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Delivery costs and times

Delivery costs

DHL Express

Orders under £49

£5.9

Orders over £49

£5.9

UPS Express

Orders under £49

£5.9

Orders over £49

£5.9

UPS Access Points

Orders under £49

£3.9

Orders over £49

£3.9

Royal Mail

Orders under £49

£2.9

Orders over £49

FREE

Notes:

  • The price of postage is including VAT
  • Each price is final, no matter what the payment method, and includes packing and shipping
  • Shipping costs are NOT dependent on overall size and weight of the order
  • Free delivery promotions apply to standard delivery options (Royal Mail)
  • Shipments will only be dispatched when payment is complete
  • Additional £ 0,5 surcharge for the PayPal payment method

Adding products

Please note that considering the large volume of orders processed by our warehouse, we cannot guarantee the possibility to merge or change finalised orders. If you wish to merge more than one order, or add to or amend a completed order, please contact our customer service immediately, and we will assess the possibility on a case-by-case basis. This is only possible during customer service hours of operation (8am-4pm). Your order is considered complete at the moment of payment. If you wish to add something, you will need to make a new order, and additional, standard delivery charges will apply.

Delivery Times

Delivery service Estimated delivery time
DHL Express 1–2 business days from shipment date
UPS Express 1–2 business days from shipment date
UPS Access Points 1–2 business days from shipment date
Royal Mail 2–3 business days from shipment date

Notes:

  • If your order was placed before noon it will be shipped on the day you placed it
  • If your order was placed after 12 o’clock it will be shipped on the following business day
  • You will receive a track and trace number/link allowing you to follow the shipment online
  • Orders are not dispatched on weekends
  • Estimated delivery times apply from the moment a parcel is shipped and not from the moment an order is made

Delivery times of non-stock goods

Thanks to our extensive stock, we are able to immediately send out 97% of all orders received. However, the dispatching of special contact lenses that are not stocked frequently depends on the delivery conditions of our suppliers and can take up to a couple weeks.

When choosing and ordering your lenses, you will be shown an indication of the expected shipping date on the product page. This may change once you have selected the parameters for your contact lenses.

Alensa non-stock products delivery times Alensa non-stock products delivery times

After you have selected your specific parameters, you will be shown a new estimated shipping time for those parameters, as shown above. Please note that the „in stock“ info indicates the general availability of a product from our company. It does not necessarily mean that your unique combination will be in stock. Please only refer to the expected shipping date revealed next to the drop-down menus for shipping information pertaining to your specific order. Any expected delay in delivery will be reconfirmed when you go to your shopping basket, and again in the order confirmation e-mail. The customer will be made aware when only part of his order is in stock at the time of order confirmation, and the order will be sent only when all products are available.

Orders containing both in-stock and non-stock goods

After you have selected the correct parameters for each of your desired products and before finalizing and paying for the order, please pay very close attention to each estimated delivery time for each individual product in your shopping basket.

Alensa non-stock products delivery times basket Alensa non-stock products delivery times basket

By confirming and completing payment for the order, the customer agrees that the entire order will be shipped only after all products are in stock. The dispatching of stock products before the dispatching of non-stock products will only be allowed under special circumstances. If desired, the customer can pay an extra delivery fee (equal to regular delivery costs) to receive the stock goods before the non-stock goods.

Problems with delivery

DHL Express requires a signature upon delivery. Please ensure someone will be present at your delivery address during business hours Monday – Friday.

We are not responsible for any delay in delivery caused by our logistical partners or situations beyond our control such as weather, holidays, etc. Please bear in mind we are providing an estimated delivery date suggested by our delivery partners. In rare situations, some parcels can arrive outside of the suggested timeframe. To ensure the smoothest possible delivery, please provide your complete address information (street name, house number, postal code and city) and a telephone number so our logistics partners can reach you, if necessary. Once your order has been shipped, you will receive a track and trace number where you can follow your shipment online. Do not hesitate to contact us if you notice any problems in the track and trace. Our customer service representatives will handle your questions promptly and efficiently.

If a parcel cannot be delivered for any reason, it may be held in a local post office of logistics centre for redelivery or collection. If unclaimed, the parcel may be returned to us or destroyed. Therefore, it is the buyer's respon­sibility to ensure the parcel will be received at the given address and to communicate with the delivery company directly with any inquiries once the parcel is in transit or stored. Destroyed parcels will not be replaced or refunded.

