Our customer service is happy to help. Every day from Monday until Friday from 9 AM to 5 PM.
Looking for a LensOnline optician in your area? Our eye care specialists are here to help with all your questions regarding eye care and contact lenses.
Chat via Facebook Messenger. We are available every working day from 9:00 AM to 5:00 PM. We will provide an answer within 2 minutes.
Chat via WhatsApp. We are available every working day from 9:00 AM to 5:00 PM. We will provide an answer within 2 minutes.
Send your question or comment to info@lensonline.be. We will review your email the very same day.
To place an order, take the following steps:
They may be blocked by your e-mail programme's spam filter. We recommend checking your spam filter settings and adjusting them if necessary.
No shipping costs are charged if you have your order delivered to one of our subsidiaries. If you choose to have your order delivered to your home or to a Bpost-Post Point, we charge a shipping cost of €4.99.
The right of withdrawal is 14 days. So you can definitely still cancel your order if you haven't paid yet. If in doubt, please contact Customer Services.
The right of withdrawal is 14 days. So you can definitely still cancel your order. If in doubt, please contact Customer Services. If the order has already been shipped and you still wish to cancel it, the products must be returned undamaged and in a saleable condition. More information on this can be found in the Return Policy.
The refund will be made via the same payment method you used during the ordering process. Would you prefer to receive your refund via another payment method? Please contact our customer service.
The shipping process follows the steps below:
They may be blocked by your e-mail programme's spam filter. We recommend checking your spam filter settings and adjusting them if necessary.
The delivery time varies per product and is mentioned with each product. The delivery time depends on the availability at the supplier, the stock in the shop and the stock at LensOnline. If you need contact lenses urgently, you can place an order directly with the optician in the shop and take your lenses home immediately (if in stock at the shop).
As soon as your order is dispatched from the distribution centre, 'Dispatched' will appear in your 'LensOnline profile' next to the order. You will also receive a shipping confirmation from us by e-mail with a Track & Trace link so you can track your order online on the bpost website. ac
If you choose 'delivery via DPD' (€6.90 shipping costs), you will receive an e-mail as soon as the order is dispatched in which they can still change the delivery address up to one hour before delivery. (This is not possible until the order is shipped, so this does not change the delivery time of the order).
Deliveries are only possible in Belgium, the Netherlands, France, Luxembourg and Germany. All you have to do is change the delivery address to the correct one. For exact shipping costs, please contact our customer service: 03 212 28 28.
Unfortunately, it is not possible to determine the delivery time of your order yourself.
You can choose to have your order delivered to a bpost collection point or to a LensOnline branch. During the ordering process, you can choose your method of delivery.
If your order contains one or more incorrect items, you can return it free of charge within 14 working days of receipt. The wrong products will be exchanged if the packaging is unopened. Used products, damaged packaging or products in non-original packaging will not be exchanged or refunded.
In case you have ordered one or more items but have not received them, it is best to contact our customer service department. We will be happy to help you and look into a solution with you.
Returning items is possible in some cases, but with lenses, of course, some extra rules apply. For more information, please read our Terms and Conditions, article Sight Period. For more information, please contact our customer service team so we can ask some questions about your order and explain the return procedure. More information can be found on the Return Policy page. For questions about your order, you can always contact our customer service team on 03 212 28 28. They will advise and assist you every working day from 9 am to 5 pm. In addition, you can always e-mail info@lensonline.be or send them a message via Messenger.
For EyeDefinition, we have created the 100% satisfaction guarantee. Learn more about it here.
One of the advantages of LensOnline is that we collaborate with 85 opticians all over Belgium. You can always go there for eye and lens checks, but also for test lenses and all your questions about lenses. You can find a contact lens specialist near you via the optician page.
An eye and lens check-up should definitely take place every 6 months (i.e. twice a year). This period is just long enough to spot any problems in time. Should you experience any problems or hindrance with your lenses in the meantime, we of course advise you to have your eyes checked at one of our opticians as soon as possible.
Als je nieuwe lenzen wil uittesten alvorens een doosje te kopen, is dat bij de meeste lenzen mogelijk. We verwijzen je hiervoor graag door naar onze partner opticiens. Vind de opticien in jouw buurt. Is er geen opticien in jouw buurt? Neem dan contact op met onze klantendienst, zij staan steeds ter beschikking om je zo goed mogelijk te helpen
You can easily check the status of your order. Enter your e-mail address and your order number and the status will be checked for you!
The invoice you have/will receive from us should be enough to get a refund from the health insurance company, just attach a sticky note.
Should you have a complaint or comment, whether about a product or our service, we want to help you as quickly as possible and to the best of our ability. If you have any complaints, please call our customer service team on 03 212 28 28. That way we can listen to your problem straight away and together look for the best possible solution. You can also send an e-mail to info@lensonline.be. We promise to respond within three working days.
In case of out-of-court settlement of the dispute, the Consumer Ombudsman Service of the Federal Government is authorised to receive any application for out-of-court settlement of consumer disputes. The latter, in turn, will either process the application itself or forward it to a qualified entity. You can reach the Consumer Ombudsman Service via this link: https://consumerombudsman.be/en. In the case of disputes of a cross-border nature, you can also use the European Union's Online Dispute Resolution platform via this link.
During the ordering process, you indicate your agreement with our General Terms and Conditions, which means you know what we agree on. In these, we describe the agreements under which you will receive the products. If you have any questions about our terms and conditions, please feel free to contact us. We will go through the terms and conditions with you if necessary. You can find the terms and conditions here: General terms and conditions
With every order, we ask you for some data, such as your address (so we know where the products have to go). In the Privacy Statement, we explain what we do with your data. We promise not to sell your data to third parties, not to send you unsolicited e-mails and to treat your data with care. If you have any questions about our Privacy Statement, please contact us. You can do this by phone on the toll-free number 03 212 28 28 or via info@lensonline.be.
