How long does shipping take?

We offer fast and reliable shipping Australia-wide. Most orders are dispatched within 1–2 business days, with delivery typically taking 2–7 business days depending on your location.

Do you offer free shipping?

Yes — free standard shipping is available on eligible orders over a certain amount. Shipping fees will be calculated at checkout.

Can I track my order?

Absolutely. Once your order has been shipped, you will receive a tracking number via email so you can monitor your delivery.

Can I change or cancel my order?

If your order has not been processed yet, please contact our customer support team as soon as possible. Once dispatched, changes may not be possible.

Do you ship internationally?

Currently, Lenshouse ships within Australia only.

What payment methods do you accept?
We accept major credit cards, debit cards, PayPal, Apple Pay, Google Pay, and other secure payment options available at checkout.

Is my payment secure?
Yes. All payments are processed through secure, encrypted payment gateways to protect your personal and payment information.

Can I return contact lenses?
Due to health and hygiene regulations, opened or used contact lenses cannot be returned. Unopened and sealed boxes may be eligible for return within our return policy period.

What if I ordered the wrong prescription?
Please contact us immediately. If your order has not been processed or shipped, we may be able to update your prescription details.

What if my product is faulty or damaged?
If your lenses arrive damaged or defective, contact our customer support team within 7 days of receiving your order. We will review and assist with a replacement or refund.

How long does refunds take?
Approved refunds are usually processed within 3–7 business days back to your original payment method.

How do I care for my contact lenses?

Always wash and dry your hands before handling your lenses. Clean and store them using the recommended contact lens solution, and replace them according to your prescribed schedule.

Can I sleep in my contact lenses?

Unless specifically prescribed by your optometrist, we do not recommend sleeping in your contact lenses, as this may increase the risk of eye infections.

Can I wear contact lenses while swimming?

We strongly advise against wearing contact lenses while swimming, showering, or using hot tubs, as water can introduce harmful bacteria to your eyes.

How often should I replace my lenses?

Replacement schedules depend on the lens type:

• Daily lenses — replace every day

• Fortnightly lenses — replace every 2 weeks

• Monthly lenses — replace every month

What should I do if my eyes feel dry or irritated?

Remove your lenses immediately and check for damage or debris. If discomfort continues, stop wearing them and consult your optometrist.

Can I use tap water to clean my lenses?

No. Never use tap water to clean or store your lenses. Always use approved contact lens solution.

Do I need a valid prescription to order contact lenses?

Yes. A valid contact lens prescription is required to ensure your lenses are safe, accurate, and suitable for your eyes.

Can I order with my glasses prescription?

No. Glasses prescriptions and contact lens prescriptions are different. Contact lens prescriptions include important details such as base curve (BC) and diameter (DIA).

How do I upload my prescription?

You can upload your prescription directly on the product page before checkout, or email it to us after placing your order.

What if I’m not sure about my prescription?

Our optical team is here to help. Contact us and we can guide you through your prescription details before ordering.

Do you sell genuine products?

Yes. All products sold at Lenshouse are 100% genuine and sourced directly from authorised suppliers.

Can I order lenses for astigmatism or multifocal prescriptions?

Yes. We stock a wide range of toric and multifocal contact lenses from leading brands including ACUVUE, Alcon, CooperVision, and Bausch + Lomb.

What if my prescription changes after I order?

Please contact us as soon as possible. If your order has not been processed, we may be able to update your prescription details.

Do I need to create an account to place an order?
No, you can check out as a guest. However, creating an account allows you to track orders, save prescriptions, and reorder more easily.

How can I track my order?
Once your order has been shipped, you will receive a confirmation email with tracking details.

Can I reorder my previous contact lenses?
Yes. If you have an account, you can quickly reorder your previous purchases through your order history.

How do I contact customer support?
You can contact our team via email, phone, or through our contact form. Our optical team is happy to assist with product, prescription, and order enquiries.

Can I save my prescription for future orders?
Yes. If you create an account, your prescription details can be saved for faster checkout and easier reordering.

What if I need help choosing the right lenses?
Our experienced optical team at Lenshouse can help you choose the right contact lenses based on your prescription and lifestyle.

How quickly will I receive a response?
We aim to respond to all enquiries within 1 business day.