How can I place an order with Lensez?

Please follow these steps to place an order with Lensez

• Visit our website www.Lensez.innovatus.ae
• Select sunglasses, glasses or contact lenses you wish to purchase and add them to your cart
• Once you are done selecting your glasses, sunglasses or contact lenses, then proceed to the checkout page
• If you already have an account then you can log in here
• If you do not have an account, you can proceed as a guest and enter your email and shipping details
• Select your shipping, your payment method and complete your order

How can I create an account on Lensez.innovatus.ae?

You can create an account here by providing us with your details and selecting a password

Do I need my prescription in order to place an order?

If you are placing an order for corrective glasses, sunglasses with correction or corrective contact lenses, then we will need your current prescription to ensure that we send you the right products. The values we require are your sphere values, your cylinder and axes (if applicable) and pupillary distance (PD) value.

Please ensure that your prescription is less than 2 years old as your eyesight can change during that time.

Can I use my glasses prescription to buy contacts or vice versa?

It’s not recommended to carry over your prescription from glasses to contacts or the other way around. This is because the contact lens sits directly on your cornea and as such the measurements differ from your glasses prescription.

What do I do if I do not have my prescription/my prescription is out of date?

Once you place the order for your frames you can go to any of our partner opticians to get tested free of charge.

Alternatively, you can get a one-time reimbursement of 100 AED towards your order of prescription glasses or prescription contact lenses. After you place your order just email us at customercare@Lensez.innovatus.ae with your order number, a copy of your physical prescription and a copy of the receipt showing what you paid for a new prescription.

I need to change/cancel my order what do I do?

We process all orders as quickly as possible however, our customer service team will do their best to amend your order.

Send us an email at customercare@Lensez.innovatus.ae and let us know how we can help you with your order.

How can I search for products on Lensez?

You can use our search bar to find different products by entering the brand name, style, product type or color you are seeking. You can further refine your search by using the filters on the left side of the page - these filters allow you to narrow down the search results further based on your requirements by color, style, brand, size etc.

Does Lensez sell authentic glasses?

YES! At Lensez we guarantee that all the frames we sell are 100% authentic as we source them directly from authorized distributors and the manufacturers.

How can I adjust the fit of my glasses?

Most optical shops will make adjustments for free or a small fee. We are happy to reimburse you the cost of a one-time adjustment (up to 100 AED) within 30 days of purchase. Just send the receipt to customercare@Lensez.innovatus.ae with your order number and we will take care of the rest.

Where does Lensez deliver?

Currently we deliver to GCC countries. We are constantly growing and will add more locations and countries soon!

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

Delivery should take place within 2-4 business days after an order is placed within the UAE and 3-5 days within the Kingdom of Saudi Arabia and the rest of GCC countries.

Any frames with corrective lenses might require up to 3 additional working days because of the cutting and fitting of the corrective lenses into the selected frames.

Can I change my delivery address after I have placed my order?

If you need to change your delivery address just contact us on customercare@Lensez.innovatus.ae with your order number and updated address.

If the package is already with the courier and you have received your tracking number you can also contact them directly to change the delivery address.

Can I collect my order directly from Lensez?

At this time we do not offer a direct collection point and are only able to dispatch your order via our couriers. We will be offering this service soon!

I’ve been waiting longer than promised for my order, what do I do?

You can contact us anytime and we will investigate the status of your order. Alternatively, if your order has already been dispatched via courier you can also reach out to the courier company directly to track your order’s status.

Something is missing from my order what do I do?

Please search the package thoroughly, if the item cannot be located please contact us immediately and we will assist you.

How can I pay for my order?

You can pay for your order easily online at the time of checkout using credit/debit cards, or you can choose to pay cash on delivery. You can read more here on how both of these methods work.

What kind of lenses does Lensez use in its frames?

The Lensez lens lab uses high quality French lenses manufactured using the latest French cutting and fitting technology

Can I order bi-focal or progressive lenses?

Unfortunately, we are only able to offer single vision lenses at this time. More choices coming soon!

Can I make prescription sunglasses?

Sure! You can add tinted lenses to any glasses frames. Soon this will also be available on select sunglass frames.

Can I send in my current frames to get new lenses?

At this time we are only able to fit lenses in frames purchased from Lensez.innovatus.ae.

If you have previously purchased a frame and lenses from Lensez and need to upgrade your prescription or replace your lenses please reach out to us at customercare@Lensez.innovatus.ae and we will be more than happy to assist you.

What is premium coating?

All our lenses come with standard anti-reflective and scratch resistance coatings
Premium coatings include the following:

• High quality anti-reflective coating
• High quality scratch resistant coating
• UV protective coating
• Smudge and oil repellent coating
• Water repellent coating
• Dust resistant coating

You can read more on our return and exchange policy here

Does Lensez accept insurance?

Lensez does not work directly with any insurance companies at this time. Please check directly with your insurance provider on whether you can claim your prescription glasses on your insurance and what they require.