FAQ

Do you have questions about your order, delivery or any other question? See below our frequently asked questions. Can’t find your answer? Don’t hesitate to contact our customer service at service@123optic.com .
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About ordering contactlenses at 123Optic


Is it safe to order contact lenses via the internet?
Absolutely! We provide exactly the same contact lenses as the optician or other online providers. Our contact lenses are manufactured by the same producers, such as Johnson & Johnson. However, we strongly recommend to regularly pay a visit to the optician or eye specialist for an eye check. This way you keep a close eye on the condition of your eyes and you know for sure that you are still ordering the right contact lenses!

Are the 123Optic brands original?
Both our lenses and lens solution are 100% original. Thanks to our smart stock system, the lenses are not only a lot cheaper, but also have a longer expiration date than their equivalents offered by opticians. This can be very useful for, for example, lens fluid or when you purchase larger numbers of contact lenses in one go.

Why order lenses at 123Optic.com?
123Optic.com is up to 70% cheaper than the optician, without compromising on quality. Our service is reliable and safe. Moreover, the lenses are delivered quickly and you no longer have to leave the house for your own trusted contact lenses!

Which lenses do I need?
Unfortunately, we can’t tell which contact lenses fit best your eyes and lifestyle. Therefore we would advise you to contact an optician or other eye specialist. Once you know which lenses he or she finds most suitable for your eyes, you can order them a lot cheaper at 123Optic.com!

Which lens solution do I need?
The same principle goes for lens fluid, which equally depend on personal preferences. For example, sometimes you may be allergic to certain ingredients or a lens solution simply feels better than another. Moreover, not just all lens solutions easily go together with every type of contact lens. Therefore always consult your optician or optometrist before changing your lens solution.

What are silicone hydrogel lenses? Silicone Hydrogel lenses are made of a different material than the normal 'soft' lenses. The material these types of lenses are made of allow more oxygen to pass through. This significantly reduces the chance of dry eyes and your eyes will feel more relaxed.

What ar toric lenses?
If you have a cylindrical aberration, wear toric lenses. Toric contact lenses are designed for people with astigmatism, this means that there is a cylindrical defect. The curvature or bulging of the cornea or lens in the eye is also corrected, so that your vision becomes sharp again at all distances!

How often do I need to go to an optician for an eye check?
We recommend to have your eyes checked at least twice a year. If you do so every six months, any problems can be discovered in time and you can anticipate them well. This way you also keep a close eye on whether your eyes have deteriorated and the strength of your contact lenses still suits you. If you have any complaints in the meantime, don't hesitate to go sooner!

About ordering and delivery 

How can I place an order?
Ordering at 123Optic is very easy and affordable:

Step 1 Place the desired item in the shopping cart
Search through the menu or through the search bar the article of your choice and enter the desired strength and quantity on the product page. Click on the 'Order' button. If you have placed all the articles of your choice in the shopping cart, go to the shopping cart at the top right of the page. Here you can change the number of articles or delete an article. Have you finished shopping? Then click on the 'Order now' button.

Step 2 Provide personal information
In order to process your order, we need some information from you. Do you already have an account with 123Optic.com? Then log in with your email address and password, so you don't have to enter your name and address again. Are you ordering for the first time? Then a new account will be created for you automatically.

Step 3 Payment and delivery
To complete the order you can choose from a number of payment options. With iDeal, Mastercard, Visa and Paypal you pay directly online and your order is immediately processed to deliver it to your home as quickly as possible. With 'transfer' we wait to process your order until we have received your payment. Delivery is done by one of our partners.

These are the rates for shipping costs per country:
Netherlands - PostNL. Orders from € 99 will be delivered to your home for free. Otherwise you pay € 3.90.
Belgium - Bpost. From € 99 it will be delivered to your home for free. Otherwise you pay € 3.90.
France - Colissimo. From € 99 it will be delivered to your home for free. Otherwise you pay € 4.90.
Germany - DPD Predict. From € 99 it will be delivered to your home for free. Otherwise you pay € 2.99.
Austria - DPD Predict. From € 99 it will be delivered to your home for free. Otherwise you pay € 3.90.
Greece - GENIKI TAXYDROMIKI. From € 99 it will be delivered to your home for free. Otherwise you pay € 3.90.
Switzerland - Swiss post priority. From € 99 it will be delivered to your home for free. Otherwise you pay € 4.90.

Can I follow my parcel?
The moment your order is shipped from the distribution center, your order will appear as shipped in your "123Optic account". You will also receive a shipping confirmation by e-mail with a Track & Trace code, so that you can track your order online.

When will my order be delivered?
This depends on the payment method and the type of lens you ordered and also with the stock.

What happens if I am not at home when my package is delivered?
The delivery person offers the order at the delivery address. If you are not at home during the first delivery attempt, there are 3 options: (1) Package is delivered to the neighbors (2) Package is delivered to distribution center in the neighborhood  (3) Package will be offered again at a later time. You can schedule a new appointment for this with our delivery partner.

Can I determine when my order will be delivered?
Unfortunately it is currently not possible to choose the delivery time for the first delivery yourself.

Can I have my order delivered to a different address?
Yes, you can have your order delivered to an address other than your billing address. You can add multiple addresses in your 123Optic account. However, it is necessary that both the billing address and the delivery address are in Europe. Pay attention! You can’t change the delivery address after you have placed your order. Our customer service can neither change this.

Can I have my order delivered abroad?
It is possible to have orders delivered abroad. All you have to do is change the delivery address to the correct address. Contact our customer service via service@123optic.com to calculate the shipping costs.

What should I do if I have received the wrong products?
If your order contains one or more wrong items, you can return the products within 14 working days after receipt. Wrong products are exchanged if the package is unopened. Used products, damaged packaging or products not packaged in original packaging can not be returned or refunded. My order does not contain all the items that I have ordered. In the event that you have ordered one or more items, but have not received these items, it is best to contact our customer service, we will gladly help you further via service@123optic.com.

How do returns work?
Returning items is possible in some cases, but with lenses there are of course some extra rules. For more information, read our Terms and Conditions.

Terms and conditions & Privacy statement


What about your complaints procedure?
Fortunately we receive few complaints! But of course something can always go wrong. If you have a complaint about a product or our services, we want to help you as good as possible. For this you can mail to service@123optic.com. We will contact you within 3 working days!

Where can I find the terms and conditions?
During the ordering process you agree to our Terms and Conditions. In it we describe under which agreements we deliver the products. For questions about our terms and conditions, we kindly refer you to our customer service.

Where can I find the privacy statement?
Our privacy statement can be found here
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