ABOUT CONTACT LENSES

Q:  Which lens is best for me?
A: Your eye care professional will provide you with that information. They also tend to recommend specific brands and models.  Make sure to get a copy of your prescription for your records.

Q: What is the difference between daily wear, extended wear and disposability?
A: Visit our Contact Lenses and Eye Care page to see the difference between the various lenses available.

Q:  Where do you get your products from?
A: MasterLens only offers quality lenses from top manufacturers such as Johnson & Johnson, CibaVision and Bausch & Lomb.  All products are recently manufactured with long shelf life and are sourced directly from the manufacturers or one of their authorized distributors. 

ABOUT ORDERING AT MASTERLENS

Q: How convenient is it to order lenses at MasterLens?
A: MasterLens is a fast growing European replacement contact lens company that offers you top brands at competitive prices, delivered right at your door with the best service that a company can offer.   Visit our How to order page for more information.

Q: I cannot find the product I need in your site. Can you still get it for me?
A: We will be happy to get you a special product that you do not see in our site. Contact us for more information on price and delivery for the specific product.

Q: What information do I need to get my contact lenses?
A: The information needed to order contact lenses is usually provided in the fitting session with your eye care professional. Visit our Contact Lenses and Eye Care page for the information that should be obtained during the fitting session to be able to order contact lenses. Always ask a copy of your prescription for your records.

Q: Can I order lenses without a prescription?
A: MasterLens is only a contact lens replacement company.  By placing an order, you confirm that you are re-ordering lenses that have been previously fitted by a specialist or well tolerated without exception.  For your own safety, if you are thinking of wearing contacts for the first time, you should visit an ophthalmologist or an optician that will fit you for contact lenses. It is recommended to get a fitting for cosmetic (colour, fantasy) lenses as well.

As a responsible player in the industry, MasterLens collects information about your prescription during the ordering process.  Although this task is not a legal obligation in most countries where we operate, we are taking this additional responsibility upon ourselves in order to ensure your well-being. In an effort to make this process as convenient as possible, MasterLens offers you various ways to communicate the relevant information to us: e-mail, fax, phone, post or simply entering the data during the checkout process.

Q: Do I have to create an account to order at MasterLens?
A: You will be required to create an account to place an order.  It is an easy and straightforward process that will allow you to track your order, review your purchase history and re-order without having to re-enter your information in the future.

Q: How safe is your online ordering?
A: Nowadays, online ordering is very safe. Our credit and debit card payments are processed through reliable and proven partners such as PayPal and WorldPay, and we do not keep any record of your banking information. Click here to learn more about PayPal´s or WorldPay’s security policy.

ABOUT PRICES AND PAYMENT OPTIONS

Q: How can MasterLens offer competitive prices?
A: A high sales volume and a low cost structure are the main reasons we can offer competitive prices to our customers.  As a mail order company, we are not limited geographically and can generate a higher volume of sales than traditional retailers and, since we place high quantity orders with manufacturers we get discounts from them, which we pass on to you.  Also, we do not pay high rental prices for stores and keep a tight control on our cost structure to offer you the best prices available. Check our site regularly for special offers and discounted products.

Q: Are taxes (VAT) included in your prices?
A: Yes. All our prices include VAT and apply to all countries of the European Union.  For deliveries outside the European Union, VAT will be deducted from the invoice and any customs charges will be the responsibility of the customer.

Q: What payment options are accepted?
A: Payment options are: credit or debit cards through Paypal and Worldpay, bank transfers and personal cheques. Orders that will be paid through a bank transfer or cheques (see below for our bank account information) will not be shipped until we receive the full balance of purchase.

Q: How do I pay through Paypal?
A: Paying through PayPal is easy. During checkout, you will be able to select PayPal as your payment method. Then, you will be directed to PayPal´s secure page, where you can enter your personal and credit card information. PayPal will also provide you with a notification. In order to be able to pay through Paypal in future orders without entering your personal and payment information over and over, you can create a free account with PayPal. All you need to do is log on to www.paypal.com and follow the easy instructions.

Q: How do I pay through WorldPay?
A: Paying through Worldpay is easy. During checkout, you will be able to select WorldPay as your payment method. Then, you will be directed to WorldPay´s secure page, where you can enter your personal and credit card information. WorldPay will also provide you with a notification. For more inflormation, please visit www.worldpay.com.

Q: How can I pay by bank transfer?
A: In order to pay us by bank transfer, you need to send us the full balance of your order to the following bank account (NOTE: All orders need full payment before being delivered):

Name of Bank:       JYSKE Bank (Gibraltar) Limited
Company:               Masterlens Limited

GBP IBAN:            GI21 JYBA 2964 26GB P253 801

EUR IBAN:            GI08 JYBA 2964 26EU P253 801            

USD IBAN:            GI16 JYBA 2964 26US P253 801

SWIFT Code:         JYBAGIGI

ABOUT SHIPPING

Q: Where do you deliver?
A: We ensure a safe and reliable service by only using certified mail from our partner carriers.  We deliver all over the world.  Check our Shipping page for more details. Note that we cannot ship certified packages to P.O Boxes, so make sure you provide us with a physical address.

Q: How much does it cost to ship to my address?
A: All deliveries are subsidized by MasterLens.  For orders over € 80, shipping is FREE! For smaller orders, we offer special rates.  Check our Shipping page for more details.

Q: When will I receive my order?
A: Standard delivery takes approximately days upon product availability. Express service is also available. Check our Shipping page for more details.

ABOUT RETURNS, EXCHANGES AND REFUNDS

Q: Can I return merchandise? Do I get a refund?
A: Yes, you may return UNOPENED merchandise within two weeks of purchase.  We will refund you for the returned merchandise after inspecting it provided that the product has not been tampered with and that it is suitable for resale.

In the strange event of getting defective merchandise, or if you think your lenses are defective in any way, we will replace your lenses right away.  Please, do not dispose of the defective lenses. Send them back to us, so we can send them to the manufacturer for examination.
In all cases, the merchandise will need to be returned to:

In the United Kingdom

MasterLens
Lakeview House
53 Tanfield Lane
Rushmere
Northampton
NN1 5RN
United Kingdom

In Spain

MasterLens Limited
Centro Comercial Andasol,

Local 6, Km 189, El Rosario,

29604 Malaga, Spain

Q: Can I exchange merchandise?
A: Yes, you may exchange UNOPENED merchandise within two months of purchase in the event that your eye care professional makes changes to your contact lens needs. We will exchange merchandise after inspecting it provided that the product has not been tampered with and that it is suitable for resale.

Q: I need to exchange / return my lenses. Do I need to pay for shipment again?
A: No. Visit our RMA (Return Merchandise Authorization) page and obtain an authorization number that will allow you to return the merchandise at our cost.