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<div><p>Got a question about ordering contact lenses online? We're here to help! Our handy FAQ covers everything from payment methods and Vision Direct promotional codes to getting started with contact lenses for the first time. Need help? Give our friendly customer services team a call on <a href="tel:02077685000" data-show="new"><strong>020 7768 5000</strong></a> or email us: <a href="mailto:help@visiondirect.co.uk" data-show="new"><strong>help@visiondirect.co.uk</strong></a>.</p></div>

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Top 5 FAQs

text-left

<div>
 <p>Please allow up to 3 working days for delivery to the UK or Ireland, for everywhere else in the world allow up to 10 working days. If you haven't received your order during this time, we recommend that you contact our&nbsp;<a data-show="replace" href="/en-gb/c/info/contact-us" aria-label="customer service team">customer service team</a>. They're available to help Monday - Friday 8:00 - 21:00, and Saturday - Sunday 8:00 - 18:00.</p>
 <p class="left">Please note: All orders include a tracking number so you can trace your order after dispatch. You can find this information in your confirmation email or via your Vision Direct account (Orders &gt; Status &gt; Track Order).</p>
</div>

1. My order has been posted but hasn't arrived, where is it?

<div>
 <p>You don't need your physical prescription with you in order to purchase contact lenses from Vision Direct, but you do need to have a good understanding of what it is. You can find your contact lens prescription on the document given to you by your eye care professional during a contact lens check-up (remember this is not the same as a glasses prescription), or on the end/side of your contact lens box or on the blister packs that contain your contact lenses.</p>
 <p class="left">Please be aware that a contact lens prescription is different from a glasses prescription, so you cannot use one for the other.</p>
 <p>Find more information on reading your contact lens prescription&nbsp;<a data-show="replace" href="/en-gb/c/eye-care-centre/understanding-your-contact-lens-prescription" aria-label="here">here</a>.</p>
</div>

2. How do I read my contact lens prescription?

<div>
 <p>Many high street opticians, including Specsavers, Boots and Vision Express offer their own brand contact lenses that are just rebranded and repackaged products from popular contact lens brands and manufacturers, such as Alcon, Biofinity and Saulfon.</p>
 <p class="left">We stock the exact same lenses at 45% off, with Next Day Delivery, Monday - Friday 8:00 - 21:00, and Saturday - Sunday 8:00 - 18:00 customer service, 365-day replacement guarantee and a price match promise. The only differences between the lenses we stock and the high street is the name on the box, the packaging and most importantly the cost. See all optician&nbsp;<a data-show="replace" href="/en-gb/c/info/opticians-own-brand-contact-lenses" aria-label="contact lens brand equivalents">contact lens brand equivalents</a> here.</p>
</div>

3. Do you stock optician's own brand lenses?

<div><p class="left">Once you've placed an order, we're unable to cancel it. However, we can provide you with a return label, and you'll receive a refund once we receive the return.</p></div>

4. Can I cancel or amend my order?

<div><p>If you experience a split or faulty contact lens, please contact our Monday - Friday 8:00 - 21:00, and Saturday - Sunday 8:00 - 18:00 UK based customer service team on 020 7768 5000 or chat online. You can also email us at <a href="mailto:help@visiondirect.co.uk" data-show="new" aria-label="help@visiondirect.co.uk">help@visiondirect.co.uk</a>. Although we cannot always replace faulty lenses, we can offer you store credit to cover the cost of the affected lenses.</p><p class="left">If possible do not discard your faulty contact lens until you have spoken to customer service. They will require both the lens and the LOT number of the defective lens to report the fault directly to the manufacturer. You may also be required to send the lens for inspection.</p></div>

5. I think my order contains faulty contact lenses

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Ordering From Vision Direct

<div>
 <p>During the checkout process we give you 2 options.</p>
 <p>Confirm your prescription details are correct and place your order through our European company Vision Direct BV. If you choose this option you can&nbsp;<a data-show="replace" href="/en-gb/c/info/no-prescription-needed" aria-label="order without a prescription">order without a prescription</a>. We only recommend customers who know their prescription to use this option as we will not be able to verify.</p>
 <p>Or you can choose for us to verify your prescription is correct, either provide us with a copy of your prescription by uploading a photo of it to your account or supply us with your optician's contact details so we can confirm your details are correct.</p>
 <p class="left">We'll only ask you your prescription checking preference the first time you place an order. If you wish to change it later, you must do so from the prescription section of your account.</p>
</div>

Do I need my prescription to order contact lenses from Vision Direct?

