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Help

Welcome to our customers services section. Here you'll find answers to all the most common questions and a fair bit more. We hope you find it useful. If all else fails please feel free to contact customer support directly.


  • Getting Started Guide

    • New Visitor? Find Out About Us


      Welcome to Contactlenses.fr

      We are an online retailer specialising in contact lenses, solutions and accessories and have been online since 1996 (much older than Google!) and selling contact lenses direct to customers since 2002. In that time we have despatched over 1.5 million orders and we take pride in the fact that over 80% of orders are from existing, satisfied customers.

      We work hard at keeping our customers happy - it`s not just all about low prices (although that helps!).

      When we ask our customers what they like about using us, they tell us that our web site is easy to use and if they need to contact customer support they are impressed with our knowledge and efficiency. It certainly helps that we have optically trained staff who have the autonomy to deal with any problems that might arise in real time, so that issues are dealt with personally and quickly - this is reflected in the many testimonials that we get praising our customer support team.

      Customers like that they can order from as little as one box, to a years supply of contact lenses, with increasing discounts as they order more and that they are not tied in to standing orders. 

      Being online means that customers can also order what they want, when they want, 24 hours a day. Our huge stock (over three million contact lenses!) results in you getting your contact lenses fast - the order is generally posted within 24 hours, in a letterbox friendly package (where possible) delivered to an address of your choosing - not just home, as is often the case with online ordering.

      Customers often ask us if our contact lenses are identical to those bought from their opticians. We would like to reassure you that all contact lenses and products are from the same manufacturers and of the same high quality as those bought in your high street opticians. However, due to our vast purchasing power, we are able to pass on any savings to you, hence our super low pricing.

      Finally, we do not pass on your details to any third party, in fact we only use them to send you details of your order or our newsletter (should you choose to receive it). Our site is completely secure and THAWTE certified so you can relax in the knowledge that your details are secure.

      If you would like further information please contact our customer support team who will be happy to help or you can help yourself by searching our user friendly Help Pages.

    • Customer Testimonials


      We encourage customers to give us feedback, so that we can improve our service to you.

      These are a small selection of our recent customer testimonials:

      `Have used Contactlenses.fr for years now. Reliable, fast and accurate. I can DEPEND on my lenses, being on my doormat, the following morning. I can`t recommend them enough.`

      `Always a good service, recommend to anyone being ripped off by high street prices, best thing is the speedy delivery.`

      `Managed to place my order and process payment within 60 seconds thanks to speedy re-order system. Delivery ot items could not really be any faster. Very happy with the service`

      `I have remained loyal to this company for many years and will for many more. Their website is excellent and very easy to use, the customer service is also excellent and the products arrive so quickly. A truly top-class service!`

      Don`t take our word for it! You can read hundreds more here or on Google here


    • Setting Up Your Account


      Contactlenses.fr - Creating your account

      When you first order from Contactlenses.fr, you will need to create an account. Creating an account helps you track the progress of your order and makes reordering easy in the future. 

      Your account details are stored on our secure server to ensure complete security of your personal information.

    • New to Buying Lenses Online?


      Buying contact lenses online is simple and convenient and getting them delivered directly to your door quickly certainly beats queueing at your Opticians on your day off!

      Ordering your contact lenses online is safe and easy and we supply exactly the same lenses, from the same manufacturers, as you get from your Opticians - only cheaper. To date we have supplied over 1 million orders to our customers and have been open since 2002.

      Ordering is easy - you can order online (the easiest route!) or by telephone and all you need is your prescription details, which you can find on your existing contact lens boxes. Have a look at our short video here to show you where to find those all important `numbers`.

      We also offer a `no quibble` cancellation policy and free returns.1

      Further information on buying online can be found in the relevant sections in our Help Pages.

      1 UK Only

    • Can I Order One Box Only?


      Definitely!! Most online companies insist on a three month supply, if you want it or not! 

      We realise that people may only want to wear their lenses once a week, for sport for example, and so a box of daily lenses may last you a year.

      To meet this demand we sell you lenses by the box, for only one eye if that is what you require.

    • Can I have Samples?


      Unfortunately as an online supplier of contact lenses we are unable to provide samples.

      In order to try different lenses it is advisable to make an appointment with your Optician who wil be able to assess their suitability.

    • How Come Your Prices Are so Low?


      • WE BUY BIG! - so we can negotiate extra discounts from our suppliers and pass the savings on to you.
      • We have cut out the middlemen - your Optometrist or Eye Doctor, with their high charges, so you benefit with great prices.
      • We have distribution centers packed with lenses (over 3 million!),  saving further money.

        .... and remember, all our lenses are identical to the lenses that you get from your Optometrist or Eye Doctor - we buy them from the same manufacturers (Bausch & Lomb, Cibavision, Johnson & Johnson and Coopervision).

      Why Are Your Prices So Low? from contactlensescouk on Vimeo.

    • Getting Your Prescription


      Your prescription can be found on your existing contact lenses box. Grab them and have a look at our short video here, so that you understand where to look for your prescription. Once you have this and the name of your lenses, it is easy to find and order them online.

      Alternatively, ask your Optician or Eye Doctor for a copy of your `Contact Lens Prescription`. You will find on it all the details to enable you to order online. Make sure you get a contact lens prescription and not a spectacle prescription, as they are different!

      If you are new to contact lenses you will need to visit your Optician or Doctor to have a `contact lens fitting`. They will measure your eyes, chat to you about the different type of contact lenses available and what would best suit your requirements and then try some lenses in your eyes. Once they are satisified with how they fit and adjusts for the best vision, they can issue a contact lens prescription that you can then use to order online.

    • Do You Have My Lenses in Stock?


      Probably! We stock over 3 million contact lenses in our distribution centers and aim to despatch over 90% of orders on a same day basis.

      However, we go further than most sites online in giving you the information you need - when you place an order we will tell you exactly if your lenses are in stock or not.

