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Frequently Asked Questions


Need Help?

Email: [email protected]
WhatsApp: +65 9722 2210

Alternatively, see below for our most commonly asked questions .



SHIPPING & RETURNS

How long does it take for my order to reach me? 

It usually takes between 7-14 working days for an order to be delivered. Orders are processed upon receipt of a valid prescription. 

  • Order processing: 1-2 working days
  • Shipping: 5-7 working days

The best way to track your order is to download the Lenskart app, and go to the ‘Your Orders’ section. 

Why have I only received part of my order?  

Your order could be part of a split shipment. As items have different processing times, we process items and ship them out as soon as they're ready. This is to ensure you receive your items as soon as possible.

 I did not receive an order confirmation email. What should I do?    

If you have not received any email updates about your order, please check your spam folder.

If you still can't find the email, contact us at [email protected] with your:

  1. Name
  2. Contact number
  3. The email address you used to place the order
  4. The date of purchase

We will resend the order confirmation to you once we have received your details.

What is Lenskart's return policy?

We offer a free 30 days exchange or return policy from the date of collection/receipt of your item(s). The items returned or exchanged must be in original condition. 

Please drop your item off at any of our stores. If you made an online order, please include your online order number, name and mobile number. If you are returning your order for a full refund, the amount will reflect in your account in 5-7 working days. 

Do contact us at [email protected] if you have other questions. 



 

PRESCRIPTIONS

Do I need my prescription to place an online order?   

It’s ok if you don’t have your prescription handy while placing your order. Simply order your frame and lenses first, and send us your prescription details using the link provided in the follow-up email that we'll send you after your order has been confirmed. It’s that simple! Don’t have your prescription? Book a free eye test at one of our stores.

Is there a time limit to when I can submit my prescription after ordering online?

Orders are processed upon receipt of a valid prescription. To prevent delays in receiving your order, we recommend sending us your prescription within 7 days of purchase. If a prescription is not received within 30 days, your order will be cancelled and you will be issued a full refund.

Don’t have a prescription? Book an appointment at any Lenskart store for a free eye test. 

Already have your prescription? Submit it here 

How do I know if my prescription is valid?

Every prescription is checked by our certified opticians before an order is processed. If your prescription is invalid, we’ll contact you to schedule a free eye test at any of our stores.

 If you are unsure about your prescription, you can visit any Lenskart store for a free eye test. 

For more reference, the Singapore Optometrists and Opticians Board (OOB) under the Ministry of Health (MOH) defines a valid prescription as one that has all the below information: ‍

For Glasses: 

Your Details: Full name, Contact number and Date of birth or Age ‍

Your Full Prescription Readings for Glasses: The information on your prescription card indicated for glasses 

  • Refractive error (indicates spherical and cylindrical readings) 
  • Inter-pupillary distance reading ‍
  • Date of Eye Examination 
  • Issue Issue Date and Expiry Date of the prescription: 1 year validity for glasses from the date of eye examination ‍
  • Details of the Optometrist/Optician who carried out your eye test: Name and Designation 

For Contact Lenses: 

Your Details: Full name, Contact number and Date of birth or age ‍

Your Full Prescription Readings for Contact Lenses: The information on your prescription card indicated for contact lenses 

  • Refractive error (indicates spherical and cylindrical readings) 
  • Inter-pupillary distance reading ‍
  • Date of Eye Examination 
  • Issue Issue Date and Expiry 
  • Date of the prescription: 6 months validity for glasses from the date of eye examination ‍
  • Details of the Optometrist/Optician who carried out your eye test: Name and Designation
  • The Contact Lens Brand and Product you were checked for during the eye test. 

I have a high power prescription. Can I still get glasses from Lenskart? 

Yes! We cater to a wide range of prescriptions, including high power prescriptions of up to ±6.00D/-2.00DC. Visit any Lenskart store for a free eye test.



 

GOLD MEMBERSHIP

 What is Lenskart Gold membership?

Lenskart Gold membership gives you access to unlimited Buy 1, Get 1 Free on all eyeglasses and sunglasses at just $30 for 2 years. Share it with your family & friends - each frame can be used for a different person / prescription. Get access to hundreds of styles in stores or online! 

The mobile number provided for your order will be used as registration for your Gold membership and cannot be amended once confirmed.

 We reserve the right to change these terms and conditions at any time without prior notice.



 

FRAMES & FIT    

I'm not sure about the size and fit of the frames. How will I know which suit me best? 

We offer frames in 3 sizes – small, medium, and large. 95% of our customers find a medium size frame to be the best fit.


How do I try on frames before making an online purchase?

Want to see how the frames look on you? Use the 3D Try-On feature to see a 180 degree view of yourself in hundreds of frames.

How can I be sure of the quality of the frames?     

Quality is at the core of Lenskart’s products. Our plastic frames are made from the best quality acetate and our metal frames are made only from steel or titanium – this makes our glasses corrosion and breakage resistant. We also offer a 1 year warranty on all our glasses – in case you have any issues, call us, and we’ll make sure it gets resolved!



