Do you have any questions about your order at Lentiamo? Here you will find a detailed list with answers to your frequent questions.
Ordering at Lentiamo
How do I order goods from Lentiamo? The ordering process in three steps
- Choose the model of glasses or sunglasses, or a lens brand.
- Fill in the parameters, as stated in your prescription.
- Add to the shopping cart, and proceed with the payment.
Do I need an account to order?
When you place an order for the first time, an account is created for you automatically. This will make it easier for you to place an order next time!
However, if you would prefer us not to save your details, you can request an account deletion by contacting us, in line with current data protection regulations.
An item / my lens parameters are out of stock! What now?
Don't worry. You can still place your order. We will inform you of the date on which we expect to receive the products from the manufacturer. We will ship it as soon as your entire order is in stock, or we can divide the order for you, at no extra shipping cost.
Do all prices include VAT?
Yes, all mentioned prices include VAT.
Do I have a guarantee on my purchases?
All our products have a legal warranty in accordance with applicable laws. A legal warranty means that a product is, or must be, what the consumer can reasonably expect from it. For some products, there is an additional contractual quality guarantee. This applies if the useful life of the products is stated on the packaging, in the instructions accompanying the product or in advertising, in accordance with other statutory provisions. In this case, we will ensure that the product is suitable for normal use, or retains its usual properties for a certain period of time.
How do I cancel or change my order?
You can cancel or change your order at any time before shipping. Please contact us at firstname.lastname@example.org or call us with your inquiry and we will be happy to help you. Please note that we ship all orders at 1 p.m., so the request must be submitted before that time.
Can I order lenses for one eye only?
Yes, you can order lenses for just one eye. You can select 0 boxes for one eye when filling in the parameters and fill in the details for your other eye. This way you order lenses only for your right or left eye.
Do I need to tell my optician that I am ordering my lenses online?
No, there's no need to tell the optician that you're ordering lenses online, but you may always contact them for brand recommendations.
What information do I need to fill in?
The information you need to fill in can be found on your prescription. Depending on the type of lens you need, you will need to provide the correct information. Please also note that contact lens and prescription glasses might necessitate different prescriptions and correction values. You can find more information about prescriptions and the details of it at this page.
How do I use a discount code?
In the shopping cart, you can tick the box „Redeem voucher“ and enter the discount code you have. Click on ‚Check‘ and if the code is valid, the system will add the associated discount(s).
Do you have group discounts?
In consultation, we may offer you a discount for a group of 10 people or more. Find more information about our benefit programme here.
Which payment methods can I choose from?
At Lentiamo, you can pay for your order securely with a credit or debit card, or via PayPal. Please, find all relevant payment information on this page.
Can I return to the previous steps during payment or should I save them to complete the order later?
During steps 1, 2 and 3 of the order process, you can still return to the previous steps. If you click „Confirm Order“ in step 3, your order is placed and you cannot return. The order must be paid now. If you want to go back and change something, please contact us.
When and how do I receive my invoice?
We respect the environment and work as sustainably as possible. To reduce paper waste, we send invoices digitally. You may still request a printed invoice by contacting us.
- PDF in confirmation
- Client section
- Do you want a printed invoice? Print the PDF or mark the checkbox while ordering.
Can I receive an invoice in the name of my company?
Yes, you can enter your company name on the invoice by entering different Billing and Shipping details.
Can I register the costs with my health insurance company?
Depending on the health insurance provider, some may (partially) refund the costs of glasses and contact lenses. You can send the invoice to your health insurance company to declare the costs.
How is the security of my payment guaranteed?
You will be redirected to the 3D Secure Gateway. Payment information is processed directly by the gateway application, and data transfer from your computer is secured by an encrypted algorithm.
Shipment and Delivery
Do I have to pay for shipping?
If your order exceeds £57, Royal Mail delivery is free! If you order a pair of Lentiamo Collection glasses or sunglasses, the delivery is always for free. You can find more information on shipping methods and costs on this page.
How long does it take for my order to be sent or received?
We dispatch all goods at 1:00 pm, so make sure the order is completed by that time. If the courier is Royal Mail, usually the delivery time is 2–3 working days after the day of dispatch. Please, find all the information about delivery methods and time on the corresponding page.
