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FAQ 

1. Lensplaza

 

2. My contact lenses

 

3. My account

 

4. Terms of payment & delivery

Payment

Delivery and shipping 

 

5. Cancellations, returns and exchanges

6. Right of withdrawal

1. Lensplaza

Who are you?

Lensplaza is an online shop for contact lenses and solutions. Our primary goals are to offer our customers contact lenses at an affordable price and provide a high level of customer service. For more information please visit our About Us page.

How can I contact you?

If for any reason you wish to contact us, please use our contact form or write us an .

Is Lensplaza secure?

Yes, your security is of great importance to us. Our webpage is fully compliant with the prevailing online safety norms and we offer a secure, SSL encrypted connection for the checkout procedure. To find out more about Lensplaza, please click here.

How can I place an order?

The ordering process at Lensplaza is simple:

   1.  Select the product and choose the packaging size
   2.  Enter your prescription for your left and/or right eye
   3. Choose the quantity and click on “Add to cart” to add products to your shopping basket
   4. Click on “Show shopping cart” (or “Continue Shopping” if you want to buy more products)
   5. Click on “Checkout” to proceed with your order
   6. Enter all relevant information and choose your payment method
   7. Check your order details, agree to our terms & conditions and click on “Place order” to finish your purchase at Lensplaza

If you want to place a previous order again, sign into your account and click on “Reorder” to add the products to your shopping cart.

Do you sell contact lenses with UV protection?

Yes. To have an overview about our range of contact lenses with UV-protection, please follow this link

2. My contact lenses

Does it matter which lenses I use?  

Yes. Different kinds of contact lenses are used to correct different eyesight deficiencies. Please consult an optician or ophthalmologist to determine which lenses suit you best and your correction values. To learn more about the different kinds of contact lenses and their advantages follow this link.

How do I insert my contact lenses?

Inserting contact lenses might be a bit tricky for beginners. To help you learn the process, we have put together a short instruction here

Why do I need my power values? And where can I find them?

Your power values determine which level of correction your eyes need and are essential for correct sight. You can usually find these on the packaging of your current contact lenses or the prescription of your optician or ophthalmologist. If you are in doubt or do not know your power values, please contact an eye specialist.

How often should contact lenses and eyes be checked?

It is very important to visit an eye specialist at least once a year to determine changes in the eye in time.

I want to know more about contact lenses!

To learn more about the different kinds of contact lenses and their advantages follow this link.

3. My account

How can I access my account if I have forgotten my password?

If you have forgotten your password please follow this link here and enter your Email address. You will receive a link to reset your password. 

How do I update the information in my account?

Please login and edit your information in your address book, which you can find on your dashboard.

How do I look up my order status?

If you have registered with us, you can always check the status of your order online. Just login to your account here.

4. Terms of payment & delivery

Payments

How can I pay for my lenses?

You can choose between iDeal, Bancontact, PayPal, Maestro, Master Card or Visa. The price of your order remains the same regardless of the payment method used.

Lensplaza_payment_method

iDeal: With iDEAL, you can pay directly from your bank account via your familiar banking environment. Lensplaza immediately receives a payment confirmation. iDEAL is available for all internet banking customers of the participating Dutch banks.

Credit card or debit card: We accept MasterCard, Visa and Maestro / Bancontact. The amount will be debited automatically from your account if you choose this payment method in the checkout. The Belgian payment system Bancontact can only be used by customers with a Bancontact embossed bank card.

PayPal: If you choose to pay via PayPal, you will be redirected to the PayPal website where you are asked to log in to your account and confirm the payment.

Is it safe to enter my payment details?

Yes, your security is of great importance to us. Our webpage is fully compliant with the prevailing online safety norms and we offer a secure, SSL encrypted connection for the checkout procedure. To find out more about Lensplaza, please click here.

Where can I find the credit card check number?

The credit card check number is a sequence of 3-4 digits printed on the back of your credit card.

Delivery and shipping

Do you have delivery charges?

Shipping is free of charge for orders of €30 and above. Otherwise we charge €3.90 per order.

When will my contact lenses be delivered?

If you order before 8.45 pm and we have the product in stock, you'll receive your order the next business day. If any product is not in stock, we'll do our best to get your shipment to you within 1 to 4 business days.

Once you've entered your lens strengths, you can check the availability of your lenses in the small box below the lens strengths.

We do everything to ensure delivery within 1-4 business days. However, unforeseen circumstances over which we have little control might delay your delivery slightly. If you have registered with us, you can always check the status of your order online here. If in doubt, do not hesitate to contact us via our contact form.

Do you ship outside of the Netherlands?

Yes, we deliver to the Netherlands and to Belgium.

You can order your contact lenses from the Dutch store here

You can order your contact lenses from the Belgian store here

Do I have to be home when my package arrives?

Not really. We attach great importance to your convenience during the ordering process. That's why we try to send your order in a package that fits into your mailbox, so you don't have to wait at home for your order to arrive. If your package does not fit into your mailbox, we'll ship your whole order by parcel post as usual.

