Tesco Opticians Help - Contact lenses and accessories
Using valuable customer feedback we have created a list of most frequently asked questions regarding our Tesco Opticians store. If you cannot find what you are looking for please visit Tesco Opticians Help or contact us.
How to shop at Tesco Opticians
Can anyone buy from Tesco Opticians?
To buy contact lenses from Tesco Opticians, the first thing you need to do is have an eye test with an optician. Through this test, your optician will determine your contact lens specification. It will also provide an important check on the health of your eyes.
Your optician will then be able to advise which contact lenses are best for your eyes and lifestyle and provide you with a contact lens specification.
Get started by having an eye test with an optician. To book an appointment with a Tesco Optician, please call 0845 601 3479, or book an appointment with an optician local to where you live.
Using the contact lens specification your optician gave you, you can order lenses from Tesco Opticians.
Can I order contact lenses if I live abroad?
At present we are able to deliver to UK addresses only, so unfortunately you can not order from abroad.
How do I find my contact lenses?
If you know the category of contact lens that you wear, you can use the links on the left to view all the products in that category.
For instance, if you wear one-day lenses, select 'Daily disposables' on the left for a list of all the contact lenses of this type. If you have astigmatism, click on 'Toric' for a list of all the contact lenses for this condition.
Alternatively, for a list of all the contact lenses available on the website, select 'Not sure what type?'.
If you know the manufacturer's name, or a brand name that is on the packet, you could use the search at the top of every page. Enter the name into the search field and click 'Find' for a list of all the products on the website containing that name.
Can I see product information?
In the list of contact lenses of a particular category, click the 'Buy' button next to the product for a full description and a larger photograph of that product.
In the list of contact lenses on the 'Not sure what type?' page, or in the results of a search, click on the name of the product to view this information.
How do I register?
When you decide to buy contact lenses from Tesco Opticians for the first time, click 'Add to basket' to select the contact lenses in your specification and the website will automatically take you through the registration process.
At the login page, enter the details requested for 'New customers' and a series of pages will guide you through entering all the details we require to supply your contact lenses, or to contact you if there is a problem.
You only need to register once to buy contact lenses from Tesco Opticians. When you place further orders, all these details are remembered, although you will of course be able to alter any details that have changed.
During registration, you can also view the full terms and conditions of our online shopping service.
Can I use my tesco.com login?
Due to the nature of medical records stored by the Tesco Opticians website, this information is saved separately from other Tesco.com stores. Because of this it is necessary to register again to buy contact lenses. You can, however, use the same password if you wish.
What happens when I place my order?
Can I order to a different address?
Yes. You can have your order delivered to a different address than your home address as long as it is in the UK.
Can I choose a delivery date?
Once you have submitted your order through the website we aim to dispatch it within 14 days. However, it is not possible to choose a specific delivery date. You can track the status of your order by clicking on 'My Account' at the top of the home page. You may need to log in at this stage if you haven't already done so. Once logged in, you will be able to view your order history.
If you have any queries about your order while you are waiting for it to be delivered, please call us on 0845 601 3479 or email us on help@tescoopticians.com
How is my order confirmed?
Once you have checked out, you will receive a confirmation email detailing all the contact lenses and their specifications. Once you have received your confirmation email, you can track the status of your order by clicking on 'My Account' at the top of the home page. You may need to log in at this stage if you haven't already done so. Once logged in, you will be able to view your order history.
What is the returns policy?
We believe you'll be delighted with your purchase, but should you wish to return any item(s), please follow the instructions below.
Please note that refunds can take up to 21 days to appear on your credit card statement.
No fault with product
If there's no fault with the product, the item(s) must be returned 'as sold' in its original packaging with all components intact within 14 days of receipt. To return an item, please contact us on 0845 601 3479 to obtain a 'Return Number'. Note this on a copy of the confirmation email you received when you placed your order and enclose these with the contact lenses you want to return. Return to: Tesco Opticians, Freepost NWW8216A, Altrincham, WA14 5UR.
Please note that we are unable to accept non-faulty items after 14 days of receipt.
Faulty items
To return a faulty item, please state this on the confirmation email you received when you placed your order along with the nature of the fault to assist our team in processing your product. Then contact us on 0845 601 3479 to obtain a 'Return Number'. Note this on a copy of the confirmation email and enclose these with the contact lenses you want to return.
Return to: Tesco Opticians, Freepost NWW8216A, Altrincham, WA14 5UR.
Once the item has been received by our warehouse we will credit your account. Please note that goods cannot be returned to a Tesco store.
If you are returning a product, including a copy of the confirmation email with the package will greatly assist in processing your return and ensure you receive a prompt refund.
Can I change an order after I have placed it?
Once you have submitted your order through the website we aim to dispatch it as quickly as possible to you. This means that in some circumstances we may be unable to change your order and you will have to return the lenses to us when they arrive.
So as soon as you decide you want to change your order, please contact our call centre on 0845 601 3479.
