COMMON QUESTIONS (FAQs)

HOW DO I SIGN IN IF I CAN'T REMEMBER MY PASSWORD?

If you’ve forgotten your password, head to the Sign In page from the top right hand corner of the home page. If you’ve forgotten your password, simply click the Forgot Password link and we’ll email you a link to change your password.

HOW DO I SIGN IN IF I DON'T REMEMBER MY EMAIL ID?

Don't worry. We have got your back. Just message us on WhatsApp and we will help you in recovering your account.

WHY DID'NT I GET A FORGOT PASSWORD EMAIL?

If you can’t find the email we sent, check to see if it’s in your junk, spam, or bulk mail folder. To ensure future emails will always make it to your inbox, please add thelens.store to your “Safe Senders” or “Trusted Sites” list.

HOW DO I PLACE AN ORDER?

Ordering with TheLens.Store is simple! Our How to Order page will quickly teach you how to order a product. If you’re still having trouble, you can simply message us on our WhatsApp number 74168 47168 with your requirements and we will help you through the process.

HOW DO I ORDER IF I WEAR A SPHERICAL POWER LENS IN ONE EYE AND A TORIC POWER LENS IN THE OTHER?

If you wear different brands in each eye, start by entering the prescription for your right eye. On the product page for your brand, uncheck the box next to “Left Eye”. The page will refresh with the parameters for the left eye grayed out. Enter the parameters for your right eye according to your prescription or contact lens box and enter your name below the prescription. When you are done with the right eye, continue by clicking the “Add to Cart” button. You will be taken to the shopping cart and see the prescription you entered for your right eye.

To enter the prescription for your left eye, navigate to your brand using the search box or one of the product lists on the left side of the page. When you’ve found your brand and arrived on its product page, uncheck the box next to “Right Eye.” The page will refresh with the right eye grayed out this time. Next, enter the parameters for your left eye according to your prescription or contact lens box and enter your name below the prescription. When you are finished, click Add to Cart. You will arrive on the shopping cart page again, this time with the separate prescriptions for each eye listed. Review the prescriptions to make sure they are correct and then hit “Continue Order” to proceed.

HOW DO I ORDER IF I DO NOT HAVE A COPY OF THE PRESCRIPTION?

To find the correct information for your contact lens order, just look on one of your contact lens boxes. Your contact lens box will have a brand name and your prescription information.

Contact lens prescriptions vary based on the type of lens you wear (bifocal, toric, disposable contacts, etc.). If you don’t have a box, drop us a message on our WhatsApp number and we can complete your order process over the phone.

DOES SENDING A COPY OF MY PRESCRIPTION, GET MY ORDER FASTER?

Yes, uploading a copy of your prescription does help us in processing your order faster. However it results in creation of a manual order which is sent to you, on completion of the payment, your order is dispatched.

 

HOW DO I CHECK THE STATUS OF MY ORDER?

First, be sure to sign in! You can easily check the status of your current and past orders by clicking on my account, then click on account to go to the account page. Your “Order Status & History” will be visible under the order history tab on the Account page.

HOW LONG DOES IT TAKE FOR MY ORDER TO SHIP?

Most spherical power orders are dispatched in 24 hours however it may take up to 48 hours to process your order. We’ll dispatch your order once we verify your contact lens prescription as soon as possible. If you would like your order to ship immediately, you can send us a message on our WhatsApp number.

WHAT SHIPPING OPTIONS DO YOU OFFER?

All our contact lenses order above Rs. 499 come with free fast shipping and are delivered within 2-3 business days. Contact lens solutions are delivered within 5-6 business days.

WHAT IS THELENS.STORE'S RETURN POLICY?

We offer a 7 day limited return policy on all orders, provided the product received is incorrect or is different from what you ordered, as long as the lenses are unused and in their sealed packaging, and the box is sealed as well.

 

DO YOU ACCEPT CASH ON DELIVERY ORDERS?

No, we do not currently provide COD. However, we are figuring out a way to launch it in the future. We currently provide payment options for credit, debit and other popular portals. All our payment gateways are 128-bit SSL encrypted.

HOW DO I USE A COUPON CODE ON MY ORDER?

On the payment page, on the right hand side of the page is the Gift Card or Coupon Code field. Once the coupon is applied, the discount amount would be shown, and you can proceed to pay the remaining amount using any form of payment method.

HOW DO I PAY FOR A THELENS.STORE PURCHASE?

THELENS.STORE offers you multiple ways to pay for your purchase these include: Debit Cards, Credit Cards, Net Banking, PayTM, UPI and other wallets.

DOES THELENS.STORE SELL BRANDED CONTACT LENSES?

Yes, we sell the exact same contact lenses as you would from your eye doctor or from a retail store, including all of the major brands like Acuvue®, Soflens®, Air Optix Aqua®, PureVision®, Focus® and Bausch & Lomb® as well as hard-to-find specialty lenses such as toric, colored, bifocal, multifocal and disposable contact lenses. We even sell colored torics and a specialty lens that can be made with any spherical power and with any cylinder.

HOW DO I ORDER GAS PERMEABLE CONTACTS ON THE WEBSITE?

Currently, RGP lenses can be ordered only through email or by messaging us on our WhatsApp number.

WHAT IF I CAN'T FIND MY CONTACT LENS BRANDS ON THE WEBSITE?

If your brand isn't available on the website, there's a chance it's coming soon on the portal. However, you can still place the order for your brand by emailing us or messaging us on our WhatsApp number.