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Thank you for visiting the Alensa web site. Alensa is a part of the Alensa network, providing original, high-quality contact lenses and related products across Europe. This page contains all guidelines, conditions and terms to which you, the consumer, buyer and user of the Alensa web shop, agree to when using our website and when making a purchase here. Upon confirming a purchase on Alensa you will see a tick box signifying that you have read, understood these terms and conditions and that you consequently agree to them. More information or further explanation can be found on various informative pages on Alensa. We reserve the right to refer to further information included on these pages and assume that the customer has read and understood them.
The terms and conditions below are applicable to shopping in the Alensa e-shop.
The terms and conditions define and specify the contractual relationship between the Buyer and the Seller. All contractual relations are governed by the laws of the Czech Republic. If the contractual party is a consumer, all relationships that are not regulated hereby are governed by the Czech Civil Code (Act No. 89/2012 Coll.) and the Consumer Protection Act (Act No. 634/1992 Coll.). If the party entering into the contract is a business, all relationships that are not defined herein are subject to the Czech Commercial Code (Act No. 513/1991 Coll.), all as amended.
The seller reserves the right to cancel orders for more than 10 pieces and refund the buyer.
The Terms and Conditions do not apply to cases where the Buyer is a legal person or a person who, when ordering goods, acts within the scope of his business or his own profession. Goods purchased on Alensa.com are not intended for resale. The Seller does not issue invoices without VAT. The Buyer may only purchase a quantity of goods that corresponds to a normal need. If the Buyer orders or purchases a quantity of goods that the Seller, based on available information, assesses as being for resale, the Seller reserves the right to cancel the order. In the event that a purchase contract has already been concluded, the Seller has the right to withdraw from the purchase contract. In this case, the Buyer and the Seller shall mutually refund all transactions carried out.
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All products and services are supplied by the main operator of the Alensa network. Our logistics centres are based in the Czech Republic. Our site Alensa is operated by Alensa s.r.o., registered at the following address:
Alensa s.r.o. Českomoravská 2408/1a 190 00 Praha 9 VAT number: CZ27179681
The Alensa trademark, all content on the website, all promotional material published by the Alensa brand are intellectual property of the main operator of the Alensa network and protected by copyright laws.
Customers are free to use our website either as guests or as registered users. The customer is required to use our site responsibly and correctly, abiding by our terms and conditions. In case of misuse, Alensa has the right temporarily or permanently ban the user from using our website and services.
Alensa allows users to use our website only for lawful purposes:
Users are free to make comments on our website. However, comments must not be intended to harm our reputation or the reputation of others, nor may they be intended to mislead or harass other users. Please also note that comments are not meant for advertising or misuse of promotions such as sharing, for example, dealer codes. Comments containing advertisements will be removed and blocked.
The Oembed Read permission is a functionality provided by Facebook that allows our app to embed public Facebook and Instagram content directly within the app. Our app utilizes the Oembed Read permission to retrieve and display publicly available Facebook and Instagram content in an embedded format. This ensures that users can view relevant social media content as part of their experience within the app. By leveraging the Oembed Read permission, we enhance experience by offering a seamless way to access public social media posts that are relevant to the services or content we provide. We use this permission strictly in accordance with Facebook’s policies and only for the purposes outlined above.
In order to prevent misuse only one promotional code can be activated at any given time. Codes cannot be stacked. To check which code you have currently activated or to replace an active code by another promotional code, simply proceed to the "Promotional Code" field in your shopping basket.
Already discounted items are not eligible for further discounts. A discounted product can be identified via a strike-through or cross-out price, replaced by a reduced price. It is not possible to apply promo codes or additional discounts to these kinds of products.
Users are strictly prohibited from introducing viruses or any other technologically harmful software to our website and from making any form of digital attack on our site or our servers. These forms of misuse are considered criminal offences and will be reported to the authorities. In the case of such an offence, Alensa will fully cooperate with the authorities and will provide them with all information required for full prosecution under the law.
Alensa will not be held accountable in the event that our website suffers damage from malicious software or digital attacks.
