contact lenses for?
At Lenstore.co.uk we supply daily, two-weekly, monthly and yearly contact lenses. This information will typically be supplied on your prescription or on the box of the contact lenses you have been prescribed. Most contact lenses are either disposed daily or require you to clean and store them in solution overnight; however we do offer a range of extended wear contact lenses. With these contact lenses you are able to continually wear them overnight for as long as your Optician recommends, without the need to clean them. Please note, not all patients are able to wear contact lenses for extended periods.
What solution can I use to clean and store my contact lenses?
When having your contact lens test your Optician will recommend a suitable solution for the contact lenses you are prescribed, which they believe will cater to any requirement you may need. We would recommend consulting your optician before trying a new solution as each brand will contain different ingredients and typically cater for specific needs, e.g. removal of protein build-up or dry eyes.
I am thinking of trying a different lens to see if I like / prefer it
We would advise you consult your optician if wish to try a new brand of contact lenses as they will be able to suggest whether or not the lens will be suitable for your prescription and possibly offer you a trial.
Do I need to do anything when I am at my Opticians?
We recommend you do two things when you are at your Opticians practice:
Patients should be automatically given a copy of their prescription after an eye examination (in the same way that your Doctor will give you a copy of your prescription and keep another copy for himself). Over time, this will become the norm in the UK. For the moment, you typically need to ask your Optician for it. Don’t worry if you forget to ask for your prescription, it’s a 1 minute phone-call to request that you be e mailed, faxed or posted a copy of your prescription.
My Optician won’t give me my prescription. Is that right?
Actually, if your Optician is playing by the rules, you should already have a copy of your prescription if you have been fitted for a contact lens. Article 26 (2) of the UK Opticians Act 1989 effectively says that that all Opticians have a legal obligation to provide the patient with a signed written prescription once the fitting has been completed. This means that your Optician should have placed a copy of your prescription in your hand before you walked out of their practice regardless of whether you asked for it or not. The exact wording of the clause in the Opticians Act 1989 which you can quote to your Optician is:
“It shall also be his [your Optician’s] duty to give the person whose sight he has tested, immediately following the test, either a signed, written prescription for an optical appliance or a signed, written statement that he does not need to wear or use an optical appliance”. Article 26 (2), Opticians Act 1989
Unfortunately, it’s become customary for patients to have to ask for their prescription before they receive it. All you have to do is call your Optician and request that a copy of your prescription be sent to you either via e mail, fax or post. Some Opticians are happy to read your prescription to you over the phone. If you’re having your prescription read to you over the phone please have in front of you our section “What should be included in a contact lens prescription?”. The only time that an Optician can validly refuse to give you a prescription is before the end of the contact lens fitting phase (i.e. whilst you are trying out a new contact lens).
Where can I find my prescription?
Your prescription details can be found on your box of contact lenses or on the individual blister packs. If you do not have either of these you can call your Optician who will supply you with the correct details.
What should be included in a contact lens prescription?
Your prescription will be made up of 3–7 values, depending on your requirements. Most contact lens prescriptions contain 3 values; the Power (SPH), Base Curve (BC) and Diameter (D). However, some prescriptions will contain up to 4 additional values to cater for an Astigmatism and/or Multi-Focal needs. These extra values are the Cylinder (CYL), Axis, Extra Power (ADD) and Dominance. The table below outlines what each of the values mean:
|Power||The Power is the strength of near or far sight correction you require. This value will be positive (Long sighted) , negative (Short sighted) or 0.00 (No power, may be written as ‘Plano’).|
|Base Curve||This value represents the curvature of the back of the lens. Typical values for a contact lens are from 8.3 to 9.0 mm|
|Diameter||The Diameter corresponds to the width or size of the lens. Typical values for a contact lens are from 13.8 to 14.5 mm|
|Cylinder||The Cylinder value represents how much of an Astigmatism you have. The larger the number the greater the astigmatism.|
|Axis||The Axis represents the angle along which the lens needs to correct the astigmatism.|
|Extra Power||The Extra Power represents the added magnification required for close-up vision.|
|Dominance||The Dominance tells you which eye caters for the farsightedness (D) and which eye caters for the nearsightedness (N).|
How often do I need to go for a contact lens check-up?
