FAQ Topics

Payments and shipping options

Q

Which payment methods do you accept?

A

When making an order in our web shop, you can select one of the following payment methods: Bank transfer (wire transfer) Credit cards / debit cards Multibanco (for Portuguese clients) MeoWallet (for Portuguese clients) Payment at delivery (available for deliveries to Portugal and Spain) Detailed explanation: Bank transfer/wire transfer. Issue the transfer to: Our company name: Advanier, Lda. Bank: Novo Banco For national transfers, within Portugal: IBAN: PT50000700001770420012023   For international transfers, to Portugal, you will need the following information: IBAN: PT50000700001770420012023 (for European customers) BIC (SWIFT): BESCPTPL (for non-EU customers, example: USA/Canada)   Payment at delivery Payment at delivery is only possible, for deliveries to Portugal and Spain.

Q

What is the delivery time?

A

1.  Standard products: The majority of daily, 1-2 week and monthly lenses: The majority of the orders are shipped between 1-3 days. 2. Special lenses: Toric lenses (lenses for Astigmatism), colored lenses, hard/RGP lenses, annual lenses, "fun" lenses and any product that is a made-to-order product: These products are always ordered directly from the manufacturer.  The delivery time depends on the lens type/model (variable). Delivery time is the estimated time from we send the lenses and until you should receive them. Estimated delivery times Destination Delivery Method Estimated Delivery Time Portugal Continental Portugal: a) Weight 0-100g: CTT b) Weight above 100g: Transport company Portuguese islands: CTT 1-2 business days 1-3 business days Rest of Europe Registered Mail 2-7 business days Outside Europe Registered Mail 6-14 business days Total time (the time from you order and until you receive the products) is dependent on the availability of the item/s in your order. A total delivery date can in principle not be guaranteed, since we have no influence on delays in delivery by the manufacturer and/or the shipping partners or force majeure.

Q	What is the shipping expenses?
A	Our shipping prices are automatically calculated based on destination country and the weight of the products ordered. The total shipping/delivery costs are shown in the checkout.

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My prescription

Q

How do I read my prescription?

A

(This information can also be found of the contact lens box).   Here is the information a prescription should contain: » OD = right eye » OS = left eye » Brand name (for example Soflens) » BC / Base Curve (a number between 8.0 and 10.0) » DIA / Diameter(a number between 13.0 and 15.0) » Power / Sphere / Rx (a number between -20 and +20) For astigmatic patients, we also need: » Cylinder (a number between -4.00 and +4.00) » Axis (a number between 0 and 180) » Cylinder and Axis are usually separated by × and read as "times" A contact lens prescription is not the same as an eyeglass prescription. In addition to lens power, a contact lens prescription contains other information related to the size of the lens. The power of the contact lenses is generally not the same power as in your eyeglass prescription. This is because the contact lens is located on the surface of your eye, while your eyeglasses are located about 10-14 mm in front of your eye.

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Wearing, Cleaning and storage of your contact lenses

Q

How to put and take contact lenses

A

Putting contact lenses on: step by step. STEP 1: Thoroughly wash and dry your hands with soap and a clean towel. STEP 2: Rinse your lens with solution to remove any trace of debris. (If you’re using a new lens, or 1-DAY ACUVUE® Brand Contact Lenses, simply take them out of the package, no solution is needed) Tip: To avoid mixing up your contact lenses, always apply and remove the lens for your RIGHT eye first. STEP 3: Place the lens on the tip of your index finger. Be sure the lens is correctly oriented by checking the inside–out marker. STEP 4: Use your other hand to hold your upper eyelid so you won’t blink. STEP 5: Pull down your lower eyelid with the other fingers of your applying hand. STEP 6: Look up at the ceiling and gently place the lens on the lower part of your eye. STEP 7: Slowly release your eyelid and close your eye for a moment. STEP 8: Blink several times to center the lens. You’re all set. STEP 9: If your lens feels uncomfortable, remove it and inspect for damage or debris. If it’s damaged, discard it. Otherwise, rinse with more solution and reapply. Taking contact lenses off: step by step. STEP 1: Thoroughly wash and dry your hands with soap and a clean towel. STEP 2: Look up at the ceiling and pull down your lower eye lid. Tip: To avoid mixing up your contact lenses, always apply (and remove) them in the same order. STEP 3: Bring your index finger close to your eye until you touch the lower edge of the lens. STEP 4: Slide the lens down to the lower white part of your eye. STEP 5: Gently squeeze the lens between your thumb and index finger and remove it. STEP 6: Remove the other lens following the same procedure.  [/acctab]