Claim protocol

Should a parcel be determined to be lost, missing, or delivered incorrectly, we will initiate a claim with our delivery partner(s) on your behalf. In order to initiate the claim, two confirmations are necessary: 1.) a signed affidavit from the customer stating that the parcel was not received; 2.) verification from the delivery company that the parcel has been mishandled.

Once the claim is in progress, we will quickly issue you a refund or send a new order, as you prefer. We cannot process refunds or send new parcels while a current parcel is in transit and until it is officially declared lost by the courier. Please be aware that each delivery company follows a different protocol, and may require a period up to 21 days to investigate and verify lost or misdirected parcels.

Damaged Packaging

Contact lenses and accessories are delivered in a sturdy container of sufficient size, thus you can be sure you receive your shipment undamaged and in good condition. However, if the box is damaged upon delivery, DO NOT ACCEPT the package from the logistical partner and specify the reason in the delivery protocol, such as „substantial damage to the box,“ „liquid leak“ etc. Please contact us immediately so we can quickly respond to the problem and provide you with a new delivery.

Reply to # - Cancel
#326
Ana

Dear Seller, I have placed this order Order No. 170259051 but it hasn't arrived and I thought you had a fast delivery - this is the 3rd time I order from you but it has taken longer and I need my glasses ASAP>can you please advise? and contact me to let me know where is my order or I better cancel it? kind regards, Ana  07900090387

#327
info@alensa.co.uk

Hi, Ana,

Please contact our customer service department at info@alensa.co.uk.

Thanks, Alensa

#321
Cservenyák

Dear Alensa! Unfortunately, my order has not been handled properly, so it will certainly be sent back to you, so I would like you to send it back as soon as possible. Please write this on my package. Cservenyák Natália (Cleaner team, not student) Cotswold flat 403 room 6 BS16 1ZH Bristol (UWE FRENCHAY CAMPUS, COLDHARBOUR Lane)) Cotswolds reception Hannah Curzon

#322
info@alensa.co.uk

Hi,

Please contact our customer service department at info@alensa.co.uk.

Thanks, Alensa

#317
Alison

Do you deliver to Greece? And how long would it take? Thank you!

#320
info@alensa.co.uk

Hi, Alison, In fact, we do! Please check here: https://www.alensa.gr/

Thanks, Alensa

#315

Hi do you deliver to Ireland

#319
info@alensa.co.uk

Hi, In fact, we do! Please check here: https://www.alensa.ie/

Thanks, Alensa

#303
Dana

Do you deliver to Israel? Many thanks Dana

#304
info@alensa.co.uk

Hi, Dana, Unfortunately, we do not yet deliver to Israel.

Thanks, Alensa

#301
Kirill

Hello! Can you deliver to Russia?

#302
info@alensa.co.uk

Hi, Kirill, Unfortunately, we do not ship to Russia at this time.

Thanks, Alensa

#298
MARION PORTELLI

DO YOU SHIP TO MALTA PLEASE? THANKS

#300
info@alensa.co.uk

Hi, Marion, We do, in fact, ship to Malta. Please visit alensa.com.mt.

Thanks, Alensa

#299
info@alensa.co.uk

Hi, Marion, We do, in fact, ship to Malta. Please visit alensa.com.mt.

Thanks, Alensa

#296
Elvis Zajšek

Hi, Do you delivered to Slovenia please? Many thanks Elvis

#297
info@alensa.co.uk

Hi, Elvis, In fact, we do! Please check out our Slovene website: https://www.moje-lece.si/

Thanks, Alensa

#292
Val

Hi! Do you deliver to Mexico please? Many thanks Val

#295
info@alensa.co.uk

Hi, Val, Unfortunately, we do not deliver to Mexico at this time.

Thanks, Alensa

#294
info@alensa.co.uk

Hi, Val, Unfortunately, we do not deliver to Mexico at this time.

Thanks, Alensa

#293
info@alensa.co.uk

Hi, Val, Unfortunately, we do not deliver to Mexico at this time.