Alensa.com is committed to complying with Regulation (EU) 2022/2065 of the European Parliament and of the Council of 19 October 2022 on a Single Market For Digital Services and amending Directive 2000/31/EC 1 (Digital Services Act, hereinafter "DSA"). The DSA comprehensively regulates the digital services sector within the EU. Its aim is to ensure the proper functioning of the single market, maintain a safe online environment, and protect the fundamental rights of users. This includes, among other things, the reporting of illegal content uploaded by third parties, such as comments on product or information pages. For this purpose, a tool is available for easily reporting inappropriate content, where users can readily participate in protecting and securing our e-shop. Everything is explained in detail on the information page "Rules for Publishing User Comments" including a description of the review and approval process that each comment undergoes, as well as the response. DSA communication is primarily in Czech, with English available as a secondary language. When circumstances require it, we cooperate with supervisory authorities in accordance with applicable regulations and provide them with user information when necessary. In addition to cooperating with the relevant state authorities, we also ensure transparency towards affected users, who are duly informed about these procedures. Alensa.com users have the option to file a complaint within 6 months of the date of a decision concerning the moderation of illegal content. This also applies to decisions regarding the removal of a user's comment based on a third-party notification submitted through the illegal content reporting mechanism.
Based on the Buyer's registration made on the Website, the Buyer can access his/her user interface. From his/her user interface, the Buyer can order goods. It is not possible to make a purchase without creating a User Account (registration).
The purchase contract is deemed concluded when the Buyer confirms his order within the order form which is available online. By placing an order with Alensa, the Buyer acknowledges that he has read these terms and conditions and complies with them. By completing a purchase and by ticking the box on your order that you have read and understand our terms and conditions, you are verifying that you are of legal age to enter into a binding contract and in possession of a valid prescription for the lenses you are ordering. You hereby confirm that the information you are providing is valid and exactly as prescribed by your eye-care professional. You also confirm that your prescription is less than 12 months old, as required by Irish law. You, the customer, give your consent to our contacting your eye-care professional to verify your prescription information, if necessary. You understand that it is your responsibility to undergo regular eye examinations and maintain an up-to-date prescription. Alensa is not responsible for any consequences as a result of deviation from your prescription.
If the Buyer takes advantage of an additional "Special Offer" (post sell), the order will be updated with the added item or items and the added items will be reflected in the total price.
If the Buyer does not mention explicitly in the field „Note for the Seller“ that he requires a printed proof of purchase and a package leaflet, he agrees that they will be supplied in an electronic form only. Invoices can be downloaded from the user's personal profile on Alensa in the "My Orders" overview after an order has been dispatched. Additionally, invoices can always be obtained by contacting customer service. The Buyer has the possibility to distinguish the delivery address from the invoicing address and attach a note if necessary in the order form. These details are then automatically included in the tax document.
Alensa's address on any invoice will always be the address of the our main operator. This cannot be changed to a local address. Every invoice will be dated on the day the order is shipped and never on the day the order was made. The date on the invoice cannot be altered by Alensa. It is possible to include additional information on an invoice, such as date of birth or the name of a child, for example. However, in order to include this kind of information, the buyer is responsible for writing this in the field "Note for the Seller" when making the order. Invoices will not be amended.
Alensa provides customers with one invoice for every order. If the buyer requires more than one, or different invoices, he/she will be required to make separate orders.
You can choose from the following payments methods to complete your order:- Credit Card: Mastercard, Visa, Discover or American Express
All payments will be executed in a safe and secure manner. Your personal information will only be used to establish the payment and will not be passed on to third parties.
If you choose to pay online by credit or debit card, you will be redirected to our partner's secure web page, where you can enter your details to execute the payment. All information you enter here is safely encrypted. Please be aware that this secure payment link is only active for a limited time. If the time has expired, you will need to access your order through your personal account on our website and attempt payment again.
All prices for products and delivery displayed in the online shop are inclusive of VAT. Any promotions and discounts are valid for as long as they are mentioned on the Alensa website. The Operator reserves the right to correct the price of the products prior to dispatch if it is found that the products have been offered at an incorrect price. In this case, the customer must be informed of the correct price and must agree to the price adjustment. Otherwise, the purchase contract will not be concluded and the order will be cancelled by the operator.
Alensa reserves the right to modify prices, depending on the changing market, competition, demands of the producer, etc. We strive to maintain the lowest prices on the Irish market. Customers are free to make a request to lower prices so long as all condition stated on the # page have been respected.
DHL International Express
from $19.90
DHL EU Express
from $9.90
Notes:
Alensa provides free delivery for orders over €70, before any delivery costs have been applied.
Alensa occasionally offers free delivery promotions. Special offers and prices are valid as listed on the Alensa website, in mailing campaigns or on social media at the moment of purchase. The duration and conditions of each promotion will be clearly stated at the time of the promotions. These must be respected in order for the promotion to apply.