      If they are, we will tell you if they are going to be despatched that day (most orders before 3:30 are).

      If they are out of stock, we will give you our best estimate online, at the time of order, of when we will despatch them to you AND in the unlikely event that a problem arises down the line with our quoted despatch date, we will keep you fully informed by email.

    • Why Choose Us? Top 10 Reasons!


      Top 10 Reasons to Choose Us

      1. Low cost & fast delivery direct to your door. Shipping is only €8.69
      2. You can check BEFORE you order if your lenses are in stock
      3. Safe and secure site
      4. Brilliant customer service, always happy to help
      5. Exact same lenses as prescribed by your eye doctor, just cheaper!
      6. Super quick delivery and reorder
      7. Reminder service - so you never forget your lenses!
      8. No quibble guarantee 
      9. Earn commission by referring friends
      10. Wealth of information - forum, news, reviews, eye care information


      Why Choose Us? Top 10 Reasons! from contactlensescouk on Vimeo.

  • Finding & Buying Products

    • Finding Lenses


      To Find Your Lenses:

      • Select your contact lenses from the `Contact Lens Type` or `Contact Lens Brand` links from the left hand side of this screen or,
      • On the top left of the site there is a `Pick a Product` drop down menu. Scroll down and select the lens you wear, click on it and continue with the order.

       

    • How to Order


      Ordering Online

      • After you find your lenses, enter your prescription information using the drop down boxes provided and select the quantity of lenses that you require and click `Add to Basket`.
      • Next you will either sign in or create a new account.
      • Select the type of postage you want. 
      • You will also see if your products are in stock or not and an estimated delivery time.
      • From here you `Proceed to Checkout` where you will get an order number and can pay for the order with all major credit cards, debit cards and Paypal.
      • Once payment is succesful, you will get a confirmation page and despatch date. You will also recieve an email with this information.
      • Relax and wait for delivery to your door! We will send you an email once your product has been sent.

    • Payment Options


      Once you`ve browsed our store and decided which items you want to buy, you can choose from a range of payment options designed to suit you.

      Credit Cards

      We accept all major credit cards and debit cards (Mastercard, Visa, Maestro, Solo, Visa Electron, American Express).

      Credit Cards

      We reveal only the last four digits of your credit card numbers when confirming an order. Of course, we transmit the entire credit card number to the appropriate credit card company during order processing. In addition, we are registered with `Verified by Visa` and `Mastercard Secure Code` for your safety.

      Verified by Visa

      To meet high level security standards, our site is regularly scanned and certified by SecurityMetrics.

      SecurityMetrics for PCI Compliance, QSA, IDS, Penetration Testing, Forensics, and Vulnerability Assessment

      Paypal

      In addition we are Paypal registered - please place your order in the normal way on the web site. At the stage where you go to the credit card payment page you are also given the option of paying using Paypal, which you will find towards the bottom of the payment page. This is a completely automated process and once you have paid us using Paypal, you need take no further action. We are automatically notified by Paypal of your payment and we will process your order as per normal.

      Paypal

       


    • What if My Credit Card Is Declined?


      During the process of placing an order, your credit or debit card was declined. Only your bank can tell you why your card has been declined. However, this is not uncommon with internet transactions, and is usually the result of a simple error in putting in your details, or security checks from the credit card companies causing a decline to show.

      In order to retry, go to Your Account and click `reorder`.

      Specifically check when you enter the credit card details:

      • You have chosen your correct credit card i.e Visa, Mastercard.
      • Your credit card number is entered correctly and fully.
      • You show the EXPIRY date (not the start date).

      In addition, if you are paying on behalf of someone else, or if your main residence has a different address to that where the credit card is registered, then a decline may show.

      In this situation, you can change the main address to that of the card holder address in `Your Account` and then try again (the delivery address can be different and will not be affected if the card is accepted).

      You can also pay using Paypal, which is an easy and secure method to pay online.

    • How to View Recent Orders


      Login to Your Account and you can view `recent orders` (orders within the last 15 days) and `open orders` (those older than 15 days that have not been despatched).

      You will be able to view the current status of the order (`processing`, `order on hold`, `order unpaid` etc) and the details of the order (`products ordered`, `date ordered`).

    • How Do I Re-Order?


      Click the`Reorder`link, which you will find at the top of every page. You will then be prompted to log in with your customer details (email address and password). On the right hand side of your account page, you will see the link `Reorder Your Last Order`. Click on this and review the details - if nothing has changed click `Proceed to Checkout`.

      If any of the order details have changed, you can alter them at the review stage before proceeding through to checkout i.e change your prescripion, remove/change items, or alter the quantity of your order.

      How To Re-Order your Contact Lenses

    • How to Choose Coloured Lenses


       

      Coloured contact lenses are now available in a wide range of colours to create an amazing range of colour changes - from changing your eye colour completely to enhancing the existing colour of your eyes. There are even novelty lenses to change your eyes into an alien or a wolf - great for Halloween or a fancy dress party!
      Coloured Lenses A Consumer Guide

      Many of these coloured contact lenses are available in `no power` form (without visual correction), for those people who have perfect eyesight but want to change their eye colour to suit the occasion, as well as a wide range of prescription lenses. 

      All coloured contact lenses come in a comfortable soft lens material and you can even get daily coloured lenses - no solution, no fuss - you just wear them for the day and throw them away!

      Most standard (non coloured) contact lenses come with a ` visibility tint`, which is usually a light blue or green tint added to a lens, solely to help you see it better during insertion and removal — or if you drop it. Since it`s a very light tint, it does not affect eye colour, or your perception of the world at all.

      Coloured contact lenses have been designed to mimic the natural iris pattern, by using a multitude of coloured dots on the contact lens which makes it more natural. The centre part of the lens, covering the pupil, is left clear on purpose so that it does not affect how you see.