Thanks, Alensa

#282
sergey

im curious do you guys deliver to USA, Minnesota? im looking for acuve osasys with transitions and the other uk website i frequently buy from doesnt have these lenses

#283
info@alensa.co.uk

Hi, Sergey, Unfortunately, we do not deliver to the United States at this time.

Thanks, Alensa

#279
Nina

Hello! Do you also deliver to Slovenia from any of the alensa websites?

#281
info@alensa.co.uk

Hi, Nina, Unfortunately, we do not. Please visit https://www.moje-lece.si/

Thanks, Alensa

#278
Nawal Alshibah

My item was dispatched since Wednesday 15th April and it shown on it is way to royal mail till now, more than 4 days?? And it said 2-3 business days to get the item. I want to be sure where is my item? And hopefully getting it before the end of next weekdays since I will travel and no longer be around

#280
info@alensa.co.uk

Hi, Nawal, Please contact our customer service department at info@alensa.co.uk.

Thanks, Alensa

#274
David

Hi, Can you deliver to Croatia?

#277
info@alensa.co.uk

Hi, David, Please visit Alensa.hr.

Thanks, Alensa

#272
Angela

Are you delivering to Cyprus at the moment please?

#273
info@alensa.co.uk

Hi, Angela, Yes, we should still be delivering to Cyprus. However, please contact our Greek customer service at info@alensa.gr for more information.

Thanks, Alensa

#270
Angela

Are you able to deliver to Cyprus at the current time please? Thanks Angela

#271
info@alensa.co.uk

Hi, Angela, Please contact our Greek customer support at info@alensa.gr.

Thanks, Alensa

#266
Logan

Hello, Do you deliver to the United States? Thank you, Stephen

#268
info@alensa.co.uk

Hi, Unfortunately, we do not yet deliver to the United States at this time.

Thanks, Alensa

#264
Gosia Szymocha

Do you deliver to home address?

#265
info@alensa.co.uk

Hi, Gosia, Yes, we deliver to home addresses.

Thanks, Alensa

#259
Moshe

Hi. Do you deliver to Israel?

#260
info@alensa.co.uk

Hi, Moshe, Unfortunately, we do not yet deliver to Israel at this time.

Thanks, Alensa

#256
Tali

Hi, do you deliver to Israel?

#257
info@alensa.co.uk

Hi, Tali, Unfortunately, we do not yet deliver to Israel at this time.

Thanks, Alensa

#254
Shelley

Deliver to usa yet?

#255
info@alensa.co.uk

Hi, Shelley, Unfortunately, we do not deliver to the USA at the moment.

Thanks, Alensa

#252
Wendy

Do you deliver to Australia and how much would postage be?

#253
info@alensa.co.uk

Hi, Wendy, Unfortunately, we do not deliver to Australia at the moment.

Thanks, Alensa

#250

Do u drliver to Brazil

#251
info@alensa.co.uk

Hi, Unfortunately, we do not deliver to Brazil at the moment.

Thanks, Alensa

#248
Shaimaa

Do u deliver to Portugal?

#249
info@alensa.co.uk

Hi, Shaimaa, Yes, we do, in fact, deliver to Portugal. Please visit our Portuguese website: https://www.alensa.pt/

Thanks, Alensa

#246
Ree

Hi, I'm looking to order the 90 box acuvue oasys 1 day lenses however I need the lenses to come within 1 weeks time. Can that be guaranteed? Thanks,

#247
info@alensa.co.uk

Hi, Ree, It depends on if we have the product in stock. If, after selecting your parameters, you see an indication of „in stock“, it means we have at least one piece available.

Thanks, Alensa

#239
Инна

Good afternoon! Do you deliver to Ukraine?

#240
info@alensa.co.uk

Dear Inna, We actually do deliver to Ukraine, in case you would like to order to Ukraine, we recommend you to use our Ukrainian website which is https://www.alensa.ua/. In case you have any questions do not hesitate to contact our customer service at info@alensa.ua we will be more than happy to assist you!

#238
Melissa Simon

do you deliver to the United States?

#241
info@alensa.co.uk

Hi, Melissa, Unfortunately, we do not deliver to the US at this time.