<div>
 <p>We accept the following&nbsp;<a data-show="replace" href="/en-gb/c/info/payment-methods" aria-label="payment methods">payment methods</a>:</p>
 <h4>Credit card/debit card</h4>
 <ul>
  <li>VISA debit</li>
  <li>VISA credit</li>
  <li>VISA Electron</li>
  <li>Mastercard credit</li>
  <li>Mastercard debit</li>
  <li>Mastercard &amp; Maestro</li>
 </ul>
 <p class="left">We also accept PayPal.</p>
</div>

What payment methods can I use?

<div><p class="left">Yes, to order contact lenses for one eye only, simply un-tick the left or right prescription box and proceed with your order.</p></div>

Can I order contact lenses for 1 eye only?

<div><p class="left">Simply un-tick the left or right prescription box on the product page and add to basket. Do the same for your second product.</p></div>

How do I order if I wear a different brand of contact lenses in each eye?

<div><p>On the product page for your contact lenses you will be asked to enter your prescription details. </p><table><tbody><tr><td colspan="2"><p>From left to right the different specifications mean: </p></td></tr><tr><td><p>Base Curve (BC): </p></td><td><p>The curvature of the lens in millimetres usually between 8.3 and 9.0. </p></td></tr><tr><td><p>Diameter (D): </p></td><td><p>The diameter of the contact lens. This number ranges from between 13.8 to 14.5. </p></td></tr><tr><td><p>Power (PWR/SPH): </p></td><td><p>Is a + or - figure followed by a number e.g. -4.50 or +0.25. This represents the level of visual correction needed, and whether your lenses correct long-sightedness (plus/+ powers) or short-sightedness (minus/- powers). For some contact lenses the power may also be 0.00, plano or displayed with this symbol ∞ which is for non-prescription use e.g. coloured contact lenses. </p></td></tr><tr><td colspan="2"><p><strong>If you have astigmatism the following values will also be required</strong>: </p></td></tr><tr><td><p>Cylinder (CYL): </p></td><td><p>A minus number that increases on a scale of 0.50 dioptres, ranging between -0.75 to -2.75 in standard lenses. In bespoke XR contact lenses, the cylinder moves upwards to -5.75 in steps of 0.50. </p></td></tr><tr><td><p>Axis (AX): </p></td><td><p>A number between 0 and 180, that determines the direction needed to correct your astigmatism. It varies in a scale of 10 degrees on standard contact lenses and of 5 degrees on bespoke XR contact lenses. </p></td></tr><tr><td colspan="2"><p><strong>If you wear multifocal contact lenses the following values will also be required</strong>: </p></td></tr><tr><td><p>Addition (ADD): </p></td><td><p>A + number between 0.50 and 3.00, or referred to as high, medium or low. This is an additional power that determines the level of correction needed for you to focus on near objects. </p></td></tr><tr><td><p>Dominant (D): </p></td><td><p>A choice between "D" and "N" to determine which is the dominant and the non-dominant eye. </p></td></tr></tbody></table><p class="left"><br/></p><p class="left">Please note: If only one option is given for any field, the lenses are only available with that option. </p></div>

What values do I enter in the prescription information fields?

<div>
 <p class="left">If you opt for us to verify your prescription with your&nbsp;<a data-show="replace" href="/en-gb/c/info/our-eye-care-professionals" aria-label="eye care professional">eye care professional</a>&nbsp;then we will call them to do this. However usually we will need your permission for them to discuss your prescription details. We will notify you if this is the case. If you choose to send us a copy of your prescription or you order through Vision Direct BV, you will not need to notify your eye care professional.</p>
</div>

Do I need to tell my eye care professional that I am ordering from Vision Direct?

<div>
 <p class="left">If you have a promotional discount code, please enter this on the basket page. Please note: If you use a promo code for new customers and you have ordered from us before, the discount will show in your basket. However, once you log in our system will remove the discount from your order.</p>
 <p class="left"><a data-show="replace" href="/en-gb/c/coupon-voucher-code" aria-label="See all Vision Direct discount codes">See all Vision Direct discount codes</a>.</p>
</div>

How do I use a promotional code?

<div>
 <p class="left">If you are confident you know your prescription, you can choose for us not to verify it. When you order&nbsp;<a data-show="replace" href="/en-gb/c/info/no-prescription-needed" aria-label="without verifying your prescription">without verifying your prescription</a>&nbsp;you'll get your lenses quicker. To preserve your eye health we urge our customers to have an eye test every two years, or as soon as your vision doesn't feel comfortable at your current prescription.</p>
</div>

Can I order with a prescription from outside the UK?