Please note that refunds can take up to 21 days to appear on your credit card statement.
Cancelling my order
Once you have submitted your order through the website we aim to dispatch it as quickly as possible to you. This means that in some circumstances we may be unable to cancel your order and you will have to return the lenses to us when they arrive.
However, as soon as you decide you want to cancel your order please contact our call centre on 0845 601 3479.
If you are returning a product, including a copy of the confirmation email with the package will greatly assist in processing your return and ensure you receive a prompt refund.
Please note that refunds can take up to 21 days to appear on your credit card statement.
My contact lens specification
How do I know what lens specification to buy?
To wear contact lenses you need to have an eye test with an optician. Through this test, your optician will determine your contact lens specification. It will also provide an important check on the health of your eyes.
Your optician will then be able to advise which contact lenses are best for your eyes and lifestyle, and provide you with a contact lens specification.
Get started by having an eye test with an optician. To book an appointment with a Tesco Optician, please call 0845 601 3479, or book an appointment with an optician local to where you live.
How do I book an appointment with an optician?
To book an appointment with a Tesco Optician, please call 0845 601 3479. Alternatively, you can book an appointment with an optician local to where you live.
How do I change the type of lenses I use?
To change from one type of lenses to another you will have to go back to your optician who will be able to advise you which lenses are best for your eyes and contact lens specification.
To book an appointment with a Tesco Optician, please call 0845 601 3479, or book an appointment with an optician local to where you live.
Once you know which type of lenses you want, and what type of contact lens specification you need, you can buy them online from Tesco Opticians.
How do I start wearing contact lenses?
To start wearing contact lenses you need to have an eye test with an optician. Through this test, your optician will determine your contact lens specification. It will also provide an important check on the health of your eyes.
Your optician will then be able to advise which contact lenses are best for your eyes and lifestyle, and provide you with a contact lens specification.
To book an appointment with a Tesco Optician, please call 0845 601 3479, or book an appointment with an optician local to where you live.
Why do you need to contact my optician?
Legally, we can't supply contact lenses unless you give us permission to check your contact lens specification with your optician. This is to protect your eyesight and to make sure we supply you with the correct contact lenses for your contact lens specification.
Payment and checkout explained
Which credit and debit cards do you take?
We accept the following cards:
- Visa credit cards
- Visa Delta cards
- MasterCard® cards
- Maestro® cards
- Solo cards
We do not accept Electron cards.
What is my credit or debit card security code?
This is the three-digit number printed on the back of your debit or credit card. It appears immediately after and to the right of your card number. It is separate from your 16-digit card number.
Entering this code helps to guard against fraud, as it enables us to validate that the card used in the transaction is possessed by you.
The security code is also known as CVV2 or CVC2.
How do I check out and pay?
If this is the first time you have placed an order with tescoopticians.com you will need to select the correct contact lenses and then enter the details required about you and your lenses to complete your order.
After these details are completed, they are displayed on a final page to allow you to review them and correct any errors. When you are happy with the details click 'Confirm' to complete your order.
Our acceptance of an order takes place on dispatch of the order, at which point the purchase contract will be made and you will be charged for your order.
What is the delivery charge?
There are no delivery charges. Postage and packing is FREE with Tesco Opticians.
How is my order confirmed?
You will receive confirmation of your order via email. You can trace your order by clicking on the 'My Account' link at the top of the home page. You may need to log in at this stage if you haven't already done so. Once logged in, you will be able to view your order history.
Problems with checking out?
We are sorry that you are currently experiencing technical difficulties at Tesco Opticians.
Please email our Customer Service Team on help@tescoopticians.com, providing as much information about your problem as possible or contact our call centre on 0845 601 3479.
Are the prices the same as in store?
Internet prices for contact lenses are often cheaper than our in-store prices. Check out our latest brochure for details.
Clubcard
Do I need a Clubcard?
You don't need a Clubcard to shop at Tesco Opticians but for every £1 you spend online you will earn one Clubcard Point. There are also special promotions for Clubcard holders where you are given the opportunity to earn more Clubcard Points. If you don't have a Clubcard, you can pick up a card in your local store, and then register online at www.tesco.com/register.
Will I earn Clubcard Points?
When you shop with us online, you will earn points like you do in store!
With you spend £1 you will earn one point, and there are always lots of promotions to help you top up your total.
When do I get my points?
If you used a Clubcard when placing an order, the points will appear on the next quarterly statement. There may be a delay of up to two weeks in transferring these points, so if you use your Clubcard when placing an order just before a mailing, you may have to wait for the next mailing to see these on your statement.
About deliveries
My order has missing items
If you are missing items after the delivery time for your order has elapsed, please email us on help@tescoopticians.com or contact our call centre on 0845 601 3479 for more information.
Where is my order?
Most of our products are dispatched from our warehouse within 14 working days of your confirmation email being sent.
The call centre is unable to do detailed investigations into orders that have not arrived until the expected delivery time has elapsed, as the product may be on its way. However, you can trace your order by clicking on the 'My Account' link at the top of the home page. You may need to log in at this stage if you haven't already done so. Once logged in, you will be able to view your order history.
