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FAQs

If you need any assistance with your order or help with placing an order, our Customer Service Team will be more than happy to help. By purchasing prescription contact lenses at Lenstore.co.uk, you are entitled to a comprehensive range of optical services, such as complimentary eye tests and contact lens checks with Vision Express, and access to the Lenstore.co.uk Clinical Team for professional, clinical advice.

Top Questions

Do I need to send my prescription to Lenstore.co.uk after I place an order?

If you purchase ACUVUE contact lenses, we need to verify your prescription details before dispatching your order. We will typically do this by calling your Optician; alternatively, you can send a scanned or photographed copy of your prescription to mydetails@lenstore.co.uk. In most instances we are not required to verify other brands of contact lenses; however, we will still be happy to contact your Optician if you want us to confirm your details.

What shipping options does Lenstore.co.uk offer?

Shipping Method Price Estimated Delivery Time Availability
First Class
Royal Mail
£2.99* 1-2 working days All UK addresses
Special Delivery
Royal Mail
£7.99* Guaranteed next working day by 1pm All UK addresses
International Airsure
Royal Mail
From £4.90 4-5 working days Non-UK delivery addresses only
Sameday / Express From £5.99 Sameday Selected areas within Greater London
Click & Collect £1.00* You will be emailed when your order is ready Selected areas within Greater London

*Flat Fee

N.B.: 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 your own, bespoke area of Lenstore.co.uk, where you can receive premium optical advice from our Clinical Team. Available services include:

  • A platform that allows you to get in touch directly with our Clinical Team, to ask your optical advice questions
  • Records of the optical advice you received from the Clinical Team in the past
  • Ability to book appointments with our Opticians and Optical Consultants. You can select the format that best suits your needs, from video conferences to in-person discussions.

As a premium service, Your Online Optical Clinic is only available to Lenstore.co.uk customers who have previously purchased prescription contact lenses from us.

Delivery and Shipping

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 estimated time. Please see below for further details on what to do if you experience any delays:

First Class If you selected dispatch via First Class Royal Mail, please allow up to 5 working days for your order to arrive. If you haven’t received it on the 5th working day after dispatch, and no missed delivery notes have been left in your letter box, please contact our Customer Services Team for further assistance.
Special Delivery* If you selected dispatch via Royal Mail Special Delivery, your order should arrive before 1pm on the next working day. If you haven’t received it by this time, and no missed delivery notes have been left in your letter box, please contact our Customer Services Team for further assistance.
AirSure International* If you selected dispatch via Royal Mail AirSure International, please allow up to 15 working days for your order to arrive. If you haven’t received it on the 15th working day after dispatch, please contact our Customer Services Team for further assistance.
Sameday/Express If you selected dispatch via the Sameday / Express courier service, your order should arrive before 6pm on the same day. If you haven’t received it by 6pm and have not been notified of any delays, please contact our Customer Services Team for further assistance.
Click & Collect If you are unable to collect your order before 6pm, or would like us to dispatch it via Royal Mail First Class, please contact our Customer Services Team before 5:30pm to arrange an alternative collection date or shipping method.

N.B.: Please check that the delivery address you provided is correct.

*If you selected a tracked delivery method, you can trace your order using the unique tracking link provided within the dispatch confirmation email.

You can contact our Customer Services Team via email at customerservices@lenstore.co.uk, or by phone on 0800 010 6865.

How long will it take to dispatch my order?

You will be able to check the estimated dispatch date for your contact lenses on the product page, after entering your prescription details. We stock 98% of standard contact lenses in our warehouse, and typically dispatch them on the same working day, if ordered before 5pm.

What countries does Lenstore.co.uk ship to?

Lenstore.co.uk ships to the following countries:

Andorra Estonia Ireland New Zealand
Austria Faroe Islands Lichtenstein Poland
Australia Finland Lithuania Portugal
Belgium France Luxembourg Spain
Brazil Germany Malaysia Sweden
Canada Hong Kong Malta Switzerland
Croatia Hungary Monaco United Kingdom
Denmark Iceland Netherlands USA

Ordering

Where can I find the prescription details required on the product page?

You can find your prescription details on your contact lens box, as well as on the copy of the contact lens prescription you received from your Optician. If you need any help with selecting your prescription details on the product page, please contact our Customer Services Team via email at customerservices@lenstore.co.uk, or by phone on 0800 010 6865. You can also find more information about contact lens prescriptions in the Prescription Questions section of these FAQs.