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Postage & Delivery

<div><table><tbody><tr><td><p>Delivery Method </p></td><td><p>Delivery Time </p></td><td><p>Price </p></td></tr><tr><td><p>Next Day Tracked </p></td><td><p>Orders will arrive the next day. </p></td><td><p>FREE - Orders of £59 and over <br/>£3.98 - Orders below £59 </p></td></tr></tbody></table><p><br/></p><p>Please note that we will post your order once all the items are available, as we’re not able to split orders. Specific sales tax and/or customs duties may be applicable upon delivery depending on the order destination. </p></div>

What delivery methods are available? 

<div><p>We ship to most international destinations, please see the table below for further details. </p><table><tbody><tr><td><p>Countries </p></td><td><p>Orders of £59 and over </p></td><td><p>Orders below £59 </p></td><td><p>Delivery time </p></td></tr><tr><td><p>EU Mainland </p></td><td><p>Belgium, Netherlands &amp; Spain: FREE <br/>Rest of the EU: From £3.49 - £9.98 </p></td><td><p>From £3.49 - £12.98 </p></td><td><p>1-2 business days </p></td></tr><tr><td><p>EU Islands </p></td><td><p>From £9.98 - £12.98 </p></td><td><p>£12.98 </p></td><td><p>3-5 business days* </p></td></tr><tr><td><p>US </p></td><td><p>Not available </p></td><td><p>Not available </p></td><td><p>Not available </p></td></tr><tr><td><p>Rest of the World (includes Overseas Territories) </p></td><td><p>£9.98 </p></td><td><p>£12.98 </p></td><td><p>5-10 business days </p></td></tr></tbody></table><p><br/></p><p>*Delivery to French Polynesia Islands can take 7-10 business days. Specific sales tax and customs duties may be applicable upon delivery for orders to EU Mainland, EU Islands, and the Rest of the World. </p></div>

Does Vision Direct ship to other countries?

<div><p>We stock over 90% of all standard daily and monthly lenses and 99% of eye care products and aim to dispatch all stocked items on the same day if ordered before 10pm - no matter what day of the week you order. </p><p class="left">You’ll find dispatch times for all products, including high-prescription contact lenses below the Prescription field on the product page. Most non-stocked lenses will be dispatched within 2-5 working days. </p></div>

When will my order be dispatched? 

<div>
 <p>Please allow up to 3 working days for delivery to the UK or Ireland, for everywhere else in the world allow up to 10 working days. If you haven't received your order during this time, we recommend that you contact our <a data-show="replace" href="/en-gb/c/info/contact-us" aria-label="customer service team">customer service team</a>. They're available to help Monday - Friday 8:00 - 21:00, and Saturday - Sunday 8:00 - 18:00.&nbsp;</p>
 <p class="left">Please note: All orders include a tracking number so you can trace your order after dispatch. You can find this information in your confirmation email or via your Vision Direct account (Orders &gt; Status &gt; Track Order).&nbsp;</p>
</div>

My order has been posted but hasn't arrived, where is it? 

<div><p class="left">You can track your order by clicking the "Track Order" link in your email or by visiting <a href="https://www.visiondirect.co.uk/customer/account/login/" data-show="new" aria-label="Your Account">Your Account</a>, under recent orders on the first page you should see a link to "Track Order" in the status column. </p></div>

How do I track my order? 

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Returns & Refunds

<div>
 <p class="left">In the event that you receive the wrong items, please let us know and we’ll post the correct items to you immediately. To return items to us, please see our <a data-show="replace" href="/en-gb/c/info/cancellation-returns" aria-label="returns and refunds">returns and refunds</a> page to find the returns form appropriate for you.&nbsp;</p>
</div>

I've received the wrong order 

<div><p class="left">If your order was damaged in transit, please call us on 020 7768 5000 or email us at <a href="mailto:help@visiondirect.co.uk" data-show="new" aria-label="help@visiondirect.co.uk">help@visiondirect.co.uk</a>. A damaged or broken outer box will not affect your contact lenses. If the individual casing protecting your lenses is not damaged, or open, they will be perfectly safe to use. </p></div>

My order was damaged in transit 

<div>
 <p class="left">Yes. Thanks to our 365-day guarantee, you can return any unopened, undamaged and unmarked boxes of contact lenses within a year of purchase. Just let us know and we will then post the same lenses with your new prescription (if you're ordering through co.uk we'll need to verify your new prescription), or issue a refund.&nbsp;</p>
 <p>Please visit our <a data-show="replace" href="/en-gb/c/info/cancellation-returns" aria-label="returns and refunds page">returns and refunds page</a> to download the returns form.&nbsp;</p>
</div>

Can I return my contact lenses if my prescription has changed? 

