Frequently Asked Questions

Frequently Asked Questions

Need help ordering contact lenses? Our handy FAQ covers everything you need to know. If you are still unsure, drop our friendly customer services team an email at:

Prescription Queries:

  • Where can I find my contact lens prescription?

    Your optician will hold a copy of your written prescription; you are legally entitled to have a copy of this once you have completed your initial contact lens trial. Your contact lens prescription or lens specifications are also printed on the end or side of your contact lens box and labelled on the top of the blister packs that contain your lenses.

  • What details should my prescription include?

    All contact lens prescriptions include a least three values: base curve, diameter and power. However for toric or multifocal lenses additional values will be added to the prescription, usually no more than four.

    The specifications you can expect to see are as follows:

    Base Curve (BC):

    The curvature of the lens in millimetres usually between 8.3 and 9.0.

    Diameter (D):

    The diameter of the contact lens. This number ranges from between 13.8 to 14.5.

    Power (SPH):

    Is a + or – figure followed by a number e.g. -4.00 or +1.00. 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.

    If you have astigmatism the following values will also be required:

    Cylinder (CYL):

    A minus number that increases in a scale of 0.25 dioptres,

    Axis (AX):

    A number between 0 and 180, that determines the direction needed to correct your astigmatism.

    If you wear multifocal contact lenses the following values will also be required:

    Addition (ADD):

    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.

    Dominant (D):

    A choice between "D" and "N" to determine which is the dominant and the non-dominant eye.

  • How often should I have my eyes examined?

    It is recommended that everyone attends an eye test at least every two years. Contact lens wearers need to attend an additional check-up to ensure their lenses still meet their prescription; this is dependent on your eyecare practitioner usually every 12-24 months.

  • What is a valid prescription?

    A valid prescription is one that falls within the recommended interval of your last eye and contact lens examination. This can be found on your written prescription, there should be an expiry date given. Most prescriptions are valid for a year from the date of your last contact lens check-up.

  • Is the prescription for my glasses the same as my contact lens prescription?

    No, a contact lens prescription is not the same as a prescription for glasses. Your contact lens prescription will include extra specifications which ensure your lenses fit with the correct diameter and base curve.

  • If my vision is blurry can I change my prescription/power?

    If you feel your vision has become blurred and unfocused. Please speak to your eyecare practitioner.

  • My optician won't give me my contact lens prescription, is this correct?

    By law you are legally entitled to own a copy of your contact lens prescription. If you did not receive a copy of your prescription at your last contact lens fitting you can request it by fax, email or post from your optician. The only time your optician is not obliged to supply you with a prescription is when you are still trialling a new pair of contact lenses.

  • I don't have my prescription. Can I still order?

    We do not recommend you purchase without a valid written prescription.

Ordering from

  • Do I need my prescription to order contact lenses from Lens123?

    Yes we highly recommend you provide a written prescription. You may either upload it with your order or take a photo and email it to be sure to include your order id and full name.

  • What payment methods can I use?

    We accept all major UK credit and debit cards, including: MasterCard, Visa, Maestro, Visa Electron and Solo. We also accept PayPal payments.

  • How do I cancel or amend my order?

    If you need to make a change or cancel your order after it has been paid for please contact our customer service team on 0800 772 0579 or email them at Please be aware that orders will be picked and packed very quickly so we advise you to call us as soon as possible to avoid disappointment.

Subscribe & Save at

  • What do i receive with Subscribe & Save?

    With Subscribe & Save you will receive a number of additional benefits. Including Free UK Delivery (no minimum spend), 5% off each product, Free replacement lenses for any damaged lenses and hassle free reordering.

  • How often will i receive my order?

    On receipt of your order we will dispatch your first order immediately. Thereafter, your order will be dispatched according to your chosen interval.


  • Is it possible to pause my subscription?

    Absolutely, you can do this via your account settings or contact us and we will do this for you.


  • How do i pay for my subscription?

    Subscriptions are setup using a debit or credit card. Your card will be debited at your chosen subscription interval.


  • How easy is it to cancel my subscription?

    You may amend or cancel your subscription at anytime, via your account settings or contact us and we will be more than happy to do this for you.



  • What delivery methods are available?


    Royal Mail Tracked

    All our orders are sent by Royal Mail Tracked service. Orders will arrive 2-3 working days after dispatch between Monday and Saturday.

    FREE - Orders over £49


    £2.99 - Orders of £49 or less

    Orders will be posted once the entire order is ready to be dispatched.

  • When will my order be dispatched?

    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 1pm.

    Dispatch times for Toric, Multifocal and some higher prescriptions can take 7-10 working days. However, we aim to dispatch much sooner than this.

  • Do we ship to other countries?

    We ship within the UK and most of Europe. We do however deliver to destinations further afield. Please email us at with your full postal address.


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


    Please allow up to 5 working days for delivery via Royal Mail.
    Please allow up to 10-14 working days for delivery outside of UK. If you have not received your order by then please contact us

Returns & Refunds

  • I've received the wrong order

    In the event that you receive the wrong items, please let us know and we will post the correct items to you immediately.

  • My order was damaged in transit

    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. However, if your items were damaged in transit, please contact us.

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

    Yes. If your prescription has changed and your contact lenses were purchased in the last 3 months you can return any unopened, undamaged and unmarked boxes of contact lenses. Just let us know and we will then post the same lenses with your new prescription.


  • I think my order contains faulty contact lenses

    Please contact our customer service team, if you have a split or faulty lens. Although we cannot always replace faulty lenses, we can offer you store credit to cover the cost of the affected lenses.

    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.

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

    All refunds should appear in your bank account within 7 working days of being processed. Please be aware that refunds will not be processed until the returned items have been received at our warehouse.

  • My contact lens has split what should I do?

    If you split your contact lens, simply contact us and we will arrange a replacement, or give you store credit to cover the cost of the affected lens. However if you are finding this happens more than once you would need to speak to your optician as you may not be inserting or removing your lenses correctly.


  • Who are was founded by a group of ophthalmic practitioners, our aim to provide affordable visioncare without compromise. Unlike many other online contact lens retailers we pride ourselves in accepting orders that have been verified by a valid prescription. Not only this, we dispatch all our products from our UK warehouse, ensuring 100% authenticity. We’re dedicated to providing you with a simple ordering process. Our Subscribe & Save system gives you a range of added benefits and even more savings!

    Rest assured all contact lenses supplied are genuine and not counterfeit!

  • Why should I order from

    At we promise the same products from the same manufacturers as the high street optician, we also promise fast delivery direct to your door and the added convenience of automatic subscription allowing you to set and amend how often you prefer us to send your contact lens supply. We also have a fantastic customer support team and a dedicated optician ( is always on hand to answer any questions you may have.

  • What are your opening times?

    Our customer service team are available to take your call Monday to Saturday 11am – 7pm on 0800 772 0579 or by email anytime at

  • How can I contact Lens123?

    Our customer service team can be reached on 0800 772 0579 or by email at