Thanks, Alensa

#233
Maximilian Neumann

Hi, is it possible to ship to China? I need some lenses with positive power but in here they are just having negative power, I don't know why. Happily awaiting your answer. Best regards, Max

#235
info@alensa.co.uk

Hi, Maximilian, Unfortunately, we do not ship to China at this time.

Thanks, Alensa

#231
Mark

Could I have an ordered delivered to a post office for collection ?

#232
info@alensa.co.uk

Hi, Mark, Yes, we offer collection services with UPS. Simply select UPS upon checkout.

Thanks, Alensa

#227
Peter

Next day despatch and 24hr.tracked Royal Mail delivery sounds very good and indeed I was advised of despatch of my lenses within 24 hours, the problem now is that 4 days later my lenses still have not even entered the Royal Mail tracking system!.

#228
info@alensa.co.uk

Hi, Peter, We do not offer next-day delivery; it is a time-frame of 2–3 days, and 24-hr Royal Mail is activated upon its reaching the UK (at which time, it is 24-hr). However, recently Royal Mail has had a bit of a delay, and we apologize for this inconvenience. Please contact our customer service department at info@alensa.co.uk should you have any questions. Thanks, Alensa

#225
Faiza

Hi I ordered this lens with the wrong address by mistake it is 102, Warwick Road, West Drayton, London Not 120, Warwick Road,

#226
info@alensa.co.uk

Hi, Faiza, Please contact our customer service department.

Thanks, Alensa

#218
Ian

Tracking shows item delivered Nothing has been recieved

#219
info@alensa.co.uk

Hi, Ian, Please contact our customer service department.

Thanks, Alensa

#215
A

Hi, My first experience ordering with you and so far not so good. Can I please request that my confirmation email is sent to me for order: 170285852 This should be standard once a transaction is processed and shouldn't have to be requested from the customer. I've also requested a password reset for my account, 3 times, and I've still not relieved anything. I have checked spam/junk folders. I've tried to call on the number provided in the comments section by yourselves (0203 514 5586) and it doesn't dial through. Reading other customers reviews and complaints on your website that are the same as mine, I'd highly recommend that you review/update your ordering and contact process.

#216
info@alensa.co.uk

Hi, Aly, Sometimes our email system does not get through to our customers, and we apologize for this inconvenience. Please call us at +442080892245 if you are still having trouble.

Thanks, Alensa

#211
A

I've also requested (three times) a password reset on my account and I've still not received an email - junk folder checked and everything.

#212
info@alensa.co.uk

Hi, Alyson, Please contact our customer service department. Thanks, Alensa

#208
Amna

I want to dispatch my order to my sisters house in Manchester but your web page not accepting her phone number

#209
info@alensa.co.uk

Hi, Amna, Please contact our customer service department.

Thanks, Alensa

#206
Chara Biza

I would like to ask if you deliver to Jersey Channel islands... Many thanks, Chara

#207
info@alensa.co.uk

Hi, Chara, Unfortunately, we do not deliver to the Channel Islands.

Thanks, Alensa

#204
Lee

Still waiting on my delivery - I’ve tracked it and there has been a delay for two days now - they should of arrived yesterday as I paid for express delivery

#205
info@alensa.co.uk

Hi, Lee, Please contact our customer service department.

Thanks, Alensa

#201
Dr Zaib Khan

Do you deliver to Pakistan?

#202
info@alensa.co.uk

Hi, Unfortunately, we are only EU-based at the moment and cannot deliver to Pakistan. However, we are always expanding to new markets, so we hope to have more optimistic news in the future!

Thanks, Alensa

#198
Sanam

When wil my contact lenses Arrive I ordered them on the Thursday 4 pm

#200
info@alensa.co.uk

Hi, Sanam, Please contact our customer service department.

Thanks, Alensa

#192
Justyna

Hi, I've placed two orders and haven't had a confirmation email. Both orders were for the same contact lenses but one said despatched within a couple days and the other despatched within a few weeks. I've sent you two emails enquiring about my orders but had no response. Order numbers 170206973 and 170287906. Can someone let me know the order status and estimated delivery please? Thanks

#193
info@alensa.co.uk

Hi, Justyna, Please contact our customer service department. Thanks, Alensa

#188
Deb

hi, do you deliver to USA? thanks.

#189
info@alensa.co.uk

Hi, Deb, Unfortunately, we are solely EU-based at the moment. However, we're always expanding and hope to have more optimistic news for you in the near future!