      The pattern and intensity of the dots governs the appearance of the lenses on your eye.

      Freshlook ColorBlendsA good example of a lens that can alter the colour of a lighter coloured eye, or enhance the colour of a darker eye is Freshlook Colorblends, which use a combination of three iris patterns to create the overall effect. This lens is by far our most popular coloured lens and you can see how other customers rate this lens in Freslook Colorblends Reviews.   
       

      If you want a more dramatic effect, for example to change a brown eye blue, you could try Freshlook ColoursSoflens Natural Colours, or Expression Colors.

      Freshlook Dimensions and Expression Accents are great coloured lenses for enhancing or changing light eye colours for a beautiful natural look. Tip: Freshlook Dimensionsthese lenses tend not to make any difference to naturally dark eyes. 

      Whichever coloured lenses you choose, have fun!   

       
       

      Things to Consider Before Buying Coloured Lenses:

      • What colour eyes do I want?
      • Does the lens description online sound like what I want?
      • How natural will the lens/lens colour look against my skin and hair colour?
      • The images on the website are provided by the manufacturers, therefore will not necessarily look like that on a natural eye and in natural conditions.
      • Read the reviews on each lens from other coloured lens wearers. Read the lens description and decide whether it sounds like what you want. 
      • Coloured lenses are bigger in diameter then most standard non-coloured lenses, this is to ensure the entire natural eye colour part is covered by the coloured section of your lens. You may experience some blurred vision when you first try your lenses, this is because once your pupil dilates (gets bigger, generally in darker conditions) the coloured section of the lens will interfere with your vision. Most wearers can persevere with this and continue to wear the lenses without any difficulties.
      • Sharing Contacts: A Bad Idea!

        Sharing contact lenses with your friends can transfer bacteria which can cause severe eye infections. If coloured lenses are not going to be worn daily, it is usually safe if you store them in contact lens storage solution, but change the solution 2 -3 times per week, so that it stays fresh and carries on disinfecting your lenses. If you simply leave your lenses in stale solution for an extended period of time they will become heavily infected with bacteria (or even mouldy) and be unsafe to wear.




  • Despatch & Delivery

    • Where`s My Order?


      If you recently placed an order and you`re wondering why you haven`t received it yet, you should first check whether we`ve despatched it to you:

      1. Click Your Account at the top of any page and sign in;
      2. Click `Go` next to `Where`s My Lenses`;
      3. On the next page you will see details of the order you are expecting, with the status listed (`processing`, `not yet despatched`, `back order` or `despatched`) ;
      4. If the order has been despatched, a despatch date will be given.

      Orders normally take 5-10 working days to arrive in Europe, but please wait 10 working days after the despatch date for European orders before contacting Customer Support about a missing order and we will do our best to locate it.

      Despite our best effort, there can sometimes be unforeseen delays in you receiving your order. In the meantime you can take some simple steps to try to locate the order yourself.

      In the first instance, please check that the delivery address you gave us is correct. Click the `View Order` button next to the order to view the delivery address. If there is an error in the delivery address please contact Customer Support.

      We also recommend checking with neighbours or colleagues to see if they have taken your order in on your behalf. Also check with your local mail sorting office as it is possible the parcel has been taken there without a `while you were out card` being left at your address.

      After you have tried these options please contact our Customer Support department and advise us of this situation. We will then change your order status to `order not arrived` and you will receive an e-mail advising you of this. Following this, if your order still hasn’t arrived within 10 working days and we haven’t contacted you to inform you the parcel has been returned to us, please contact us and we can arrange for a re-delivery of your order.

      If both parcels arrive please contact us to either arrange a return for one of the orders or to arrange payment for the second parcel.

    • UK Delivery Times, Methods & Rates


      We hold over 90% of contact lenses in stock and most orders placed before 3:30pm are posted to you the same day using Royal Mail 1st class.

      In addition, we will tell you at your time of order, if your lenses are in stock or not and when they will be despatched.

      Postage is FREE on Orders over £30 in the UK and delivery after despatch from our distribution centre takes 1-3 working days.

      You also have the option, at the time of order, of requesting before 1pm Next Day Delivery (for an additional fee).

      You do NOT have to sign for your delivery UNLESS your order value is greater than £125 or you choose Recorded Delivery or Next Day Delivery as an option at the time of placing your order.

      See Also:

      World Delivery Times, Methods & Rates (Non UK)

    • Worldwide Delivery Times & Rates


      We hold over 90% of contact lenses in stock and most orders placed before 3:30pm are posted to you the same day.

      In addition, we will tell you at your time of order, if your lenses are in stock or not and when they will be despatched.

      Postage is ONLY €8.69 to anywhere in Europe and delivery after despatch from our distribution centre takes 5 - 10 working days.

      Please Note:

      To avoid unexpected customs fees or duties, check with the customs department in your country about its importation policies.

      Contactlenses.fr is NOT responsible for any sales taxes, customs duties or other taxes charged by your customs department.

      See Also:

      UK Delivery Times, Methods & Rates

    • I Haven`t Received Everything I Ordered


      We make every endeavor to ship all items together however sometimes we will split an order so that you recieve some of your items quicker.

      Please first check Your Account to see if there is an out standing part of your order that is in `Not Yet Despatched` or ` Processing` status.

      If there are no outstanding orders to despatch in `Your Account` and you have received your order but some items are still missing, please contact Customer Support and we will be pleased to help you.

    • Changing Delivery Address on a Recent Order


      The delivery address of an open order can be changed from `Your Account` up until the point that the address label is printed by our warehouse.

      Simply go to `Your Account` and click on the link `Change the Delivery Address of an Open Order` and enter the new address. Please not that this only alters the address for the current order, not future orders. To permanently change your address for future orders (but not for an open order) click on the link in Your Account > Account Details > View, Edit or Delete a Delivery Address on `Your Account`. 