Who will deliver my order?

Customer satisfaction is very important to us at Lensplaza. And because we've found that most of our customers are very happy with PostNL, we ship all our orders with PostNL. Furthermore, PostNL delivers packages on Saturdays, so we can deliver your packages faster.

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5. Cancellations, returns and exchanges

Order cancellations and changes

If you want to change or cancel your order, please contact our Customer Service Department as soon as possible. You can reach us from 9.00 am to 4.30 pm on Mondays to Thursdays and 9.00 am to 2.30 pm on Fridays by phone on +31 (0) 85 – 40 11 975, via email at or via our contact form. If you want to change your order, make sure you clearly specify which parameters of your order should be changed.

How can I return my products?

At Lensplaza we want you to be happy. This is why you can return your products easily and free of charge at any point in time. If you decide to return your products, it is advantageous to reuse the original package as you need the original post label. On the post label you will find a reply number and your order number. Both numbers are important as they ensure that the return is free of charge and can be clearly assigned to your order. However, if you need a new label, you can download it as indicated below.

Please follow the steps below:

1. Reseal the original package securely. Make sure the original label, including the reply and order number, is readable.

If the original label is unreadable, you can download a returns form including a new label here. Please fill out the form, put it into the package and stick the new label on the package.

2. Hand in the package at a PostNL shop near you and send it back for free. We do not request any shipping receipt, but in case the package is lost it is advisable to have one! If you wish to return the package with another carrier, you have to bear the total the shipping costs.

3. In most cases, your return will be processed within 5 business days (Mondays-Fridays).

4. Once your return has been processed and accepted, you will receive a confirmation via email.

5. We will refund the original shipping costs (if applicable) together with the cost of the returned products as soon as possible. You will receive your money by the payment method you used to purchase the goods.

If you have questions or encounter any difficulties, please contact our Customer Service Department so we can help you. You can reach us from 9.00 am to 4.30 pm on Mondays to Thursdays and 9.00 am to 2.30 pm on Fridays by phone on +31 (0) 85 – 40 11 975, via email at or via our contact form. We will do our best to find a joint solution to your problem.

How can I exchange my products?

Please follow the same process as described above (product returns) and return the wrongly ordered products to us. We will refund the full amount including shipping costs (if applicable) as soon as possible. Place a new order for the products you want. The delivery process for your newly ordered products goes as usual.

What if I want to return/exchange only a part of my order?

If you only want to return or exchange a part of your total order, please take out the product(s) you want to keep. Make sure you only send us back the product(s) you want to return or exchange. Please reseal the package securely and follow the steps described above. Once we have processed your return, we will refund the price of the goods you returned. As you only return part of your order, shipping costs will not be refunded.


6. Right of withdrawal

Your right of withdrawal

You have the right to withdraw from the agreement within 14 days without giving any reason.

The withdrawal period expires 14 days after the day on which you or a third party designated by you, who is not the carrier, physically receives the goods.

To exercise the right of withdrawal, you must inform us of your intention to withdraw from this agreement by an unequivocal statement (for example, a letter sent by post, fax or email). To comply with the withdrawal deadline, it is sufficient for you to send your notification concerning your exercise of the right of withdrawal before the withdrawal period has expired.

Consequences of withdrawal

If you withdraw from this agreement, we shall reimburse to you all payments received from you, including the costs of delivery (with the exception of any supplementary costs resulting from your choice of a type of delivery other than the least expensive type of standard delivery offered by us), without undue delay and in any event not later than 14 days from the day on which we are informed about your decision to withdraw from this agreement. If you return only part of your order, the costs of will not be refunded. We will pay you back with the same payment method with which you conducted the original transaction, unless you have expressly agreed otherwise; in any case, you will not be charged for such a refund. We may wait with refund until we have received the goods back, or you have shown that you have sent the goods back, whichever comes first.

You must return or hand over the goods to us without delay, but in any case no later than 14 days after the day on which you notify us of the decision to withdraw from the agreement. You are on time if you send the goods back before the 14-day period has expired.

The direct costs of returning goods will be borne by us.

Our return address:

Returns Lensplaza
Antwoordnummer 6032

3990VB Houten

The Netherlands

You are only liable for the value of the goods resulting from the use of the goods, which goes beyond what is necessary to determine the nature, characteristics and functioning of the goods.

   CHAT WITH US

Fast free shipping

Your order will be shipped the same day if the order is placed before 8.45 PM and all items are in stock (Sunday-Friday).

For orders of 30€ and more shipping is free of charge.

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Free Return at Any Time

Should you, for any reason, not be satisfied with your product you can apply for an exchange or a full refund at any time!

Secure shopping and payment

We use an encrypted connection and multiple, secure payment methods to provide you a safe online shopping experience.

Betaalmethoden: Visa, Mastercard, Paypal, iDeal, Bancontact, Maestro
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