<div><p>If you experience a split or faulty contact lens, please contact our UK based customer service team on 020 7768 5000 or chat online. You can also email us at <a href="mailto:help@visiondirect.co.uk" data-show="new" aria-label="help@visiondirect.co.uk">help@visiondirect.co.uk</a>. Although we cannot always replace faulty lenses, we can offer you store credit to cover the cost of the affected lenses. </p><p class="left">If possible do not discard your faulty contact lens until you have spoken to customer service. They will require both the lens and the LOT number of the defective lens to report the fault direct to the manufacturer. You may also be required to send the lens for inspection. </p></div>

I think my order contains faulty contact lenses 

<div><p class="left">Refunds will be made to your original payment method upon receipt. This typically takes around 5 working days, depending on your card issuer. Refunds to PayPal accounts may take longer. Please be aware that refunds will not be processed until the returned items have been received at our warehouse. </p></div>

How long will it take for my refund to be credited to my bank/paypal account? 

<div>
 <p>Contact lenses are made from extremely thin plastic material and will occasionally split when handled.&nbsp;</p>
 <p>If your contact lens has split, simply call our customers service team on 020 7768 5000 or email us at <a href="mailto:help@visiondirect.co.uk" data-show="new" aria-label="help@visiondirect.co.uk">help@visiondirect.co.uk</a>,and they will arrange a replacement, or give you store credit to cover the cost of the affected lens.&nbsp;</p>
 <p class="left">However, if you are finding this happens more than once please take a look at our guides on <a data-show="replace" href="/en-gb/c/wearing-lenses/how-to-put-in-contact-lenses" aria-label="inserting">inserting</a> or <a data-show="replace" href="/en-gb/c/wearing-lenses/how-to-take-out-contact-lenses" aria-label="removing">removing</a> your lenses correctly.&nbsp;</p>
</div>

My contact lens has split what should I do? 

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Contact Lens Questions 

<div>
 <p class="left">Yes you can try different contact lenses. However it is always best to speak to your optician before doing so. Our resident optician, Benjamin has produced a 'Contact Lens Guide' to better inform our customers of compatible and upgrade lenses for all contact lenses. You can view the guide <a data-show="replace" href="/en-gb/c/info/contact-lens-guide" aria-label="here">here</a>.&nbsp;</p>
</div>

Can I try different contact lenses? 

<div><p class="left">When you receive your contact lens prescription from your optician, you should be informed of the wearing pattern compatible with your lenses. The most common contact lenses are disposed of daily, or cleaned and stored overnight for wear over a two-week or monthly time period. Some contact lenses are designed for extended wear; this means they can be worn continuously for a certain time period. It is not advisable to wear your contact lenses continuously without consulting your optician first as not everyone's eyes are compatible with extended wear lenses. </p></div>

How long can I wear my contact lenses? 

<div>
 <p class="left">Some contact lens wearers do suffer with dry and gritty eyes. Environmental factors such as air conditioning and heating, the position you sit in and the amount of water you drink can also affect your eyes. It could also be the contact lenses you are wearing. For example, <a data-show="replace" href="/en-uk/focus-dailies-all-day-comfort" aria-label="Focus Dailies All Day Comfort">Focus Dailies All Day Comfort</a> lenses should not be worn for more than 8 hours a day. However, Acuvue Trueye can be worn for up to 16 hours a day as they are made from <a data-show="replace" href="/en-uk/contact-lenses/silicone-hydrogel-contact-lenses" aria-label="silicone hydrogel">silicone hydrogel</a> which allows more oxygen to reach the eye. You can use artificial tear or <a data-show="replace" href="/en-uk/eye-care/eye-drops" aria-label="eye drops">eye drops</a> as they are better known to help to rewet and moisturise the eye or you can talk to your optician about changing your lenses to suit your lifestyle.&nbsp;</p>
</div>

Are dry gritty eyes normal for contact lens wearers? 

<div>
 <p class="left"><a data-show="replace" href="/en-uk/contact-lenses/extended-wear-contact-lenses" aria-label="Extended wear contact lenses">Extended wear contact lenses</a> are designed to be slept in. However, it is always best to consult with your optician to see whether extended wear lenses are compatible with your eyes.&nbsp;</p>
</div>

Can I sleep in my contact lenses? 

<div>
 <p class="left"><a data-show="replace" href="/en-uk/solutions-eye-care/multi-purpose-solutions" aria-label="Multi-Purpose Solution">Multi-Purpose Solution</a> is suitable for use with most soft contact lenses. Our customer service team can advise you on the best solution for your contact lenses. You can contact them by phone on 020 7768 5000 or by email <a href="mailto:help@visiondirect.co.uk" data-show="new" aria-label="help@visiondirect.co.uk">help@visiondirect.co.uk</a>.&nbsp;</p>
</div>

What solution should I use to clean and care for my contact lenses? 

<div><p class="left">You should replace your contact lens case every three months (at least) to stop the build-up of dirt and debris from transferring to your lenses. </p></div>