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FAQS

I Live outside of the UK and my parcel has not arrived within the 10 business days. Why is this?

Unfortunately, some Countries are currently experiencing delays within their customs departments. This could cause very long delays, however, we are happy to arrange a refund or replacement if the parcel is not received within 30 business days from dispatch.

My item arrived damaged, what do I do?

Please take photo’s of the FRONT and BACK of the packaging and the damaged contents. We would then submit the claim with the couriers who would look to carry out further investigations. Once investigation has been completed, we will be in touch with our decision. Please retain the package and contents in case the courier requires this as evidence.

The package was empty, what do I do?

Please take photo’s of the FRONT and BACK of the packaging and the damaged envelope. We would then submit the claim with the couriers who would look to carry out further investigations. Once investigation has been completed, we will be in touch with our decision. Please retain the package in case the courier requires this as evidence.

The lenses have arrived, what do I do now?

Ensure that you have a multi-purpose solution for soft lenses. Soak the lenses in this solution for 24 hours before wearing them initially. Follow the instructions provided on cleaning and storage.

What solution do I use?

Purchase a good quality multi-purpose solution for soft lenses and please ensure you follow care instructions provided. Lenses must be cleaned and solution changed everyday to ensure longer life, even if not worn.

Peroxide treatments can also be used occasionally, although please take care to ensure instructions are followed thoroughly.

The lenses move around in my eye. Why is this happening?

This could be due to several reasons, please see below;

1) These lenses are annual lenses and so have less water content. This can cause extra dryness causing the lens to move around. Use a daily lens moisturiser drops to help make them for comfortable.

2) You are wearing the lens inside out. Please flip it back and try again.

3) You suffer from Astigmatism. This means that your cornea is is curved differently and so the lens does not fit properly. You need to confirm this with an eye specialist and next time purchase contact lenses specifically for this condition.

The lenses are uncomfortable and scratching my eye. What can I do?

Please ensure that you have thoroughly cleaned the lenses with plenty of solution. If this does not resolve the problem, you may have scratched the lens from handling in which case you will need to dispose of the lenses and purchase new pair.

The colour/style of the lenses is different to my last pair. Why? 

We take on board customer feedback and so the colour or style may vary occasionally. We can assure you that this does not happen often. If you would like verification of the shade that you are purchasing, please feel free to email us for advice first.

How long do the lenses last?

Most of the Solotica lenses (apart from Solflex) last 1 year. However, this is only with proper care and attention. We do however recommend you changing them after 6 months.

The Solflex range last a month. However, with proper care and attention, they could last 3 months.

I ordered prescription lenses, when will they arrive?

Prescription lenses are made to order so an extra 10 days or more will be added to existing shipping times (Shipping for more information).