      What`s an `Open Order`?

      An order is considered to be open if it hasn`t entered the dispatch process - that is to say if we haven`t started packing the items and preparing them for dispatch from our fulfilment centre. It will tell you in Your Account if you can change a delivery address or if it is too late and your items have already entered the despatch process.

       

    • What Happens if We Cannot Deliver Your Order?


      When the Royal Mail returns an undeliverable package to us, we will contact you to let you know that your parcel has been returned to us and hold onto the item for three weeks to allow time for the reason for non deliverability to be addressed (see below). If we have not heard from you during this time and have been unable to resolve the delivery problem we will issue a full refund (including any delivery charges).

      Why Was My Package Undeliverable?

      The Royal Mail may consider a package undeliverable for one of the following reasons:

      • Incorrect Address. If the address is incorrect or outdated, the package is typically returned to us by the Royal Mail or the unintended recipient. 
      To remove an outdated or incorrect address from your account, log into `Your Account` and click the `Edit Delivery Address` button.
      • Failed Delivery Attempts.  Packages that contain more than 120 GBP of items will always require a signature as we use Recorded Delivery for your security. If a signature cannot be obtained the parcel will be returned to your local post office for collection and the postman should leave a slip saying that this has happened.

      In rare cases, it is also possible that the address label became illegible during the delivery process.

    • Countries We Deliver To


      We despatch to over 65 countries and the list is growing. We apologise if your country is not included on the list, but rest assured, we are trying to include as many more countries as we can.

      • Argentina
      • Australia
      • Austria
      • Bahamas
      • Bahrain
      • Barbados
      • Belgium
      • Bermuda
      • Brazil
      • Bulgaria
      • Canada
      • Cayman Islands
      • Channel Islands (UK)
      • China
      • Croatia
      • Cyprus
      • Denmark
      • EEC
      • Egypt
      • Estonia
      • Falkland Islands
      • Finland
      • France
      • France, Metropolitan
      • French Guiana
      • French Polynesia
      • French Southern Territories
      • Germany
      • Gibraltar
      • Greece
      • Greenland
      • Guernsey (UK)
      • Honduras
      • Hong Kong
      • Hungary
      • Iceland
      • India
      • Iran
      • Ireland
      • Israel
      • Italy
      • Japan
      • Jersey (UK)
      • Jordan
      • Korea
      • Kuwait
      • Latvia
      • Liechtenstein
      • Lithuania
      • Luxembourg
      • Malaysia
      • Marshall Islands
      • Mauritius
      • Monaco
      • Montserrat
      • Malta
      • Maldives
      • Netherlands
      • New Zealand
      • Norway
      • Panama
      • Philippines
      • Pitcairn
      • Portugal
      • Reunion
      • Romania
      • Saudi Arabia
      • Singapore
      • Slovakia
      • Slovenia
      • South Africa
      • Spain
      • Sri Lanka
      • Sweden
      • Switzerland
      • Thailand
      • Trinidad And Tobago
      • Tunisia
      • Taiwan
      • Ukraine
      • United Arab Emirates
      • United Kingdom
      • United States Minor Outlying Islands
      • United States
      • Vietnam
      • Virgin Islands (British)
      • Virgin Islands (U.S.)

  • Returning Items

    • What Can I Return?


      We have a `no quibble` returns policy (even if you have ordered the wrong lenses by mistake!) on most items - but some restrictions do apply to returning open coloured lenses and toric lenses (lenses to correct astigmatism), which will not be refunded unless deemed faulty, in which case a replacement will be offered. 

      Please note that customers will have to pay return postage charges and are advised to record and insure the package for their own security.

      On the whole, we try to avoid `small print`, but it can`t be avoided all the time, so here is the small print!

      Contactlenses Ltd will issue a full refund or replacement of goods in all instances where:

      • Contact lenses are supplied to the wrong specification, even if you have ordered them incorrectly.
      • Contact lenses are supplied damaged. 
      • Opened boxes or vials of coloured lenses will not be exchanged or refunded if the colour is found to be unsuitable by the customer.
      • Opened  or unopened boxes of toric lenses (lenses for astigmatism) will not be exchanged or refunded if the power is found to be incorrect by the customer. 
      • The products ordered by you do not arrive within 21 working days of the dispatch date, unless notified that delivery is delayed for speciality or custom lenses.
      • The products you have ordered are returned to Contactlenses Ltd as undeliverable by the postal service. If goods are returned as undeliverable, we will endeavor to contact you by email for confirmation of the delivery address. If no reply is received within a reasonable period and in any event within 30 days of the return of the goods, then a refund will be made within 30 days.
      • You may withdraw your order and terminate your agreement with us without stating any reason for doing so within 7 working days following the day your order is delivered to you (`the Return Period`). In the case of goods returned under your `cooling off` right, these must be returned undamaged and unused to qualify for a refund.

        If lenses have already been despatched to you, you can still terminate the agreement - please contact Customer Support for a Return Merchandise Authorization (RMA). You must return all the products in the original packaging provided with them. Once we have the recieved the products, you will be issued a full refund.
      • Refunds will be limited to the maximum value of the original order, minus shipping costs and will only be issued against the same credit or debit card account as supplied to pay for the goods. There may be a time delay of up to 15 working days before a refund appears on your credit card statement because of the time taken for the credit card companies to process your refund. During this period the refund has left our account and is held by the credit card companies before being accredited to your account. Please contact your credit card company if a refund issued by us has not turned up into your account after 15 working days. We reserve the right to proportionately reduce the level of the refund if only some of the original quantity of contact lenses is returned, or if it is clear that some of the products have been used.
      • Contactlenses Ltd may refuse to accept future orders from those who have made previous claims for non-delivery of goods.

    • I Have Ordered the Wrong Item and Want to Return It


      No problem. All items that have been ordered incorrectly will be replaced by the correct items as part of our guarantee at no cost to yourself. We also cover the costs of shipping the incorrect items back (UK Only).

