Customer Help
Our happiness team is always here to assist.
Common purchase queries answered
Orders and Shipping
We offer DHL Express and Registered Mail delivery within the European Union. DHL is the fastest option, while Registered Mail is a cost-effective tracked service.
DHL Express usually delivers within 1–3 business days.
Registered Mail typically arrives in 3–7 business days, depending on your country.
Some postcodes are classified by DHL as remote areas, and DHL Express may not be available there. You can still choose Registered Mail, which covers all EU addresses.
No. We ship from within the European Union and deliver only within the EU.
No import tax, no customs fees, and VAT is already included in the price.
Once your order ships, you’ll receive a confirmation email with a tracking number.
You can follow your parcel in real time via the carrier’s website.
If your order hasn’t been packed yet, we can usually update or cancel it.
Please contact us as soon as possible — orders go out quickly.
We accept major credit and debit cards, PayPal, Apple Pay, Google Pay, and other secure online payment methods depending on your region.
If you need to swap an item
Returns and Exchanges
Yes — unopened, undamaged, and originally sealed boxes can be returned within our return period.
For safety and hygiene reasons, opened boxes cannot be returned unless there is a manufacturing defect.
If the boxes are unopened, we can exchange them for the correct prescription.
If you’ve opened them, contact us — we’ll try to help depending on the situation.
We’re very sorry! Contact our support team with your order number and photos.
We will replace the items or refund you immediately.
Yes. If you suspect a manufacturing issue, send us photos and batch details.
We’ll arrange a replacement according to the manufacturer’s guidelines.
Once the returned items arrive and are inspected, refunds are issued within 3–5 business days to your original payment method.
If the return is due to our mistake or a defective product, we cover all costs.
For voluntary returns (like changing your mind), the customer covers the return shipping.
Common product queries answered
Prescription & Product Help
Your prescription usually includes:
PWR/SPH – your power or dioptres
BC – base curve (the curve of the lens)
DIA – diameter
CYL & AX – for toric lenses (astigmatism)
ADD – for multifocal lenses
These numbers must match the lenses you order for proper fit and comfort.
No. Glasses and contact lenses require different measurements.
You need a contact lens-specific prescription from your optician.
Daily lenses — use once, no cleaning
Monthly lenses — reusable for up to 30 days
Toric lenses — for astigmatism (require CYL & AX)
Multifocal lenses — for presbyopia (require ADD)
Each serves a different need, and your prescription will indicate which type you require.
Most people have different prescriptions for each eye.
Even if both eyes are the same, both selections ensure correct processing, especially for Smart Refill auto-reordering.
These are manufacturer-defined for each lens model.
Only opticians can prescribe alternatives — choosing the wrong BC or DIA may reduce comfort.
Our subscription purchase plan
Smart Refill
Smart Refill automatically sends you new lenses at your chosen interval—so you never run out again.
Yes — every Smart Refill order includes a 5% discount, applied automatically.
You’re charged only when each refill order is processed, not in advance.
Absolutely. You’re in full control — pause, skip, or cancel with no fees.
Yes. You can edit your delivery or payment information at any time in your Smart Refill settings.
You can update your prescription and future refill orders will follow your new values.
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