Q

How to clean your contact lenses

A

Reusable lenses need to be cleaned and disinfected. By cleaning and rinsing your contact lenses properly, you’ll eliminate at least 90% of any bacteria – so a good, regular cleaning routine is important to keep your eyes as healthy as possible. How to clean your lenses Follow our step by step guide to cleaning your lenses and always refer to the usage guide that comes with your contact lens solution: 1. The best time to clean and disinfect reusable, soft contact lenses is immediately after you remove them 2. Place the lens in the clean dry palm of one hand 3. Apply a few drops of the cleaning solution and use your little finger to rub the front and back surface of each lens gently 4. Rinse your lenses thoroughly with the solution and place into the lens case 5. Fill each chamber of the lens case with solution, close the lids and leave to soak until you have to change the storing solution (this will depend on which contact lens solution you are using – check the usage guide to see) Don’t forget your lens case! We all know how important it is to keep our lenses clean. But you’d be surprised how many people overlook their lens cases. Your lens case needs to be just as clean as your lenses, after all they spend a lot of time soaking in them. Follow our simple tips and keep your lens cases as hygienic as possible: • After you’ve inserted your lenses, empty your case of solution • Regularly rinse your case with fresh disinfecting solution and leave to air dry on a daily basis (microbes cannot multiply in dry conditions) • Replace your cases frequently – monthly is ideal

Q

What should I do if I have problems with my contact lenses?

A

In the first instance, stop wearing them. If you have any doubts, or discomfort that does not improve upon removing the lens consult your optician as soon as possible. WHAT TO DO IF A PROBLEM OCCURS: •  IMMEDIATELY remove the lens •  Occasional dryness may be relieved by the use of lubricating and wetting drops. If dryness persists consult your eye care professional •  If a lens sticks (stops moving), apply several drops of a lubricating solution and wait until the lens begins to move freely on the eye before attempting to remove it. If the lens continues to stick, IMMEDIATELY consult your eye care professional

Q

If I only use my contact lenses occasionally, how often should I replace them?

A

The replacement period mentioned on the contact lens box refers to the actual time you wear the lenses, so the lenses can last longer if you are not wearing them every day. An example: Lenses indicated for monthly replacement can be used 30 times/days, so if you for example use your monthly disposable lenses every day then you need to replace your lenses every month if you for example only use monthly disposable every 2nd day then you need to replace your lenses every 2nd month Note: Daily disposable contact lenses should NEVER be cleaned and reused. The advantage of using disposable lenses is that you start using a new pair of lenses after you have used the lenses for the recommended time. The cleaning procedure of disposable lenses is normally only good enough for the recommended wearing period. Regarding long term storage of contact lenses in the cleaner case: The contact lens cleaning solution will only be effective for some time, this depends on the brand.  In general, you should replace the contact lens solution in the cleaner case at least every 2nd month.

Q	Should I have regular eye exams even if my eyes has not changed?
A	You should follow your optician's advice, and have regular exams of your eyes. Contact lens users should be aware of that contact lenses may cause damage to the eyes without necessarily causing any obvious symptoms.

Q	Can I share or trade my contact lenses with others?
A	Don't share your contact lenses with anyone. Sharing contact lenses may spread micro-organisms that may result in serious eye health problems. Contact lenses, even if worn for cosmetic reasons, should only be worn under the supervision of an eye care professional.

Q	Are contact lenses difficult to take care of?
A	There are many different types of contact lenses, which means there are also many different methods of caring for them. You need to clean and desinfect your lenses on a regular basis, unless you have chosen Daily Disposable lenses that does not require cleaning and maintenance.

Q	Can I switch to another brand of contact lens solution?
A	The solution recommended by your eye care professional is likely the best choice for you, so you should not switch to a different brand without first consulting with your eye care professional.

Q

Why do I have to clean my contact lenses?

A

In general all contact lenses (except 1-day disposable lenses), whether soft of rigid type, will require a cleaning, disinfecting and rinsing solution. Enzymatic agents (protein remover) may also be required to reduce build up of protein on the lens surface. Contact lenses are exposed to a complex environment whilst on the eye. The tearfilm contains a number of different proteins which potentially adhere to the surface of the contact lens. The buildup of protein reduces the wettability of the surface of the contact lens which causes a "smeary" or "fogginess" to vision. A protein cleaner, often an enzymatic agent, will help in reducing the potential for protein to adhere to the contact lens surface.

Q	Can I wear contact lenses while I sleep or nap?
A	You should ask your eye care professional. It depends on what type of lenses you are wearing (only certain types of contact lenses are indicated for 24 hour use), and other factors. You should not sleep with your contact lenses until you have discussed this with your eye care professional.

Q	How often should I replace my contact lenses?
A	This depends upon the type of contact lenses you wear. Replacement periods varies from 1 day, 1 week, 2 weeks, 1 month, or longer.

Q

Can I continue to wear my contact lenses during pregnancy?

A

Because of hormonal changes, dry eyes and water retention, your vision may be affected and altered. The following problems are common: Increased dryness, spots, blurred vision, distorted vision, and sometimes even hemorrhages in the eye. You can lessen these problems by reducing the time you wear your contact lenses, or you can chose to stop using lenses during pregnancy. You may want to discuss these possible problems with your eyecare professional, and find another solution for your visual correction needs during pregnancy.

