FAQs

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.

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.

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 [email protected]. 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.

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

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.

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

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.

We’ve gone paperless as part of our mission to reduce our environmental impact. You’ll no longer receive a paper invoice with your order. Instead, you’ll be able to view and download your invoices in your ‘My Account’ section as soon as your order is dispatched. Easy for you, great for the planet!

To get there simply:

1. Login to your ‘My Account’ section
2. Click "Order History" and select your recent purchase
3. Click “View Invoice”

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.

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.

To receive a refund or exchange your contact lenses, they must be:

• Unopened, unused, and in original condition
• Returned within 60 days of dispatch

Unfortunately, we cannot accept returns of solutions, sprays, and eye drops, even if they remain in the original unopened packaging. Eye vitamins are returnable if unopened.

UK customers can simply use the same box in which you received your items and return it free of charge by:

1. Clicking the "Create returns label" link below
2. Enter returns details on Royal Mail website
3. Check email for a returns label
4. Print and affix label to parcel or visit a Post Office to print
5. Ship at Post Office, postbox, or arrange a Royal Mail collection

Create returns label

If the original box is no longer available, please return the order in sturdy packaging and retain your proof of postage slip, as we are not responsible for any packages lost or damaged in transit.

Once your return is processed, you will receive an email confirming your refund is on its way. All refunds are issued to the original payment method used for the order and typically take 2-5 working days to process – depending on your card issuer.

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.

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.

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.

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.

As part of our customer satisfaction guarantee, we aim to replace all faulty contact lenses reported to us. If you find that one or more of your lenses are defective, do not hesitate to contact us.

Please keep any faulty contact lenses (stored in a lens case with solution) for 5 working days after alerting us to the issue, as the manufacturer may ask for them to be sent back for analysis. To process a complaint with the manufacturer, we may also ask for the contact lens prescription provided to you by your optician and the LOT number (usually located on the back near the barcode) of the faulty contact lens box.

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.

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.

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:

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

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). Therefore, you can order contact lenses without your prescription to hand.

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.

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.

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..

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..

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..

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..

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..