Frequently Asked Questions


How do I know that the lenses I receive will be the same as my specification?
We can only supply the contact lenses detailed on your specification. We always check your order and specification, before we despatch your lenses.

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Can I speak to someone before I order or when I have placed my order?
Yes, you can speak to one of our advisors on our dedicated Customer Help Line (0800 479 8716) if you have any urgent questions, comments or need help in placing your order. You can also email us at customerservices@opticians.asda.com.

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I have never worn contact lenses before. Can I order them from you?
No, not yet. If you have never worn contact lenses, you will need to book a contact lens appointment with your local optician or visit an ASDA optician. This will determine your suitability for contact lenses and your specification (i.e. lens type, fit and strength). The optician wll also show you how to put the lenses in and remove them and advise on how to wear and care for your lenses. Once fitting is complete, your optician is legally obliged to give you your specification, so you can start ordering with us.

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Can't I just send my sight test prescription?
No, your contact lens specification is different to that provided for glasses.

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What is a contact lens specification?
When your optician completes your eye test they’ll issue you with both an eye test prescription and a contact lens specification. We need the specification for the contacts lenses so we can order your lenses. The General Optical Council stipulates that we must have checked this before we can dispense any lenses.

A contact lens specification details the brand of lenses you have been fitted, the fitting and the strength of your lenses. It will be signed and dated by your optician to indicate when you were fitted for lenses and the length of time your specification is valid for.

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How can I re-new my contact lens specification?
To re-new your specification, simply book an appointment with your local optician or an ASDA optician for a contact lens check-up. This will check the health of your eyes and ensure that your lens type and specification are still suitable. Most contact lens wearers are recommended to have a check-up at least every 12 months.

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What if I can't get my contact lens specification from my optician?
As long as your contact lens fitting or check-up is complete, your optician is legally obliged to provide you with a full contact lens specification. If you are still trialling new lenses, Asda will not be able to supply until you have completed your trial

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Can I send you a photocopy, fax or email a scan of my specification?
Yes you can -
  • Scan & email to customerservices@opticians.asda.com
  • Fax to 0845 366 6996
  • Copy & send the specification to Asda Optical Centre :
    Asda Optical Centre,
    Suite 8, Block D, Van Court,
    Caerphilly Business Park,
    CF83 3ED

    We’ll call your optician to verify your specification.

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Can I order lenses I haven't worn before?
No, you can only order the lenses that are specified on your current contact lens specification.

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How many lenses can I order?
You can order enough lenses to take you through to the end of your contact lens specification.

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When will I receive my lenses?
We aim to deliver your order in 2-3 days if we have verified your specification with your optician. If we don’t yet have your details verified or for more unusual prescriptions we may take 6-7 days. If we have any problems verifying your specification or have to order stock especially for you and we will not deliver in 7 working days we will contact you to let you know.

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How much will I pay for delivery?
UK Delivery is free for orders over £25, and £2.95 for orders under £25.

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How can I re-order?
If you order online, your details will stay in our system. To re-order, simply log in to the system, using your e-mail address and password. Your previous order will be displayed. You can choose to modify your information or proceed with the reorder. You can update your personal information at any time.

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How can I re-order if I have a new specification?
Simply log in using your password and place your order as usual. Once you have placed your order, you will then need to send your new specification to us so we can validate your order. Once this is done, this will be held on the system, making it easy to re-order your contact lenses in the future.

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I have forgotten my password
Just click on 'My Account' and on the 'Forgotten Password' link. If you still require further assistance please call our Customer Help Line (0800 479 8716 - Monday to Friday, 8-30am to 6pm and Saturday 9am to 3pm) and one of our advisors will be able to help.

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I have changed my email address
Simply log in using your password and your old email address. Once you are logged in, you can change your email address by clicking on 'My Details' within the 'My Account' section. If you still require further assistance please call our Customer Help Line (0800 479 8716 - Monday to Friday, 8-30am to 6pm and Saturday 9am to 3pm) and one of our advisors will be able to help.

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Why do I keep receiving emails from you about offers?
We send emails about special offers and products that we think may be of interest to you. If you don't want to get these, please uncheck the box at registration or in "Your Account". You can also unsubscribe following the instructions at the bottom of any email we send to you.

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I haven’t received my order - what do I do?
We’re sorry you haven’t received your order yet; delivery can take 7 working days. If your delivery is outside this timeframe please call us on 0800 479 8716.

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My lenses are faulty, what do I do?
If your lenses are faulty, please return them to us for analysis. We will refund the cost of any lenses that are confirmed faulty. Please pack the lens in a case with solution and post this with a covering letter detailing the fault and the LOT number to our freepost address below. You’ll find the LOT number on the box or the blister pack. Please let us know if you need a case to return the lens in and we’ll post one to you.

Our address for returns is:
Asda Opticians Online
Freepost 213989P2
Suite 8, Block D, Van Court
Caerphilly Business Park
Caerphilly
CF83 3ED

We recommend that you ask the Post Office for proof of posting.

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You’ve sent me the wrong lenses
If we have sent you the wrong lenses, please return them to us with a covering letter and we will refund or replace them, as long as the boxes are unopened and unmarked.

Our address for returns is:
Asda Opticians Online
Freepost 213989P2
Suite 8, Block D, Van Court
Caerphilly Business Park
Caerphilly
CF83 3ED

We recommend that you ask the Post Office for proof of posting.

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Cookies
What is a cookie?
A cookie is a small text file that may be placed on your device when you visit our sites. When you next visit our sites the cookie allows us to distinguish you from other users. There are two broad categories of cookies:

a. Persistent cookies
Persistent cookies remain on your device until deleted manually or automatically.

b. Session cookies
Session cookies remain on your device until you close your browser when they are automatically deleted.

Cookies we use and why we use them

a. Essential cookies

Essential cookies are technical cookies that are required for the operation of our sites. Without essential cookies our sites can't operate properly. Essential cookies include, for example, cookies that enable you to log into secure areas.

b. Session cookies
Session cookies do not collect information from your computer. They typically will store information in the form of a session identification that does not personally identify you as the user. Session cookies remain on your device until you close your browser when they are automatically deleted.

c. Marketing cookies
Marketing cookies record your visits to our sites, the pages you have visited and the links you have followed. We use this information to make our sites and the advertising displayed on them more relevant to your interests. For example sometimes we use marketing cookies to limit the number of times that you see an advert. Sometimes we share information about your browsing activity, (which we have collected from cookies) with our advertising partners. They may use this information to advertise products, which may interest you, on other sites.

Your right to refuse cookies and what happens if you refuse them
You can refuse cookies by activating the relevant setting on your browser. However, if you do so you may not be able to access all or parts of our sites. If you carry on using our sites and do not change your browser settings we will assume you consent to us using cookies as described above.

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