For an additional fee, you have the option to insure your parcel. This insurance covers packages in the event that they are lost or damaged in transit. This means that as soon as we confirm that your parcel is lost or damaged in any way, we will immediately dispatch a new parcel containing the same goods, without the need to first initiate the lengthy claim protocol described below. If your order contains special custom-made goods such as custom eyeglasses or unique lens combinations, keep in mind that these will take additional time to prepare.
Alensa will only ship parcels after payment has been received. Read more about how to pay on our payment methods page. Some specific contact lens parameters, due to their rarity, may not be in stock at the moment of purchase. Alensa will reserve these lenses for the customer and immediately order them directly from the producer. Payment is taken at the time of order, not at the time of dispatch. Payment for out-of-stock items must be taken immediately to confirm your reservation of these items.
Please note that, considering the large volume of orders processed by our warehouse, we cannot guarantee the possibility to merge or change finalised orders. If you wish to merge more than one order, or add to or amend a completed order, please contact our customer service immediately, and we will assess the possibility on a case-by-case basis. This is only possible during customer service hours of operation (8am-4pm). Your order is considered complete at the moment of payment. If you wish to add something, you will need to make a new order, and additional, standard delivery charges will apply.
Because Alensa processes a large number of orders every day, the customer is responsible for tracking his own shipment. You will receive a track and trace number allowing you to follow the shipment online. In case you have not received this code in the e-mail confirming that your order has been dispatched, you must contact our customer service. They will provide you with a tracking code upon request.
Some contact lenses with unique parameter combinations might not be in stock. We will reserve these for you and order them directly from the producer. This means they will have a longer estimated delivery time. The dispatching of special contact lenses that are not stocked frequently depends on the delivery conditions of our suppliers and can take up to 2-4 weeks.
When choosing and ordering your lenses, you will be shown an indication of the expected shipping date on the product page. This may change once you have selected the parameters for your contact lenses. The customer is responsible for monitoring this closely during the process of ordering.
After you have selected your specific parameters, you will be shown a new estimated shipping time for those parameters, as shown above. Please note that the „in stock“ info indicates the general availability of a product from our company. It does not necessarily mean that your unique combination will be in stock. Please only refer to the expected shipping date revealed next to the drop-down menus for shipping information pertaining to your specific order. Any expected delay in delivery will be reconfirmed upon continuing to the shopping basket page, and again in the order confirmation e-mail. The customer will be made aware if only part of his order is in stock at the time of order confirmation, and the order will be sent only when all products are available. Alensa has the right to adjust availability and estimated delivery times after the order has been made.
After selecting the correct parameters for each of your desired products and before finalizing and paying for the order, the customer is required to pay very close attention to the estimated delivery time for each individual product in his shopping basket.
There may be situations where a manufacturer is experiencing operational complications and our warehouse supply is not fully covered. The delivery time always depends directly on the conditions of our suppliers and can take several weeks. Non-stock items include contact lenses on order, lenses with very unusual dioptric parameters, etc., which we do not physically stock. The dispatch times are indicative and based on the most recent period. This indicates the expected date of dispatch of the products from our warehouse and is part of the table where the Buyer enters the dioptric parameters.
By confirming and completing payment for the order, the customer agrees that the entire order will be shipped only after all products are in stock. The dispatching of stock products before the dispatching of non-stock products is possible; however, it must be at the express request of the customer to a customer service agent. If desired, the customer must pay an extra delivery fee (equal to regular delivery costs) to receive the stock goods before the non-stock goods.
DHL Express requires a signature upon delivery. Please ensure someone will be present at your delivery address during business hours Monday - Friday. Deliveries are not made on weekends.
We are not responsible for any delay in delivery caused by our logistical partners or situations beyond our control such as weather, holidays, etc. Please bear in mind we are providing an estimated delivery date suggested by our delivery partners. In rare situations, some parcels can arrive outside of the suggested timeframe. To ensure the smoothest possible delivery, please provide your complete address information (street name, house number, postal code and city) and a telephone number so our logistics partners can reach you, if necessary. Once your order has been shipped, you will receive a track and trace number where you can follow your shipment online. Do not hesitate to contact us if you notice any problems in the track and trace. Our customer service representatives will handle your questions promptly and efficiently.