How can I track my parcel?
You can track your parcel via your order in the Client section (Packet no.)
I have not received my order, what can I do?
- Check your parcel number/tracking code in your client section
- If it says it was delivered, ask your neighbours and check your mailbox.
- If you cannot find the parcel, you can contact the courier to see if they can help you locate it.
- Still cannot find your order? Contact our customer service. We will be happy to help you.
Returns and refunds
How can I return my order?
You can return any product you ordered from us within thirty (30) working days of receiving your order. Unless the product is faulty, we can only accept undamaged glasses, sunglasses, contact lenses, solutions, eye drops and accessories in their original packaging. Find more information about the procedure in our returns policy.
How long do I have to return an item?
All returns must be sent within fourteen (14) days after receiving your order. Alternatively, you can give our customer care team a call at 0800 249 4219 and let us know about your return over the phone. Or you can send us an email to email@example.com.
Is the return free of charge?
The return is always free of charge. We will provide a free return label. Do not send orders back without the label provided, it's the only way to track the return and make sure it gets to our UK office. If in doubt, you may always contact our customer care team, as we are happy to help.
What can I do if I have received the wrong or a damaged item?
If your package contains incorrect or damaged goods and you would like to replace them, let us know. Fill out the claim form or send us an email to firstname.lastname@example.org and we will sort out the rest.
My prescription has changed, can I change my old lenses?
If you purchased contact lenses from Lentiamo.co.uk that are no longer suitable due to a change in your prescription, you can return them to us in exchange for contacts that match your new prescription. The items must remain sealed in their original packaging. Find out if you are eligible for our 365 days guarantee service.
When and how do I get my money back after a return?
If your request complies with the guidelines, we will refund the value to your bank account within 14 days of receipt of your order by our warehouse. By default, refunds are issued using the same payment method by which they were paid. Alternatively, you could choose to have your Lentiamo account credited for the corresponding amount.
Is it possible to exchange a returned item immediately?
Depending on the case, it is. For some returns our warehouse needs to check if the products are faulty or not, in order to check if you meet the returned item procedure. In that case, it might take a bit longer before we can send you a new product.
What should I do if I have a complaint about a product?
If you have a complaint about our products or our service, you can contact us via the contact form. You will receive a substantive response from us after receiving your complaint.
If you don't agree with the resolution or one cannot be reached, you can submit your complaint to the Arbitration Board via the European ODR Platform. The European Commission provides a free access platform to resolve online conflicts between the customer and companies (us), without the need to go to court, through third party arbitration, the so-called Dispute Settlement Body, which acts as an intermediary between the two. You can get more information on the online dispute resolution website.You can fill in our form here.
Can I try new lenses?
Yes, you can switch to new lenses if you like. For some products, the description indicates that it is possible to switch to other lenses. Please note, however, that contact lenses are not only available in different sizes, but also in different materials depending on the manufacturer. We therefore recommend to discuss briefly with your optician whether you can change to your desired lens. We currently cannot offer free samples of new lenses.
As you already know, the size of the contacts must match your eyes properly to improve your vision. Check this comparison table of base curve & diameter specifications where you can compare the differences in diameter, base curve and other parameters of different contacts. If you want to change the type of contacts or the brand you are wearing, your optician is the perfect advisor. However, our customer service team will be happy to provide you with information about contact lenses and how to use them.
Why are your lenses cheaper than from the optician's?
We are in close contact with the manufacturers and buy contact lenses in large quantities. Therefore we can offer our lenses at lower prices than opticians. Would you like to find out more about the cheaper version of your optician’s lenses? Check this page on the private contact lens brands!
Can I sleep with my lenses in?
It depends on the type of contact lenses you are wearing and what your optician has advised, but generally it is not recommended to sleep with your contact lenses in. If you would like to learn more, you can find all the information in this article on sleeping with contact lenses in..
What liquid can I use to clean my lenses?
The only liquid you should use to clean and disinfect your contact lenses is contact lens solution. Never clean or rinse your contact lenses with tap water, boiled water or any other liquid. Please note that each solution has slightly different qualities and capabilities. The most important question is: What works best for your eyes? Always ask your optician for advice, then take a look at our solutions and our value packages.
