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Delivery costs and times

Quick reference

Delivery costs


Delivery service Orders under £49 Orders over £49
DHL £4.9 £4.9
UPS Access Points £3.9 £3.9
Royal Mail £2.9 FREE
Parcelforce £2.9 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 (Parcelforce or 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 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
Parcelforce 3–5 business days from shipment date
   
Note:
- 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

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

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
#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.

#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

#155

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

#153
Darryl

Hi.. order number 101822 shows it's shipped on your website yet tracking number FQ831060213GB shows it's hasn't been received by the royal mail yet?? This order was dispatched Monday apparently yet it's still not been received by the royal mail!?!? Where is my order please?

#143
AGNIESZKA

Hi Order 108044 still awaiting for parcel. Please track for me because I think is hold somewhere. Thank you Agnieszka Dbrzynska-Stasik 39 plenshin court Glasgow G53 6QW United Kingdom

#140
Samra Bashir

Desperately need contacts before I leave on holiday and Royal Mail tracking says they’re still expecting the item even tho I have had a shipment email from alensa!!!!!!! I can’t belive you many customers have had this problem and you aren’t doing anything about it!!! Absolutely ridiculous. I need my fuckin eyes for my holiday and I only currently have 3 days worth of contacts and I leave in 2!!!!!!! Never ever using this company again. Causing me unnecessary stress. If you can’t deliver the products in 2-3 days from shipment, then don’t advertise as that.

#139
Claudia Ulloa Besserer

Hello do international shipments, as the country Chile? Atte Claudia Ulloa Besserer

#136
Joanna

170181087

#135
Joanna

I got a text and email to say DHL would be delivering my lenses today. I waiting in all day and at 7.03pm I got a text and email to say. Sorry you were not in and we could not deliver your parcel! Thats a lie! I have not been anywhere! I want my postage refunding please and I would recommend you stop using DHL

#132
Alan Woolford

Can you deliver by DHL overseas ? In particular to Qatar ? If so, what is the cost please

#130
Sheila

My order was apparently shipped on Monday 16th but the tracking info on royal mail shows that they have not received it. I have no contact lenses and am anxious to receive this parcel asap. Please advise as to when I can expect to receive it Sheila Burton

#129
Aqeel

Hi. I accidently duplicated my order. Please can you cancel one order and refund me

#128
eszter

Hi I placed an order on the 20/06/2018, received confirmation that the order will be shipped within seven days (non stock) on 21/06/2018. The seven days was up on 28/06/2018, got a tracing no. on 29/06/2018, but as far as I can see Alensa hasn't actually sent anything out to Royal Mail as of 02/07/2018. "The sender has let us know this item will be with us soon." The order was for nearly a 100£, care to explain why this is taking so long?

#127
John O'Donnell

Hello, Do I have to sign for delivery of lenses if sent via Royal Mail? Thank you John

#125
Alexandru

Next time please let the clients know the products come from Prague not from uk ;)

#124
Rahil

I've received the email from you with Royal Mail tracking number but when I check the site it's saying that they're still expecting the package from the sender. The order was placed 6 days ago. Can you please urgently ship my lenses as I need them by tomorrow before I leave for the holiday.

#122
Charlotte

I just received my Royal Mail tracking reference by email from you but when I tried to log on to the Royal Mail website it says tracking reference not valid?

#121
Ilia

Hello, I needed to recieve my lenses yesterday, but they didn't came. When I tried to track my order from Royal Mail website, I finded out that they are still expecting the item, but when I checked the order from my Alensa account, it's says that the item has been shipped. What I need to do now ? Thank you :)

#119
michael

Hi - I placed and paid for an order exactly one week ago. No delivery yet, but your website said Royal Mail delivery in 2 - 3 days and no info either. These are needed urgently.

#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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