If a parcel cannot be delivered for any reason, it may be held in a local post office or logistics centre for redelivery or collection. If unclaimed, the parcel may be returned to us or destroyed. Therefore, it is the buyer's responsibility to ensure the parcel will be received at the given address and to communicate with the delivery company directly with any inquiries once the parcel is in transit or stored. Destroyed parcels will not be replaced or refunded.
Should a parcel be determined to be lost, missing, or delivered incorrectly, we will initiate a claim with our delivery partner(s) on your behalf. In order to initiate the claim, two confirmations are necessary: 1.) a signed affidavit from the customer stating that the parcel was not received, sent to us within 20 days following the alleged delivery; 2.) verification from the delivery company that the parcel has been mishandled.
Once the claim is in progress, we will quickly issue you a refund or send a new order, as you prefer. We will not process refunds or send new parcels while a current parcel is in transit and until it is officially declared lost by the courier. However, if you have purchased our parcel insurance, we will be able to immediately dispatch a new parcel and you will not have to wait until your claim has been processed.
Contact lenses and accessories are delivered in a sturdy container of sufficient size to ensure they are delivered undamaged and in good condition. However, if the box is damaged upon delivery, DO NOT ACCEPT the package from the courier, and specify the reason in the delivery protocol, such as „substantial damage to the box,“ „liquid leak“ etc. Please contact us immediately so we can quickly respond to the problem and provide you with a new delivery.
If the purchased item, its packaging, or instructions for use attached to it state an expiration date in accordance with special legal regulations, the warranty period shall end on the expiration date. We usually supply contact lenses with an expiration date longer than 24 months. The use-by date is printed on every product and its packaging. If you have any questions about these use-by dates, please contact our customer service help desk at info@alensa.com
How to proceed with a complaint or return of goods can be found on our clear info page - Claims and returns.
Make sure you receive a track and trace receipt for your return as proof of returning the parcel! Our customer service department will ask you about this if you suspect that something went wrong with your return. Pack the returned goods carefully in a sturdy box to prevent damage during transit. An envelope is not sufficient for transporting the goods.
Also, please ensure to include your own address (sender's address) on the back of each package sent back to us! In a worst-case scenario, this will ensure that the package is safely sent back to the customer and not lost in the mail.
Notice Prescription lenses are manufactured based on specific individual requirements and are, therefore, not eligible for returns. Only the frames qualify for a possible refund. This condition applies from the moment glasses have been paid for , regardless of shipping status.
The Buyer also acknowledges that in the case of the purchase of a separate eyeglass frame, the Seller shall not be liable for damage to the frame caused by unprofessional grinding of the lenses by a third party.
Alensa is not responsible for returns that have not followed the procedure stated in Claims and returns.Our customer service representatives strive to reply within 1–2 business days. When your return or exchange has been approved, you will receive instructions on how to return your order. If the return is due to the eshop's error, your postage will be refunded as soon as we have confirmation of your return.
The customer bears responsibility for the shipping costs associated with returning the product(s). Alensa does not provide a prepaid option for returns of products ordered incorrectly or no longer needed. The buyer can take advantage of free returns. In this case, the buyer must contact customer service to whom he/she will communicate the request (free return of goods). The customer service will then provide the buyer with all the information and label required for the free return. However, if Alensa is deemed to be at fault as the seller, any costs for returning will be covered.
Alensa will confirm that we have received your returned items and update you on the status of your new order. We strive to verify all returns within 30 days. Please feel free to contact our customer service if you feel there is any delay.
Please note that the return procedure will take slightly longer when returning sunglasses in their original and undamaged packaging. This is due to the fact that the authenticity and condition of returned sunglasses must first be thoroughly investigated and verified by our main stock department.
The buyer agrees to respect the processing time needed for each return.
Alensa will not accept complaints in cases where the product has already been discarded and cannot be investigated. Please refrain from disposing of suspected faulty products and provide photographic evidence of any visible fault or damage. If a product needs to be returned, the customer should follow the procedure stated on our Claims and returns. Pack the returned goods carefully in a sturdy box to prevent damage during transit. An envelope is not sufficient for transporting the goods.
Alensa is an online seller dealing in contact lenses and related products, not an optician or professional medical entity . This means that it is legally not possible for us to supply trial lenses or replace individual lenses. Alensa is only able to deal with complete packages.
1.The Buyer creates a new return in the customer account in the "Returns" section or on the return page.
