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Frequently Asked Questions (FAQ's)

Placing your order

Q: What contact lens details do I need to place an order?

While ordering contact lenses you will be asked to select certain parameters of the product that you are interested in. If you have a contact lens prescription from your eye doctor, you might see some of these parameters on it. We'll explain what each of them means below:

OD - Right Eye
OS - Left Eye
Brand Name (e.g. Acuvue)
BC / Base Curve (a number between 8.0 and 10.0) - the "roundness" of the lens (the higher the number, the flatter the lens)
DIA / Diameter (a number between 13.0 and 22.0) - diameter of the lens (the higher the number, the wider the lens)
SPH Power / SPH / Sphere / Rx (a number between -20 and +20) - corrective power of the lens

For astigmatic patients, you will also need to provide:
CYL Power / CYL / Cylinder (a number between -4.00 and +4.00) - lens power for astigmatism, can be minus (for nearsighted astigmatism) or plus (for farsighted astigmatism)
Axis (a number between 0 and 180) - the lens meridian that does not contain a cylinder power, used to correct astigmatism
CYL Power / Cylinder and Axis are usually separated by "X" and read as "times"

For presbyopic patients, you will also need to provide:
ADD (a number between 0.75 and 3.00, with or without "+") - an added plus power at the bottom of the multifocal or bifocal lens
While ordering CooperVision multifocal lenses: Dominance (D or N) - Eye Dominance and Non-Dominance. Dominant eyes are prescribed lenses with distant-centered design and non-dominant eyes with near-centered design.

Q: Is there a way for me to easily make the same order as previously?

Yes, there is. All you need to do is log into your account and click "Repeat my last order" from the drop down menu on the right. Note that the system will use your most recent order as a reference.

Q: Can I order colored contact lenses not knowing my eye parameters?

We do not recommend ordering any kind of contact lenses without visiting an optician and determining your eye's parameters first. There are many reasons for that and we will list just a few below:

  • an optician or an eye doctor with examine your eyes to make sure that you will be able to wear contact lenses without any issues
  • they will check your eyesight to see if you need prescription lenses or not
  • they will determine your eye parameters and tell you what BC and DIA are best for your eyes, which is very important. Badly fitted contact lenses can cause discomfort, eye irritation and potentially an eye infection
  • they will show you how to put in and take out contacts correctly and safely
  • they will teach you how to clean and store them properly
  • they will recommend the best lens care solution for your eyes (people with tendency for dry eyes will need a solution with moisturizing properties)

To sum up, we do not recommend ordering colored contacts without knowing your eye parameters.

Q: Do I need a contact lens prescription to place an order?

Due to FDA regulations we are required to verify contact lens prescriptions from all customers based in USA. This includes orders for zero power (plano) lenses for cosmetic and costume purposes. Your contact lens prescription needs to be valid and issued by a qualified eye health specialist. If you don't have a copy of your contact lens prescription, you can provide us with your eye care provider details and we will obtain your prescription from them.

American customers ordering only contact lens cleaning solutions and eye drops are not required to provide a prescription.

Q: Can I use my glasses prescription to get a pair of contact lenses?

No, these two types of prescriptions differ quite substantially. Firstly, your glasses sit on your nose at some distance from your eyeballs, which means that their spherical powers responsible for your crisp vision will be different. Secondly, in your contact lens prescription you will find eye parameters, which don't feature in your spectacle prescription, such as B.C. or DIA. Sometimes your eye care practitioner will also put a brand name on your lens prescription, to make it easier for you to choose the right product.

Q: How do I upload my prescription?

There are three ways you can do that during checkout:

  1. You can upload it by choosing "I want to upload an image of my prescription" option and selecting a file from your computer/mobile device.
  2. You can provide us with your doctor's details so we can contact them and ask them to verify your prescription for you.
  3. You can e-mail us your prescription using the verify@OptykRozmus.com address.

Q: How do you verify my contact lens prescription?

If you e-mail or upload your prescription to us, we have all the details we need to be able to verify it's validity with your doctor as their contact info should be featured on the scan. If you decide to provide us only with your doctor's contact details, we will contact them and have them check whether the items you added while shopping with us match your prescription. Your eye care provider has 8 working hours to get back to us which does slow the process down a little but provides you with that extra level of protection. According to the Federal Law, your eye care provider is required to give you a copy of your prescription, so remember to always ask for it before the end of your appointment.

Q: How can I speed up the ordering process?

