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Frequently Asked Questions

Frequently Asked Questions (FAQ) about ordering contact lenses from Boots Contact Lenses Online

Reading your contact lens prescription.

A contact lens prescription will normally include the name of the manufacturer and brand of lenses that you are wearing, the size of the lens: BC (Base Curve) DIA (Diameter) and SPH (strength of the lenses). It will also have the date of your last contact lens aftercare appointment with must be within the last 12 months.

It will most likely be written out like this:

Right: 8.6/13.8 -2.75 Cibavision Focus Dailies
Left: 8.6/13.8 -3.00 Cibavision Focus Dailies

Why do you need my contact lens prescription?

Your contact lens prescription, which must be dated within the last 12 months, is a legal requirement before we can supply any lenses by mail order within the UK. We need to see a copy of the prescription or we can contact your optician to confirm this with them. The prescription will include the name of the lenses, the fitting and the strength.

Is the prescription the same for contact lenses and spectacles?

No. Both prescriptions are different and you will need to ask your optician to supply you with the details specifically for your contact lenses. A spectacle prescription will include the Sph, Cyl and Axis for each eye but the contact lens prescription will have the name of the lenses, the base curve, diameter and strength for the lenses.

A spectacle prescription will normally look like this:

Right: -3.00
Left: -3.25/-2.50 x 5

The contact lens prescription for the same person will look like this:

Right: 8.6/13.8 -2.75 Cibavision Focus Dailies
Left: 8.6/13.8 -3.00 Cibavision Focus Dailies

Can I send my contact lens boxes?

No. Although the boxes tell us the type of lenses, legally we either have to see copy of the prescription signed and dated by your optician within the last 12 months, or we have to confirm the prescription on the telephone with your optician if you order online.

Why do you contact my optician?

If you place your order online we have to verify the prescription so we telephone your optician to confirm that the lenses you want to order are the correct ones and that your prescription details are valid.

How do I order online?

You'll need a current contact lens prescription, and a credit or debit card. Please refer to our how to order page for step-by-step instructions.

Is it safe to order online?

Yes. Your credit card details are protected when they are sent over the internet using industry standard SSL encryption. In the unlikely event of the unauthorised use of your debit or credit card, the majority of banks and card issuers will cover part, or all the fraudulent charges.

I have forgotten my password.

If you have forgotten your password, or your email address has changed, you can use our password recovery page. If you still have difficulties, please contact a member of our Customer Services team on 0845 257 3366 who will be able to help you.

I can't find the lenses that I wear.

If you cannot find the lenses that you wear listed then please contact a member of our Customer Services team on 0845 257 3366 who will help you to locate the correct lenses.

Are the lenses the same as from my optician?

Yes. All our lenses are supplied directly from each manufacturer, just as the lenses are via your optician.

If you cannot find the lenses that you wear listed, then please contact a member of our Customer Services team on 0845 257 3366 who will help you to locate the correct lenses.

What are your delivery charges?

Any order for contact lenses is carriage free.

How soon will I receive my order?

Solution orders are normally dispatched on the same day that we receive the order so delivery is usually within 24 hours. Contact lens orders are normally dispatched within 24 hours of your contact lens prescription being verified. If we do not stock a lens usual delivery time is 5-7 working days.

Do you offer an express service?

We can offer an express service on most orders. For cost and details please email us at support@bootscontactlensesonline.com or telephone us on 0845 257 3366.

How do I return my goods?

Please contact our Contact lens online team on 0845 257 3366.

Unfortunately Boots Opticians and Boots The Chemist stores are unable to offer an exchange/refund for goods purchased online.

What do the different order statuses mean?

When you login to your account, you can see an order status for each order. The order can go through several stages between when you order on the website, and when you receive it. These are as follows:

Created
Order has been added to the website
Authorized
Credit/Debit card has been authorized
ContactByPhone
Customer needs to be contacted about this order
AwaitingRxValidation
Waiting to confirm patient's prescription
ReadyForPicking
Order is being processed
AwaitingDispatch
Order will be dispatched shortly
PartShipped
Part of the order has been dispatched, with the rest to follow
Completed
The entire order has been dispatched to the customer
Cancelled
The order has been cancelled
OnHold
The order is on hold
ChargeFailed
Debit or credit card payment failed

Royal Mail Strike (BVP)

For the attention of Boots Vision Plan (BVP) Customers

You may have been affected recently by the local strikes by Royal Mail.

In order to ensure you continue to receive your contact lens orders, at the expected time, we are working with our supply chain partners to ensure they continue to be delivered on time.

During a strike of longer than four days you will receive your delivery by courier rather than Royal Mail with no signature being required so you won't have to go to the depot to pick up your order if you are not available.

We currently send out your lenses two weeks before your wear date, which should leave enough time for them to get to you if they are delayed.

If you pick your contact lenses up in-store you will not be affected by the strike and everything will continue as it does now.

Please be assured we are trying to do everything we can to ensure there is no disruption to our customer deliveries.

We will update this website with further information as we receive it.

We are also striving to improve our routes of communication to you and as such if you have an email address, please inform your store, we can then use this to contact you in the, hopefully, unlikely event this will happen again.

If you are worried about not receiving your order in the future it is possible to pick your contact lenses up from store. These orders are always delivered by courier so are guaranteed to get there. Please ask your store for further information about switching to in-store pick up.

We will update this website with further information as we receive it.

For further information please use the Royal Mail website at www.royalmail.com

If you are being effected by this please contact us to let us know 0845 070 8090

Royal Mail Strike (CLBP)

For the attention of Contact Lens By Post (CLBP) Customers

You may have been affected recently by the local strikes by Royal Mail.

In order to ensure you continue to receive your contact lens orders, at the expected time, we are working with our supply chain partners to ensure they continue to be delivered on time.

With immediate effect we have initiated a pull forward of all dispatches � this means that your next delivery is likely to be with you a week earlier than expected. This delivery will be made by Royal Mail, but by allowing more days to get to you we are confident that you will not be left short of contact lenses.

If you pick your contact lenses up in-store you will not be affected and everything will continue as it does now.

Please be assured we are trying to do everything we can to ensure there is no disruption to CLBP deliveries.

We are also striving to improve our routes of communication to you and as such if you have an email address, please inform your store, we can then look to use this to contact you in the, hopefully, unlikely event this will happen again.

If you are worried about not receiving your order in the future it is possible to pick your contact lenses up from store. Please ask your store for further information.

We will update this website with further information as we receive it.

For further information please use the Royal Mail website at www.royalmail.com

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