What is a subscription
A subscription order with Coloured Contacts is a repeat order of a set of products chosen by you. You can choose to have just one product in your subscription or could order several. You can also set up more than one subscription at a time.
When you are setting up a subscription order you will be able to choose your products, and choose how often and for how long you would like to receive your subscription.
Payments for subscription orders will be automatically taken the day before your next package is due to be dispatched. However, our subscription service does not have a fixed contract which means you can cancel at any time.
If you create a subscription you may be eligible for additional rewards and discounts.
Who qualifies for subscription
As long as you have an account, you can set up a subscription with us. An account is necessary because you will need to log in to to see your future orders. It will also give you the ability to pause, cancel and resume your subscription. Please note you will need to provide us with your most up-to-date information.
With repeat payments, if we are unable to take or receive a payment from your listed information, you will be notified and your order will be held until the payment has been processed, or the order has been cancelled.
Any of the countries listed on our Delivery page are eligible for setting up a subscription.
Orders for US customers will be subject to an RX check, which will be processed at checkout. Customers will also be agreeing to our regular Terms & Conditions as well as some additional Terms & Conditions for our subscription service. This means you will be asked to confirm you are over 18 and have healthy eyes.
Can I have more than one subscription
You can set up a number of subscriptions to suit exactly what you need. This is especially useful for customers who would like natural styles all year round and costume styles for certain events or holiday seasons.
You can keep track of all your subscriptions in your account and can pause, resume or cancel them at any time. Please note that the rewards and discounts are applied to each subscription individually.
How does the payment system work for subscriptions
The payment system we use for our subscription service is called Sagepay. This is a secure system that can take repeat payments from your Debit or Credit card for your subscription. Unlike a one-off order, subscription payments will be taken automatically when you next order is due to be dispatched.
When you complete your payment via Sagepay the system will ask you if you would like to save your card details. This is separate from the repeat payments that will occur for your subscriptions meaning you don’t have to opt into having your card details saved.
Payments will be automatically taken from the billing used at the point of purchase. Please ensure that your most up-to-date and current payment information is entered accurately. If you require your payment information to be changed, you can update it in your customer account.
If we are unable to take or receive a payment from your listed information, you will be notified and your order will be held until the payment has been processed, or the order has been cancelled.
When will I get charged for my subscription
Payments will be processed the day before your next order is due to be dispatched. If your order is due for dispatch on a non-working day (Saturday, Sunday or UK Bank Holidays), the payment will be taken on the Thursday prior to your date of dispatch and your order will be processed on the Friday.
You can see information about your dispatch dates in your account under My Subscriptions.
Can I change my subscription after I have already set it up
We are currently unable to change subscriptions once they have been set up. In order to change your subscription we recommend cancelling the subscription you no longer require and setting up a new one with the amended details.
You can select a custom end date for your new subscription if you wish, and continue receiving your amended order until the same date as your original subscription was due to end.
You can set up multiple subscriptions so you also have the option to pause your current subscription and add a new one.
Why can’t I subscribe to a product
Some products are not part of our subscription service. There are several reasons for this. The two most common reasons are that the product is part of a limited time offer or that the product has low stock and we would therefore not be able to fulfil all your subscription orders.
Any products that aren’t eligible for our subscription service will be highlighted in red once they have been added to your basket.
To be able to check out and complete your subscription you will need to remove these products from your basket. If you wish, you can then place a separate single order for the product after completing your subscription order.
Can I pause my subscription and continue next month
With no contract and no fixed timeframe, we are giving you the control of your account and subscriptions. This means you can pause your subscription for as long as you need.
Once you are ready to resume your subscription, all you need to do is log into your account and take the hold off your subscription. Your plan will then continue until the original date you selected.
If you pause your subscription, any orders that were due to be dispatched during that time will be missed rather than put on hold. This means your subscription end date will stay the same but the number of orders you receive will be reduced.
Payment will not be taken for any orders missed on a paused subscription.
I want to cancel my subscription
You can cancel your subscription at any time, as long as your next payment hasn’t already been taken. Please note you will have to cancel your contact lens subscription 3 working days in advance of your next order’s dispatch date. This will allow enough time to process your request.
To cancel your order sign in to your account, click on your subscriptions and you will find a cancellation button next to your order.
Please note if you choose to cancel your subscription it cannot be resumed. If you don’t want to permanently delete your subscription you can pause it and resume at a later date. This will also pause any payments.
I want to change my subscription
There are several aspects of your subscription you may wish to change. It may not always be possible to change elements such as address or products in the subscription. In most cases, you may be asked to cancel, and create a new subscription with the updated information. Please do not include any card details or other personal information in your message.
How do I create a subscription
To create a subscription order please sign in to your account, or create a new account. Next, click on our subscription page. Here you will find a step by step guide about how to create a subscription order.
Fill in the information about how often and for how long you would like to receive your subscription and click create a subscription. You can go back and change this before checking out with the options button in your basket.
Next click Continue Shopping. You will see that your checkout shopping cart icon has now changed to a calendar. This is to show you are shopping for a subscription.
Choose your items. Any items that are not eligible for our subscription service will be highlighted in red once they have been added to your basket. Please remove these to continue.
Once you have reached checkout, you can either go straight to the payment page or you can select the options button to check your subscription details.
To view your subscription, please go to your account and click My Subscriptions. As you will see you can view details such as when your next order is due to be dispatched, and you can also manage your subscription with the pause, resume and cancel buttons.
When will my subscription order be delivered
To see the date your order will be dispatched please go to your subscription via your account. You will be able to see a full list of past and future order dates. The date displayed is the dispatch date so it will depend on the shipping option you selected as to when your order will be delivered.
Please note orders will not be dispatched or delivered on non-working days, including UK bank holidays.
Before your place your order you will also have the chance to see when your future orders will be dispatched. You can make adjustments to this by resetting your subscription but this must be done before you checkout. Once you have checked out we may be unable to change the dates of your subscription orders.
Why has my subscription been changed or cancelled
In some rare cases, products may go out of stock and will mean we are unable to fulfil your order. In this event you will be notified immediately by e-mail and payment will not be taken. Then, you will have the option to wait for the item to be restocked or to cancel your order.
We are unable to offer substitute items. Variants in aspects of the lens such as base curve, diameter, and brand mean it is not possible to offer a substitute. The best option is to set up a new subscription if you wish to continue receiving items from us.
The price of my item has changed on the website
If at any time there is an increase in price of a contact lens subscription, the current price of any already running subscriptions will be honoured. Should a customer wish to re-subscribe to the contact lens, they will have to subscribe using the new price.
If the price of an item is reduced, the price will automatically be reduced in your subscription. Please note if a contact lens is part of our sale or included in a limited time offer it may be excluded from our subscription service.
I have been charged a different amount than expected
Any price discrepancies can be rectified by an agent from our customer services team. It is possible to refund any excess difference you believe have been overcharged. We will also contact you if a new package or change in shipping option requires a new payment.
If your payment is less than expected it may be due to a change in price on our website. If the price of an item is reduced, the price will automatically be reduced in your subscription.