Frequently Asked Questions


What payment methods can I use?

We accept the following payment methods:

1. Credit/Debit Cards:

- Mastercard
- American Express

2. PayPal

Is payment through Lens Lounge safe?

Yes, payment through Lens Lounge is 100% safe and secure. We use the latest payment security systems, such as Global Payments to ensure 100% security and safety when processing transactions on our website. We update them regularly and work closely with our partners to ensure the highest quality in payment security is continue. There has never been issues over unsafe payments through Lens Lounge.

Why do we need a contact lens prescription from you?

As a company registered with the UK General Optical Council, it is under law that we must receive a contact lens prescription from all our customers before providing them with contact lenses. This ensures we are able to be 100% sure we are supplying the contacts that are right for you and look after the health of your eyes properly.

How do subscriptions work?

Subscriptions are available on certain products such as contact lenses, giving you the option to schedule your contact lens re-ordering to certain dates which suit you best. This way, you’ll never have to worry about having to re-order. Check out our subscriptions page for more information.

How do I use a promotional or discount code? 

If you have received a promotional or discount code from us or a third party, simply take this code and enter it within the basket page as you are proceeding to checkout.

How do I cancel or amend my order?

If you have made a mistake with your order or need to cancel after the payment has been made, please get in touch with our customer service team at or give us a call on 01706 824 062.

How do I Return an Item?

In order to return an item, your order must be returned in its original state to our office within 10 working days from the delivery date. You can download a returns note here.

Please refer to our returns information page for more guidance on making a return.

What delivery methods are available?

We use Royal Mail for all our orders with orders over £50 dispatched free via standard 2nd class and for all orders over £110 dispatched free via standard 1st class.

Check out our delivery information page for more details.

How long is delivery?

Orders placed before 4pm will be dispatched on the same day but we’ll notify you if something changes. Delivery time is usually:

2-3 working days for stock items.

3-5 working days for non-stock items.

How can I contact Lens Lounge?

There are two ways you can contact us.

Firstly, via email at

Alternatively, you can call one of our friendly staff on 01706 824 062.