Q

How long does it take to adapt to new contact lenses?

A

Soft lenses are generally worn for 2-4 hours on the first day and the wearing time is increased by about 2 hours per day, up until 8 hours of daily wear is achieved. The rate at which the wearing time is increased and the maximum number of hours that the lenses can be worn will depend on the lenses used and the recommendations of your eyecare practitioner. Rigid lenses are generally worn for 2-4 hours on the first day, with an increase of 1-2 hours each day until 8 hours of daily wear is obtained. Again the rate at which the wearing time is increased and maximum number of hours of wearing time will depend on the person, the lenses used and the recommendations of your eyecare practitioner.

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How to order from us

Q	Can I order by mail or telephone?
A	For practical reasons, orders by mail or telephone is not possible.  All orders has to be made by you, in our web shop.

Q	How will I know my order has been received?
A	You will always receive an e-mail confirming receipt of your order within a few minutes after you have confirmed the order in our web shop.

Q	Can I order lenses that is not mentioned in your website?
A	We will most probably be able to help you. Send us an email, where you specify Manufacturer + Lens name + that you want a quotation. We will then contact our suppliers.  When we have a reply, we will contact you, informing if we can deliver the lenses, and at which price.

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Returns/exchanges of contact lenses

Q

Can I return contact lenses that I have received?

A

Return policy. 1. Standard contact lenses can be returned to us. Just send the products to us - unopened (unopened containers / boxes or packaging). Contact lenses are classified as medical products, and opened boxes or vials are not suitable for resale. - in the original packaging, and suitable for re-sale again - with our return-form, found here: word or pdf - within 14 days after reception of the product and we will refund your money within 1-2 days after reception of the product. Refunds will normally be made by re-crediting the payment card account from which the money was originally debited, or by transfer to your bank account. Note: Disposable lenses in soft secondary packaging - i.e. the blisters in the box, can not be returned, since these are not suitable for resale. You are responsible for the shipping and shipping costs to us. Please keep a "proof of postage" when returning goods. 2. Non-standard contact lenses ("made-to-order" lenses) can not be exchanged, returned or canselled.

Q

Can I return defective lenses?

A

Defective lenses can be exchanged for the same product if the manufacturer's laboratory confirms the defect. Print and fill in our our return form, and send it with the defective lens + the original packaging, within 14 days after reception of the product. Our return-form is found here: word or pdf When we receive the lenses from you, we will forward the lens to the manufacturer's laboratory for analysis.  Contact lenses are classified as medical products, and the manufacturer will make a thorough inspection and analysis of the products.  This process usually takes 4-6 weeks. When the lens manufacturer agrees that the lens is defective, a replacement lens will be sent to you at no cost. We cannot issue refunds for defective items.

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Other

Q	Can you advice what lenses I should buy?
A	No! Only a qualified optician examining you should advise you about which lenses are good for your eyes.

Q	Can I use soft contact lenses if I have astigmatism?
A	Yes! You can wear a special type of soft contact lens called a toric lens which will correct your astigmatism. You can find these lenses in our web shop by selecting "Toric lenses" in the menu. Toric lenses are normally more expensive and there are fewer types and colors to chose from compared with with regular (spherical) lenses.

Q	I have dark eyes, can I wear colored contact lenses?
A	Yes! Colored lenses for dark eyes are called opaque contacts. Colored contact lenses for light colored eyes are called enhancer tints. Daily wear and extended wear opaque contact lenses are available in many different colors and shades.

Q	Can I swim with my contact lenses?
A	We do not recommend it, but it is possible. Because water contains bacterias that can adhere to your lenses and cause infections. If you do choose to swim with your lenses, we recommend that you wear goggles and that you disinfect the lenses immediately afterwards.

Q

Can I wear contact lenses while participating in sports?

A

There are many advantages to wearing contact lenses instead of glasses when participating in sports; » they always stay in place » they will not steam up from perspiration » they will not fog up if you move from cold to warm temperatures. » they provide better peripheral vision and depth perception » they eliminate the risk of injury caused by wearing glasses » they make it easier to wear protective goggles

Q	If I have laser surgery, will I still need my glasses or contact lenses?
A	Very few patients who have laser surgery achieve 20/20 vision (perfect vision), so you may still need your glasses or contact lenses after the operation. Your eye care professional will provide you with more information.

Q

Is my child old enough to wear contact lenses?

A

There is no answer. Physically the eyes can tolerate contact lenses at a very young age. The question is more "is the child mature enough to wear contact lenses?" Children are naturally great contact lens wearers if they accept the responsibility for them. Parents must look at how the child handles other responsibilities, like does the child take out the trash, care for the dog or follow through with school or other projects? If the child needs frequent reminders for everyday chores, the child may not be ready for the responsibility of wearing and caring for contact lenses. Talk with your eyecare practitioner as well if you feel your child is not handling the switch from glasses to contactlenses well. Contact lenses can always be tried again at a later date.

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