FAQs

Account/Password

We will send you a password reset email. Please click here to find out how to receive a link to create a new password via email. Follow the link to the password reset form on the email, where you can enter your new password.

Please double check if the email address is the one that you have registered with us. Please note our website is case sensitive.

After you have logged into [My Account],
・you can change your account information (email address and password) on [My Details] and
・you can change your default shipping address on [My Address].

If you would like to change your shipping address for your open order (current order),
・you can change your shipping address at [EDIT] through [VIEW] on [Order History] on [My Account] if your order status shows [On hold] or [Pending payment].

Otherwise, please contact us via email immediately to see if we can change your shipping address.
We cannot change the shipping address if your order has already been packed and ready for dispatch.

After you have logged into [My Account], you can see all your previous order history on [Order History].
When you use [ORDER AGAIN] function, please double check your ordered items, prescriptions and delivery address are up to date.

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Delivery

The shipping charge is AU$9.90 per order, regardless of location in Australia.

You will receive free shipping upon your purchase automatically when you place an order over $99 (no coupon code required).
Free shipping is subject to change without notice.

Orders are typically delivered 7-10 working days (remote area may take longer) after they are shipped.
For stocked items, we will ship them within a few days, usually the next day.
For custom ordered items , it usually takes one week (in very rare cases it might take up to 4 weeks) to receive them from our suppliers.
Our distribution centre will dispatch your order after they have acquired all your ordered items if there are any custom ordered items.

After we ship orders, you can track your order on our delivery company’s tracking page at [Track Your Order] on [VIEW] on [Order History] through [My Account].
You will also receive a Dispatch Information email after your order was shipped out.

We use signature required service. You will receive a notification card if you are away.
Please follow the instruction on the card. If the package is still in the hands of the transporter, you can contact them and you may still be able to receive the package.

However, after a certain length of time, your package will be returned to the sender (SAVELENS).
If you find the shipping company has returned your order while you were away, please contact us via email we will re-send your order, but the additional shipping cost will be at your expense.

We are not able to control the delivery date directly, but you may contact the shipping company and ask them to deliver your order on a certain date.
We cannot guarantee that they will be able to accommodate your request.

We do not offer special delivery or rush shipments at this time.

Due to strict controls on medical devices, we are unable to ship to locations outside Australia.

Please contact us via email. We will instruct you the necessary steps and will re-send your package after confirming the status of returning to the sender.

*Additional shipping cost will be at your expense.
*If more than one year passes since the date the order was originally shipped, we will not be able to re-send the order or issue a refund.
*We do not take any responsibility in the cases where the orders have gone missing or been delivered to a wrong person due to insufficient /wrong address.

Goods valued over AU$1,000 may be charged an Import Transaction Fee. We have placed limitations on purchase quantity so that you will not be charged the ITF, but please note that any customs duty that may occur is at the responsibility of the purchaser.

We split delivery when ordering more than 9 packs of products (packing/shipping up to 8 packs in one box).
It depends on the size of the product.

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Placing orders/Returns

As long as orders match your latest valid prescription, you may choose to buy any kind of merchandise from our website.
* Orders are dispatched after all your ordered items are received if they are custom ordered ones.

You will be able to purchase up to 24 boxes on each order.
*If your order contains more than 9 packs of product, it will be shipped in multiple packages. It depends on the size of the product.

When you have completed your order, you will receive a confirmation email from us.
If you do not receive a confirmation email from [SAVELENS] within 1 hour after placing your order, please contact us via email.
Or visit [My Account] to confirm your order status at [VIEW] through [Order History].
Please double check your registered email address is correct and your junk folder.

Please contact us via email immediately to see if we can change your order.
In case your order has already been processed. we will instruct you where and how to send us back the unopened boxes and
we will ship you the correct items when we receive your returned items (incorrect order).
* Additional shipping cost will be at your expense.

If your required prescription is out of stock, please use the Restock Notification Request service to receive the information on the product.
Click here for more details on the Restock Notification Request.

