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FAQ

POPULAR QUESTIONS
 
Q.  What shipping options do Pure Optical offer?
A.  Please refer to 'delivery information' where our shipping options are listed.
 
Q.  Do I need to send my specification to place an order with Pure Optical?
A.  No. We do not need to actually see your lens specification Our verification of your specification is covered within our Terms and Conditions whereby during the ordering process you declare that you hold a valid specification which is in date for the optical appliances ordered. We will process your order through our European company (see our terms and conditions for details). Should you wish us to further verify your specification with your Optician we would be pleased to do so., Please scan and email to hello@pureoptical.co.uk together with your Opticians contact details.
 
Q.  My order has been dispatched but has not arrived. What do I do?
A.  If  7 working days have passed since you placed your order and no missed delivery note has been recieved,  please firstly contact you local Royal Mail sorting office to check if it is being held there. If it is not, please contact our customer services 0330123325 where we will be pleased to assist.
 
ORDERING
 
Q. Where do I find my specification details needed when ordering?

A. You will find your specification details both on the end of your lens box and on your contact lens specification received from your Optician. Should you need assistance with your specification please call customer services on 03330 1233325 or email us at hello@pureoptical.co.uk

Q.  What payment options are available?
A.  Your card security is very important to us. We offer secure card payments provided via Worldpay who are an industry leading secure payment provider. They utilise the very latest security protocols which ensure you experience a worry free transaction. 
 
Q. Can I order a single box of lenses?
A. Yes. Simply tick only one from either the L or R options when selecting the specification values. 
 
Q. How can I change or cancel an order?
A. If your order has already been paid for, please call contact us at hello@pureoptical.co.uk. If your order is due to be dispatched please instead call our customer services on 03330 1233325. We will try and help with your request. However, if your order has already been dispatched prior to receiving notice of a cancellation or change, we will be unable comply with your request.
 
DELIVERY
 
Q. How long will it take to dispatch my order?
 
A. Unless your lenses are specially made, we aim to dispatch next day provided your order is received by 2pm. You should receive any lens order within 5 working days from date of order with a maximum time of 7 days..
Special order lens delivery is quoted on the product pages.
 
Q. Which countries does Pure Optical ship to?
 
A. Pure Optical ships to the following countries:-  Any EU country.
 
REFUNDS & EXCHANGES
 
Q. If I wish to return my order what do I do?  Will I receive a refund?
 
A. We will accept any returns for refund under the distance selling regulations. We will
refund or exchange goods that are unopened and that arrive back with us undamaged and in exactly the condition that they were sent. Please fill in the form on our Returns section under Customer Services.
 
Returns address:-
Pure Optical
PO Box 7452
HOOK
RG27 7LH
 
Any returns must arrive with us within 7 days of receipt of your goods. For full details, please refer to clauses 12,13 & 14 in our Terms and Conditions.
 
We suggest that a proof of postage is requested when sending to us as we cannot be responsible for items lost in the post.
 
Q. When can I expect my refund after I return the goods?
 
A. We will process your refund within 10 days and in accordance with clauses 12.13 & 14 in our Terms and Conditions.
 
Q. Where will my refund appear and when?
 
A. All refunds will be to the same card used to make your purchase and will appear on your statement within 1-2 working days from processing.
 
Q. What happens if I suspect that my lenses are faulty?
 

A. We will replace any lenses which, following a possible inspection by the manufacturer, are found to be faulty. Please contact our customer services immediately either by email at hello@pureoptical.co.uk or by telephone on 03330 1233325 if you suspect a fault. Please keep any faulty lenses in a contact lens case with a little solution for 7 working days in case the manufacturer requires to inspect them. In addition a LOT number may be requested by the manufacturer which is printed on the lens box.

This LOT number is normally near the bar code on the back of the box. ACUVUE lenses have a 10 character LOT number made up of both letters and numbers (typically L0013N36QY). CIBA Vision/Alcon lenses have a 7 character LOT number which is made up of numbers only. Cooper Vision and Bausch & Lomb lenses do not have LOT numbers.

Q. I have received my order but it is incorrect. What should I do?
 

A. We of course aim to supply you with a first class reliable service. However, should you receive an incorrect order please contact our customer services at hello@pureoptical.co.uk. or by calling 03330 1233325. We will immediately send you the correct order post free. 
We would be appreciative if you would return the incorrect goods to:-

Pure Optical
PO Box 7452
HOOK
RG27 7LH

Please fill in the form in the 'Returns' section under the Customer Services. We will refund your postage costs.
 
CONTACT LENSES
 
Q. Are the lenses on the site the same as the ones I get from my Optician?
A. Yes. All lenses sold by Pure Optical come direct from manufacturers in the UK and 
are exactly the same as those supplied by your Optician. 
 
Q. How long can I wear my contact lenses?
A. You should only wear your lenses strictly in accordace with the instructions from your Optician. We supply a variety of lenses.  Daily disposable are worn for one day only whilst others have variable wearing regimes. Your opticain will prescribe the lenses which are suitable for you together with advice relating to length of wear.
 
Q.  Can I simply try a different type of lens?
A. No. We would not recommend changing lenses without first consulting your Optician. They will need to check the prescription, fit and suitability of the material. 
 
Q  Am I entitled to a copy of my specification from my Optician?
A. Yes. An Optician can only refuse if it is out of date or you are trialling a new lens to check fitting etc. Article 26(2) of the Opticians Act 1989 specifically staes that any Optician has a legal obligation to provide you with a signed copy of the contact lens specification once they have completed the fitting. You may have to ask for this in some cases however. If you experience any problems obtaining your specification, we suggest that quote the above act. 
 
Q.  Where are my contact lens specification details?
A. Your specification can be found on your contact lens box, usually on the end of the box or on the individual blister pack. Otherwise please refer to your specificationor call your Optician.
 
Q.  My vision isn't as good as it has been. What should I do?
A.  It is possible that your specification has changed between check-ups.should you feel this to be the case,  please contact your optician to have your eyes checked.  Regular check-ups are important  for your eye health in general as well as maintaining an up to date specification.