I have the same power in both eyes / I require a different brand of lens for each eye. How can I order a single box of contact lenses?

If you only require one prescription for your chosen lens, you can purchase your contact lenses in single boxes. To do this, simply select the “One Eye” option on the product page. This will remove the second prescription field in the prescription details list, allowing you to order your contact lenses in one prescription only.

What payment options does Lenstore.co.uk offer?

We accept all the major credit and debit cards: Visa, MasterCard, Visa Debit, Visa Electron and Solo. We also accept payment through PayPal, however this option is not available with our Auto Re-Order service.

We chose these payment options because of their convenience of use, and the very high level of security they guarantee to you, the customer, when paying for your online orders.

How can I amend or cancel my recent order?

If you need to amend or cancel an order that you have already paid for, you will need to contact our Customer Services Team via email at customerservices@lenstore.co.uk or by phone on 0800 010 6865. If your order is due to be dispatched soon, we recommend calling our Customer Services Team directly, as email requests may take longer to process. If your order is dispatched before we receive notice that you need a change or cancellation, we may be unable to process your request.

What is the Auto Re-Order service and what benefits will I receive?

For information on our Auto Re-Order service and its benefits please click here.

Refunds and Exchanges

I want to return my order. How can I do it, and will I receive any refunds?

We accept returns for both individual items and full orders. We are happy to refund or exchange returned items that are unopened, unused, and sent back to us in their original condition.

To return any individual product or full order, please send your items to our designated office address:

FREEPOST LENSTORE
9 Lyon Road
London
SW19 2RL

Returns are completely free of charge, and must be received within 21 days of receipt of your order (see our Terms and Conditions for further details).

We recommend that you always request a Proof of Postage Certificate from your Post Office, as we are not responsible for any returned packages lost in transit.

I think my contact lenses may be faulty. What should I do?

As part of our customer satisfaction guarantee, we aim to replace all the faulty contact lenses that are reported to us. If you find that one or more of your contact lenses are faulty, do not hesitate to contact our Customer Services Team via email at customerservices@lenstore.co.uk or by phone on 0800 010 6865. Please keep hold of any faulty contact lenses (stored in a contact lens case, with some solution) for five working days after alerting us to the fault, as the manufacturer may ask for them to be sent back for inspection. In order to process a fault complaint with the manufacturer, we may also ask that you provide us with the LOT number of the faulty contact lens box.

N.B. The LOT number is typically located on the back of you contact lens box, near the barcode. CIBA Vision / Alcon products have a 7 digit code (e.g. 1234567), while the LOT number of ACUVUE products is a combination of 10 characters, including both numbers and letters (e.g. 123DH45KI6). LOT numbers are not required for Bausch & Lomb or Cooper Vision products.

How long will it take to process my refund?

We aim to process all refunds within 5 working days of receiving the returned orders.

Where and when will my refund get credited?

We process all refunds with the same payment method used for the original transaction. The full amount of your refund will typically appear on your statement within 1 - 2 working days after processing.

I received the wrong item. What should I do?

At Lenstore.co.uk our priorities are providing you with a reliable service, and supplying you with the correct products at all times. If you receive an incorrect item, please contact our Customer Services Team via email at customerservices@lenstore.co.uk or by phone on 0800 010 6865. We will send you the correct item straight away (subject to stock availability and dispatch times), and would be grateful if you could return the incorrect item to our designated office address:

FREEPOST LENSTORE
9 Lyon Road
London
SW19 2RL

Your Account

I forgot my password

If you forgot the password to your account on Lenstore.co.uk, click here to set a new one.

If you are still experiencing difficulties, contact our Customer Services Team on 0800 010 6865

How can I change my billing address, email address, or account password?

To change any of your account details, log in to your Lenstore.co.uk account and select the My Account link. From there, choose the “Customer Details” or “Change Password” option, depending on the information you wish to update.

Does Lenstore.co.uk store my card details?

To make reordering easier in the future, we offer you the option to store your payment card details securely with Lenstore.co.uk. If you prefer not to store your card details, and only use them on your current order, simply uncheck the relevant box on the Payment Methods page.

Complimentary Eye Care

How do I claim my complimentary appointments?

