Common Questions FAQ
Eye Examinations & Prescriptions
Contact Lens Parameters
Returns, Exchanges and Refunds
Prices & Payment Options
About Shipping
Using Contact Lenses
Brands & Types
Where do you get your products from?
Masterlens offers only 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.
Which lens solution is best for my lenses?
The lens fluids in our range are suitable for all soft contact lenses and can be used for both washing and cleaning them.
Which lens is best for me?
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.
What are silicon hydrogel lenses?
Silicon hydrogel lenses admit far more oxygen and are approved for wearing while sleeping for up to a maximum of 30 days (see also extended/continuous wear lenses), The majority of opticians now recommend only silicon hydrogel lenses for all-day use, since they are signficantly safer than older types of all-day lenses.
Which coloured lenses will work for me?
The type of coloured lenses worn depends on natural eye colour and the result desired. Those with naturally light-coloured eyes obtain the best results by using a lens that enhances the natural eye colour. Those with naturally dark-coloured eyes obtain the best results by choosing opaque coloured lenses, so that the natural colour doesn't show through and overpower the new colour. For optimal results, consult an optician. If you need prescription lenses, you will need to obtain a new prescription before you can order coloured lenses.
What is Marking In & Out?
Marking In & Out are letters or numbers on the lens for indoors-outdoors indication.
What is a Visitint?
Visitint Lenses are visibly tinted for ease of handling.
Is Acuvue a monthly lens or a 2-week lens?
Acuvue can be prescribed either for fortnightly or monthly use. Always follow your optician's instructions and replacement schedule.
What are bifocal lenses and progressive lenses?
The most common progressive lenses have a gradually stronger power towards the centre. This enables clear vision at both long and short distances, so-called simultaneous vision. Bifocal lenses also provide simultaneous vision. They have different zones in the central part of the lens for vision at long and short distances.
What are toric lenses?
Toric lenses correct a type of diffraction error known as astigmatism.
What are extended wear (continuous wear) contact lenses?
Continuous wear lenses admit extra oxygen to the eye (cornea) and allow extended use 24-hours a day for a maximum of one month without iritating the eye (Purevision, Air Optix Aqua Night & Day, Biofinity). Acuvue lenses are approved for wearing while sleeping, for a maximum of 6 nights only. If you wish to change to extended wear contacts you must consult a qualified eye care practitioner.
Eye Examinations & Prescriptions
What can happen if I order lenses for which I do not have a prescription?
Irreparable harm may be caused to your eyes, but the most likely result is that the lenses may be uncomfortable and you will be unable to wear them. When purchasing from Masterlens Ltd. you confirm that you ordered the contact lenses which have been prescribed by a qualified eye care practitioner and, therefore, we have no responsibility if you order a lens that has not been prescribed for you.
What can happen if I order lenses for which I do not have a prescription? Irreparable harm may be caused to your eyes, but the most likely result is that the lenses may be uncomfortable and you will be unable to wear them. When purchasing from Masterlens Ltd. you confirm that you ordered the contact lenses which have been prescribed by a qualified eye care practitioner and, therefore, we have no responsibility if you order a lens that has not been prescribed for you.
Why is it important to have an eyesight test every year?
Your eyes are constantly changing which means that your contact lens parameters may need to be altered. Your optician will also ensure that your eyes are still healthy.
Is it the same prescription as my eyeglass prescription?
Prescriptions for contact lenses and eyeglasses differ. A contact lens prescription contains information not found in one for eyeglasses, such as brand, base curve and diameter. If you have a prescription for eyeglasses but want to try contacts, visit your eye care provider for a contact lens fitting. Before your examination, be sure to tell your eye care provider that you will need a copy of your contact lens prescription.
Is it possible to have an eye examination for contact lenses or an eyesight test by an optician without purchasing lenses?
Yes. You choose where you want to buy contact lenses. You must always have an examination by your optician and obtain a copy of your records, where all prescriptions and parameters are to be noted. You can then purchase your contact lenses from Masterlens Ltd.