If your order status shows [On hold] or [Pending payment] , you can change the shipping details directly at [VIEW] through [Order History] on [My Account].
Otherwise, please contact us via email immediately to see if we can change your shipping address.
After your order has been processed, we are unable to change the shipping address. Please contact the delivery company directly in that case.

After you have logged into [My Account], you can see your order status at [VIEW] through [Order History].
Your order goes through the following steps:

[Pending payment] : Credit Card payment/PayPal payment failed/unfinished.
※You are able to cancel your order at [CANCEL], repay or change your payment method at [PAY], or shipping address at [EDIT] through [VIEW].
※Orders in this status will be cancelled automatically if we don’t receive payment within 7 days.

[On hold] : We have been waiting for the payment by Bank Transfer (the payment status is [Unpaid]).
※You are able to cancel your order at [WANT TO CANCEL THIS ORDER?] or change your shipping address at [EDIT] through [VIEW].
※Order confirmation e-mail including the account information has been sent.
※Orders in this status will be cancelled automatically if we don’t receive payment within 7 days.

[Processing] : Credit Card/PayPal payment has been confirmed. The payment by Bank Transfer has been confirmed.
※Credit card/PayPal: Payment confirmation (Order details) email has been sent.
※Bank Transfer deposit confirmation: A deposit confirmation email has been sent.

[Ready For Shipping] : The order is being sent to the distribution warehouse at this stage.
Stocked items: Being prepared for delivery.
Custom Ordered items: Ordered from the supplier (back ordered). If your order contains custom ordered items as well as stocked items, the order will be dispatched after all items have been received.

[Split Shipment] : The order is under split delivery.
If there are more than 9 items in one order, your order will be shipped in multiple packages. It depends on the size of the product.
※After all products have been shipped, the status will be changed to [Completed].

[Completed] : The order has been shipped from our distribution centre.
※A dispatch information email (the tracking details) will be sent.
※You can also track your order on our delivery company’s tracking page at [Track Your Order] through [VIEW].

[Cancelled] : The order was cancelled automatically (payment has not been received within 7 days), cancelled by a customer or by staff (agreed by the customer).

[Refunded] : The order was cancelled and the total amount of the order was refunded by staff (agreed by the customer).
If your order was partially refunded, the status remains as it was.

Unfortunately we do not cancel orders once they have been processed unless your order status shows [On hold] (unpaid by Bank Transfer) or [Pending payment] (Credit card/PayPal payment failed/unfinished)).

Please keep this in mind when you place your order.
*Be sure to recheck and verify all your order details and information prior to submitting an order.

Due to our system difficulty, we will not be able to change the quantity, exchange the items or add item as each order has been processed. We will not be able to combine different orders either.

*Be sure to recheck and verify all your order details and information prior to submitting an order.

We only accept returned items when:
・You find a defective lens.

You may exchange merchandise in the following cases:
・Your eye care provider gave you a new prescription.
・You made a mistake when placing your order.
within 30 days from the dispatched date.
On all exchanges, we will exchange the price of the originally ordered items only and replace them for products of equal value.
Click here for more details on our Return Policy.

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Payment

We accept Credit Cards (VISA, Master card, American Express and JCB), PayPal and Bank transfer.
Click here for more details on our Payment Options.

Credit Card
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PayPal
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Savelens securely handles your payment through the card payment system [World Pay].
[World Pay] is a subsidiary of The Royal Bank of Scotland Group, which provides international payment agency services and is an international financial services company with branches worldwide.

You can not change your payment method to Credit Card /PayPal payment after completing orders.
Please cancel your order (payment method by Bank Transfer) at [WANT TO CANCEL THIS ORDER?] through [Order History] on [My Account].
Please place a new order by choosing Credit Card /PayPal payment as your payment method.

If your order status shows [Pending payment], you can pay for the order again at [PAY] through [Order History] on [My Account].

