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If you have recently placed an order with us but did not complete your payment you can find this order in your account under My Orders
This may show as 'In Progress' but should update within 20 minutes of submitting your order so that you can click to complete the order process.
If you are having a problem completing our form for your payment, please ensure you have entered all details correctly including your House name or number and postcode/Zip code.
Sometimes a browser may not pass the cookie required to complete this payment, in which case it is best to clear your cookies, quit the browser and try again.
If you're still having an issue making payment, please contact us through the contact form provided.
If you discover a problem with our Virtual Dispenser (prescription and lens system), please let us know through the contact form provided.
Have you noticed a problem with a product on our website? Is the image or description wrong or misleading?
Please let us know through the contact form provided.
Forgotten your password?
If you are having trouble accessing your account as you have forgotten your password, please request your password from the account login area.
We will email you with a link to reset your password.
Can't create an account?
If you are having trouble creating an account this may be down to several reasons:
Incomplete form - Please complete all required elements of the form (indicated by a red asterix) ensuring that the email address and password confirmation fields are identical.
Account already exists - This is a likely problem. You have registered with our website previously so a new account cannot be created with the same email address. Please log in with your email address and password. If you cannot remember your password please request it the your account login area.
If you are still having problems please contact us using the contact form provided.
Items in basket incorrect?
A very small minority of customers experience issues with wrong items in their shopping basket, this is often due to products being added to the shopping basket days before the purchase is completed and after we have updated our product library. The best solution to this problem is to clear your shopping basket then re-add the products you require again.
You can change the quantity of your items in your shopping basket, if you are having problems changing this quantity try using another browser as this sometimes resolves the issue.
If you have any other problems with items in your shopping basket, please let us know by contacting us using the contact form provided.
Have another question about our website? Please ask your question by using the contact form provided.
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