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Frequently Asked Questions

Below are the common questions we receive from customers and their answers. Can’t find what you are looking for? Please don’t hesitate to contact our customer support or just open the chat window at the bottom of the screen. We have a dedicated and active customer support to help you. But in case we are offline, please leave your query and we will respond as soon as we get back online, through email.

General FAQs

  1. How to order a product from OpticOne.ae?

    Ordering a product is not at all complicated.

    > Browse around the site and add products to your basket by simply clicking on “Add to Cart” button.

    > Followed by that, a pop-up window will appear asking, whether you want to “Proceed to Checkout” or “Continue Shopping”. If you are done with shopping, you can proceed checkout. Additionally, you can click on the “shopping bag” icon at the top-right corner on a desktop, or just below the topmost Optic One logo on a mobile, to proceed to the check-out page.

    > On the checkout page, you are still able to edit the product quantity or remove any products, if required.

    > Now you can complete the address field and proceed to make the payment for your order safely.

    >If you would like to create an account, simply check the “Create account” checkbox and the system will ask you for a user name and password. This is optional but useful to keep a track of your purchases through “My Account”.

    > For the payment, you can choose among Card Payment, Cash On Delivery & tabby® .
    For cash on delivery, there will be an additional COD charge of AED 10. To save this amount, we recommend card payment. If you like to make the payment in 4 monthly installments, simply choose tabby® and follow the guidelines. There’s no additional charge or hidden fees for tabby®.

  2. Is it safe to order contact lenses from you?

    Absolutely! We are ordering contact lenses directly from the authorized distributers of major contact lens brands such as Johnson & Johnson, Alcon, CooperVision etc, in UAE, and it’s the same lenses that you’ll get from any reputed opticians.

  3. How long does it take to deliver an item?

    The delivery time can vary slightly based on the products and delivery location.

    Frames, Sunglasses, and certain contact lenses will be delivered next day if you order before 3.00 pm, Frames+ Prescription Glasses and some contact lenses might take 2-4 days.

    Rarely, Astigmatism, Multifocal, and Plus (+) power prescription contact lenses need a special order, which might take 4-6 weeks. Therefore, if you are using contact lenses from the above categories, we recommend ordering your replenishment before completely running out of your stock.

    You can always use the Whatsapp button on each product page to contact us direct for any questions, including delivery time. We can update you real time about the availability so that you can order with confidence.

  4. Can I buy an eyewear product and pay in installments ?

    Yes, of course. We offer installments both online and in-store through tabby®. For online purchases, just choose tabby® as the payment option during checkout and complete the process as guided. You can pay the amount in four monthly installments.

  5. Do I have to create an account to order from opticone.ae?

    No, you can choose to check out as a guest. However, creating an account allows you to save your purchase details, prescription information, your wishlist, and other preferences that can make shopping on OpticOne quicker and more convenient in the future.

  6. How can I order a frame and prescription lenses?

    Once you complete the checkout process for the frame, please get in touch with us at +971 586636885 by call or Whatsapp to discuss the prescription lens options based on your requirements and prescription. Once the lens type is finalized, we will send you a separate Payment link/ Product Link to complete the transaction. Alternatively, you can chat with our customer support and our support is online most of the times.
    If you want to purchase the whole set (Frame + Lens) through tabby® installments, contact us before ordering the frame, and we will guide you.

  7. Is the shipping free?

    Shipping is free if your order value is above AED 100. For Cash On Delivery orders, you’ll be charged a COD fee of AED 10.

  8. I like something but I won’t buy now. How can I save it for later?

    It’s easy. You just have to create an account by clicking on “Log in/ Register” button. The button is on top-right corner on desktop and just above the top Optic One logo on mobile. Once you create your account, you can click/tap on the heart icon on the top left corner of the product image to add it to your wishlist.

  9. I found a defect on the Sunglass/Eyeglass I bought. What can I do?

    Please contact customer support on the same day you receive the product, either through Whatsapp or email us the details at e-store@opticone.ae, and we will coordinate.

  10. I have a frame and just need to get the lenses fitted online. Is it possible?

    We offer a pick-up and delivery service for such situations. We can arrange a pick up of your frame, get the lenses fitted and deliver. Please contact us through Whatsapp or email at e-store@opticone for details.

  11. How can I exchange a product after purchase?

    The sunglasses or Frames you wish to return for exchange must be sent back to us without damage and with complete of all its parts and accessories. If you wish to exchange/return, please contact us within 7 days through Whastapp or email the details at e-store@opticone.ae.
    Please note, we offer only one time product exchange. Contact lenses cannot be returned or exchanged.
    You may read our detailed Return/Exchange Policy here.

  12. I have a question which is not mentioned here. Where can I ask?

    If you have any further questions, please feel free to reach out to us by any of the following means. We are always happy to help you.

    You can use the chat window at the bottom of the screen. Our support is online most of the time. In case they aren’t, please leave your message and we will still get back to you by mail.

    Alternatively you can talk to us through Whatsapp at +971586636885, or call us at +971 2 4466885.

Product Related FAQs

Are there colored lenses for Astigmatism?

For those with astigmatism, colored lenses were just a dream once. At OpticOne, we offer ClearColor CT color contact lenses for astigmatism. These lenses are half-yearly (6 months) disposable lenses and about 50 beautiful color choices are available to order. The lenses cover spherical power up to -20.00, and Astigmatism up to -7.00, with 5 degree steps in axes.

Since these are totally custom-made lenses, it takes about 6-8 weeks for the delivery.

What are your prescription lens brands?

We dispense premium lenses from brands such as Essilor, BBGR & Rodenstock lenses, and budget-line brands such as Egma, Techline & Vega. Want something really cheap? We have our line of generic lenses as well.

Are your products authentic?

As a reputed and highly trusted Optician, we have a zero-tolerance policy towards counterfeit, fake, or replica goods. All branded products- including Frames, Sunglasses & Contact Lenses & prescription lenses are genuine products from original brands. We don’t sell replica/ first-copy/ parallelly supplied products in our store or online.

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