2.Once the Buyer presses the "Create a new return" button, a page with all orders will be displayed.From the list of completed orders, the Buyer will find the desired order and select the product for whichthey want to initiate a return procedure. By pressing the "Create a return" button.
3.For the selected product, the Buyer defines the necessary information. They choose the "Reason forReturn" and "Preferred Solution." The "Bank Account Number" and "IBAN" fields are filled in by the Buyeronly if this information is necessary to complete the return. The "Your Note" field is used to specify thedescription of the defect. At the end of the request, it is possible to attach a file (photo or video).Once the Buyer has filled in the required information, they submit the request by pressing the "Submit"button.
WARNING: Product photos of contact lens packaging on our website are intended to illustrate the products sold and may not always correspond to the current appearance of a specific product. Some products are manufactured in various facilities owned by the same manufacturer. The product photograph may therefore indicate a different place of manufacture than the product that will reach the customer. These minor discrepancies in illustrative photographs from the products that will reach the end customer cannot be cited as a reason for the return of goods. All products in our portfolio come from original manufacturers.
If the Buyer sends the claimed goods directly, without prior contact with customer service, and at the same time does not use the recommended procedure for creating a return request online in the customer account, the processing time of the return request may be extended. Once the Seller accepts the request, the Buyer will receive an email confirming the acceptance of the return. The progress of the return can be tracked in the customer account.
Once you submit a new claim through our online form, our customer service team will contact you within 24 business hours to provide detailed return instructions depending on your location.
The costs associated with shipping are borne by the Buyer when submitting the shipment. The costs associated with the transport of the claimed goods back to the Seller are borne by the Seller if the complaint is accepted, and the Buyer provides documents proving the costs associated with the transport of the claimed goods.
All claimed goods are handed over by the Seller to the manufacturer for expert assessment, the aim of which is to determine whether the defect for which the goods are claimed arose from a manufacturing error. The Seller has a period of 30 days to process the return.
Mechanical damage to the lens due to improper handling or defects resulting from inadequate care of the contact lens, is not a valid reason for return. A wrong choice of contact lenses or their parameters is also not a reason for return. Identical parameters do not guarantee that contact lenses will be comfortable for the user. The customer must have contact lenses professionally applied, and when resolving complaints about lenses or returns, the Seller may request confirmation of the professional application of contact lenses (not older than 1 year). The claimed goods should be sent by the Buyer in a sturdy box to prevent damage during transport. If the Buyer returns an already opened (used) faulty contact lens, it is necessary to ensure that the lens does not dry out during the transport of the shipment to the Seller's facility. We recommend placing the lens in a case or a small glass, soaking it in a solution to prevent it from drying out, and securely closing it. The Seller then sends the contact lenses to the manufacturer for expert assessment. The manufacturer will decide whether the faulty complaint is justified and whether it is indeed a manufacturing defect. In the case of an accepted faulty complaint, the Seller will send the Buyer new goods or refund the money to the Buyer's bank or customer account.
Dissatisfaction due to having received wrong parametersAlways contact the customer service immediately if you see you have received the wrong parameters, preferably before opening any of your boxes. In case we have sent you the wrong parameters, due to an error of our own, you will be refunded or sent new lenses at no additional cost. However, in case you, the customer, have made a mistake during the ordering process, and the lenses you have ordered don't match the prescribed parameters from your optometrist, Alensa can only replace or refund them if they are unopened and haven't been used. You are required to be in possession of an official prescription no older than 1 year old. Please pay close attention while ordering so as to not input the wrong values. In case of dispute, Alensa has the right to ask for your prescription and verify it with your actual order.
Complaints about having received the wrong product can only be made within 30 days after the delivery date of that product . Complaints made later than 30 days after having received the product will no longer be accepted. We recommend you to therefore always check your product immediately upon receipt and contact us as soon as possible if a mistake has been made.
Dissatisfaction with a new brand of lensesSwitching to a new brand of contact lenses, even if recommended by a specialist, carries a risk that this new brand may not fit the wearer. The seller is not liable for any medical complications or discomfort that can result from wearing an unprescribed brand of lenses. Always consult with your ophthalmologist or optician before attempting new lenses. Each user can have a different experience with the same type of lenses. Alensa does not take responsibility for any problems experienced with lenses bought without consulting an optician or doctor beforehand. Customers are always expected to be in possession of a valid prescription and to purchase only the lenses that have been prescribed by their eye-care professional, without deviation. This also applies to lens solutions, eye drops and sprays.