Thanks, Alensa

#186
Chris

Do you post to the Republic of Ireland please??

#187
info@alensa.co.uk

Hi, Chris, In fact, we do! It might be more helpful to contact us on our Irish e-shop, alensa.ie.

Thanks, Alensa

#182
hyoseon

Hi Sir or Madam, I have ordered two boxes of lense to Amsterdam. Will it be delivered to the Netherlands? Thanks!

#183
info@alensa.co.uk

Hi, Hyoseon, Please contact our customer service department with the relevant order number.

Thanks, Alensa

#167
Ivana

Hi there. I placed the order on Monday and still have not received the item. When checking tracking number (FQ838077045GB), it appears you are still preparing the item..It is now Friday!! I need these lenses for Monday 4th of Feb without any delay. Any feedback would be appreciated. Thank you. Ivana

#168
info@alensa.co.uk

Hi, Ivana, Please contact our customer service department.

Thanks, Alensa

#162
Peter

Hi, I received a note from Royal Mail dated 24DEC18, saying that they had left the item to the left of our front door. We were out of the country from 23-30DEC18 and the item is not where Royal Mail said it should be. I’m guessing it’s been stolen. The tracking number was: FQ835412366GB My Son is desperate for his replacement lenses, so can you please register the loss with the courier and arrange for a re-delivery. Many thanks and look forward to a speedy resolution to this issue. Regards, Peter Davies

#163
info@alensa.co.uk

Hi, Peter, Please contact our customer services department at info@alensa.co.uk.

Thanks, Alensa

#160
Angela

Can I ask why I was charged £4.90 delivery. I did not ask for DHL. I would have been quite happy with Royal Mail. Invoice UK15830206 Invoice Total £201.54 Angela Jordan

#161
info@alensa.co.uk

Hi, Angela, Please contact our customer service department.

Thanks, Alensa

#159
Jo

I ordered my lenses on the 24/11/18 and 10 days later they still haven't arrived. Supposed to be 2-3 days delivery. I have a Paypal receipt but not even an email from this company. I wish I'd seen the comments above as there seem to be a lot of problems with delivery. If I'd known then I would have ordered from somewhere else.

#169
info@alensa.co.uk

Hi, Jo, Please contact our customer service department.

Thanks, Alensa

#156
Marco Fonseca

Yesterday I have ordered lenses and I didn't receive any confirmation email. Can you please track my order and let me know if this will be delivered by tomorrow as it is very urgent that I get this. Order No.170117939 Total price£26.86 Payment successful

#158
info@alensa.co.uk

Hi, Marco, Please contact our Customer Service department.

Thanks, Alensa

#116
info@alensa.co.uk

Thank you for your recent comment. For our UK shop, unfortunately, we only deliver within the UK. We do however have many other E-shops delivering throughout Europe. The location we have e-shops in you can find on this link: https://www.alensa.co.uk/about-us.html

Team Alensa

#115
Hagit Avneri

Hi, Do you deliver international? Thank you, Hagit

#104
Karen

Hello, My order number is 157742 (dated 16/02/18). I have not received any dispatch email + tracking number from you yet. When will I possibly receive it? Many thanks.

#105
info@alensa.co.uk

Hi, thanks for leaving a comment, we have now responded to your personal email with further information.

#102
Maria

could you send me please the track number of my purchase.

#103
info@alensa.co.uk

Hi Maria,

We have now responded via your personal email.

#91
Sandy

Hi it indicates that a delivery was attempted but Im not able to find a card left by the delivery to go collect? Please help

#92
info@alensa.co.uk

Hi,

Thanks for leaving a comment. We have now responded via your personal email.

#89
rabia arshad

Hi there I ordered my lenses and solution on the 29th if November 2017 and I was told that they would be dispatched on the 30th November 2017 I still have not recieved them. Please can you look into this issue as I desperately need them. Thanks Rabia

#88
rabia arshad

Hi there I ordered my lenses and solution on the 29th if November 2017 and I was told that they would be dispatched on the 30th November 2017 I still have not recieved them. Please can you look into this issue as I desperately need them. Thanks Rabia

#86
Roxana

People may need something urgently and not receivong the products on time while paying more for the delivery it's really really not fair and i cannot even find a number to call to make a complain. But i hope other people who look at the comments see that. So be carefull don't pay for dhl delivery cause you're not gonna receive your order in 1,2 days .