You are advised to have a contact lens check-up every 12–24 months.
What does ‘Toric’ or ‘for Astigmatism’ mean?
‘Toric’ and ‘for astigmatism’ contact lenses cater for those who have an astigmatism, which means the cornea is not perfectly spherical. Instead the cornea is shaped similar to the back of a spoon, being elongated on one side. This causes blurred vision as the eye cannot focus light onto the retina sharply enough. The toric lens caters for this and adjusts the focus of the light accordingly.
Why have I been prescribed a particular brand of contact lenses?
Your prescription will contain the brand of contact lenses your Optician believes best matches your prescription and will typically be the lens that best suits the shape your eyes and any other requirements you may have. As everyone has different shaped eyes you will find some more comfortable to wear than others and your Optician will select a lens that best fits your prescription.
I wear monthly contact lenses and want to try daily contact lenses (and vice versa)
Your Optician will consider whether to prescribe you monthly or daily contact lenses depending on your requirements. It is not always possible to swap from monthly to daily contact lenses and vice versa, as some patients' eyes may not be suitable for the other type of lens. If you feel you would benefit from swapping the type of contact lenses you wear we would recommend consulting your optician who will be able to assist you with further advice.
My vision is not as sharp as before, should I change the power?
If you feel your prescription may have changed before you are due your check-up, we would recommend consulting your Optician who will be able to assist with further advice. Please note, it is important to regularly have a check-up as if your eye sight has changed, you may strain your eyes if you do not update your prescription.
Why are contact lenses at Lenstore.co.uk so cheap?
Given our low costs and ability to bulk buy, we are confident you can find large savings versus the high street on our website. We have saved customers up to £240 per year versus what they were previously paying their Opticians*. You should save a lot of money by buying your contact lenses from Lenstore.co.uk.
*Precise savings may differ depending on the prices you currently pay for your contact lenses and the contact lenses that you wear.
What are your opening times?
Our customer services department operates from 9am to 6pm, Monday to Saturday.
Lenstore.co.uk is the fastest growing supplier of contact lenses in the UK. We supply the very same contact lenses that your Optician has prescribed to you. We supply them cheaper than your Optician and we deliver them right to your door. We’ve also got Lenstore.co.uk Opticians in house that provide us with advice on the contact lenses we sell.
What are Lenstore.co.uk’s terms and conditions?
Lenstore.co.uk’s terms and conditions can be found here: Terms & Conditions.
How can I contact Lenstore.co.uk?
Who supplies Lenstore.co.uk with contact lenses and accessories?
We source all our contact lenses directly from the four major manufacturers; ACUVUE, Bausch & Lomb, CibaVision and CooperVision. Our solutions and accessories are also sourced directly from these manufacturers, plus AMO and ALCON who are worldwide specialists in pharmaceutical accessories (Please note: links to the manufacturers websites will open in a new page).
Why should I order from Lenstore.co.uk rather than another internet supplier of contact lenses?
Different businesses set out in the same market to do different things. Some want to shake things up as much as possible and get famous. Some want to be the cheapest and that’s it. The truth is that we want to be the company that is most honest with its customers and is endorsed by all Opticians. We think that’s the most sensible and sustainable long term business strategy for Lenstore.co.uk. We’re the first online player in the UK to make striving to win the recommendations of both customers and Opticians a stated goal of our business.
To answer the question of why you should order from Lenstore.co.uk instead of one of our competitors we’d like to refer you to our section below, “How do I decide which online contact lens supplier to use?”. That section was written objectively for people looking to buy contact lenses online and not to promote Lenstore.co.uk specifically. If you think that Lenstore.co.uk fulfils the criteria outlined in that section then you should order from us. If you don’t then we’re disappointed but respect your decision. Let us know why you didn’t choose to buy with us (by emailing improve@Lenstore.co.uk) and we’ll work hard to win your custom in the future.
How do I decide which online contact lens supplier to use?
If you’re new to buying contact lenses online in the UK then it’s definitely worth reading this section of our website. It should leave you equipped to make the best decision possible on your choice of contact lens supplier. Even if you go off and buy your lenses elsewhere, we’d like to think that by reading this section we allowed you to make a more informed choice of supplier.
