Orders & Payments
Q: Is it safe to shop on your website?
A: Yes. Our website uses SSL encryption and trusted payment providers to ensure your personal and financial information remains secure.
Q: What payment methods do you accept?
A: We accept major credit and debit cards, PayPal, Apple Pay, and Google Pay. All payments are securely processed through encrypted payment systems.
Q: How do I place an order?
A: Ordering is simple, fast and secure. Please visit our How to Order page for step by step instructions. If you need more assistance please contact us to help you place your order.
Q: Can I cancel or change my order?
A: An order can be modified or canceled as long as it hasn't shipped. Please contact our support team for assistance.
Shipping & Delivery
Q: Where do you ship?
A: We currently ship to most countries in the world. For the list of countries we currently ship to, please refer to our countries list. If you country is not listed then unfortunately we cannot ship to your location at the moment.
Q: How long does it take for my order to ship?
A: For product availability and the expected dispatch time please refer to the "Availability" section on the product page.
Q: How long does delivery take?
A: Delivery times vary depending on the product and destination. To get the total delivery time for your order, you should add the availability time on the product page to the shipping time shown during checkout. For more information please visit our delivery page.
Q: How can I track my order?
A: Once your order ships, you will receive a tracking number and link by email. You can also track your order by logging into your Vision Marketplace account and viewing the order details.
Returns & Exchanges
Q: What is your return policy?
A: We accept returns for eligible items within the specified return period, provided they are unused and in their original packaging. For more information please refer to our Returns & Exchnages policy.
Q: Can I return contact lenses?
A: For safety and hygiene reasons, contact lenses can only be returned if the boxes remain unopened and sealed.
Q: What if my item arrives damaged or defective or incorrect?
A: Please contact us immediately with your order number and photos of the item, and we will resolve the issue as quickly as possible. Please refer to our Returns & Exchnages policy for more information.
Products & Care
Q: How should I clean my contact lenses?
A: Proper care is essential to keep your eyes healthy and your contact lenses performing at their best. Please refer to our Caring for your contacts guide for more details.
Q: How often should I replace contact lenses?
A: Follow the replacement schedule recommended by your eye care professional and the lens manufacturer.
Support
Q: How can I contact customer support?
A: You can reach us through our contact page, and we’ll be happy to assist you.
