DESIO LENS FREQUENTLY ASKED QUESTIONS (FAQ)

GENERAL INFORMATION

WHAT IS DESIO?

Desio™ is a luxury brand of color contact lenses. Desio™ lenses are manufactured by the Italian company, Qualimed srl. The lens design is patented and the brand is registered worldwide.

WHAT IS DESIOLENS.COM?

DesioLens.com is an exclusive, worldwide, online store.

WHO CAN ORDER FROM DESIOLENS.COM?

  • Customers who have had a proper eye check and know they can tolerate contact lenses are welcome to buy from our site.
  • Please note the American Food and Drug Administration (FDA) require all contact lenses (including both decorative and prescription) are sold only to or on the prescription of a licensed practitioner.
  • Customers residing outside of the United States who order prescription lenses must also submit their contact lens prescription once a year when ordering.
  • If you reside outside of the United States and do not require prescription lenses, you will still need to confirm that you have visited an Eye Care Specialist and he or she has approved your use of contact lenses.
  • For instructions on how to order, please click on the following link: how to order

DO YOU HAVE ANY LOCAL STORES WHERE I CAN BUY DESIO LENSES?

Please click on the following to take you to our store locator.

WHAT YOU SHOULD KNOW BEFORE BUYING

HOW DO I ORDER DESIO LENSES?

For instructions on how to order, please click on the following link: how to order

DO YOU HAVE ANY LOCAL STORES WHERE I CAN BUY DESIO LENSES

Please click on the following to take you to our store locator.

ARE DESIO LENSES ONLY COSMETIC, OR CAN THEY BE ORDERED WITH A PRESCRIPTION?

  • Desio lenses are produced for those who only want to change the color of their iris, as well as for those who have acuity problems, such as myopia (nearsightedness), hyperopia (farsightedness) and astigmatism. Please consult with your Eye Care Specialist first to determinate whether you need prescription lenses or not.
  • Plano lenses are cosmetic lenses without diopter (sphere), for those customers with 20/20 acuity vision, who only want to change the color of their iris.
  • Special Prescription lenses are for customers with a high prescription over -6.00, or hyperopia (positive lenses) and are not kept in stock, they must first be ordered from the manufacturer.
  • Toric lenses are for customers with astigmatism. These orders must be especially produced for a customer after ordering.

ARE DESIO LENSES CERTIFIED?

Desio lenses have obtained the following certifications:

  • FDA 510K
  • CE Mark
  • EN ISO 9001:08
  • EN ISO 13485:03

HOW DO I ATTACH MY PRESCRIPTION?

  • Customers can either upload their prescription during the registration process or by logging into their account afterwards. To upload from your Desio account, log into your account and from the Dashboard click on ‘Account Information’ (located on the left-hand side menu), and underneath ‘Additional Information’ click the upload button to attach the file.
  • Prescriptions must be issued from a licensed practitioner and include the eye doctor’s contact information.

HOW MANY COLORS ARE AVAILABLE?

  • • The Desio Sensual Beauty Lens collection currently offers eight beautiful colors with a lightening effect designed especially for dark eyes as well as to enhance lighter eyes. The Two Shades of Grey line is available in two colors, while our new Coffee Collection is available in four shades.
  • As the color blends with your natural eye colour, we recommend you check out our BEFORE AND AFTER section prior to purchasing.

WHAT RANGE OF PRESCRIPTIONS ARE AVAILABLE?

  • Plano (non-prescription): 0.00 (for cosmetic purposes only)
  • Prescription: From -0.50 to -6.00
  • Special Prescription: From -6.50 up to -13.00 and all positive lenses from +0.50 up to +6.00.
  • Toric prescription: From 0.00 up to -10.00 (in 0.25 steps) and from + 0.50 up to +3.00, Cylinder: from -0.25 up to -3.00 (in 0.25 steps), Axis: from 10° to 180°.
  • Desio lenses are made from Polymacon and have 38% water content.

ARE DESIO LENSES ONE SIZE FITS ALL?

Desio lenses are not one size fits all. Desio New Sensual Beauty lenses, Two Shades of Grey and Coffee lenses have a diameter of 14.5 mm and a base curve of 8.7 mm (these parameters cannot be changed). It is important to check with your Eye Care Specialist whether these parameters are suitable for your eyes prior to purchasing the lenses.

WHAT IF I HAVE DIFFERENT POWERS FOR EACH OF MY EYES IN MY PRESCRIPTION?

If you have different powers for each eye in your prescription, you will need to order two pair of lenses (2 boxes). One with your left eye prescription and the second with your right eye prescription. Select your first box, then continue shopping to add the second box. Unfortunately we cannot open the original packaging and mix your prescriptions.

I HAVE ASTIGMATISM, CAN I ORDER DESIO LENSES?

Desio toric lenses are currently available in all lines, New Sensual Beauty, Two Shades of Grey and the Coffee Collection.

WHAT IS THE DIFFERENCE BETWEEN MALE AND FEMALE DESIO LENSES?