      Please obtain a Returns Merchandise Authority (RMA) number from Customer Support and they will be happy to redespatch the correct goods to you as soon as possible and advise you on the procedure for returning goods. 

      We normally try to redespatch goods to you BEFORE we have received the goods back from you to minimise your inconvenience.

    • I Have Recieved a Damaged or Defective Item


      We will replace or refund any item that is damaged or defective. Our guarantee applies up to the expiry date on the item you bought as we understand with contact lenses that you may not wear the contact lenses in a multipack for some time after purchase.

      We also understand that sometimes with contact lenses, it is not always possible to return the actual lens - for example if there was a defect in the lens that was found only after wear. In this situation - don`t worry - we will still replace the lens Free of Charge.

      Simply contact Customer Support and we will be pleased to help you.

    • You Have Sent me the Wrong Item


      We make every effort to supply exactly the products you have ordered. However, regardless of the reason for you having received the wrong products we want to put it right fast.

      To return goods, please contact Customer Support quoting your customer number and they will give you a Returns Authorisation Number (RMA). Then, return the products to us using the Freepost 1  returns label on the bottom right of your receipt together with a short note stating the reason for return.

      1 Please note that NON UK customers will have to pay return postage charges and are advised to record and insure the package for their own security. Please see the section `How to Return an Item`

    • How to Return an Item


      If you require to return an item for any reason, you will need a “Returns Merchandise Authorisation” (RMA) number which will be sent via e-mail. This email will also include all the information necessary to make a return and how and where the items should be returned to ensure they reach us in a re-sellable condition. You can get an RMA number by contacting Customer Support.

      When you contact us for an RMA number, we will need to know what item(s) that you want to return and the reason for the return. We have a `no quibble` returns policy (even if you have ordered the wrong lenses by mistake!) on most items - but some restrictions do apply to returning open coloured lenses and toric lenses, which will not be refunded unless deemed faulty, in which case a replacement will be offered.

      If a refund is required this will be issued on return of the items. If replacements are required we will endeavour to avoid any inconvenience to you and arrange for these to be sent that day if we have them available or order them from the manufacturers.

      Please note any items returned without a RMA number may not be refunded or replaced.

      Please note that customers will have to pay return postage charges and are advised to record and insure the package for their own security.

  • Prescriptions & Eye Tests

    • What is a Contact Lens Prescription?


      A contact lens prescription will provide details of the brand, lens parameters and the power. It will be signed and dated by your practitioner. A contact lens prescription is different from a sight test prescription. Contact lenses come into direct contact with the eye and, for this reason, there are additional measurements needed for fitting a contact lens and these need to be included in the prescription.

      We do not require to see your contact lens prescription when you order contact lenses. When you order from us, you will need to agree to our Terms & Conditions which indicates acceptance that your prescription is current and suitable for you. It is important to have an annual contact lens checkup with your eye care practitioner to ensure that your eyes stay healthy.

    • How Do I Read My Prescription?


      Before you place your contact lens order you will need to know:

      • The brand name of your contact lenses i.e. Acuvue, Bausch & Lomb, Cibavision etc.
      • The prescription details for your contact lenses.

      On the contact lens packaging, lens foil or your contact lens prescription will be written a series of numbers. These are your contact lens prescription numbers.

      For example, on the end of the `Acuvue Trueye 1 Day` contact lenses box, you will see the following:

      You will notice that there is no Right or Left listed on the box - you have to remember which power is for which eye. If you have any difficulty, you can always write a `R` or a `L` on the boxes when you get them.

      Our online order forms are very sophisticated and take account of the lens parameters you must enter. In some cases you will not need to fill in all the boxes - some will be pre-filled in for you for your convenience.

      If you wear lenses to correct astigmatism (toric lenses) then you will have an additional set of figures to enter when ordering lenses online.

      For example, on the end of the `Focus Visitint Toric` box, you will see the following:

      You can easily see that you will need to enter, for toric lenses, additional information relating to the Cylinder Power and Axis.



  • What Can Be Done in `Your Account`?

    • Account Settings


      You can login to Your Account from the top of every page using the email address and the password that you originally used when you created your account.

      From your own personal account area you can manage the following:

      • Change your personal and address details. Here, you can include more than one delivery address to despatch to for your convenience.
      • Open existing orders so you can, for example, check on the status of the order i.e  processing, not yet despatched, despatched or on hold.
      • Reorder your last order or any previous orders that you have made with us.
      • Change how we communicate with you, for example you can request that we only communicate with you in relation to your orders and at no other time.
      • Add or alter credit card or debit card details.
      • Check how much referral commission you have earned.

    • Adding or Changing Credit/Debit Cards


      In Your Account you can securely store your credit/debit card details, meaning that future purchases can be made quicker. You can also update/add/remove credit or debit cards - so that you are in full control.

    • How to View Recent Orders


      Login to Your Account and you can view `Recent Orders` (orders within the last 15 days) and `Open Orders` (those older than 15 days).

      You will be able to view the current status of the order (`processing`, `order on hold`, `order unpaid` etc) and the details of the order (products ordered and date ordered).

    • Your Order History


      Login to Your Account and you can view your full order history (all the products that you have ordered off us in the past).

      You will also be able to view the status of any order (`order despatched`, `order on hold`, `order unpaid` etc) and the details of the order (products ordered and date ordered).

    • Changing Communication Preferences


      We`re committed to ensuring that every one of our customers receives all the information they need to make their shopping trip a successful one.

      Of course, we recognise that everyone`s different, which is why we`d like you to tell us exactly how much (or how little) you want us to communicate with you. Whether you want regular information about your favourite products or don`t want to receive any communication from us at all, simply let us know by logging in to Your Account (at the top of every page) and updating your Customer Communication Preferences.