In order to claim your complimentary appointments, you must have first purchased prescription contact lenses from Lenstore.co.uk.

By selecting the Book Now button in the header of the Lenstore.co.uk website or via the My Account section, you will be prompted to log into your account. Once logged in, you will be taken through the request an appointment process, in which you can select the most convenient store, date and time to have your appointment.

Please Note: Once you have requested your appointment a member of the Vision Express Team will call you to confirm the date and time. It is at this point your appointment is booked.

If you need any help with requesting your appointment or would like a member of the Lenstore.co.uk Customer Service Team to request an appointment on your behalf, you can contact us on 0800 010 6865 or via email at customerservices@lenstore.co.uk. T&C's apply.

Where can I receive my complimentary appointments?

Your complimentary appointments can be carried out in one over 360 Vision Express store throughout the UK.

Is this service completely free?

Yes. Once you have purchased prescription contact lenses from Lenstore.co.uk, there is no additional costs for your appointments.

Contact Lens Questions

Why are there so many different brands and types of contact lenses?

The many different types and brands of contact lenses available on the market are designed to cater for the particular needs and requirements of each individual. As everyone has uniquely shaped eyes, it is essential to ensure that your contact lenses fit comfortably at all times. Your Optician will prescribe you the lens that they believe best suits your needs and requirements. Different individuals also have different vision correction requirements: the need to cater for astigmatism, or multifocal lens wear, is another reason why such a large range of contact lenses exists. At Lenstore.co.uk, we believe that having more choice is better; this is why we are always looking to expand the range of contact lenses and contact lens solutions that we stock.

How long can I wear my contact lenses for?

At Lenstore.co.uk we supply daily, two-weekly, monthly and three-monthly contact lenses. The wearing schedule of your contact lenses is typically specified on your prescription, or on the box containing the contact lenses you have been prescribed. Most contact lenses need to be either disposed of daily, or cleaned and stored in solution overnight; however we also offer a range of extended wear contact lenses. These can be worn continuously, and even slept in, under the supervision of your Optician. Please note that wearing contact lenses for extended periods is not suitable for everyone; we recommend that you follow the exact wear schedule specified by your Optician.

What solution can I use to clean and store my contact lenses?

During your contact lens test your Optician will recommend a solution that suits the contact lenses you are prescribed. We recommend consulting your Optician before trying any new solution, as each brand contains different ingredients, and typically caters for specific needs (e.g. removal of protein build-up, or relief to dry eyes).

Can I try a different type of lens to see if it suits me better?

We would advise that you consult your Optician before changing lens type, as they will be able to ensure that the new type of lens is suitable for you in terms of prescription, fitting and material, and possibly provide you with trial lenses.

Is there anything I need to do when I visit my Optician?

We recommend that you do two things when you visit your Optician’s practice:

1. Ensure that you are fitted with a reputable brand of contact lenses that you trust

2. Request a copy of your contact lens prescription before leaving

You should be given a copy of your prescription after each eye examination (just as your Doctor would hand you a copy of your medical prescription, and keep another copy for their records). Over time, this will become the normal procedure; at present, however, you need to specifically ask your Optician for it. Should you forget about it, it only takes a 1 minute phone call to ask for a copy to be posted, faxed, or emailed to you.

Can my Optician refuse to give me my prescription?

An Optician can only refuse to give you a prescription before the end of the contact lens fitting phase (i.e. while you are trying out a new contact lens), or if the prescription is out of date.

Article 26 (2) of the UK Opticians Act 1989 states that all Opticians have a legal obligation to provide patients with a signed copy of their contact lens prescription once the fitting has been completed. This means that your Optician should hand you a copy of your prescription before you walk out of their practice, regardless of whether you ask 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, many people often have to ask for their prescription before they receive it. In case you don’t have your prescription, all you have to do is call your Optician and ask them to send you a copy via e mail, fax or post. Some Opticians are happy to read your prescription to you over the phone; in this case, make sure you refer to our “What should be included in a contact lens prescription?” section, to check that you are being provided with all the details you need.

Prescription Questions

Where can I find my prescription details?

You can find your prescription details on your contact lens box, or individual blister packs. If you don’t have either of these, contact your Optician to request the correct details.

What should a contact lens prescription include?