Buying contact lenses online is not quite the same as buying a “standard” product such as a book online. Here are Lenstore.co.uk’s recommendations of what to look out for when selecting an internet supplier of contact lenses:
On any e-commerce website Lenstore.co.uk recommends that you ask yourself the following questions before handing over any money:
If you find an internet supplier of contact lenses that fulfils all of the criteria listed above then you should feel comfortable that you are purchasing your contact lenses from a responsible company.
I feel awkward about phoning up my Optician and asking for my prescription
We understand that it can be a little awkward to tell someone that you are no longer going to be using a service that they provide. However, asking for a copy of your prescription is one of your statutory legal rights as a patient. Most Opticians are more than happy to provide their patients with their contact lens prescription. There are many different reasons why you might need a copy of your prescription (e.g. a change of address, request from a health insurer). There’s no real reason to feel awkward about asking for your prescription details and most Opticians won’t hesitate in providing you with your prescription.
Glossary of Contact Lens Terms
|Aspheric||Premium contact lenses for patients with a borderline astigmatism or for those who are just beginning to develop presbyopia|
|Astigmatism||Patients with an astigmatism have an uneven curvature of the cornea in which refractive light rays are bent out of focus, resulting in distorted vision. Those people with astigmatism are usually born with the disorder and it does not worsen with age.|
|Axis||Represents the axis along which the lens needs to correct the astigmatism|
|Base Curve||Value representing the curvature of the back of the contact lens|
|Bifocal||Contact lenses with two or more viewing zones|
|Cleaning Solution||A liquid solution that aids in the removal of debris from contact lenses|
|Coloured Lens||A contact lens with a tint or colour added, to enhance or change the eye colour|
|ColorBlends||Brand name of CibaVision colored lenses, FreshLook ColorBlends|
|Cornea||The transparent, dome-shaped window covering the front of the eye. It is a powerful refracting surface, providing 2/3 of the eye’s focusing power.|
|Contact Lens||Thin plastic material designed to fit over the cornea for the correction of short or long sightedness|
|Cylinder||Measurement of how much correction is needed for patients with astigmatism|
|Daily Wear Contact Lens||Contact lenses that are worn for one day|
|Deposits||Accumulations of substances (usually protein) onto the contact lens|
|Diameter||The width of the eye or contact lens, measured in millimetres|
|Disinfecting Solution||Used to neutralise any bacteria from your lenses|
|Protein Cleaner Tablets or Solution||Removes any unwanted protein from your contact lenses|
|Eye Care Provider (ECP)||See Optometrist, Ophthalmologist, or Optician|
|Hyperopia||A condition in which a person can see clearly at a distance but not up close (Farsightedness)|
|Monovision||Technique to limit the effects of presbyopia by correcting one eye for hyperopia and the other for myopia|
|Multifocal||A contact lens with more than two viewing zones|
|Myopia||A condition in which a person can see clearly up close but not at a distance (Nearsightedness)|
|Ophthalmologist||Medical doctor who specializes in eyes. Can perform exams, treat disease and perform surgery.|
|Optician||Not a medical doctor, but licensed to fit and dispense eyeglasses and contact lenses following written prescription from ophthalmologist or optometrist|
|Optometrist (OD)||Performs exams, diagnoses and treats disease. In some areas they prescribe, fit and dispense eyeglasses and contact lenses.|
|Oxygen Permeability||The amount of oxygen that can diffuse through contact lens material|
|Plano||Non-prescription or 0.00 (zero) power, typically used for cosmetic wearers|
|Presbyopia||A condition in which the eyes lens loses the ability to focus correctly, causing difficulty in seeing up close|
|Rewetting Solution||Used as a lubricant to increase comfort|
|Rinsing Solution||Liquid solution that removes debris from contact lenses in preparation for use|
|Solution||There are many different types of solutions, made for different types of contact lenses and individual requirements|
|Sphere||A measurement of how much correction is needed, it is a number between -20 and +20|
|Tint||Depending on the type of contact lens, there are different kinds of tint such as a handling or visibility tint, light filtering tint, enhancement tint or colour tint|
|Toric||Contact lens designed to correct the effects of an astigmatism|
|Visibility Tint||Lightly tinted lenses for easier insertion and removal|
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