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FAQs

*Euro pricing for Republic of Ireland customers only

Questions and Answers

Q. How are you changing your delivery policy?
A. We understand how important it is for you to be able to provide your patients with their contact lenses in the time scale they want. From 1st April we are therefore implementing a new two tier delivery policy.

All standard delivery revenue orders of £100/€100* or more will be delivered free of charge. Revenue orders below £100/€100* will incur the following delivery charges:

Guaranteed Next Day delivery (24 hours) £10.00 / €10.00*

Standard Delivery (3 working days) £2.00 / €2.00*

Please note:
  • Guaranteed next day delivery is not available for orders placed on a Friday.
  • Delivery charges apply to all orders of Bausch + Lomb products made by phone, e-mail, bauschonline.co.uk, fax or EDI.
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Q. How are you changing your delivery of trial lens shipments?
A. All our diagnostic lenses are free of charge. Orders for diagnostic lenses will now be despatched immediately and will be delivered within 3 working days. A nominal £1 / €1* delivery charge will be incurred on all diagnostic orders unless ordered as part of a revenue order where the revenue order delivery charges will apply.
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Q. Why are you changing your delivery policy?
A. We regularly review all our services to ensure we are offering you the best service possible. Based on customer feedback we will be amending our delivery policy, effective 1st April, to give you a wider range of delivery options.
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Q. Who should I contact if I have any queries about these changes?
A. Our Customer Services team will be able to help you with any queries you may have. Please contact them on: UK - 0845 602 2350 or ROI - 1800 409 077
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Q. What are the benefits of ordering online?
A. Ordering online gives you the ability to order at your convenience, 24 hours a day, 7 days a week.
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Q. If I don't have an online account, how can I get one?
A. Visit www.bauschonline.co.uk To register, simply click the Register Now button, and fill in the form. The process is quick and simple and your account should be available to use the next working day.
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Q. Have you changed your exchange policy?
A. No. Our exchange and returns policy remains the same. Full details can be found at www.bauschonline.co.uk by clicking on the Customer Charter icon or Terms & Conditions link at the bottom of the page.
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Q. Why can't I manage my FreshVision patients' orders online, so I can minimise delivery charges?
A. We are currently reviewing the policy for your FreshVision patients. Please continue to contact Customer Services on UK - 0845 602 2350 or ROI - 1800 409 077 for any orders and enquiries.
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Q. Can I place orders or make amendments to patients who are on the FreshVision scheme?
A. No. For all FreshVision orders and queries, please contact Customer Services on UK - 0845 602 2350 or ROI - 1800 409 077.
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Q. Can I place Home Delivery orders direct to the patient?
A. Patient home delivery is only available for FreshVision Patients, it is not available for non-FreshVision (scheduled replacement) orders placed using this Web site. If you would like your non-FreshVision order to be shipped to you patient?s home address, please contact Customer Services on 0845 6022 350 (UK) or 1800 409 077 (Ireland).
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Q. How can I access online ordering using my current Bausch + Lomb account number?
A. To access online ordering, click the Register Now button on the log in page. Fill in the appropriate account information and click Submit Application. You will receive a response on the next working day.
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Q. Will ordering online affect delivery times?
A. Placing an order online will not affect the delivery time. If you choose standard delivery you will receive your order in 3 working days. If you choose guaranteed next day delivery you will receive your order within 24 hours. Guaranteed next day delivery is not available for orders placed on a Friday.
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Q. If I place an order in error, is it possible to cancel?
A. No, once an order enters the system it will be shipped like any other order. Please refer to our Customer Charter or current price list for returns information.
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Q. How do I place a stock order?
A. After logging in, click the Contact Lenses - Revenue or Contact Lenses - Trial link on the left. Choose the appropriate lens type. Click the Stock Order link. Fill in any additional information needed. The stock order grid will then appear. Fill in quantities and click Add to Shopping Cart. Order limit is 100 lines.
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Q. How do I place a trial order?
A. After logging in, click the Contact Lenses - Trial link on the left. Choose the appropriate lens type. Choose the Patient Order or Stock Order button. Fill in appropriate information and click Add to Shopping Cart.
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Q. How do I check my order?
A. To check your order, click on the Order History link at the top of the page. Search your order using any one of the options listed. Click on the order number link to open the details.
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Q. How do I log in and out of my account?
A. Firstly, please ensure that you are in the UK site. You can check this by looking at the flag on the top left hand side of the log in screen. The log in and password fields are located on the Login page on the left hand side. To log in, enter your User ID and Password and click Submit. To log off, click the Log Off link located on the top of the page.
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Q. Can I get notifications to let me know that my order has been received and shipped?
A. Yes, if you email Customer Services at orderline@bausch.co.uk and state your request and email address we will arrange for this service to be set up for you.
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Q. How do I contact customer service?
A. Customer service can be reached by clicking on the Contact Us link found at the bottom of the page. Options to call, email or write are provided.
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Q. What do I do if I forgot my password?
A. Click the Forgot Your Password link if you have forgotten your password. Enter your email address and you will be notified by email with your password.
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Q. How do I update my account information?
A. To update any account information, click the My Account link at the top of the page after logging in. Changes to a telephone number, password or email address can be updated here. Once the information is updated, click Submit. If the account address needs to be changed, please contact customer service using the options listed in the Contact Us link.
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Q. How large can my order be?
A. There is a limit of 100 lines per order.
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Q. How do I update my email preferences?
A. If you would like to discontinue receiving email notifications for your Bausch + Lomb orders and shipments, please click the 'Unsubscribe' link at the bottom of the corresponding email.
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Q. Why must the 'Order PO' field be filled in when placing an order?
A. Entering a name or purchase order number in this field will help you to identify the order when it arrives in store, and will also help us track the whereabouts of your goods.
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