We only exchange or refund contact lenses or other products if the packaging is unopened and undamaged.
Dissatisfaction with the effect of coloured lensesThe ultimate effect of wearing coloured lenses is very subjective and may vary according to numerous conditions and influences. First, the effect will be influenced by the pigmentation of your eyes. Second, it can be influenced by external factors, such as light conditions, make-up and clothing choices. Furthermore, the type of coloured lenses (enhancing or opaque) may produce a different result on the coverage of your natural eye colour. Because it is impossible to predict the result for each individual, we do not provide refunds on coloured lenses on the basis of dissatisfaction with appearance. The customer agrees, upon purchase, that coloured lenses are non-refundable, unless a manufacturing error or defect is recognised by the manufacturer.
Glasses cannot be returned if they have not been used according to the instructions for use or have been mechanically damaged, e.g., due to improper care. Furthermore, glasses damaged due to exposure to extreme temperatures (e.g., sauna, hot car, etc.) or aggressive substances (hair cosmetics, seawater, etc.) cannot be returned. Refund requests cannot be made for defects caused by normal wear and tear and for mechanically damaged glasses that have been improperly repaired by a third party. The returned glasses should be sent back in the original case, including the cloth.
Glasses cannot be returned if they have not been used according to the instructions for use or have been mechanically damaged, e.g., due to improper care. Furthermore, glasses damaged due to exposure to extreme temperatures (e.g., sauna, hot car, etc.) or aggressive substances (hair cosmetics, seawater, etc.) cannot be claimed. Refund requests cannot be made for defects caused by normal wear and tear and for mechanically damaged glasses that have been improperly repaired by a third party. For returns of prescription glasses ground to fit, a valid prescription for glasses (not older than 1 year) must be available. For glasses with progressive (multifocal) lenses, it will be necessary to provide a photograph of the face with the glasses worn from the front (for better centering) and a side view photograph (to determine the frame angle).
The Buyer acknowledges that in the case of newly ground prescription glasses, it may take 1 - 4 weeks to adapt to the new correction. A longer adaptation period is especially common with astigmatism and presbyopia correction. The human eye and brain may not immediately accept a new correction. In such cases, do not rush to wear new glasses, but choose a gradual adaptation to the new glasses. Only after this period can the glasses be sent for a refund. If the Buyer decides to return prescription glasses with custom-ground lenses, we recommend that the Buyer first contact customer service. The claimed glasses should be returned in the original case, including a cloth.
Glasses cannot be returned if they have not been used according to the instructions for use or have been mechanically damaged due to improper handling. Furthermore, glasses damaged due to exposure to extreme temperatures (e.g., a heated car, radiator, etc.) or aggressive substances (hair cosmetics, seawater, etc.) cannot be claimed. Refund requests cannot be made for defects caused by normal wear and tear and for mechanically damaged glasses that have been improperly repaired by a third party. The Buyer also acknowledges that in the case of purchasing a separate eyeglass frame, the Seller does not assume responsibility for frame damage caused by the improper grinding of third-party eyeglass lenses. The returned glasses should be posted in their original case, including the cloth.
Alensa reserves the right to alter the content of our website at any given time. We aim to provide our customers with up-to-date information, but cannot be held accountable for temporarily misrepresented info or mistakes. This also applies to technical problems caused by malicious attacks or software (viruses, hackers, etc.). If you find any issues with our website or its content, please notify our customer service so that we can rectify these issues.
Comments made by customers on our website do not represent the views, opinions, or positions of Alensa and must be considered subjective. Such comments must not be interpreted as guidelines or advice in any way. Alensa will attempt to edit, correct, or address any potentially misleading or incorrect information. Problematic or abusive users will be dealt with.
Photos on the website are meant to illustrate a real version of the products on offer but are not photos of the exact product the customer will receive. Product photos that display item numbers, expiration dates, etc. will, when ordered, have different numbers unique to your version of the product. Some of our products are also produced in several facilities across different locations, all owned by the same original producer. A product photo may show location differences from the product you received. These kinds of location-dependant/time-dependant/unique identification differences in no way mean that the product you've received is somehow not what it should be. Claims based on these kinds of logical, self-evident print differences between website photos and received products will not be accepted.
