Help & answers
Frequently asked questions
Find quick answers about contact lenses, prescriptions, ordering, delivery, payments, returns and lens care. Choose a topic below or browse the questions.
New to contact lenses
Starting, suitability and the questions that come before your first fitting.
Can anyone wear contact lenses?
Many people can wear contact lenses, but they are not suitable for everyone or every eye. A professional contact lens examination and fitting should determine whether lenses are appropriate for you and identify the exact product to use.
Do I need to see an optician or eye care professional before trying contact lenses for the first time?
Yes. Start with a professional contact lens examination and fitting. It checks whether contact lenses are suitable for your eyes, identifies a specific lens and teaches you how to insert, remove and care for it.
Can I use my glasses prescription to choose contact lenses?
No. A glasses prescription is not a contact lens prescription, and contact lens selection involves the lens model, fit and lens-specific values as well as power.
Do contact lenses hurt?
Contact lenses should not normally hurt when the lens is suitable, correctly fitted and worn as instructed. Remove the lens and seek professional advice if pain or significant discomfort continues.
Is it difficult to put contact lenses in, and how long does it take to learn?
It can feel unfamiliar at first, but many people find it becomes easier with practice. How long it takes varies from person to person. A first fitting should include instruction on safe insertion and removal.
Can you put a contact lens in inside out?
Yes. A soft contact lens can be turned inside out and inserted the wrong way round. This is usually not harmful if it happens briefly, but the lens may feel uncomfortable, move more than usual or give blurred vision. Remove the lens, check its shape, turn it the right way round and reinsert it.
To check the lens, place it on the tip of your finger. When it is the right way round, it should form a smooth bowl shape with the edges pointing upwards. If the edges flare outwards like a shallow saucer, the lens is probably inside out.
Some lenses also have orientation markings. For example, some ACUVUE contact lenses use a small 1-2-3 marking that appears in the correct order when the lens is the right way round.
At what age can children or teenagers start wearing contact lenses?
There is no single age that is right for everyone. Children and teenagers can wear contact lenses when an eye care professional has assessed and fitted the lenses and the wearer is mature enough to insert, remove and care for them safely. Age alone does not determine suitability, so a 15-year-old, for example, may be able to wear contact lenses if these conditions are met.
Can I wear contact lenses only occasionally, for example for sport or exercise?
Yes. Contact lenses can be fitted for occasional use, including sport, exercise or selected events. Use only the exact lens fitted for you and follow its wearing and replacement instructions. Appropriate eye protection may still be needed for some sports.
Can I wear contact lenses if I am over 40?
Often, yes. Multifocal and other contact lens options may help when near focus changes with age, but the suitable lens must be assessed and fitted for you.
Can I wear contact lenses if I have astigmatism?
Often, yes. Toric contact lenses are designed to correct astigmatism. The exact lens model, cylinder (CYL), axis (AXIS) and other values need to be fitted for your eyes, so use the lens and values recommended for you by an eye care professional.
Can I wear multifocal contact lenses?
Often, yes. Multifocal contact lenses can provide correction for both distance and near vision for people with presbyopia. The exact lens model and ADD value need to be fitted for your eyes, so use the lens and values recommended for you by an eye care professional.
Prescription & lens parameters
Find and understand the exact product and values you need to reorder.
Do I need to upload a prescription when ordering from Netlens?
No. Netlens does not require a prescription upload when you order. You should still use a current contact lens prescription and order the exact lens model and values fitted or recommended for you.
Where can I find my contact lens values?
The product name and values are normally printed on your current contact lens box and often on each blister pack. They may also appear on your contact lens prescription.
What do SPH/PWR, CYL, AXIS, ADD, BC and DIA mean?
SPH or PWR is lens power. CYL and AXIS describe astigmatism correction, ADD is used for multifocal correction, BC is base curve and DIA is lens diameter.
Why can’t I select BC or DIA for some contact lenses?
Some lens models are made with one fixed base curve or diameter. When there is only one available value, there is nothing for you to select.
Can my right and left eye have different values or use different contact lens models?
Yes. Enter the prescribed values for each eye separately. If you have been fitted with different contact lens models for your two eyes, add each product separately and use the correct values for the corresponding eye.
Can I switch to another contact lens if the values look similar?
No, not on the basis of similar values alone. Different lens models can use different materials, designs and fitting characteristics, so ask an eye care professional before changing products.
Can Netlens tell me which contact lens I should choose?
Netlens can help you find products and understand the ordering process, but it does not perform a professional first fitting or decide which lens is clinically suitable for your eyes.
My optician uses a different product name. How do I find the manufacturer’s lens?
Some opticians sell a manufacturer’s lens under another product name. Compare it with the Netlens optician-brand guide, then make sure the manufacturer product and all values are an exact match.
What should I do if one of my prescribed values is not available?
First check that you selected the exact lens model. Do not choose the nearest value; ask your optician or eye care professional before ordering.
Ordering & products
Practical help with products, pack sizes and placing the right order.
How do I order contact lenses from Netlens?
Find the exact contact lens model you already use, enter the values for each eye, choose the number of boxes and check every selection before completing checkout.
How many boxes should I order?
It depends on the pack size, how often each lens is replaced and whether both eyes use the same product and values. Work out the quantity for each eye separately before ordering.