We charge Australia dollars when you choose Credit Card payment. However this will be converted to Singapore dollars (as we are Singapore based online shop), and in rare cases, you will be charged some transaction fee. (This depends on your Credit Card company and your Credit Card contract.)

If you are not sure what policy for your Credit Card, the best way to avoid transaction fee is choosing PayPal or Bank transfer to make your payment.

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Products

We do sell positive power lenses(+) but only for multifocal lenses.
We have no immediate plans to stock positive power lenses(+) other than multifocal lenses.

We have no immediate plans to stock solution. We regret any inconvenience.

We only sell 100% guaranteed authentic products on our website. Manufacturers apply strict standards to the manufacture of contact lenses.

You might find some of the package of the contact lenses are not exactly the same as you usually get from your optometrists.
This is because we mainly stock products for the Asian market or some for the European market.

You will be able to find the expiry date as [EXP] on the package. We supply goods with the minimum expiry date of one year at least.
*Due to receiving goods from several suppliers, there may be different expiry dates even if the item and prescription is the same.

We will not exchange your contact lenses because they differ from the images shown on the website. We only accept exchanges when:
・you find defective lens.
・your prescription changes. (We only accept unopened and unexpired boxes)
・you made a mistake when placing your order.
within 30 days from the dispatched date.

Click here for more details on our Return Policy.

Although you don’t require eyesight correction, you must consult your eye care provider for fitting and if
・you are trying contact lens for the first time.
・you have any allergies.
・you do not understand how to handle contact lenses.

* We are not responsible for any kind of difficulties which are caused by using contact lenses.
Please follow any instructions given to you by your eye care specialist.

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Prescriptions

Yes, you must have the latest valid prescription under the applicable provincial state laws.
We rely on you to ensure that your order is exactly the same as the prescription that was given by your eye care professional and that these lenses fit your eye comfortably.
Therefore we do not take responsibility for any medical problems which might occur.

For customers currently using contact lenses.
Your contact lens box contains the information you need such as power, diameter and base curve.
For new users or customers who do not have their contact lens boxes.
You need to use the latest valid prescription provided by your eye care professional.
Once you have purchased lenses, you can find the necessary data on your prescription or contact lens boxes and use that for future orders.

You will need to have [PWR] (power), [BC] (base curve) and [DIA] (diameter) information before you can place an order.
If you have been prescribed for astigmatism you will need to have both [CY] (cylinder) and [AX] (axle) data as well.
if you have been prescribed for multifocal, you will need to have [ADD] (Addition) figure determines of the amount of correction you need to be able to see clearly at a close distance.
Click here to see how to locate your lens data.

Because of global standards, all manufacturers must use the same notation for [PWR] and [BC]. However, lens size, thickness, design and processing methods are different depending on the brand and the manufacturer. (If your contact lenses have been prescribed for astigmatism, your view will be different depending upon the manufacturer.)
We strongly suggest having your eyes checked as directed by you eye care professional and following his/her guidance on lens selection.

We strongly suggest having your eyes checked as directed by your eye care professional and only with his/her agreement should you use lenses with different [DIA][BC][PWR].

[PWR][D][SPH] represents the visual correction such as -1.00, -7.50 and -9.00. It depends on the lens manufacturer.
Please enter the number of [D] or [SPH] on [PWR] colum when you place an order.

There is no distinction between the left and right sides of the lens product itself. When wearing a lens, check the prescription of the box before wearing it.
If you are prescribed Mutifocal lensese, your eye care professional might prescribe [D](dominant eye) or [N](non-dominant eye). Please be careful of your correct prescription when ordering.

Yes, contact lenses are medical devices and your eyes must be examined by a certified lens care professional before purchasing our merchandise.
Additionally, you need to follow the manufacturer’s instructions and any guidance/instructions given to you by your eye care professional.

Yes, we strongly suggest having your eyes checked periodically as directed by your eye care professional.
Periodic inspection is necessary to check whether the contact lens and prescription are still correct or if there is no abnormality in the eyes.
Even if you don’t have symptoms, you may have a blind eye disorder.
In order to prevent such troubles, it is necessary to undergo regular inspections.
If you have any abnormalities or discomfort in your eyes, please seek medical attention immediately.