  • There is no difference between male and female lenses, they are the same product with the same dimensions, only marketed differently. Colors may appear slightly different on the male and female Desio models simply because the lenses blend with their natural eye color.
  • If in doubt, please check out our BEFORE AND AFTER photos.

WHAT IS INCLUDED IN EACH BOX OF DESIO LENSES?

Inside each box there are two lenses of the same power and color, stored in a blister with sterile saline solution. Lenses are also sent with a color guide and information on correct useage.

WHERE CAN I PURCHASE A DESIO LENS CASE?

All orders are shipped with a free Desio branded lens case.

CAN I PURCHASE DESIO CONTACT LENS SOLUTION?

  • DesioLens.com does not sell contact lenses solution. You must purchase this from your local retailer.
  • You can use any kind of all-in-one solution for soft contact lenses. Please choose well as contact lens solutions can also determinate the comfort of the lens.

HOW MUCH DO DESIO LENSES COST?

  • The price for New Sensual Beauty Plano (non-prescription), Two Shades of Grey and Coffee Collection Plano (non-prescription) and Power lenses (up to -6.00) is 42€.
  • The price for Special Powers in New Sensual Beauty Lenses collection, Two Shades of Grey and Coffee Collection (from -6.50 up to -13.00 and all positive from +0.50 up to +6.00) which are not kept in stock, but produced on request is Euro 47€.
  • The price for Toric lenses which are not kept in stock, but produced on request is 80€ for the New Sensual Beauty and Coffee Collections and Two Shades of Grey line.
  • All prices are in euros as Qualimed is based in Italy. Please note PayPal will automatically convert the total cost into your local currency before asking you to confirm payment.
  • If you would like an estimate in your local currency prior to purchasing, you can use our CURRENCY CONVERTER located on the homepage.

WHAT PAYMENT METHODS DO YOU ACCEPT?

  • DesioLens.com accepts payment either by credit card or from a PayPal account.
  • Accepted cards are Visa, MasterCard, Maestro, Discover and American Express.
  • If you would like to pay either by debit card or gift card, please click on the link to pay via credit card and enter the appropriate card details.

I CANNOT DECIDE WHICH COLOR(S) TO PURCHASE, CAN I RECEIVE A FREE SAMPLE(S) TO TEST THE LENSES PRIOR TO PURCHASING?

  • Unfortunately we do not provide free samples.
  • The best advice we can offer you is to please check out our Instagram page. There you can look for pictures of real customers with a similar eye color to yours and check out their before and after pictures prior to purchasing.

HOW LONG CAN I WEAR DESIO LENSES?

  • Desio lenses are three month disposable lenses. You can wear them for three months, daily, from the time the original packaging is opened.
  • If the customer only wears the lenses on a few occasions during the three month time period, the lenses may last longer, but it is still recommended that they are disposed of after the three month period to avoid the risk of contracting ulcerous keratitis.
  • Lenses sealed in the blister with saline solution have a shelf life of five years from the time of their original production date. The exact expiration date is printed on the back of the outside packaging.

CAN I SLEEP WITH DESIO LENSES?

No, it is not advisable to sleep with any kind of contact lenses. Your eyes must rest during sleep. Please remove your Desio lenses before sleeping and put them in some lens solution.

ALL ABOUT SHIPPING

TO WHICH COUNTRIES DOES DESIOLENS.COM SHIP?

DesioLens.com ships internationally, to all countries (with the exeption of Mexico - due to issues with their local customs).

HOW MUCH DOES SHIPPING COST?

DesioLens.com offers FREE delivery via registered international mail (post) to all countries. This provides the customer with an online tracking code and requires a signature upon delivery.

IS A SIGNATURE REQUIRED FOR ALL DELIVERIES?

  • Yes, if no authorized recipient is available to sign for the parcel, a notice will be left and the parcel held at their local post office for a limited time, awaiting collection.
  • If you do not receive a notification, you can still go to your local post office and claim the parcel by quoting its tracking code.
  • Please note UPS Express shipping does not require a signature in certain countries.

WHAT IS THE DISPATCH TIME FOR THE DATE OF MY ORDER?

  • All Plano and Standard Power Desio lenses up to -6.00 are dispatched within five business days.
  • All Special Power lenses not available in stock are dispatched within 4 weeks and lenses for astigmatism in 6 weeks. In this case, they are produced especially for you.
  • We cannot offer any guarantee and the time indicated is approximate. Dispatch days are Monday through Friday and do not include weekends and public holidays.

HOW LONG BEFORE I RECEIVE MY LENS ORDER?

Delivery times will vary depending on your location. After a parcel has been dispatched, the average delivery time with Registered Mail is:

  • Europe: 8-15 business days
  • United States: 15-20 business days
  • Other Countries: 20-30 business days

Please note delivery times are APPROXIMATE and not exact.

IS EXPEDITED SHIPPING AVAILABLE?

Expedited shipping is currently available to customers residing in the European Union Community, the United Arab Emirates and Australia. The cost is 20€.

HOW CAN I TRACE MY SHIPMENT?