Your prescription will include 3 to 7 values, depending on your specific requirements. Most contact lens prescriptions contain the Power (SPH), Base Curve (BC) and Diameter (DIA). However, some prescriptions may contain up to 4 additional values, to cater for Astigmatism and/or Multi-Focal needs. These extra values are the Cylinder (CYL) and Axis, which correct Astigmatism, and the Extra Power (ADD) and Dominance for Multi-Focal lenses. The table below outlines what each value means:

Power The Power is the strength of near or far sight correction you require. It may 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 range from 8.3 to 9.0 mm.
Diameter The Diameter corresponds to the width or size of the lens. Typical values range from 13.8 to 14.5 mm.
Cylinder The Cylinder value indicates 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 your astigmatism.
Extra Power The Extra Power represents the added magnification you require for close-up vision.
Dominance The Dominance indicates which eye caters for farsightedness (D), and which eye caters for nearsightedness (N).

How often do I need to have a contact lens check-up?

Most people need a contact lens check-up every 12 months. However, this may vary depending on individual needs.

What does “Toric” or “for Astigmatism” mean?

Contact lenses that are “for astigmatism” or “toric” cater for those who have an astigmatism. This means that, instead of being perfectly spherical, the cornea is shaped similarly 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. Toric lenses provide vision correction by appropriately adjusting the focus of the light.

Why have I been prescribed a particular brand of contact lenses?

Your Optician will recommend the contact lens that they feel best matches your requirements. This lens type will typically be the most suitable lens for you in terms of prescription, fitting and material, but also in terms of your lifestyle and specific needs.

I wear monthly contact lenses; can I try wearing daily contact lenses? (or vice versa)

Your Optician will prescribe you monthly or daily contact lenses depending on your requirements. Your eyes may not be suitable for both types of lens, so you may find that it is not possible to swap from monthly to daily contact lenses (or vice versa). If you feel you would benefit from changing the type of contact lenses you wear, we recommend that you consult your Optician, as they will be able to assist you with further advice.

My vision is not as sharp as before. Does this mean I should change the power?

If you believe your prescription has changed before you are due for your check-up, we recommend that you seek your Optician’s advice. Having regular eye check-ups is very important: if your eyesight changes, and you don’t update your prescription, you may suffer eye strain and discomfort.

More Information

About Lenstore.co.uk

Lenstore.co.uk is the fastest growing online supplier of contact lenses. We supply the very same contact lenses that your Optician has prescribed to you, at more convenient and competitive prices, and we deliver them right to your door. We also have an in-house Optical Team, made of fully-qualified Opticians and Optical Consultants who provide our customers with expert product and optical advice.

Why are Lenstore.co.uk’s prices so competitive?

As we are able to bulk buy the products we stock, we are confident that Lenstore.co.uk can offer you large savings compared to high street retailers. By buying from Lenstore.co.uk, you have the opportunity to achieve significant savings on high quality contact lenses: our customers have been able to save up to £240 per year versus what they were previously paying their Opticians*.

*The exact amount of your savings may differ, depending on the price you currently pay for your contact lenses and the type of contact lenses that you wear.

Where can I find Lenstore.co.uk’s Privacy policy?

You can find Lenstore.co.uk’s privacy policy here: Privacy Policy.

Where can I find Lenstore.co.uk’s terms and conditions?

You can find Lenstore.co.uk’s terms and conditions here: Terms & Conditions.

Who supplies Lenstore.co.uk with contact lenses and accessories?

We source all our contact lenses directly from the five major manufacturers: ACUVUE, Bausch & Lomb, CIBA Vision / Alcon, CooperVision and Sauflon. We also buy our solutions and accessories directly from these manufacturers, as well as from AMO, a worldwide specialist 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 online contact lenses supplier?

Different businesses enter the same market to do different things. Some want to boost their image and dominate their niche; others simply want to establish themselves as the cheapest player in the market. We believe that being honest with our customers, and gaining the endorsement of the optical community, is the most sensible and sustainable long-term business strategy for Lenstore.co.uk. Making sure that our customers can receive all the support they need to take care of their eyes, and promoting the values of responsible eye care, are stated goals of our business.

How do I choose which online contact lens supplier to use?