Do I need to send in my prescription to purchase from Masterlens Ltd?
To order from Masterlens Ltd. you must have a contact lens prescription from an optician, but you do not need to send anything to us. You simply confirm that you have a prescription when you order your lenses.
Contact Lens Parameters
Where can I find my parameters?
Your parameters are shown on the paper copy of your prescription, or on the box containing your lenses, such as power/strength/sphere (SPH), base curve (BC) and diameter (DIA). If you have astigmatism you will also find an axis (AX or AXIS) and cylinder (CYL). If you use bifocal, multifocal or progressive lenses, you will find the extra strength or "add power".
Where can I find my parameters? Your parameters are shown on the paper copy of your prescription, or on the box containing your lenses, such as power/strength/sphere (SPH), base curve (BC) and diameter (DIA). If you have astigmatism you will also find an axis (AX or AXIS) and cylinder (CYL). If you use bifocal, multifocal or progressive lenses, you will find the extra strength or "add power".
What does power (PWR, SPH or D) mean?
Eye power is represented by a number that measures your vision problem. It should be between -20 and +20. Numbers ranging from -0.25 to -20 indicate myopia; those ranging from +0.25 to +20 indicate hyperopia . 0.00 indicates no vision correction (often used for cosmetic/colour lenses).
What does axis (AX) mean?
The axis is one of the values or measurements used to describe toric lenses, which are used to correct astigmatism, a condition marked by unevenness of the cornea.
What does extra strength (ADD) mean?
Add power describes the difference in strength between the focal fields in multifocal and bifocal lenses, which should be between +1.00 and +3.00) or a value for low, medium, high.
What does base curve (BC) or radius mean?
Base curve, or radius, indicates the internal curve of the lens, which should be between 8.0 and 10.00.
What does diameter (DIA) mean?
Diameter is the size of the lens measured from edge to edge, which should be between 13.0 and 15.00.
What does cylinder (CYL) mean?
This indicates the degree of astigmatism on toric lenses, a condition marked by unevenness of the cornea. It should be between -0.25 and -10.00.
Returns, Exchanges and Refunds
Can I return merchandise? Do I get a refund?
"Yes, you may return UNOPENED merchandise within two weeks of purchase. We will refund the returned merchandise after inspecting it provided that the product has not been tampered with and that it is suitable for resale. In the rare event of receiving defective merchandise, or if you think your lenses are defective in any way, we will replace your lenses immediately. Please, do not dispose of the defective lenses, but return them to us, so that we can send them to the manufacturer for examination.In all cases, the merchandise will need to be returned to:
Can I return merchandise? Do I get a refund? "Yes, you may return UNOPENED merchandise within two weeks of purchase. We will refund the returned merchandise after inspecting it provided that the product has not been tampered with and that it is suitable for resale. In the rare event of receiving defective merchandise, or if you think your lenses are defective in any way, we will replace your lenses immediately. Please, do not dispose of the defective lenses, but return them to us, so that we can send them to the manufacturer for examination.In all cases, the merchandise will need to be returned to:
Masterlens Limited
Calle Marques Del Duero 17
San Pedro Alcantara
29670 Malaga
España
Can I exchange merchandise? Do I get a refund?
Yes, you may return UNOPENED merchandise within two weeks of purchase. We will refund the returned merchandise after inspecting it provided that it has not been tampered with and that it is suitable for resale.
I need to exchange/return my lenses. Do I need to pay for shipment again?
Yes, you will need to pay for return shipment.
Prices & Payment Options
Can I be sure that I will receive original products when I order from Masterlens Ltd?
Yes, we sell only original products from well known manufacturors. European law specifies that medical products, such as contact lenses, must always be identical, regardless of who you buythem from. This ensures that you can be certain that the contact lenses that you receive from Masterlens Ltd. are always identical to those prescribed by and/or obtained from your optician - also that the service will be cheaper, faster and simpler.