To speed things up, make sure to upload your contact lens prescription during checkout or e-mail it to us at verify@OptykRozmus.com. When e-mailing your prescription, please mention your order number in the title of your message. Also choose the fastest shipping method offered for your delivery location.

Q: I want to buy a pair of cosmetic contact lenses but I am confused about the quantity per box. What does '1 x 2 lenses' in the drop down menu mean?

It means that there are 2 identical contact lenses in one box. They are packed like this by the manufacturer and we never unpack a sealed box. If you need different prescriptions for each eye, you need to buy two boxes, each pair with a different prescription. That way you will receive 2 pairs of contact lenses. If you wear the same prescription in both eyes, all you need is one box, which you can select from a drop down menu for either eye (left or right).

Q: What are the payment methods you accept? Do you use PayPal?

We accept both credit/debit card payments and money transfers. If you want to make a cash transfer, please use payU as a payment processing provider at the checkout. We don't use PayPal. Instead we use TPay and PayU, who process payments for us and are fully PCI DSS compliant. Also they are very easy to use and informative at all stages of your transaction.

Shipping

Q: How much does shipping cost?

The shipping cost of your order depends on the destination country of your order, the selected shipping method and the parcel's weight. We don't have fixed shipping rates because a parcel containing 1 pair of contact lenses is very light and should not be overcharged for shipping. On the other hand a box of 180 daily lenses is quite heavy, so we have to charge a bit more for its delivery. For more detailed shipping information visit our delivery policy page.

Q: Where do you ship?

We ship all around the world with the exception of Korea and Iran due to local regulations. Basically anywhere else in the world that you would normally be able to receive post from your national postal service. You can read more about shipping in our delivery policy.

Q: How long does the shipping take?

The delivery times are based on several factors, which include: your destination, the shipping method you selected during checkout and how quickly we can assemble and ready all the products you've ordered. Most items are ready to be sent same day but please allow for 1-2 working days from placing an order. Some custom made items or contact lenses with very high SPH or rare prescriptions may take longer to ship as we may not have them in stock. During exceptionally busy periods such as Halloween or Christmas, the wait can extend up to 4 working days. Orders for USA customers can only be dispatched once we have verified their prescription.

We will use the delivery methods you chose during checkout. If it is convenient, supply your office address if no one is at home to sign for your delivery.

For USA as well as international delivery services we use USPS and other appropriate national postal companies depending on the destination country.

Approximate delivery times (may vary):

2-14 working days for USA if using Global Express
7-15 working days for USA if using USPS standard delivery

1-3 business days for UK if using DHL Express or TNT/FedEx
2-5 working days for UK if using DPD Classic
2-9 working days for UK and rest of Europe if using Global Express
5-10 working days for UK and rest of Europe if using standard delivery

2-23 working days for Australia and rest of world if using Global Express
15-30 working days for Australia and rest of world if using standard shipping

Delivery time is based on estimation only. All shipping times are subject to customs clearance, transport conditions and volume of mail traffic. Optyk Rozmus cannot be held responsible for delays or parcels being lost during the delivery process. If you suspect your parcel has been lost or there is some other problem with your delivery please get in contact with us.

For UK orders:

For courier shipping to UK you can choose DHL or TNT/FedEx. Parcels going to UK via DHL or TNT/FedEx take 2 working days to be delivered. These shipping times refer to orders that are marked as "dispatched".

At the moment we do not offer a courier shipping option for USA. For more information visit our delivery policy page.

After you've ordered

Q: I've been waiting a very long time for my order to arrive. Where is it?

Occasionally delays in shipping occur. We work very hard to be proactive and always inform our customers about any possible delays that might affect their order. If you haven't heard from us, please check your SPAM folder. If your parcel has already shipped and you selected a delivery option that includes tracking, you can also check where it is by logging into My Account, going to My Orders and finding the tracking information under your last order and clicking the tracking link. In case of further questions and issues, please contact us and we will be happy to help.

Q: I've opened the blister pack and the lens is torn / has a crack / is of a totally different color to what it should be. Can I return it?

Yes, absolutely. This is very rare but if you spot a crack or a tear on your lens, even though you haven't touched it, it means that the lens is faulty and you should not wear it. Instead, please send it back to us as we report any and all faults to the relevant manufacturer. We will send you a replacement or a refund. If the lens crack or tear appeared after you've been using it, it is possible that it stems from improper handling, in which case we won't be able to refund you.

