Frequently Asked Questions 

 General 

Do I need an account to place an order?

Yes, you do.

How can I place an order?

Once you are ready to order, select your contact lenses and the required lens parameters, add the items to your basket, and proceed to checkout. For step-by-step information, please visit our Order & Payment page.



Do I need a valid prescription?

Yes. Contact lenses are medical devices. Please ensure you have a valid contact lens prescription before placing your order.


Is a contact lens prescription the same as a glasses prescription?

No. A contact lens prescription is different from a glasses prescription. Please use your contact lens prescription when placing an order. If you do not have one, please consult your optician.



How do I read my contact lens prescription?

The information required when ordering can be found on your contact lens prescription. Depending on the type of lens, this may include parameters such as power (PWR/SPH), base curve (BC), diameter (DIA), cylinder (CYL), axis (AXIS), or addition (ADD).

If you cannot find the required information or the available options do not match your prescription, please contact our Customer Support Team before placing your order.

Which brands do you carry?

We offer a selection of trusted contact lens brands. Browse our Shop by Brand collection to explore our available range.

How can I contact customer support?

You can contact our Customer Support Team through our Contact Us page or by emailing info@lenseuro.com. If your enquiry is related to an existing order, please include your order number so we can assist you more efficiently.

Do all prices include VAT?

No, our prices do not include VAT.

For orders at or below £$135.00, VAT will be calculated and charged at checkout in advance on behalf of Royal Mail.

For orders over £$135.00, VAT will not be charged at checkout. Instead, Royal Mail may collect the applicable VAT from you upon delivery.

 My LensEuro Account 

I can’t log in or I’ve forgotten my password. What should I do?

If you’re having trouble logging in or have forgotten your password, please follow the password reset instructions on the login page.

If you still need assistance, please contact our Customer Support Team.

How can I delete my account?

If you would like to delete your LensEuro account, please contact our Customer Support Team through our Contact Us page. We will assist you with your request.



 Payment 

What payment methods do you accept?

We accept the payment methods displayed at checkout, which may include major credit and debit cards, PayPal, and other supported payment methods.

All payments on LensEuro are processed in British Pounds (GBP). For more information, please visit our Order & Payment page.

 Order

Can I cancel or change my order?

Please contact our Customer Support Team as soon as possible if you need to cancel or change your order. We will check whether your order can still be modified or cancelled.

Once your order has been processed or dispatched, changes or cancellation may no longer be possible.

I entered the wrong delivery address. What should I do?

Please contact our Customer Support Team as soon as possible if you have entered an incorrect or incomplete delivery address. We will check whether the address can still be updated.

Once your order has been dispatched, we may no longer be able to change the delivery address or stop the shipment. If the order is returned to us, we will contact you with the next steps.

 Shipping & Delivery

How long does shipping take?

Delivery times vary depending on the shipping method selected at checkout. Please note that estimated delivery times do not include order processing time.

For current shipping rates and estimated delivery times, please visit our Shipping & Delivery page.

My tracking shows “delivered”, but I haven’t received my order. What should I do?

If your tracking shows that your order has been delivered but you cannot locate it, please first check your delivery address, mailbox or mailroom, and ask household members, neighbours or your building concierge if applicable.

If you still cannot locate your order, please contact our Customer Support Team with your order number so we can assist you.

My tracking shows “returned to sender”. What should I do?

An order may be returned to us for various reasons, such as an incomplete or incorrect delivery address or an unsuccessful delivery attempt.

If your tracking shows that your order is being returned to the sender, please contact our Customer Support Team. We will check the available tracking information and assist you with the next steps.

My order hasn’t arrived. What should I do?

First, check whether your order is still within the estimated delivery timeframe and review the latest tracking information.

If the estimated delivery timeframe has passed and your order has still not arrived, please contact our Customer Support Team with your order number so we can assist you.

 Returns & Refunds 

Can I return contact lenses?

Unopened and sealed contact lenses may be eligible for return within 30 days of delivery. Please contact our Customer Support Team before sending any items back so we can confirm your return eligibility and provide return instructions.

For full details, please visit our Returns & Refunds page.

Is return shipping free?

Return shipping costs are generally the responsibility of the customer unless the return is due to an incorrect, damaged or defective item.

Please contact our Customer Support Team before returning any items. We will provide the appropriate return instructions.

Can I exchange an item?

We do not currently offer direct exchanges. If your unopened and sealed item is eligible for return, you may return it in accordance with our Returns & Refunds policy and place a new order for the item you need.

Please contact our Customer Support Team before returning any items.