Does a 30-pack contain 30 lenses or 30 pairs?
A 30-pack contains 30 individual lenses, not 30 pairs. If you use daily lenses in both eyes, one 30-pack for each eye normally covers 30 days.
Can I reorder the same contact lenses I bought previously?
Yes. Use the exact model and values from your current lenses or previous order, and check that the information is still current before completing the reorder.
I cannot find my contact lens model. What should I do?
Check the complete manufacturer and product name on your current box. If your optician uses another name, use the optician-brand guide; otherwise contact customer service for help finding products available on the site.
Delivery & tracking
Current guidance on estimates, shipping costs and tracking an order.
How long does delivery take, and why can it vary between products?
Products that are in stock normally arrive within 1–2 business days in Sweden, 2–3 business days in Denmark and Finland, and 3–5 business days in other European markets. Some products may have a longer delivery time depending on availability, so always check the delivery estimate shown for the product and at checkout.
How do I track my order, and what should I do if it is delayed?
Once your order has been dispatched, check your shipping confirmation email for tracking information. If you cannot find the email, check your spam or junk folder. If the tracking has not updated for an unusually long time or your delivery is significantly delayed, contact customer service with your order number.
How much does shipping cost, and when do I see the total price?
Netlens offers different delivery options depending on the destination and order. The available shipping methods and any shipping cost are shown at checkout before you complete your purchase. You can also review the total price before placing the order.
Will products in the same order arrive together?
Yes. Products in the same order are normally shipped together. Check your order and shipping confirmation for information about your specific order, and contact customer service if you have any questions about the delivery.
Payment & prices
What the displayed price includes and what you will see at checkout.
Do prices include VAT?
Yes. Netlens prices are shown including VAT.
Which payment methods can I use?
Available payment methods can vary by country and are shown at checkout.
Returns & refunds
Eligibility, return steps and refund timing under the current policy.
Can I return contact lenses?
Yes. Eligible sealed lens boxes can be returned. Netlens currently offers 365 days of free returns, and returned items must be unopened, undamaged and unmarked.
A prepaid return label is included with every shipment. Simply attach the label to your return parcel and send it back to us.
Can I return an opened contact lens box?
No. For hygiene reasons, opened contact lens boxes are not eligible for return.
How long do I have to make a return?
Netlens currently offers a voluntary 365-day return period from delivery for eligible products. Statutory withdrawal rights may also apply according to the law that applies to your purchase.
How do I make a return, and is it free?
Eligible returns under Netlens’ 365-day return policy are free. Pack the item securely, attach the prepaid return label included with your shipment and drop the parcel off with the carrier shown on the label. No separate return form is required.
When will I receive my refund?
After your return has been received and approved, the refund is made to the original payment method. Processing times can vary depending on the type of return and payment provider. See the current refund policy for the applicable refund timeline.
What should I do if I receive the wrong or a damaged product?
Contact customer service, provide your order number and let us know whether you received the wrong or a damaged product, and we’ll help you resolve the issue.
Wearing, care & safety
Short safety answers for common situations. Persistent or significant symptoms need professional advice.
Can a contact lens get stuck or go behind my eye?
A contact lens cannot pass behind the eyeball. It can move under an eyelid or become dry and difficult to remove. Do not force it or use sharp objects; follow the removal technique you were taught and seek professional help if you cannot remove the lens.
Can I sleep in contact lenses?
Some contact lenses are approved for overnight or extended wear, but sleeping in contact lenses increases the risk of eye infection. Only sleep in the exact lens if it is approved for overnight wear and an eye care professional has advised that it is suitable for you.
Can I shower while wearing contact lenses?
It is best to avoid getting tap water in your eyes while wearing contact lenses, as water can contain microorganisms that may increase the risk of eye infection. If you shower with your lenses in, keep your eyes closed when water is running over your face and avoid direct contact between the lenses and water. If your lenses do come into contact with water, remove them afterwards. Replace daily disposable lenses, or clean and disinfect reusable lenses before wearing them again.
Can I swim while wearing contact lenses?
The safest option is to remove your contact lenses before swimming, as water can contain microorganisms that may increase the risk of irritation or infection. If you do swim with contact lenses, wear tight-fitting swimming goggles to minimise contact with water. Daily disposable lenses should be replaced after swimming, while reusable lenses should be cleaned and disinfected thoroughly.
Can I rinse contact lenses with tap water?
No. Do not rinse or store contact lenses in tap water. Use the care products and method recommended for the exact lens.
Can contact lenses cause eye infections?
Contact lens wear can be associated with eye infection, particularly when lenses are used or cared for incorrectly. Follow hygiene, wear and replacement instructions and act promptly if symptoms develop.
How should reusable contact lenses be cleaned and replaced?
Clean, disinfect and store reusable lenses with the recommended lens-care system and fresh solution, and replace them according to the schedule for the exact product. Never use tap water or top up used solution, and do not deliberately extend the replacement period.
What should I do if my eye becomes red, painful or unusually sensitive to light?
Remove the lens and do not reinsert it. Seek prompt professional advice, especially if you have significant pain, redness, light sensitivity, discharge or a sudden marked change in vision.
Still need help?
Ask us about your order or a product on the site
Netlens customer service can help with products, ordering, delivery and returns. For first fittings, prescription changes or eye symptoms, contact an optician or eye care professional.