Frequently Asked Questions
How do I place an order?
Orders can be placed via the website through your online account, by email info@firstcontactlenses.com or by phone 01686 611 359.
How do I check on the status of an order?
For order updates, simply ring us on 01686 611 359 or use our handy online chat feature, “Let’s Talk.” A member of our team will be happy to assist you.
How can I check stock?
On our website, each product category includes an estimated delivery time. This will show if the item is in stock (next working day) or if it needs to be ordered in (3-5 working days delay). If your order is urgent, please contact us and we will confirm availability and a more specific delivery date. We can also advise on alternative products / pack sizes
How can I request an up-to-date catalogue?
You can do this by filling out the form here.
What should I do if I have received a damaged or incorrect item?
In the event of any damages or incorrect items received, please contact us on 01686 611 359 and we will work quickly to resolve the issue. In the case of damaged items, we may request photos to help us address the situation with DX or Royal Mail.
Do you charge for trial lenses?
Trial lenses are free except for B&L PureVision and Soflens ranges plus Coopervision made to order lenses and Proclear Toric. Orders consisting solely of trial lenses will be subject to the usual £3.50 handling charge that applies to orders under £35.00. Trials are limited to a maximum of 2 monthly lenses or 10 daily lenses per prescription at a time and topping up of trial bank stock is allowable on request.
How can I return lenses?
Unwanted lenses purchased in the last 3 months that are still in resaleable condition (unmarked, undamaged and unopened) can be returned for full credit to the following address:
Returns Department,
First Contact Lenses Ltd
Unit 33, Mochdre Industrial Estate,
Newtown, Powys, SY16 4LE
Please include a note with your practice name & postcode, the reason for return and the patient reference to help us match the goods to the original order.
I’m struggling with the website
If you’re new to the website, feel free to contact us for a website orientation. We strive to make the website as user-friendly as possible, so if you encounter any issues or have any suggestions, please let us know. Your feedback is important to us.
How can I set up an automatic replacement for a future date?
These can be set up on our website just like placing a regular order. When you select the “auto replace” drop-down feature, the first shipment will be processed immediately. If you’d like the replacement to be scheduled for a specific future date, simply give us a call or email info@firstcontactlenses.com with the patient details, and we’ll set it up for you.
Can I bring a patient’s automatic replacement forward?
Yes, you can easily adjust the replacement date on our website. Simply search for the patient’s name under the “Automatic Replacement” tab, select ‘Edit Order,’ then choose ‘Change Next Recurrence Date.’ From there, you can select the new date and update it, and we’ll take care of the rest.
How does your invoicing/statements work?
Priced delivery notes will be included with your practice orders or, for direct-to-patient deliveries, emailed to you on the despatch date (patients will receive an unpriced delivery note). We issue one invoice per month, covering all lens deliveries for that month. Invoices are sent on the 1st or 2nd working day of the month following, with statements sent separately shortly after. If you’re missing a delivery note, invoice or statement, just give us a call and we’ll resend them promptly.
My home delivery patient hasn’t received their order?
Please contact us and we’ll confirm the despatch date and then track it with Royal Mail and then resolve any issues arising.
I ordered XR Toric/Multifocal Torics and they still haven’t arrived.
The manufacturers quote 15-20 days delivery time on these, so please allow for this.