The consumer has the right to demand Alternative Dispute Resolution if they are not satisfied with the result of a complaint or if they believe that the seller violated their consumer rights. They can contact the seller by email on info@alensa.com If the seller refuses to conduct the correction or does not reply to the query within a 30-day period, the consumer has the right to submit a complaint to an Alternative Dispute Resolution entity (ADR entity), legally bound by Irish and European Union law (S.I. no. 343 of 2015). The complaint can be submitted as detailed in Irish and European Union law (S.I. no. 343 of 2015).
The consumer can also submit a complaint online via the European Online Dispute Resolution platform (ODR platform) - https://ec.europa.eu/…in/index.cfm?…
The definition of ‘consumer’ for the purposes of Alternative Dispute Resolution covers natural persons who are acting outside their trade, business, craft or profession. However, if the contract is concluded for purposes partly within and partly outside the person’s trade (dual purpose contracts) and the trade purpose is so limited as not to be predominant in the overall context of the supply, that person should also be considered as a consumer. Alternative Dispute Resolution shall apply to procedures for the out-of-court resolution of disputes concerning contractual obligations stemming from sales contracts or service contracts between a trader and a consumer. Alternative Dispute Resolution shall apply to long-distance purchase contracts only. Alternative Dispute Resolution shall not apply to disputes where the value of the claim does not exceed €20. The ADR entity can apply a nominal fee to the consumer for filing the complaint which cannot exceed €5 including VAT.
Everyone has the right to withdraw from the contract within 14 days of receiving the goods. In our shop, you can withdraw from the contract within 30 days. In the event of withdrawal from the contract, the Buyer must observe the following conditions:
The goods must not be used or damaged. The original packing must not be opened. If the consumer opens the original packing, then the product can no longer be used for hygiene and safety reasons. Such a product is no longer re-sellable and cannot be returned. This excludes sunglasses and glasses frames. If you would like to return or exchange sunglasses or glasses frames within 30 days from your date of receipt of the goods, we require that you return the complete product, including glasses case, outer box, inserts, cleaning cloths, and any identifying stickers or tags. The product is considered incomplete without all of these items, and as such, and a return or exchange will not be made. Thank you for your understanding and compliance.
Prescription lenses are manufactured based on specific individual requirements and are, therefore, not eligible for returns. Only the frames qualify for a possible refund. This condition applies from the moment glasses have been paid for , regardless of shipping status.
Please enclose the proof of purchase issued by Alensa, its copy or your order number. Don't forget to include your bank account number, if necessary.
Please send the returned goods in a stiff, cardboard box rather than an envelope (even if it is an anti-shock envelope). If the shipment suffers damage during transport, we are not obliged to accept it. In the event of withdrawal from the contract, if the Buyer observes the conditions above, he will receive a full refund including the original shipping costs. The Buyer shall bear only the costs incurred in returning the goods. The buyer can take advantage of free returns. In this case, the buyer must contact customer service to whom he/she will communicate the request (free return of goods). The customer service will then provide the buyer with all the information and label required for the free return. The refund will be credited to the customer's account within 2–10 days of receipt of the returned goods in a resellable condition.
If all necessary conditions have been met, the buyer will be issued a full refund. The shipment expenses for the return are the responsibility of the buyer. All returns must be processed in accordance with the information and conditions stated on our Claims and returns.
The protection and processing of personal data is governed by the following privacy policy.
Customer account cancellation The Buyer shall send the request for cancellation of the customer account to the Seller at the e-mail address info@alensa.com. The Buyer may also request the deletion of the customer account from the Agent via the email address dpo@alensa.eu. The account will be cancelled when all transactions are over. A period of 30 days from receipt of the last purchase will be maintained for any legal withdrawal from the purchase contract. After this period, all personal data of the Buyer will be deleted if it is no longer needed for the purpose for which it was collected or if its storage is contrary to the law. Exceptions are the minimum necessary data that must be retained for legal reasons (e.g. for accounting purposes). After the expiry of the statutory period, this data will also be deleted completely.
The administrator of your personal data is Alensa s.r.o., registered at Českomoravská 2408/1a, Praha 9 – Libeň, 190 00, identification number: 27179681, registered in the Commercial Register at the Municipal Court in Prague, section C, 102359 (hereafter referred to as “administrator”).