    • View Your Commission From `Refer a Friend` Program


      Referring friends, colleagues and family to Contactlenses.fr is a great way to save money on your next contact lens order.

      Simply  `Refer a Friend` to Contactlenses.fr by sending them an email which contains a link to our site which they can follow, or, alternatively, they can enter your email address when they register.

      Once a friend places an order you receive 7% commission on the first order coming from that customer. Your referral commission will then be automatically taken off your next order. Your friend also receives a 5% discount off their first order - so everybody benefits!

      You can view how much commission you have earned by logging in to Your Account, which you can find at the top of each page. 

       

       

  • Cancelling & Refunds

    • Cancelling an Order


      An order may be cancelled anytime up until the order status is marked as `despatched` in Your Account.

      Please contact Customer Support stating the order number and that you wish to cancel.

      If your order has already been despatched to you, you can still terminate the agreement - please see the Help Page `How to Return an Item`

    • How Long Does it Take to Recieve a Refund?


      Once your refund has been approved and processed by our Customer Support team, we will notify you by email. From that point your refund will usually appear in your account within 3-5 working days, although some banking systems may take longer.

      If your refund hasn`t shown up in your account in that time our Customer Support Team generally advise that, in some instances, it may take up to 15 days for it to appear.  If after this time the refund has not appeared in your account, please contact your card issuer and they can advise at what stage the refund is at.

  • Company Policies

    • How Secure is Information About Me?


      • We work to protect the security of your information during transmission by using Secure Sockets Layer (SSL) software, which encrypts information you input. For this we use a Thawte SSL certificate, which means we provide secure online communications. When your web browser contacts our secured web site, the SSL certificate enables an encrypted connection. It’s kind of like sealing a letter in an envelope before sending it through the mail.

        Thawte SSL
      • We reveal only the last four digits of your credit card numbers when confirming an order. Of course, we transmit the entire credit card number to the appropriate credit card company during order processing. In addition, we are registered with `Verified by Visa` and `Mastercard Secure Code` for your safety.

        Verified by Visa
      • We maintain physical, electronic and procedural safeguards in connection with the collection, storage and disclosure of personally identifiable customer information. Our security procedures mean that we may occasionally request proof of identity before we disclose personal information to you.
      • It is important for you to protect against unauthorised access to your password and to your computer. Be sure to Log Off when you finish using a shared computer.

       

    • What About Cookies?


      What Are Cookies and Why Do We Use Them?

      A Cookie is:

      A very small text file placed on your hard drive by us. It is essentially your identification card, and cannot be executed as code or deliver viruses.

      Why do we use them?:

      It helps us identify you when you return to our site, so saving you time. We use it to personalise our greeting to you and during a shopping session with you to keep track of your progress through our site.

      Can I turn cookies off?

      The Help menu on the menu bar of most browsers will tell you how to prevent your browser from accepting new cookies, how to have the browser notify you when you receive a new cookie and how to disable cookies altogether. However, cookies allow you to take full advantage of some of Contactlenses.fr`s most innovative and useful features and we recommend that you leave them turned on.

      If you do leave cookies turned on, be sure to Log Off when you finish using a shared computer.

    • Privacy Policy


      We are committed to protecting your privacy. We use the information we collect about you to process orders and to provide a more personalised shopping experience. We may also use it to tell you about changes in our services or about special offers we think you`ll find valuable. We do not sell, trade or rent your personal information to others.

      We follow strict security procedures in the storage and disclosure of information which you have given us, to prevent unauthorised access. Our security procedures mean that we may occasionally request proof of identity before we are able to disclose sensitive information to you.

      By submitting your order, you consent to this transfer. Your personal information may also be used by us and our affiliates to occasionally notify you about important functionality changes to our Web site.

      You are in full control at all times of the information we send to you. To alter and customise the information we send to you please login to Your Account and under the heading `Email and Subscriptions` click on `Update Your Communication Preferences`.

    • Copyright


      Conditions of Web Site Use

      All Web site design, text, graphics, the selection and arrangement thereof, and all software compilations, underlying source code, software (including applets) and all other material on this Web site are copyright Digital Holding Inc. and its affiliates, or their content and technology providers. ALL RIGHTS RESERVED.

      Permission is granted to electronically copy and to print in hard copy portions of this Web site for the sole purpose of placing an order with Contactlenses.fr or using this Web site as a shopping resource. Any other use of materials on this Web site--including reproduction for purposes other than those noted above, modification, distribution, or republication--without the prior written permission of Contactlenses.fr is strictly prohibited.

    • Terms & Conditions


      TERMS AND CONDITIONS OF USE

      Thank you for visiting the Contactlenses.fr web site (the "Site”). Contactlenses.fr is a leading online retail store and information site for contact lenses and related products. The Site is designed to provide a convenient, private and informative shopping experience for consumers to purchase contact lenses and related products 24 hours a day, 7 days a week. Contactlenses.fr want each visitor to the Site ("you") to have a safe, pleasurable visit, so we have established the following terms and conditions so that we (us and you) know what to expect from each other. By using the Site you agree to be bound by the terms set forth herein. We may make changes to the Site, these Terms and Conditions of Use, or the policies and conditions that govern the use of the Site at any time. We encourage you to review the Site and these terms periodically for any updates or changes. Your continued access or use of the Site shall be deemed to be your acceptance of these changes and of the reasonableness of these standards for notice of changes. This contract is personal to you and may not be transferred to any other person. Contactlenses.fr is the trading name of Contactlenses Ltd whose registered office is Suites 303 - 307, 3rd Floor, Capital City Building, Independence Avenue, Victoria, Mahe, Seychelles. Contactlenses.fr is owned and operated by Contactlenses Ltd. By purchasing the contact lenses on this Website, you as the customer will transact with Contactlenses Limited. Contactlenses Ltd is the parent company of Contactlenses Group, which includes several affiliated companies; among them, Koppa Ltd & Contactlenses 2Trees Ltd.