 

CONTACT LENSES

Do I need a prescription to place an order for contact lenses?  

Yes, as mandated by the Singapore Optometrists & Opticians Board (OOB), a valid contact lens prescription and an eye health assessment are required for the purchase of contact lenses. Get a free eye test from our certified optometrists at any Lenskart stores that offer contact lens services.  

Why can't I use my glasses prescription for my contact lenses?

Prescriptions for eyeglasses and contact lenses are different as contact lenses are placed directly on the eye, whereas glasses sit on your face, about 12 mm away from your eyes. Thus a different prescription strength is needed for each type of corrective eyewear. 

Additionally, contact lenses fit the size and shape of your eye, so contact lens prescriptions also include information about lens curvature and width. 



 

PROGRESSIVE

What is the Lenskart showroom?  

To provide the best customer service and as part of legal guidelines, a custom consultation and fitting are required with a licensed optician for any purchase of progressive eyewear. The showroom is an appointment-only space at selected Lenskart stores dedicated to assisting Lenskart customers who are interested in purchasing multifocal eyewear online. 

The showroom is available at these Lenskart stores: 

Central 

  • Funan Mall 
  • Citylink Mal
  • Suntec City 
  • Wisma Atria 
  • Novena Square 
  • Junction 8 

South

  • Vivocity

North 

  • Lot One 
  • Hougang Mall 
  • Northpoint City 
  • Causeway Point

 East

  •  Paya Lebar Quarter
  •  Parkway Parade 
  • Eastpoint Mall 
  • White Sands Mall 

West 

  • West Mall
  • Westgate 

Orders with progressive lenses placed online are considered conditional purchases, and will only be processed and shipped after a consultation with an optician at one of the showrooms is completed. 

How do I shop for progressive glasses with Lenskart?   

Buying progressive eyewear is easy! You can shop as usual at any Lenskart store. Our friendly staff will assist you with your prescription. If you wish to purchase progressive eyewear online, please go through the following steps:

1. Download the Lenskart app
Eyewear with progressive lenses is currently available on the Lenskart app.     

 ‍2. Pick your favourite frame    
Choose from our curated selection of stylish frames suitable for progressive lenses!

 ‍3. Proceed to checkout ‍
You can choose to: ‍

  • Pay Now: reserve your frame selection before it sells out. ‍
  • Pay Later: not ready to pay? You can complete payment at the showroom. 

Note: Your order is not confirmed at this stage, and will only be processed after you finish your consultation at the showroom.

 ‍4. Book an appointment ‍
Book a date for an eye consultation and custom fitting with an optician at one of our showrooms. It’s free!

 ‍5. Visit the Lenskart showroom ‍
Get a personalised eye test with an optician for your prescription, including accurate measurements of your pupillary distance, pantoscopic tilt and habitual reading distance to ensure an optimal wearing experience. You can also try out the frames you selected to ensure the best fit for your face shape. Your order will be processed once you complete your consultation.

‍6. Collect your order
Your order will be shipped to the showroom once payment is confirmed. Pick up your order and get any final adjustments made to your frame. You’ll be rocking your new glasses in no time!

 
Can I add other items other than progressive glasses to my online order?

Yes, your order will be shipped together with your progressive glasses after you complete your appointment with the optician at our showroom.

 

I already have my prescription. Why do I have to book an appointment to see a Lenskart optician for my progressive glasses?

Progressive eye prescriptions require special care, where an individual’s eye condition is tailored to their prescription. During this eye test, our optician will measure key unique personal features such as pupillary distance, pantoscopic tilt and habitual reading distance to ensure an optimal wearing experience. 

To follow legal guidelines and provide the best possible service, we require an appointment to see a Lenskart optician to ensure every detail of your prescription is correct and the frames you’ve picked are best fitted to your face.

     I need to change my appointment. Can I reschedule? 

    Please email [email protected] or call the showroom directly to reschedule.

    What happens if I don't show up for my appointment to get my progressive glasses ? 

    You can always reschedule your appointment by emailing [email protected] or calling the showroom directly. If we are unable to reach you, your order will be cancelled, and you will be issued a full refund if the ‘Pay Now’ option was used at checkout.



    OFFER T&CS 

    60% Off First Pair T&Cs 

    • Get 60% off your first frame with single vision or progressive lenses. 
    • Offer applies to a selected range of frames. 
    • Offer does not apply to frames with Transitions®, Wide Corridor and Wider Corridor Progressive lenses. 
    • Offer cannot be combined with any other voucher codes or offers. Offer cannot be combined with Buy 1, Get 1 Free with Gold membership



    OTHER

    How do I get vision insurance support?

     If you need any insurance support or require an official receipt/invoice for insurance or company claims, you can ‍

    We'll email you an official receipt of your order via email. In case you need our company details, please find some useful information below: 

    Company / GST Registration No: 201830288E ​​​​​​​

    30 Cecil Street, #19-08, Prudential Tower / Singapore 049712 / Singapore

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