#87
info@alensa.co.uk

Thank you for taking time to leave a reply. Delivery with DHL takes 1–2 business days after dispatch. This is why your parcel will not arrive on a weekend. If you wish to discuss this further, you can call us on 0203 514 5586.

#85
Roxana

It is not fair to pay for dhl delivery and receive it in 3 days.If i would have known that they are not coming 1 or 2 days i would've selected the normal delivery why should i pay more for nothing??? I'll never ever order from you again.

#83
JC

Thanks for your reply but it doesn’t make sense that you have such a discrepancy between the prices in your UK and Irish store, the one difference I’ve highlighted is huge and if you were serious about good customer service you’d address it. I won’t be using you into the future as a result.

#81
Lyana

Hello I'm living Israel and would you to arrange shipping there. Please, advise how? Thanks,

#84
info@alensa.co.uk

Thanks for leaving a comment.

Unfortunately, we do not ship to Israel at the moment. You can see all of the countries we operate in here:http://www.alensa.eu/

#80
JC

Thanks for your reply about shipping to Ireland... I looked at the Irish site, for 90 acuvue trueye lens it's €69.99 but the same lens are £45.97 on the UK site... that's a huge difference even with the exchange rate, can I get the UK price locked in?

#82
info@alensa.co.uk

Thanks for your comment.

We are unable to match prices on our Ireland e-store with our UK e-store. However, if you are able to find a lower price on another e-store in Ireland, we will be able to price match, providing it meets our lowest price guarantee policy.

#78
JC

Hi I'm living in the UK but I need to my contacts delivered to Ireland as I'll be there on holiday.. do you deliver to Ireland?

#79
info@alensa.co.uk

Thanks for leaving a comment. We do not ship to Ireland from this site but you are able to order from our Ireland e-store here.

#74
fahad

Hi, Do you deliver to the United Arab Emirates. If so is VAT still payable? Thanks

#75
info@alensa.co.uk

Thank you very much for your comment.

At this time, we do not ship to UAE. We do have individual e-stores in many European countries, you can see the full list here: http://www.alensa.eu/

#71
Priyan

hello, do you deliver to bulgaria?

#72
info@alensa.co.uk

Thank you very much for your comment. The UK store does not deliver to Bulgaria but you can place an order via our Bulgaria e-store here: https://www.kontaktni-leshti.bg/

#69
Lizzie Moodie

Hello, do you ship to Cyprus?

#70
info@alensa.co.uk

Hello,

We deliver to Cyprus from our Greek website which can be found on the link: https://www.alensa.gr/

Have a great day!

#63
Shannen Hyunmyung

Hi alensa team, do you ship to Germany as well? Thanks!

#64
info@alensa.co.uk

Hello,

We do ship to Germany via our German website which can be found at the following link: https://www.alensa.de/

#54
Nikola

SHIP TO CROATIA

#55
info@alensa.co.uk

Hello,

We do indeed ship to Croatia but unfortunately only from our Croatian website. This can be found here: https://www.adrialece.hr/ Happy shopping :)

#52
Ashley Romero

HI, Do you deliver to Gibraltar via DHL?

#53
info@alensa.co.uk

Thank you for your comment. Unfortunately due to our courier restrictions we are unable to deliver to Gibraltar at this time.

#28
Andžela

hello, are you delivering to other EU countries? Lithuania? I can`t place the order :(

#31
info@lenses-contact.co.uk

Hello, Unfortunately we are not able to deliver to Lithuania at this time. Please check with us in the future, as we are constantly striving to expand throughout Europe to serve you.

#16
Natalie

Shipment returned to origin in the middle of transit, no new tracking information has been provided since or goodwill gesture when order was placed 8 days ago. I'm a new customer and this isn't encouraging.

#17
info@lenses-contact.co.uk

Hi Natalie, our apologies for the delay. Your parcel has been resent yesterday.

#5
Charlie

Great experience with DHL delivery. Rapid and reliable.

#3
Esmeralda

Very good product prices, fast delivery and as described.. Cannot complain :)

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