      VALID PRESCRIPTION REQUIRED

      You hereby certify that you have a valid prescription for the contact lenses that you are ordering. You represent and warrant to Contactlenses Ltd by placing an order that information you enter into the Site is valid and true and matches exactly your prescription as provided by your eyecare provider. You further certify that your prescription is under 1 years old (unless otherwise specified on a valid prescription) and that you are neither blind or partially sighted and are over 16 years of age. You hereby consent to our contacting your eyecare provider, if necessary, to verify your prescription information and any other necessary information.

      YOUR STATUTORY RIGHTS

      Cooling-off Period

      By law, customers in the European Union also have the right to withdraw from the purchase of an item within seven working days of the day after the date the item is delivered.

      COLOR AND PRODUCT DESCRIPTION

      We have made every effort to display as accurately as possible the colours of our products that appear at the Site. However, as the actual colours you see will depend on your monitor, we cannot guarantee that your monitor`s display of any colour will be accurate. We have attempted to be as accurate as possible. However, we do not warrant that the product descriptions are accurate, complete, reliable, current, or error-free. If a product offered by the Site is not as described, your sole remedy is to return it in unused condition.

      PRICE OF GOODS

      The price of all goods is as stated on the web site and includes packaging.

      DATA PROTECTION

      We collect only that information which is necessary to fulfill our obligations to you. The site protects that information to the best of our abilities.

      OUR RIGHTS

      Because customer service is paramount to our business, we reserve the right to refuse to sell products to you if it reasonably appears to us that you intend to resell the products. In addition, we reserve the right to limit quantities of items purchased by each customer.

      We may terminate your access, or suspend your access to all or part of the Site, without notice, for any conduct that we, in our sole discretion, believe is in violation of any applicable law or is harmful to the interests of another user, a third-party or us.

      ELECTRONIC COMMUNICATIONS

      When you visit the Site or send e-mails to us, you are communicating with us electronically. You consent to receive communications from us electronically. We will communicate with you by e-mail or by posting notices on this site. You agree that all agreements, notices, disclosures and other communications we provide to you electronically satisfy any legal requirement that such communications be in writing.

      TRADEMARKS

      All graphics, logos, and service names used on the Site are the trademarks of Contactlenses Ltd. Contactlenses Ltd trademarks may not be used in connection with any third-party products or services or in any manner that disparages or discredits Contactlenses Ltd. All other brands and names (including third-party product names) are the property of their respective owners.

      LINKS TO THIRD PARTY SITES

      Occasionally, we may make available a link to a third party`s web site. These links will let you leave the Site. The linked sites are not under our control and we are not responsible for the contents of any linked site or any link contained in a linked site, or any changes or updates to such sites. We are not responsible for webcasting or any other form of transmission received from any linked site. We provide the links to you only as a convenience. We do not endorse the site or its use or contents.

      TERMINATION

      These terms are effective until terminated by either party. If you no longer agree to be bound by the Terms and Conditions of Use, you must cease your use of the Site. Subject to applicable law, we reserve the right to suspend or deny, in our sole discretion, your access to all or any portion of the Site with or without notice. You agree that any termination of your access to the Site may be effected without prior notice, and acknowledge and agree that we may immediately deactivate or delete your account and all related information and files in your account and bar any further access to such files or the Site. Further, you agree that we shall not be liable to you or any third-party for any termination of your access to the Site.

      LIMITATION OF LIABILITY

      CONTACTLENSES LTD does not accept liability for any consequential or incidental damages (including but not limited to lost profits, loss of privacy, medical costs incurred) or for any other indirect, special, or punitive damages whatsoever that arise out of or are related to the use of the Site or the purchase or use of any products or services from the Site.

      CONTACTLENSES LTD will only be liable for direct loss up to a maximum total of the price of the product or services purchased, which are the subject of the claim.

      DISCLAIMER OF WARRANTY
      THE CONTENT (AS DEFINED BELOW) CONTAINED IN THIS SITE IS PROVIDED BY CONTACTLENSES.CO.UK AS A SERVICE TO ITS CUSTOMERS. THIS SITE DOES NOT CONTAIN INFORMATION ABOUT ALL EYE DISEASES, NOR DOES THIS SITE CONTAIN ALL MEDICAL INFORMATION THAT MAY BE RELEVANT TO YOUR EYECARE NEEDS. THE INFORMATION PROVIDED IN THIS SITE IS ONLY GENERAL HEALTH INFORMATION, AND IS INTENDED ONLY TO FACILITATE COMMUNICATION BETWEEN YOU AND YOUR PROFESSIONAL EYECARE PROVIDER. THIS SITE DOES NOT PROVIDE MEDICAL DIAGNOSIS FOR ANY INDIVIDUAL AND MUST NOT BE USED AS A SUBSTITUTE FOR PROFESSIONAL MEDICAL ADVICE, DIAGNOSIS, TREATMENT OR CARE. ALL SPECIFIC MEDICAL QUESTIONS YOU MAY HAVE ABOUT YOUR SPECIFIC MEDICAL CONDITION, TREATMENT, CARE, OR DIAGNOSIS MUST BE PRESENTED TO YOUR PROFESSIONAL EYECARE PROVIDER. YOU SHOULD NEVER DISREGARD MEDICAL ADVICE OR DELAY SEEKING PROFESSIONAL ADVICE BECAUSE OF ANY INFORMATION CONTAINED IN OR RELATED TO THIS SITE. EXCEPT AS EXPRESSLY AND UNAMBIGUOUSLY STATED OTHERWISE, CONTACTLENSES LTD DOES NOT ENDORSE, OPERATE, CONTROL, OR ASSUME RESPONSIBILITY FOR ANY PRODUCT, BRAND, METHOD, TREATMENT, INFORMATION OR SERVICE ON THIS SITE. THE INFORMATION, SERVICES, AND PRODUCTS CONTAINED IN THIS SITE ARE PROVIDED "AS IS" WITHOUT WARRANTY OF ANY KIND, EXPRESS OR IMPLIED.
      CONTACTLENSES LTD, AND STAFF EXPRESSLY DISCLAIM AND EXCLUDE ALL WARRANTIES WITH RESPECT TO ALL INFORMATION, SERVICES, AND PRODUCTS CONTAINED IN THIS SITE, EXPRESSED OR IMPLIED, INCLUDING BUT NOT LIMITED TO ANY WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, AND NON-INFRINGEMENT.
      THERE ARE NO WARRANTIES MADE AS TO THE COMPLETENESS, ACCURACY, CURRENCY, OR RELIABILITY OF INFORMATION PUBLISHED BY CONTACTLENSES LTD. CONTACTLENSES LTD DOES NOT WARRANT THAT INFORMATION, SERVICES, AND PRODUCTS CONTAINED IN THIS SITE WILL SATISFY YOUR REQUIREMENTS OR IS WITHOUT DEFECT OR ERROR.
      LIMITATION ON LIABILITY
      YOU ACKNOWLEDGE AND AGREE BY YOUR USE OF THIS SITE TO ASSUME FULL RESPONSIBILITY FOR ALL RISK ASSOCIATED WITH YOUR USE OF THIS SITE, INCLUDING RESPONSIBILITY FOR ALL COSTS ASSOCIATED WITH ALL NECESSARY SERVICING OR REPAIRS OF ANY EQUIPMENT YOU USE IN CONNECTION WITH YOUR USE OF THIS WEB SITE.

