Retour & service

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 03 212 28 28 or 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 number 03 212 28 28 or via Please take into account that your order must be in our possession within 3 weeks after receiving your return label.  

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. You have up to 30 days to return your lens solution.
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.

Notice: Tailer made lenses cannot be returned !

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 available every weekday from 9.00 am until 5.00 pm via 03 212 28 28 or via


Do you wish a refund? There are 2 possibilities :
1. Receive the amount as a store credit on your account ; 
2. A refund will be done on the bank account or card you used when you ordered your products. Note that a refund can only take place if:

 - the product is unused;
 - Customer service received the products within 14 calendar days (you will receive a confirmation of receipt);
 - the packaging is undamaged - 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 10 business days.