Need help?

We’re available by phone:

- International: +965 22451468

- Kuwait: 22471224

Email:

support@visioneboutique.com

Web chat:

Click the orange button on the bottom right of the page

Sunday-Thursday 6 am–3 pm, Saturday 8am - 4pm (GMT).

My Order

How can I order prescription lenses?

You need to have a valid eyeglass prescription and pupillary distance (PD). Your prescription needs to have been issued within the last 12 months for it to be valid.

No Prescription or PD (pupillary distance)?

  • You can have your eyes tested at any of our partner optometrists, to get a valid eye prescription and get your PD measured.
  • Visit any optical shop to get your prescription and PD measured.

Your prescription layout should be similar to the image below.

  SPH CYL AXIS DIST PD
OD -1.00     24
OS -1.25 -.25 090 25

How do I order prescription contact lenses?

You will need to have a valid contact lens prescription within the last 12 months. If you know your base curve and diameter we can provide you with the best fit of contact lens.

If you do not know your prescription or have never tried contacts you can do the following:

  • Visit one of our partner optometrists to get a valid contact lens prescription and have your contacts fitted.
  • Visit any optical shop to get your prescription and have your contacts fitted.

How do I order new lenses, for my old frame?

You will need your valid eyeglass prescription and pupillary distance (PD). Your prescription needs to have been issued within the last 12 months for it to be valid.

No Prescription or PD (pupillary distance)?

  • You can have your eyes tested at any of our partner optometrists, to get a valid eye prescription and get your PD measured.
  • Visit any optical shop to get your prescription and PD measured.

To fit our lenses in your frame you can:

  1. Send your frames in your own packaging (please use a hard case), free of charge, to our address: VisionE, Al Jon Tower, 9th Floor, Fahed Al Salem Street, Kuwait City.
  2. Request a package and we’ll send you a box, you can then ship your product to us, for free.
  3. 3) Have us organise a pick up (for a small fee) for domestic orders (Kuwait).

How do I get the right frame size?

We offer certain frames in different sizes to fit a variety of face shapes.

  • Select the right frame size by checking the frame size on the inside of previous frames you have, or by popping into one of our partner optometrists, who will help you get the right size.

Changing an order

We process orders as quickly as possible but we’ll do our best to change your order. Just call us on +965 22451468 in Sunday-Thursday 6 am–3 pm, Saturday 8am - 4pm (GMT)., or email us at support@visioneboutique.com and we can help you change or cancel your order.

My prescription doesn’t seem right - what should I do?

It can take a couple of days to get used to a new prescription, but if the problem persists, give us a call or email us. We’ll help determine the problem and make sure the issue is resolved so your sight is back to perfect!

I have received my order but the frames need adjusting

If you have received your order but the frame is not sitting right you can do the following:

  • Visit one of our partner optometrists, they will be able to adjust the frame to your face.
  • Visit any optical shop and ask for the frames to be adjusted.

Delivery

When will I receive my order?

Your processing time depends on:

  1. The type of order (if you need lenses produced)
  2. If your order is complete (we need your prescription and PD before we process the order)

Delivery Times

Kuwait:

Non-prescription frames/sunglasses and contact lenses:

Same day delivery! On business days for orders placed before 1 pm.

 

Prescription frames/sunglasses:

Our lab technicians are busy bees making your high-quality lenses - please allow between 3-5 business days for delivery, once the prescription is provided.

Middle East (GCC) Orders:

Non-prescription frames/sunglasses and contact lenses:

3-5 business days.

Prescription frames/sunglasses:

Our lab technicians are busy bees making your high-quality lenses - please allow between 5-7 business days for delivery, once prescription is provided.

Europe:

Non-prescription frames/sunglasses and contact lenses:

5-7 business days.

Prescription frames/sunglasses:

Our lab technicians are busy bees making your high quality lenses - please allow between 7-10 business days for delivery, once prescription is provided.

North America:

Non-prescription frames/sunglasses and contact lenses:

5-7 business days.

Prescription frames/sunglasses:

Our lab technicians are busy bees making your high quality lenses - please allow between 7-10 business days for delivery, once prescription is provided.

Can I get my order sooner?

Yes! We have express shipping at checkout for an extra fee.

Shipping

What does shipping cost?

Shipping is FREE when you spend $50 or more! Below this amount, shipping cost is determined by your location.Please note: we cannot determine your country import tax and customs fees and we cannot be held responsible for this fee.

Returns

We have a 30-day hassle-free return or exchange policy for our products. If you aren’t happy with your purchase, please return the item to us, and we’ll give you a full refund, exchange or website credit, as long as the item is returned in resellable condition.

(Note: Refunds will be credited to the original payment method.)

Please note: Middle East has a 14 day return policy.

Please note: Contact lenses are non-refundable due to hygiene considerations.

Please note: Shipping return fees are not covered by VisioneBoutique

How do I set up a return or exchange?

Give us a call on +965 22451468 / 22471224 (Kuwait),

6 am-3 pm (GMT) Sunday - Thursday,

Saturday 8 am-4 pm (GMT), or email us at support@visioneboutique.com and we can prepare your return or exchange.

Retail

Where can I visit your store?

We have partnered with Eye Boutique in Kuwait and the UAE. You can visit any of these stores to get your eyes tested.