FAQ

1.1 What forms of payment do you accept?

We accept Visa, Mastercard and PayPal.

1.2 How do I cancel my order?

If you have ordered a stocked product unfortunately we are unable to cancel the order once it has been placed. Please check the availability listed for each brand of lenses on the product page. If you have ordered a non-stocked product please email customer service at customerservice@visionpros.co.uk as soon as possible. If your order has not been accepted by our warehouse, we can cancel it. If your order has been processed and getting ready to be dispatched we will not be able to cancel your order.

Please refer to our return policy in the case that we are unable to cancel your order.

1.3 What currency are your prices?

All prices are listed in the British Pound. You can refer to the top right corner of the homepage to confirm which currency you are shopping in.

1.4 I have placed an order through PayPal but have yet to receive confirmation. Did my order go through?

If you do not receive a confirmation email from VisionPros within 15 minutes of placing your order, then your order did not go through. There may have been a problem processing your Paypal transaction. This could be due to many different reasons. The funds may be pre-authorised by Paypal and it usually takes 3-5 business days to be removed. Once the pre-authorisation has been removed you will see your funds back in your account. You can place your order again using a credit card or if you would like to try using Paypal again, you will need to contact Paypal and ask them why the transaction is not going through.

1.5 My credit card is declining, but I have enough funds.

You will have to contact your credit card company by calling the number on the back of your credit card. Some credit card companies have an international block on your card, which prevents you from buying from a Canadian company. By calling them, they can remove this block for you and we can process your transaction.

1.6 My order has been “Pending Approval” for quite some time now, why is this?

There was a problem with your order when it was processed. Please kindly refer to the email sent to you after purchase. Please email us at customerservice@visionpros.co.uk as soon as possible with the information we requested to complete your order.

1.7 Where do I enter a coupon code?

In the order process, you will be asked for the coupon code before you finalise the order on the review/submit page. The code will deduct the discount from the final price, before it is submitted. Please be advised that only one coupon code can be used per order.

2.1 I wish to try a different brand, what do you recommend? Can I get a trial lens?

All contact lenses require brand specific prescriptions which your Eye Care Practitioner (ECP) must provide you. If you would like to try a different type of lens, you must ask your ECP for recommendations and trial lenses. We, as an online lens retailer are unauthorized to make recommendations.

2.2 Do you offer gas permeable lenses?

Unfortunately, we do not offer gas permeable contact lenses. We only offer soft lenses.

2.3 I can’t find my contact lens prescription online, what do I do?

In the case that you are unable to find your prescription on our webpage, we suggest contacting your optometrist as you may be reading your eye glass prescription. They can then assist you with providing a contact lens prescription that fits with the appropriate drop downs offered on the webpage.

3.1 How long does my order take to ship?

If your order falls into the most common parameters, your order will be processed and shipped the next business day. Orders that are received Friday, Saturday or Sunday will be processed on Monday. If you order a less common prescription it may take slightly longer to process. These lenses will add 3-5 working days to the shipping time. This information will be listed under “lens availability” on the product page.

3.2 How are my lenses shipped?

All orders are shipped through Royal Mail. They will take 2-5 working days to be delivered.

All shipping times are estimated business days after your order has shipped. Please be advised that weekends and holidays are not considered business days.

3.3 I entered an incorrect shipping address when my order was placed/my package is being returned to sender/my package has been rejected; how do I have the package re-shipped?

In the case that your package is being returned to sender, we must wait for the package to arrive at our facility before re-shipping. Once we receive your package, we will contact you to update your address. A shipping fee will be required to ship to your correct address. A refund can be applied if requested, however the original shipping charges are non refundable.

3.4 My tracking number states delivered but I have yet to receive it. Can you help me with this issue?

If you have not received your package, please kindly email us so we can initiate an investigation with Royal Mail to have the package located and delivered ASAP. The $3.95 insurance fee will cover a replacement package should the carrier declare your package lost. Please note we are unable to provide a refund for packages that are showing delivered.

3.5 What happens if my order is missing, lost or damaged?

Any claims for missing, lost or damaged packages must be initiated with VisionPros within 45 business days. Please verify your order is correct as soon as you receive it, even if may not yet be time to open the new boxes of contact lenses. The $3.95 insurance fee will cover the cost of replacing any packages that may become lost in transit. The postal company deletes the tracking information after this time period has elapsed and thus we are unable to assist in providing replacements after this time period.

4.1 How do I send my lenses back for refund?

Contact lenses may be returned within 365 days of purchase provided they are unopened, unmarked, and undamaged. No fees will be charged for returns made within 30 days. Returns made after 30 days will include a 10% restocking fee. All shipping charges are non-refundable. ***NON-REFUNDABLE ITEMS INCLUDE: Any discontinued products, Proclear Toric XR, Proclear Multifocal Toric, Encore Toric XR, Vertex Toric XR, Proclear Multifocal XR, Frequency 55 Toric XR as well as any discontinued products*** For more details, please follow the instructions below:

Please email customer service customerservice@visionpros.co.uk for a return merchandise authorization and returns procedure.

4.2 I received defective product on my last order; can I receive a replacement?

In the unlikely event you receive a defective lens, do not throw the lens away. It may need to be returned to the manufacturer for analysis. Provided the lens manufacturer deems the lens as defective, a replacement lens will be issued at no cost. Please note that defective lenses may only be replaced with the exact same lens and prescription only. We cannot issue refunds for defective items.

5.1 Do you accept Vision Insurance?

If you have an extended medical plan that includes vision coverage, then you can submit an itemized invoice to your insurer for reimbursement for your VisionPros.co.uk purchase.

  1. Verify your extended medical plan includes vision benefits. The reimbursement amount you receive is based on your individual plan.
  2. Place your order with VisionPros.co.uk.
  3. Promptly submit the itemized invoice you received in your VisionPros.co.uk confirmation email or shipment to your insurance company.

Questions?

Refer to our FAQ page or email us your questions or comments

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