Contact lens subscription

How do I take out a contact lens subscription?

The contact lens subscription gives you various advantages:  

• 25% off all contact lenses and care products  
• 25% off sunglasses and prescription glasses  
• Eye examinations free of charge  
• Exchange or replacement of your lenses included  
• Regular free home delivery  
• Simple and easy modification online at any time.

Taking out a contact lens subscription is easy:  

1. Select the contact lenses of your choice. 
2. Check the “With subscription” box. 
3. Click on the little calendar to select the desired delivery date. 
4. Choose how often you want to receive your contact lens orders. 
5. Enter your corrections. 
6. Click on the “Add to basket” button. 
7. After checking the information, click on the “Order” button. 
8. Follow the instructions to complete your order. 

How do I change the products in my subscription?

To change the products in your subscription, go to your MyVisilab area and follow the steps below:  

1. Click on “My subscriptions” and select the relevant contact lens subscription. 
2. In the “Subscription products” section, click on the “Change products or my corrections” link on the right. 
3. Click on the “Add contact lenses” or “Add a care product” button. 
4. Select the products of your choice. 
5. Enter your corrections. 
6. Click on the “Update my subscription” button, making sure that the “With subscription” box is checked. 
7. You can then delete the old products from your subscription in your shopping basket by clicking on the little bin next to the products concerned, while keeping the new ones. 
8. Click on the “Validate the update” button. 
9. Follow the instructions to complete your order. 

Your subscription has now been updated with the new products you have selected.

How do I add products to my current subscription?  

To add products to your current subscription, go to your MyVisilab area and follow the steps below:

1. Click on “My subscriptions” and select the relevant contact lens subscription.
2. In the “Subscription products” section, click on the “Change products or my corrections” link on the right.
3. Click on the “Add contact lenses” or “Add a care product” button.
4. Select the products of your choice.
5. Enter your corrections.
6. Click on the “Update my subscription” button, making sure that the “With subscription” box is checked.
7. Click on the “Validate the update” button.
8. Follow the instructions to complete your order.

How do I change the number of boxes of contact lenses in my current subscription?  

To change the number of boxes of contact lenses in your current subscription, go to your MyVisilab area and follow the steps below:  

1. Click on “My subscriptions” and select the relevant contact lens subscription.
2. In the “Subscription products” section, click on the “Change products or my corrections” link on the right.
3. In the list of products in your subscription, change the quantity of the item concerned by clicking on the “+” to increase it, or on the “-” to decrease it.
4. Click on the “Validate the update” button.
5. Follow the instructions to complete your order.

Your subscription has now been updated with the new product quantities selected.

How do I change the corrections applied to the contact lenses in my subscription?

To modify the corrections applied to your subscription, go to your MyVisilab area and follow the steps below:

1. Click on “My subscriptions” and select the relevant contact lens subscription.
2. In the “Subscription products” section, click on the “Change products or my corrections” link on the right.
3. Click on the “Modify” link in the little grey box next to the relevant product.
4. Fill in your new corrections.
5. Click on the “Update my subscription” button, making sure that the “With subscription” box is checked.
6. You can then delete the old products from your subscription in your shopping basket by clicking on the little bin next to the products concerned, while keeping the new ones.
7. Click on the “Validate the update” button
8. Follow the instructions to complete your order.

Your subscription has now been updated with your new corrections.

Is it possible to have several active subscriptions?

It is possible to have several active subscriptions on visilab.ch.

How do I change the delivery frequency of my subscription?

To change the delivery frequency of your subscription, go to your MyVisilab area and follow the steps below:

1. Click on “My subscriptions” and select the relevant contact lens subscription.
2. Click on the “Modify” link in the “Delivery frequency” section.
3. Select the new delivery frequency for your subscription from the drop-down list.

Your subscription has now been updated with the new delivery frequency.

When will the next order from my contact lens subscription arrive?  

To check the next delivery date for your subscription, go to your MyVisilab area and follow the steps below: 

1. Click on the “My subscriptions” section.
2. The estimated delivery date for your next order can be found in the “Next delivery” section.

When will the next order from my contact lens subscription arrive?  

To check the next delivery date for your subscription, go to your MyVisilab area and follow the steps below: 

1. Click on the “My subscriptions” section.
2. The estimated delivery date for your next order can be found in the “Next delivery” section.