You are also eligible for a refund or a replacement if, upon opening the blister pack/vial you notice that the color of the lens doesn't match the product label (eg. the box says Adria UV 55 Green and the lens is black). This indicates a packaging issue at the manufacturer and will also be happily resolved by our Customer Service Team, just let us know.

Q: I ordered a pair of lenses but don't want them now. Can I have my money back?

Yes, this is part of our problem free 100% money back guarantee. We will happy refund you, no questions asked for any unopened or damaged product returned to us. Just get in touch with us for a returns number so we know its for you when it arrives.

Q: I ordered a pair of colored contacts but I don't like the way they look on me. Can I return them?

Unfortunately we don't accept returns of opened boxes of lenses, unless they are clearly faulty or we have made a mistake by sending an incorrect product. Contact lenses are sterile, medical products that, when opened, cannot be reused and therefore it's impossible to return them to the manufacturer. Colored contacts presented on our website can look different on different people as most of them are not totally opaque and will blend with your natural eye color. What's more, some people's pupils are naturally quite small, so there is always a chance that in these people, their natural eye color will be visible around the edge of the pupil in the pupil hole of the lens.

Color contacts are a bit like hair dyes - everyone's final effect will be different and there is no single effect that a color contact lens could be guaranteed to provide.

Q: I have been ordering a particular brand of lenses for years, but recently it changed and the packaging is different/ the color / pattern of the lens is slightly different.

Occasionally contact lens manufacturers change their packagings or labels to refresh their brand - there's nothing to worry about, the product inside is exactly the same. While on this topic we should be clear: we never sell counterfeit or repackaged products, only ever originals direct from the manufacturer and never a 3rd party supplier.

As for the differences in color or pattern of a colored lens, it is extremely rare but possible that the manufacturer has slightly changed the look of their product and one batch looks different from another. If you think you might have been affected by something like this, please contact us and we will do our best to make it right for you.

Q: You sent me a wrong prescription/a wrong product. What do I do?

Nobody's perfect and sometimes mistakes happen for which we apologize sincerely. Please contact us at cs@optykrozmus.com and together we will arrange a return. We will also be happy to give you a discount to help make up for the inconvenience. More details about returning a parcel can be found in our returns policy.

Q: How can I tell if I bought an incorrectly fitting pair of lenses?

Too small contact lenses will probably irritate your cornea and cause a fair bit of discomfort. On the other hand contacts that are too big will also irritate the surface of your eyes from moving around too much and not applying pressure evenly across the surface of the eye. You may also encounter some problems while inserting a poorly fitting lens - its not going to want to sit on your eye properly. We highly recommended that you get your eyes tested and perform a lens fitting session before buying a pair of contact lenses as wearing a poorly fitted pair may lead to eye irritation and even eye injuries. Your local optician will be able to do this for you and again we highly recommend that you do this before buying contact lenses for the first time, even if you don't need a prescription to buy contact lenses in your region.

Q: How do I know if my contact lenses are overdue?

There are no visible signs of a lenses expiration – they may feel, look and smell just fine. It is important therefore to remember when to replace a particular pair of contacts with new ones – if you find it problematic, write it down or keep the labels. Using an expired pair of contact lenses may cause immunological reaction which in turn can lead to severe eye irritation, infection and injury. If in doubt, err on the side of caution and use a new fresh pair and discard the old ones. Remember to use a new contact lens case every time you start a new cleaning solution or sooner if advised to do so by your eye care practitioner.

You can request a reminder e-mail from us around the time when you'd be running out of your supply of lenses. Simply go to "My Account" > "My Details" and set a date under "On what date would you like to be reminded to place another order?"

Q: Can I flush contacts down the toilet?

Don't flush your contacts down the toilet. Instead, chuck them in your regular waste bin. The artificial materials that contact lenses are made of - hydrogel and silicone-hydrogel - are not biodegradable, which means that they fall apart into tiny pieces, but are not decomposed by living organisms and therefore constitute a threat to water systems and animals who live in them. People who flush contacts down the toilet contribute to water pollution, so please don't do it.

We recommend waste recycling whenever possible. Chuck lens and lens solution cardboard boxes into your paper container and solution bottles into the plastic one. Lens blister packs and lens cases can also be recycled as they are made of polypropylene. Take care of your environment according to regulations in your region.

Q: Where can I find discount codes for your store?

The only platforms that we use to share valid discount codes are:

  1. Our mailing list (sign up now)
  2. Our social media accounts: Facebook and Instagram

We do not feature on popular voucher sharing websites and you can be sure that discount codes published there are not going to work on our website.