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FAQs

We’ve listed some helpful answers to some of our top questions. If you need any assistance with your order or have a question we haven’t answered, our Customer Service Team will be more than happy to help.

Ordering

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 lenses, you can purchase them one box at a time. To do this, just select the “One Eye” option on the product page. This will remove the second prescription field, allowing you to add the single box to your basket. If you do require a different brand for each eye, just repeat the process.

What payment options does Lenstore.co.uk offer?

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

How can I amend or cancel my recent order?

If you need to amend or cancel an order that has already been placed, you will need to contact our Customer Services Team. Due to our fast dispatch times, the quickest way to do this is via phone. You can contact us on 0800 010 6865, or alternatively, you can send us an email at customerservices@lenstore.co.uk. If your order is dispatched before we receive notice that you need to make 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.

Dispatch and Delivery

Please check out our Delivery & Postage page for information on dispatch times and delivery methods.

Registration / Your Account

How do I register?

A customer account can only be created while placing an order. You will be able to register as a customer after you have put items in your basket and continued through the checkout process.

I forgot my password?

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

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

To change any of your account details, you’ll need to be signed in. Once you’ve done this, just head to ‘My Account’. From there, you’ll see a list of options under ‘Your Details’. Just click on the appropriate 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 us. 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.

What is ‘Your Online Optical Clinic’, and how do I access it?

Your Online Optical Clinic is your own, bespoke area where you can receive premium optical advice from our Clinical Team. Services include:

  • A platform that allows you to get in touch directly with our Clinical Team for optical advice
  • Records of the optical advice you received previously
  • Ability to book appointments with our Opticians and Optical Consultants. You can select the format that best suits your needs.

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.

Refunds and Exchanges

I want to return my order, or I received the wrong item. What should I do?

We accept returns for your full order or individual items. To receive a refund or an exchange, items will need to be returned unopened, unused, and in their original condition.

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). Please post your order to our address below:

FREEPOST LENSTORE, Unit A, Gresham Way, London, SW19 8ED

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.

In the event that you have received an incorrect item, please contact us. 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 freepost address as above.

How long will it take to process my refund and when will I receive it?

We aim to process all refunds within 5 working days of receiving a returned order. All refunds are issued to 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.

Free Eye Care

How do I claim my complimentary eye care and is it actually free?

In order to claim a complimentary appointment, you must have first purchased prescription contact lenses from us. Your appointment can be carried out at over 600 Vision Express Stores throughout the UK and it’s completely free (T&Cs apply).

Once you’re logged in to your account, just click the Free Eye Test option. You will be taken through the Request an Appointment process, in which you can select the most convenient store, date and time.

Once your request has been submitted, a member of the Vision Express team will call you to confirm the date and time. It is only at this point that your appointment is booked.

If you need any help with submitting a request or would like a member of our Customer Service Team to do this on your behalf, please feel free to contact us.

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 to the particular needs and requirements of each individual. As everyone’s eyes are unique, it is always essential that your contact lenses fit comfortably. Your Optician will prescribe you the lens that they believe best suits your needs and requirements. Every individual is likely to also have different vision correction requirements, such as the need for toric lenses to correct astigmatism or multifocal lenses for presbyopia.

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

Before changing your contact lens type, we recommend consulting with your Optician. They will be able to ensure that the new type of lens is suitable for you in terms of the prescription, fit and material.

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

When you visit your Optician, we always recommend the following two things:

  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, however, sometimes you may need to specifically ask your Optician for it. If you’ve left and forgot, you can just ask your Optician to post or email it to you.

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

As part of our customer satisfaction guarantee, we aim to replace all faulty contact lenses that are reported to us. If you find that one or more of your lenses are faulty, do not hesitate to contact us. 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 analysis. 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 your contact lens box, near the barcode. 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 CooperVision products.

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 removes 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.
Aspheric Premium contact lenses for patients with a borderline 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. Ophthalmologists 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.

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.

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 email or post. Some Opticians are happy to read your prescription to you over the phone, but just ensure you are provided with all the details you need.

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 distance vision (D), and which eye caters for near vision (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.

Does Lenstore.co.uk need to see a copy of my prescription?

Lenstore.co.uk is not required to verify prescriptions for contact lenses on every order. When placing an order, you will be asked to read and accept our Terms and Conditions. This states that you are ordering based on a valid and in-date contact lens prescription given to you by a qualified Optometrist or Dispensing Optician (Section 4. Your Status, Responsibilities and Website Registration).

In some instances, Lenstore.co.uk may need to verify your contact lens prescription with your Optician. If this is the case, we will make you aware as soon as possible. Due to personal data, some Opticians will require your consent on their records before we can obtain the required information.

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 the eye being perfectly spherical like a football, your cornea will not be perfectly round, and more rugby ball-shaped. 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. You can read more about astigmatism on our blog.

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)?

Depending on your requirements, your Optician will prescribe you with monthly or daily contact lenses. 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 the best 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..

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..

More Information

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

We source all our contact lenses directly from four major manufacturers: ACUVUE, Alcon, Bausch & Lomb, and CooperVision. We also buy our solutions and accessories directly from these manufacturers, as well as from AMO, a worldwide specialist in pharmaceutical accessories..

We are here to help

Call us on 0800 010 6865
Mon - Sat, 8am - 8pm
or email customerservices@lenstore.co.uk

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