Glasses and contact lens prescriptions
Do I need a prescription?
If you want to buy contact lenses at Lentiamo you can get lenses without a prescription Since contact lenses are medical products that, if purchased incorrectly, can seriously damage your eyes, you should only buy them after receiving medical advice. You can get a prescription for contact lenses at an optician.
If you're looking for glasses, you need to indicate your spectacle values. Also, you should only buy a pair of glasses after medical advice. You can get a glasses prescription from your optician or eye doctor.
How do I read my prescription?
The information you need to fill in for buying glasses or lenses can be found in your prescription. The prescription is made especially for your eyes. Therefore, you must follow the parameters that are stated in your prescription.
How often should I have my eyes tested?
We recommend you take an eye exam every 6 to 12 months in order to make sure that the parameters are still valid. This way, you can be absolutely sure that the glasses and contact lenses you buy will fit perfectly. Adjustments are very important, considering that eyesight can change several times over a lifetime, so be sure to check your eyes regularly.
Is my prescription for contact lenses the same as my prescription for glasses?
No, your prescription is not the same. If you are wearing glasses but you would like to try contact lenses, please go to your optician to get a prescription for lenses. On a lens prescription, you will find specifications listed separately for each eye, as they can have different needs. After receiving your prescription, you can start ordering your lenses here.
My Lentiamo account
How can I create a (free) account?
An account will be created for you when you place an order for the first time. We will do this for you for free. That way, you can enjoy all the advantages we offer!
How does the bonus scheme work?
Everyone wants accessories that make wearing contact lenses easier and more comfortable. To thank you for your loyalty, we offer bonus points to consumers with every purchase, which can be redeemed on these helpful bonus products.
You can redeem your points during your first order. You don’t need to wait for the next one. And if you don’t use all of your bonus points in one go, that’s fine! The bonus points are stored on your account and you can redeem them next time. The bonus points are valid for one year. The bonus scheme is for consumers only.
How can I earn bonus points?
- For every pound you spend with us, you receive 2,5 bonus points. Each product is marked with the number of bonus points you receive after purchase. This does not apply to glasses and sunglasses.
- Subscribe to our newsletter and receive 50 bonus points.
- Tag us on Facebook or Instagram (@lentiamo), use the hashtag #Lentiamo and show us the products you bought. Earn 50 bonus points!
By tagging us in a post you give us the right to repost/share your post with giving you credit 4. Make your login easier and link it with your Facebook page and receive 75 bonus points! Already tagged us in a post? Let us know by writing us a message!
I forgot my password
Don’t worry, it can happen to the best of us! We keep your password in a coded form for security reasons. This is why we can't resend it if you have forgotten it. We'll send a new password to your email address, which you can changed once you log on to your Lentiamo account. You can request a new password here.
Can I change my own data?
You can change your email and telephone number here in your client section. Please be cautious while changing your email address. It is your login to the client section. In your client section, you can also change your password if you wish to do so, while you can change your delivery address when placing an order.
How can I delete my account?
Of course we’d be sad if you wanted to delete your account at Lentiamo. If you still wish to do so, you can give us a call or email the request to email@example.com. We would like to hear the reason why if you want to share it with us, as we always want to improve our service.
Is my credit card information stored securely?
Your credit card details are stored in an encrypted form. We are fully GDPR-compliant and do not store any sensitive information. Therefore, it is safe to store your credit card information when placing an order. This makes ordering much easier and faster next time!
How do I repeat an order?
Repeating an order has never been easier! You can find the ‘Repeat Order’ button at our homepage, but also in your client section. Find the order with the products you wish to repeat, and click on the button!
How do I set a reminder to place a repeat order?
We have a nice feature that will relieve you of your worries a little bit. In your client section or at the lens watcher, you can set a date. Our lens reminder will remind you to buy contact lenses by email.
Can I subscribe or unsubscribe to the newsletter?
Of course, you can! You can subscribe to our newsletter here. We will update you regularly about our special offers, discounts and new products. If you wish to unsubscribe, you can find a link in every newsletter. If possible, please let us know before you unsubscribe of the reason you are doing so and where we can improve. We pay attention to every comment, as we would like to keep improving our service.