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Returns and refunds

Don’t hesitate to contact our super friendly customer service in case you have questions about your order. They are at your disposal every day of the week from 9.00 am until 5.00 pm. Dial our toll-free number 03 212 28 28or email us at Is it urgent? Ask your question on Twitter or Facebook.

We are here to help you!

FREE returns

Your prescription has changed or you ordered the wrong lenses... It can happen to everyone. That’s why we offer you the possibility to return your order for free if the original packaging is undamaged, unopened and unwritten.
Get in touch with customer service to get your free return label. You can reach them from Monday until Friday on the following toll free number 0800 94800 or via

Please note that returning tailor made lenses such as rigid lenses or annual lenses is only possible within a period of 2 months after purchase and a €5 fee per lens will be charged.  

Right of withdrawal

In case you want to renounce your order you have a right of withdrawal. For spheric lenses you have up to 90 days after receipt to return your order. For toric and multifocal lenses you have up to 14 days after receipt to return your order. Fill in the withdrawal form and add it to your return or send an email to customer service. 

Return address: LensOnline NV, Kasteleinsstraat 11, 9150 Kruibeke.

Cancelling your order?

Did you ordered the wrong lenses or do you wish to cancel your order? Don’t hesitate for a moment and contact our customer service. They are every weekday available from 9.00 am until 5.00pm via our number 03 212 28 28 or via


Refunds A refund will be done on the bank account or card you used when you ordered. Note that a refund can only take place if:

 - the product is unused;
 - the packaging is undamaged;
 - the packaging is unopened;
 - the order is returned in its original packaging;

As soon as we have received the returned products and all of the above conditions are met, the purchase price (shipping costs excl.) will be refunded within 11 business days.

Please note that returning tailor made lenses such as rigid lenses or annual lenses is only possible within a period of 2 months after purchase and a €5 fee per lens will be charged.  

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My LensOnline optician

A professional follow-up is the guarantee to wear contact lenses successful and comfortable. After all, you only have 2 eyes and you have to cherish them. That is why we work closely together with opticians.

We will highlight the most important advantages for you:

FREE shipping

Choose for a Pick up in one of the LensOnline shops and benefit from FREE shipping.

Personal guidance

Our contact lens specialists will advice you in your search for the perfect contact lenses for your eyes. Even after you have found lenses that perfectly fit you can appeal on their expert opinion. 

Professional service

The LensOnline opticians are constantly improving their skills and keeping up to date with the latest techniques and contact lenses.

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