In the unlikely event that you have problems with the order, please email us on help@tescoopticians.com or contact our call centre on 0845 601 3479.
My order did not arrive on time
You can trace the status of your order by clicking on the 'My Account' link at the top of the home page. You may need to log in at this stage if you haven't already done so. Once logged in, you will be able to view your order history.
You can also email us on help@tescoopticians.com or contact our call centre on 0845 601 3479
I have been overcharged
In the unlikely event that you have been overcharged, please email us on help@tescoopticians.com or contact our call centre on 0845 601 3479.
I've not received any Clubcard points
In the unlikely event that you have not received your Clubcard Points, please email us on help@tescoopticians.com or contact our call centre on 0845 601 3479.
How do I return an item?
We believe you'll be delighted with your purchase, but should you wish to return any item(s), please follow the instructions below.
No fault with product
If there's no fault with the product, the item(s) must be returned 'as sold' in its original packaging with all components intact within 14 days of receipt. To return an item, please contact us on 0845 601 3479 to obtain a 'Return Number'. Note this on a copy of the confirmation email you received when you placed your order and enclose these with the contact lenses you want to return. Return to: Tesco Opticians, Freepost NWW8216A, Altrincham, WA14 5UR.
Please note that we are unable to accept non-faulty items after 14 days of receipt.
Faulty items
To return a faulty item, please state this on the confirmation email you received when you placed your order along with the nature of the fault to assist our team in processing your product. Then contact us on 0845 601 3479 to obtain a 'Return Number'. Note this on a copy of the confirmation email and enclose these with the contact lenses you want to return.
Return to: Tesco Opticians, Freepost NWW8216A, Altrincham, WA14 5UR.
Once the item has been received by our warehouse we will credit your account. Please note that goods cannot be returned to a Tesco store.
Including the returns slip or a copy of the confirmation email with the package will greatly assist in processing your return and ensure you receive a prompt refund. Please note that refunds can take up to 21 days to appear on your credit card statement.
How long does it take to credit my refund?
Refunds can take up to 21 days to appear on your credit card statement.
If you are returning a product, including a copy of the confirmation email with the package will greatly assist in processing your return and ensure you receive a prompt refund.
My order history
To see your order history with tescoopticians.com, click on the 'My Account' link at the top of the home page. You may need to log in at this stage if you haven't already done so.
Once logged in, you will be able to view your order history.
Your account and personal details
Change your address
You can change your address by clicking on the 'My Account' link at the top of the home page. You may need to log in at this stage if you haven't already done so.
Update your personal details
To update your profile, go to the 'My Account' link at the top of the home page.
This will allow you to make changes to your profile. You may need to log in at this stage if you haven't already done so.
Forgotten your password?
To retrieve your password:
- 1. Click on the 'Login/Register' link at the top of the page
- 2. Click on the 'Forgotten your password?' link
Follow the on-screen instructions and your password will be sent to your email account that you used to register with tescoopticians.com.
Remove me from mailing lists
- 1. Login at www.tescoopticians.com
- 2. Click on 'My Account'
- 3. Select the bottom option 'Your contact preferences'
- 4. Select appropriate box and click 'Confirm'
Technical help
I am receiving an error message
We are sorry that you are currently experiencing technical difficulties at Tesco Opticians.
Please email us on help@tescoopticians.com, providing as much information about your problem as possible, or contact our call centre on 0845 601 3479.
I am having problems registering
We are sorry that you are currently experiencing technical difficulties at Tesco Opticians.
Please email us on help@tescoopticians.com, providing as much information about your problem as possible, or contact our call centre on 0845 601 3479.
Problems placing an order
We are sorry that you are currently experiencing technical difficulties at Tesco Opticians.
Please email us on help@tescoopticians.com, providing as much information about your problem as possible, or contact our call centre on 0845 601 3479.
Problems with payment
From time to time we experience temporary problems with our systems. If you can't check out, it may be as a result of one of these problems. We recommend that you log off and try again.
If this does not resolve your problem, please email us on help@tescoopticians.com, providing as much information about your problem as possible, or contact our call centre on 0845 601 3479.
Technical requirements
To use Tesco Opticians, you will need one of the following browser versions or higher:
- Microsoft® Internet Explorer 4.1
- Netscape® 4.5
You will also need your browser to be enabled to use both JavaScript and cookies.
All our web pages are designed with an 800x600 screen resolution in mind.
Forgotten your password?
To retrieve your password:
- 1. Click on the 'Login/Register' link at the top of the page
- 2. Click on the 'Forgotten your password?' link
Follow the on-screen instructions and your password will be sent to your email account that you used to register with tescoopticians.com.
Remove me from mailing lists
- 1. Login at www.tescoopticians.com
- 2. Click on 'My Account'
- 3. Select the bottom option 'Your contact preferences'
- 4. Select appropriate box and click 'Confirm'