Buying contact lenses online is not quite the same as buying a “standard” product (such as a book or a stationery item). If you’re new to buying contact lenses on the internet, this section of our website is definitely worth reading, as it contains our recommendations on what to look out for when selecting your online supplier:

  • Does the supplier provide you with advice on how to wear and take care of your contact lenses?
  • Does the supplier offer competitive prices?
  • Does the supplier source contact lenses and accessories from UK-based manufacturers?

We also recommend that you consider the following questions before making any payment to an e-commerce website:

  • Does the website look professional?
  • Can you find any customer testimonials?
  • Are the supplier’s contact details easy to find?
  • Does the supplier explain why they require all the personal details that they ask for during the ordering process?
  • Does the company have a 100% no questions asked returns policy?
  • Is the company upfront about delivery and postage costs?

If your online retailer fulfils all the criteria listed above, you can feel comfortable that you are purchasing your contact lenses from a responsible company.

Glossary of Contact Lens Terms

Aspheric Premium contact lenses for patients with a borderline astigmatism.
Astigmatism Vision defect due to an uneven curvature of the cornea. Astigmatism means that refractive light rays are bent out of focus, resulting in distorted vision.
Axis Value representing the axis along which the lens needs to correct astigmatism.
Base Curve Value representing the curvature of the back of the lens. Typical values range from 8.3 to 9.0 mm.
Bifocal Lens A contact lens with two distinct optical powers.
Cleaning Solution A liquid solution that allows the removal of debris from contact lenses.
Coloured Lens A contact lens with added tint or colour, designed to enhance or change the wearer’s eye colour.
ColorBlends Brand of CIBA Vision / Alcon coloured lenses, commonly known as FreshLook ColorBlends.
Cornea The transparent, dome-shaped window covering the front of the eye. The cornea is a powerful refracting surface, which provides 2/3 of the eye’s focusing power.
Cylinder Value representing the amount of vision correction required by patients with astigmatism.
Daily Wear Contact Lens Contact lenses that can be worn for one day, and need to be replaced afterwards.
Deposits Accumulation of substances (usually proteins) on a contact lens.
Diameter Value representing the width or size of the contact lens. Typical values range from 13.8 to 14.5 mm.
Disinfecting Solution Solution used to remove bacteria from your contact lenses.
Protein Cleaner Tablets or Solution Product that removes any unwanted protein deposits from contact lenses.
Eye Care Provider (ECP) See Optometrist, Ophthalmologist, or Optician.
Farsightedness Vision defect that affects the ability of seeing up close, while still being capable of seeing clearly at a distance (also known as Hyperopia).
Hyperopia See Farsightedness.
Monovision The optical status of having one eye focus at far distances, and the other eye focused at near distances.
Multifocal Lens A contact lens with segments that provide two or more powers.
Myopia Vision defect that affects the ability of seeing at a distance, while still being capable of seeing clearly up close (also known as Nearsightedness).
Nearsightedness See Myopia.
Ophthalmologist A medical doctor who specialises in eyes. Opthalmologists can carry out eye examinations, treat diseases, and perform surgery.
Optician A professional with a license to fit and dispense eyeglasses and contact lenses, following a written prescription from an ophthalmologist or optometrist.
Optometrist (OD) A professional who performs exams, and can diagnose and treat eye diseases. They may also 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 contact lenses.
Power The Power is the strength of near or far sight correction you require. It may be positive (Long sighted), negative (Short sighted), or 0.00 (No power, may be written as “Plano”).
Presbyopia Vision defect that affects the ability to focus correctly, causing difficulties in seeing up close.
Rewetting Solution Lubricant solution, used to increase comfort during contact lens wear.
Rinsing Solution Liquid solution, used to remove debris from contact lenses before use.
Rx Prescription.
Sphere See Power.
Tint A contact lens’s colour or hue. Different kinds of tint are available - e.g. handling or visibility tint, light filtering tint, enhancement tint, colour tint.
Toric Lens Contact lens designed to correct the effects of astigmatism.
Visibility Tint Lightly tinted lenses, designed for easier insertion and removal. Although they don’t change the wearer’s eye colour, and are invisible once inserted in the eye, they have a subtle blue hue that makes them immediately visible when floating in solution.

EXCLUSIVE OFFER: Eye Tests at No Extra Charge when you Buy Contact Lenses from Lenstore

 

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Call us on 0800 010 6865
9am-6pm, Monday to Saturday
or email customerservices@lenstore.co.uk

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