Even if you are wearing contact lenses which are designed to be worn for multiple days and nights you should periodically remove them for cleaning or if you notice any irritation. Of course, the most important thing is to follow the instructions of your eye care professional.

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Coupon/Points

Coupon codes are periodically announced in our news letter, our Facebook Fan Page, via Twitter, Website and other different channels.
To find out about the codes please follow or visit us on said places.
We also announce exclusive offers for subscribed customers.
The best way to avoid missing out on our good deals is to subscribe to receive our emails.

No. You can only redeem one coupon code with each order (valid only once).

You can use a coupon code on your order process. Click here to find out more.
You can redeem one coupon code with each order (valid only once).
SAVELENS reserves the right to extend, limit or change coupons code promotions at any time.
Please find out our Terms & Conditions for coupon code.

Pointbanner–1_2x

You can earn 1 point for every $5 you spend on our website. 1 point is calculated for $0.10 discount when you place an order.
You can also earn 10 points when you write your review for your purchased product (one review per product only).
Please find out our Terms & Conditions for points.

After you complete your order, you will receive your points. You can redeem the points for your next order. There is no minimum points to spend. 1 Point will be calculated for $0.10 discount when you place an order. You can not redeem your points toward Shipping fee.

You can find your gained points when you place your order or through [My Points] on [My Account].
Click here to see how to redeem points.

No, there is no expiry date for using your points.

You can find your points balance through [My Points] on [My Account].
If you have already gained your points, your gained points will be displayed on your order page.

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Other

Please remove the lens immediately and contact us by using the inquiry form with your name, order ID, the lens data of your defective lens and how the lens is defective.
We will instruct you where and how to send back the defective lens. Please DO NOT throw your defective lens away.
Be sure to include the lens blister package (even if opened) when you return defective lens to us.

After your order status has been changed to [Processed],
you can write your review on the product that you purchased through the product’s page whilst you are logged in.
You can earn 10 points to write your review.

Please contact us through the inquiry form. We do not have a call centre at this stage.
Our customer support aim to reply to your inquiry within 3 business days. The customer support centre is only available on business days.

Our website has adopted the latest Secure Socket Layer (SSL) protocol and uses encrypted communications technology.
This security system protects your personal information from unauthorized access, as long as your browser and local network support the use of encrypted data.
Our website uses SSL and is compatible with most modern browsers. Click here for more details.

Our Privacy Policy is intended to protect your privacy and to ensure that your personal information is handled in a safe and reasonable manner.
We will not sell or otherwise provide your personal information to a third party, or make any other use of your personal information, for any purpose which is not incidental to your use of this website.
For the avoidance of doubt, personal information will not be used for any purpose which a reasonable person in your position would not expect.Click here for more details.

Our Price Policy : We aim to be the cheapest contact lens retailer in Australia.
We offer you a price match as below.

・If you find a cheaper price on an identical item (excluding bulk deals, using promotion code or liquidation sale etc) on online retailers in Australia, we will match the price.
・The product must be equivalent lenses per box of an identical item.
・You must contact us by email at the time of your purchase for a price match.
・Please provide us the URL of the competitor’s product page.
・The competitor’s price must be on the same date of your purchase.
・You will be able to use our available coupon code(if applicable) with the matched price.

Our standard receipt that is enclosed with the delivered goods states customer name, purchase information (i.e. a breakdown of the total amount charged), payment method, and details of the products purchased (product name, optometric data of each product, quantity, unit cost and total cost of each product).

Please note that we do not issue or reissue receipts to comply with an insurance company’s specific requirements related to the content of receipts as part of the processing of a claim for an insurance rebate.

Unfortunately, we do not have a health provider number as we are an overseas based company.
Although, we try to provide the cheapest price and a high level of service in Australia.

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