Can I be sure that I will receive original products when I order from Masterlens Ltd? Yes, we sell only original products from well known manufacturors. European law specifies that medical products, such as contact lenses, must always be identical, regardless of who you buythem from. This ensures that you can be certain that the contact lenses that you receive from Masterlens Ltd. are always identical to those prescribed by and/or obtained from your optician - also that the service will be cheaper, faster and simpler.
How can Masterlens offer competitive prices?
High sales volume and a low cost structure are the main reasons we can offer competitive prices. As a mail order company, we are not limited geographically and can generate a higher volume of sales than traditional retailers, since we place large orders with manufacturers with commensurate discounts, which we pass on to you. Also, we do not pay high rentals for premises and tightly control our costs in order to offer the best prices available. Check our site regularly for special offers and discounted products.
Do I have to create an account to order at Masterlens?
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.
How safe is your online ordering?
Nowadays, online ordering is very safe indeed. 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.
Are taxes (VAT) included in your prices?
Yes. All our prices include VAT which is chargeable in 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.
What payment options are accepted?
Payment options are all mayor credit or debit cards, payment through Paypal and bank transfers. Orders paid by bank transfer (see below for our bank account information) will not be shipped until we receive the full purchase price.
Why should I order my contact lenses from Masterlens Ltd?
Masterlens Ltd. is the most convenient way to obtain contact lenses. We have the fastest deliveries on the market, great prices and an award-winning customer support.
How do I pay through Paypal?
Paying through PayPal is simple. During checkout, you will be able to select PayPal as your payment method. You will then 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 pay through Paypal for future orders without re-entering your personal and payment information, you can create a free account with PayPal. Merely log on to www.paypal.com and follow the easy instructions.
How much can I save by choosing Masterlens Ltd?
How much you save depends entirely on which lenses you wear and on where you currently buy them. We maintain the lowest prices possible. You will also save a great deal of time by choosing Masterlens Ltd.
About Shipping
How long will it take until I receive my order?
Delivery times are approximately 6 business days depending on location.
How long will it take until I receive my order? Delivery times are approximately 6 business days depending on location.
Where do you deliver?
We ensure a safe and reliable service by using only certified mail from our partner carriers. We deliver world-wide. 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 deliverable address.
How much does it cost to ship to my address?
Check our Shipping page for more details. For orders over € 80, shipping is FREE! For smaller orders, we offer special rates.
When will I receive my order?
Standard delivery takes approximately 5 days, depending upon product availability. Express service is also available. Check our Shipping page for more details.
Using Contact Lenses
My eyes become irritated when I wear contact lenses. What should I do?
First check that you are wearing lenses that conform to your prescription, and that the lenses are not defective. Contact our Customer Services if you have any questions. If you have problems, stop wearing the lenses and consult your optician.
If I have dry and sensitive eyes, what type of lens will my optician try?
There can be many reasons for dry eyes and you will often need to try different types to findthe best solution. Sometimes changing your contact lens solution or changing to a contact lens with lower fluid content can help. The lenses that usually work best for dry eyes are the new silicon hydrogel lenses, for example Focus Night & Day or PureVision.
What can happen if I sleep with my contact lenses in place?
People often sleep in lenses that are not intended for that purpose. This severely increases the risks of infection and other problems. If you do this often, you will place a heavy load on the eye, which can lead to long term damage. If you sleep with a lens in your eye for an occasional night only, the risks of serious consequences are not particularly high, although you will often experience discomfort on waking.
For how many hours can I wear my contact lenses without taking them out?
How long you can wear your contacts varies depending on the type of lens and your individual circumstances. The new silicon hydrogel lenses - for example Focus Night & Day and PureVision - can usually be worn for the entire day without any problems. These are also approved for wear while sleeping. Other soft lenses often give red eyes or dryness problems towards the evening and you will usually have to remove them earlier in the evening, perhaps after only 10-12 hours.
