Yes! We offer original products directly from the manufacturers. Exactly the same products as at the optician. However, it is crucial to have regular eye checks and visit one of our optometrists, even if you order online. An overview of our partners can be found here at Affiliates.
Our lenses and lens solutions are 100% original. We buy our products directly from the manufacturer. Because we have a smart stocking system, you usually get even longer-lasting products from us than from the optician, which is handy for lens solution, for example. It doesn't get any more original than this!
The choice of lens solution is personal. Here too, your optometrist or optician can advise you. We sell all brands and you can therefore order the best-fit product from us without any problem. Please note that lens solution is almost as important as the lenses themselves. The wrong fluid can irritate eyes. We recommend that you contact one of our opticians first. You can find an optician near you via the Subsidiaries page
If you have never worn contact lenses before, you may be wondering how to insert and remove them. We recommend that, as a new contact lens wearer, you first make an appointment with one of our contact lens specialists. They will not only recommend which lenses best suit your eyes and lifestyle, but also teach you how to insert them. Together with you, they will go through all the steps so that you can confidently insert and remove your lenses on your own at home. Find one of our contact lens specialists near you via the Subsidiaries page.
We recommend having an eye check-up once every six months (twice a year). This period is just right to spot any problems in time. Should you experience any problems or hindrance with your lenses in the interim, we obviously recommend having your eyes checked at one of our opticians as soon as possible. An overview of all our partners can be found here: Affiliates
One of the advantages of LensOnline is that we offer you a professional service in all our subsidiaries. Our goal is to help our customers wear lenses in a healthy and responsible way. That's why we often remind our customers to visit your local optician in time for a check-up. After all, there are too many differences between lenses (such as material, water content, diameter, etc.). Wearing poorly adapted or wrong lenses can cause eye problems. You can find an optician near you via the page : Subsidiaries
The price of an eye test varies according to the level of test to be carried out.
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.
You pay off your products every month. Depending on your products, you pay either one-third of the total amount each month or one-sixth of the total amount.
After logging in to https://lensplan.lensonline.be, you can pause your subscription via your account. The subscription will then 'freeze' and no more deliveries will temporarily follow.
Through your account, you can restart your subscription. A new delivery will then follow and payments will resume as before.
How unfortunate that you wish to discontinue your subscription. After logging in on the website, you can use your account to cancel your subscription.
Of course you can! You can restart your subscription simply by registering or logging in again and starting a new subscription online or at a LensOnline optician near you.
The automatic installment stops once the last order is fully paid off and no new products are sent. Do you cancel the LensPlan less than one month before the next order? Then that order will continue as normal.
By accessing your account at https://lensplan.lensonline.be and then clicking on 'Manage subscription'. There you can change your desired address details and also change your payment method if desired.
Changing products in the subscription is only possible at our LensOnline opticians. For more information on changing the products in your subscription, you can also always contact our customer service department.
Once the subscription starts, you can expect it to be delivered three or six months later, depending on your chosen products. You cannot choose the exact day. You will receive an e-mail once your products have left our warehouse with a track-and-trace code and this way you can closely monitor the delivery.
See return policy LensOnline.
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.
