Frequently Asked Questions
We send you an email as soon as your order is on the way, so that you can find out when it will arrive.
For tracked orders, you can use the tracking link provided in your email or located in your account to check where your order is.
Have you checked for any delivery cards? Your parcel may have been left somewhere safe, such as with a neighbour or been taken to a local depot.
Our Delivery Information page can give you more information and timescales.
If you do need to report your order as lost then please contact our Customer Service via the 'Still need help?' section (below)
UK DELIVERY INFORMATION:
FREE EXPRESS TWO-DAY DELIVERY
· Order before 7pm for two-day delivery, 7 days per week
· Restrictions apply, this service is not available on Bank Holidays
· Note: Delivery is only available in England, Wales, Scotland
· During busy period's some Premium/Express delivery services may be temporarily unavailable
INTERNATIONAL DELIVERY INFORMATION
· All international orders will be shipped the next business day.
· Shipping costs will vary on checkout from £5.00
· International tracked delivery (business days):4-7days
We offer a variety of online payment methods to ensure our customers can place orders with ease.
- Visa Debit
- American Express
- Apple Pay
You can select your preferred payment method at checkout. As we take fraud very seriously, you will face validation and authorisation by us and the card issuer.
We do this to ensure that our customers are safe while they shop.
Returning your product because you changed your mind:
We have a 14-day free return policy, which means you have 14 days after receiving your item to request a return.
Due to the nature of our products, we only accept returns which meet one of the following requirements:
- Item is unopened and in its original packaging.
- Lenses are found to be factory defective.
Must be returned before we can exchange them and may only be for the exact same lens model, prescription and colour.
How To Start a Return
To start a return, you can contact us at firstname.lastname@example.org with your name, address and order number.
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at email@example.com
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Handling contacts lenses for the first time can be tricky, please bare with us and trust the process - it couldn’t be simpler! The first couple of times inserting lenses does appear to be difficult for some people, you are not on your own. After a little patience, you’ll be popping lenses in with ease.
How to put in your contact lenses
- Find a clean and well-lit area with a mirror.
- Wash and dry your hands thoroughly before touching your eyes or handling your contact lenses. We’d suggest using antibacterial soap and lint-free towels.
- Check your contact lens is the correct way around (very important!). Place the lens on your index finger and look at the edges. If the edges of the lens are curved outward with a lip at the top, it is the wrong way around. Simply flip the edges the other way.
- Use the hand with the contact lens already on to pull your lower eyelid down.
- Carefully pin back your upper lid using all four fingers of your free hand and make sure all eyelashes are out of the way.
- Watching the mirror, slowly and gently move your index finger towards the centre of your eye. Without blinking (this is the hard part), place the contact lens directly onto the centre of the eyeball or onto the white of the eye just below - whatever feels best for you.
- Before releasing your eyelids, slowly move your eyes around and look in different directions to centre the contact lens.
- Slowly release both eyelids and blink a few times to allow the lens to settle in place.
- Once your vision has focused and you feel comfortable, repeat the steps for your other eye. Et voila!
How to take out your contact lenses
- Wash and dry your hands thoroughly before touching your eyes or handling your contact lenses.
- Gently pull your lower lid down with your middle finger, creating room for your index finger and thumb.
- Carefully pin back your upper lid and lashes with your free hand, making sure all eyelashes are out of the way.
- Use your index finger and thumb to gently slide the contact lens on to the white of the eye just below where your contact lens normally sits. Very gently, squeeze each side of the lens between your index finger and thumb to lift the lens away.
- Slowly release both lids and repeat for the other eye.