I have not received my order: what should I do? 

You can contact our customer service department by e-mail at : support.client@visilab.ch or by telephone on 058 710 06 50. 

Our team will be happy to answer your enquiry.

How do I change the date of the next delivery from my subscription? 

To change the date of the next delivery from your subscription, go to your MyVisilab area and follow the steps below:

1. Click on “My subscriptions” and select the relevant contact lens subscription.
2. Click on the “Modify” link in the “Next delivery” section.
3. Enter the desired delivery date in the calendar, then click on “Validate”.

How do I change my delivery address?

To change the delivery address for your subscription, go to your MyVisilab area and follow the steps below:

1. Click on “My subscriptions” and select the relevant contact lens subscription.
2. Click on the “Modify” link in the “Delivery address” section.
3. Enter the new delivery address in the “Delivery” section. Please note that if you select payment by invoice, your delivery and invoicing addresses must be identical. Our partner MF Group reserves the right to refuse payment in the event of address changes.
4. Follow the steps to complete the update

Your subscription has now been updated with the new delivery address.

How do I change my payment method?

To change the payment method for your subscription, go to your MyVisilab area and follow the steps below:

1. Click on “My subscriptions” and select the relevant contact lens subscription.
2. Click on the “Modify” link in the “Payment method” section.
3. Enter the new payment method in the “Payment method” section.
4. Select the new payment method in the “Choice of payment method” section. Please note that if you select payment by invoice, your delivery and invoicing addresses must be identical.
5. Follow the steps to complete the update.

Your subscription has now been updated with the new payment method.

My credit card has expired: what should I do? 

If your credit card has expired, your subscription will be set to “Error” status. This means that you will need to cancel the current subscription and create a new one with your new payment details. To do so, go to your MyVisilab area and follow the steps below:

1. Click on “My subscriptions” and select the relevant contact lens subscription.
2. Click on the “Cancel” link in the “Status” section.
3. Select the contact lenses of your choice.
4. Check the “With subscription” box.
5. Click on the little calendar to select the desired delivery date.
6. Choose how often you want to receive your contact lens orders.
7. Click on the “Add to basket” button.
8. Enter your new payment details at the “Payment” stage.
9. Follow the instructions to complete your order.

You now have a subscription with your new payment details.

How do I suspend my subscription?

To pause your subscription, go to your MyVisilab area and follow the steps below:

1. Click on “My subscriptions” and select the relevant contact lens subscription.
2. Click on the “Pause” link in the “Status” section. 

Your subscription has now been paused. You can reactivate it at any time in the “Status” section of your subscription.

How do I return a product from my subscription?

You can return the contact lenses and care products from your subscription.

To do so, parcel up all the items concerned with their packaging, exactly as you received them, and attach the return form.

You have two choices:

• Return the product to a Visilab store (free of charge)
• Return the product by post (postage to be paid by you) to the following address: Visilab SA, Rue de Veyrot 13, 1217 Meyrin

Why is the status of my subscription displaying “Error”? 

There are 3 error statuses for subscriptions: 

• “Error: basket”: this problem occurs when you update your subscription basket if a product is no longer available or has been discontinued. Please consult our section about discontinued products to find out if one of the products in your subscription is affected, and what action you should take.
•  “Error: card expired”: if you have chosen to pay for your subscription by credit card and your credit card expires, an error will automatically be shown for your subscription. You can find more information about how to proceed in the payment section under “My credit card has expired: what should I do?” on this page. 
• “Error: payment”: there is a payment problem concerning your invoice (insufficient credit) or credit card (invalid card, authorisation declined, insufficient funds, etc.). For more details, please contact MF Group if paying by invoice, or Saferpay if paying by credit card. 

For more information, please contact our customer service department by e-mail at : support.client@visilab.ch or by telephone on 058 710 06 50. 

Our team will be happy to answer your enquiry.

How do I cancel my subscription?

To cancel your subscription, go to your MyVisilab area and follow the steps below:

• Click on “My subscriptions” and select the relevant contact lens subscription.
• Click on the “Cancel” link in the “Status” section.

Your subscription has now been cancelled.

How can I take advantage of my free eye examination?

To take advantage of your free eye examination, all you need to do is to make an appointment online or in store and tell the optician during your examination that you have a contact lens subscription.