Alensa s.r.o. processes necessary personal data under Article 6, part 1.(b) of REGULATION (EU) 2016/679 OF THE EUROPEAN PARLIAMENT AND OF THE COUNCIL, which are necessary to enter into a contract with Alensa, s.r.o., including:
We also process the following personal data:
In accordance with applicable law, for the purpose of rendering the performance of the contract and for the purpose of recording the contract and any future application and protection of the rights and obligations of the parties, the storage and processing of personal data is for the above purpose for a period of 10 years from the performance of the last contract, unless otherwise required by the law for the maintenance of the contractual documentation for a longer period. The processing referred to above is made possible by virtue of Article 6, part 1. (b) of REGULATION (EU) 2016/679 OF THE EUROPEAN PARLIAMENT AND OF THE COUNCIL: “processing is necessary for the performance of a contract to which the data subject is party or in order to take steps at the request of the data subject prior to entering into a contract.”
Photos are only used to inspect and assess the quality of your eyeglass lenses and are deleted after the quality check has been completed.
Unless required by law, Alensa s.r.o. will not disclose your personal data to third parties. Alensa s.r.o. declares that all personal data is confidential and will not be disclosed to any third parties. Some exceptions include:
Other uses of your personal information include:
The administrator does not intend to pass your personal data to a third country (a non-EU country) or to any international organizations.
Commercial messages may be sent to your e-mail address by Alensa s.r.o. This procedure is allowed by Act No. 480/2004 Coll. Article 7, part 3 of the information society services unless you decide to reject in the future. If you decide at any time that you no longer wish to receive our e-mails, please follow the opt-out link found at the bottom of each e-mail newsletter or opt-out option in your account overview at our website. Alensa s.r.o. will keep the e-mail address for three years after the last purchase agreement between the two parties.
You can access and update your personal data at any time by signing into your customer account profile. Under the conditions set out in the regulations, you have the following rights:
Customer account The purchase contract is conditional on customer registration. It is not possible to make a purchase without creating a User Account (registration). A customer account can be cancelled at the customer's request. Please send your request to info@alensa.com or dpo@alensa.eu.
If you have any questions or concerns about our handling or processing of your personal data, you may contact us by e-mail: GDPR@alensa.eu, or contact the Office for Personal Data Protection.
Our website uses cookies to make our page relevant, interesting, and user-friendly for you. Cookies are small files stored on your computer, smartphone, or other device, and are used within your web browser.
We use cookies for the following purposes:
Some cookies collect information that is then used by third parties, and these third-party cookies directly support our advertising activities. For example, information about products purchased on our website may be displayed by an advertising agency as part of the display and customisation of web banner advertisements on your selected website. However, you cannot be personally identified by this data.
The cookies used on our website can be divided into two basic types. Session cookies are deleted as soon as your visit to our website ends. Persistent cookies remain stored on your device longer or until you remove them manually (the period for which a cookie is left on your device depends on the cookie’s own settings and your browser settings). Cookies can also be divided by functionality. Analytical cookies help us improve the user experience of our website by understanding how people use it; conversion cookies help us analyse the performance of various sales channels; tracking cookies, which, when combined with conversion cookies, help us analyse the performance of various sales channels; remarketing cookies allow us to personalise the content of ads and their correct targeting; and essential cookies, which are important for basic website functionality.
All cookies used by this server are used in accordance with current EU cookie laws.
You can delete cookies at any time, but, in doing so, you can lose all the information that allows you to access our site faster and more efficiently, including customisation settings.
Make sure your internet browser is up to date, and consult the help and instructions provided by your web browser developer if you are not sure how to modify your privacy settings.
Rejecting cookies
The use of cookies is part of your internet browser. Most browsers automatically accept cookies by default. You can reject cookies using your web browser or restrict them to your chosen types.
You can find information about browsers and how to set cookies preferences on the following websites or other Internet browser documentation:
We display content that links to third-party sites. We are not responsible for the third-party sites’ privacy practices and content. If you click on a third-party link, please note that you are leaving our page, and the personal data you provide will no longer be covered by this policy. Please read these companies’ privacy policies to see how they collect and process your personal information.
Data security is very important to us, so we have put in place appropriate physical, electronic, and managerial measures to protect and secure the data collected through our website. However, we want to remind you that the transmission of information over the Internet is done at your own risk.
Any changes in the processing of personal data will be available on this page. We regularly review our compliance with our Privacy Policy, in particular to make it compliant with new laws and regulations regarding data protection.
In the case of any queries or requests regarding this policy, please do not hesitate to contact us at the customer service address mentioned below or via the e-mail address: gdpr@alensa.eu.
Customer service contact: +35315266543info@alensa.com
Data Protection Officer:Andrea Pachmannovádpo@alensa.eu
This Privacy Policy applies from 20.05.2018.