      UNDER NO CIRCUMSTANCES SHALL WE OR ANY OTHER PARTY INVOLVED IN CREATING, PRODUCING, OR DISTRIBUTING THE SITE BE LIABLE FOR ANY DIRECT, INDIRECT, INCIDENTAL, SPECIAL, OR CONSEQUENTIAL DAMAGES FOR LOSS OF PROFITS, GOOD WILL, USE, DATA OR OTHER INTANGIBLE LOSSES (EVEN IF WE HAVE BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES) THAT RESULT FROM (i) THE USE OF OR INABILITY TO USE THE SITE, (ii) THE COST OF PROCUREMENT OF SUBSTITUTE GOODS AND SERVICES RESULTING FROM ANY GOODS, DATA, INFORMATION OR SERVICES PURCHASED OR OBTAINED OR MESSAGES RECEIVED OR TRANSACTIONS ENTERED INTO THROUGH OR FROM THE SITE; (iii) UNAUTHORIZED ACCESS TO OR ALTERATION OF YOUR TRANSMISSIONS OR DATA; (iv) STATEMENTS OR CONDUCT OF ANY THIRD PARTY ON THE SITE; OR (v) ANY OTHER MATTER RELATING TO THE SERVICE. YOU HEREBY ACKNOWLEDGE THAT THIS PARAGRAPH SHALL APPLY TO ALL CONTENT, MERCHANDISE, AND SERVICES AVAILABLE THROUGH THE SITE.

      YOU AGREE TO INDEMNIFY AND HOLD US, AND OUR SUBSIDIARIES, AFFILIATES, OFFICERS, DIRECTORS, AGENTS, CO-BRANDERS OR OTHER PARTNERS, AND EMPLOYEES, HARMLESS FROM ANY CLAIM OR DEMAND, INCLUDING REASONABLE LAWYERS` FEES, MADE BY ANY THIRD PARTY DUE TO OR ARISING OUT OF CONTENT YOU SUBMIT, POST TO OR TRANSMIT THROUGH THE SITE, YOUR USE OF THE SITE, YOUR CONNECTION TO THE SITE, YOUR VIOLATION OF THE TERMS OF USE, OR YOUR VIOLATION OF ANY RIGHTS OF ANOTHER.

      GENERAL INFORMATION

      These Terms and Conditions of Use constitute the entire agreement between us (you and us) and govern the use of the Site. You agree that regardless of any statute or law to the contrary, any claim or cause of action arising out of or related to use of the Site or the Terms and Conditions of Use must be filed within one year after such claim or cause of action arose or be forever barred.

      The section titles in the Terms and Conditions of Use are for convenience only and have no legal or contractual effect.

      COPYRIGHT

      All Web site design, text, graphics, the selection and arrangement thereof, and all software compilations, underlying source code, software (including applets) and all other material on this Web site are copyright Digital Holding Inc. and its affiliates, or their content and technology providers. ALL RIGHTS RESERVED.

      Permission is granted to electronically copy and to print in hard copy portions of this Web site for the sole purpose of placing an order with The Site or using this Web site as a shopping resource. Any other use of materials on this Web site--including reproduction for purposes other than those noted above, modification, distribution, or republication--without the prior written permission of Digital Holding Inc. is strictly prohibited.

      GOVERNING LAW AND CONTRACT FORMATION

      No contract will subsist between you and Contactlenses Ltd for the sale by it to you of any product unless and until Contactlenses Ltd accepts your order by e-mail confirming that it has dispatched your product. That acceptance will be deemed complete and will be deemed for all purposes to have been effectively communicated to you at the time Contactlenses.fr sends the e-mail to you (whether or not you receive that e-mail). For the avoidance of doubt, any such contract will be deemed to have been concluded in the Seychelles. Further, any such contract will be interpreted, construed and enforced in all respects in accordance with the laws of the Seychelles, and you and Contactlenses Ltd irrevocably submit to the non-exclusive jurisdiction of the Seychelles Courts.

      Thank you for visiting Contactlenses.fr

      COPYRIGHT NOTICE. Copyright © 2016 Digital Holding Inc., All rights reserved. Any rights not expressly granted herein are hereby reserved.


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