  • Parcels sent via the the Dutch Post (NL) must initially be tracked via the Dutch Post website. Then once the parcel has been sent abroad, customers must continue to track the parcel via their local postal service.
  • For a list of these countries, please again check our TRACKING section.
  • Important notice to Australian and Canadian customers: Unfortunately Australia Post and Canada Post do not provide online tracking for registered international post and therefore your parcel can only be tracked up until it is send abroad.
  • Important note:the tracking code remains the same throughout the journey.

WHAT IF MY PARCEL IS RETURNED TO DESIO'S HEADQUARTERS?

  • Desio will notify customers via email if a parcel has been returned to our headquarters in Italy (might take many weeks before your parcel return back), informing them of their reshipping options.
  • If a Purchaser submits a wrong or insufficient delivery address which causes a return of the product to us, or the item is unclaimed, the Purchaser agrees to pay 12€ to desiolens.com for reshipping and repacking (desiolens.com agrees to cover the shipping charge only once - reimbursement is not permitted).
  • In the event that a parcel is returned to our headquarters and the customer requests a refund, the customer is responsible the initial shipping and handling fees.

FOR WHAT REASON WOULD A SHIPMENT BE RETURNED TO DESIOLENS.COM?

A parcel may be returned for the following reasons:

  • The recipient’s address is unknown.
  • The customer did not fill out the delivery address accurately.
  • No authorized recipient was available to sign for the parcel and the customer did not pick up their goods from their post office in the allotted time.
  • Another reason that is out of our responsibility.

INFORMATION FOR AFTER ORDERING

I HAVE DIFFICULTY LOGGING INTO MY DESIO ACCOUNT, WHAT CAN I DO?

Please go to the LOG IN page and use the ‘Forgot Your Password’ facility to automatically generate an email to you with your new password.

WHAT IF I NEED SOME INFORMATION ABOUT MY ORDER?

Simply log into your Desio account and under your ‘Account Dashboard’ will appear a complete list of recent orders. From here it is possible to check whether the order has been dispatched and if there is a tracking code available.

THERE IS AN ERROR WITH THE DELIVERY ADDRESS I PROVIDED, CAN I UPDATE THE DELIVERY ADDRESS FOR AN EXISTING ORDER?

You must log into your Desio account and raise a ticket via the ‘Help Desk’ requesting to cancel and refund your order as the delivery address cannot be changed. However once a parcel has been dispatched from Desio’s warehouse it is no longer possible to cancel your order.

I'VE ALREADY PLACED MY ORDER BUT NOW I WANT TO CHANGE THE COLOR AND/OR PRESCRIPTION, IS THAT POSSIBLE?

You can log into your Desio account and raise a ticket via the ‘Help Desk’ requesting to cancel and refund your order as the parameters cannot be changed once submitted.

I LOST MY DISPATCH CONFIRMATION EMAIL, WHERE CAN I FIND MY TRACKING CODE?

  • Once your order has been shipped, you will receive a confirmation email which includes your tracking number as proof the consignment was sent. It is necessary to wait a few days before tracking your order as all data must be uploaded by the postal system. Parcels are sent via the the Dutch (NL) Post must initially be tracked via the Dutch Post (NL) website
  • If you have lost this code, simply log into your Desio account and click on the relevant order to view its tracking code.

THE ONLINE TRACKING INFORMATION FOR MY ORDER INDICATES THERE IS A PROBLEM WITH THE DELIVERY OF MY PARCEL, WHAT CAN I DO?

  • Please ensure that you have checked the parcel’s tracking code status on both the Dutch (NL) Post and your local postal service tracking website. As per our terms and conditions Purchasers agree to track their own orders.
  • Also please check that your local postal service has not left a notice to say they attempted a delivery.
  • Occasionally parcels are held up at customs or delayed due to special events such as Christmas, however if there has been no change in status for more than three weeks, please log into your Desio account and raise a ticket via the ‘Help Desk’ requesting a status update and Desio will investigate the matter for you.

MY PARCEL ARRIVED IN THE POST BUT DOES NOT MATCH WHAT I HAVE ORDERED, WHAT CAN I DO?

  • Please contact us within seven days from the receipt of your shipment, by logging into your Desio account and raising a ticket via the ‘Help Desk’ to say that you have received an incorrect order.
  • A customer service representative will then respond to your query as soon as possible.

CAN I SLEEP WITH DESIO LENSES?

No, it is not advisable to sleep with any kind of contact lenses. Your eyes must rest during sleep. Please remove your Desio lenses before sleeping and put them in some lens solution.

THE LENSES ARE MOVING ON MY CORNEA, WHAT CAN I DO?

Please ensure that the lens are not inside-out, as this is one of the most common causes of movement on the eye. If the lenses are inverted, simply flip them inside-out and give them a good wash before reapplying.

THE LENSES SEEM TOO BIG OR TOO SMALL FOR ME, WHAT COULD BE THE CAUSE?

  • There two possibilities why the lenses seem to big or too small. Firstly, the lenses may have become inverted and are not sitting correctly on your eye. This can be resolved by flipping them inside-out and giving them a good wash before reapplying.
  • Another possibility is that the parameters of the Desio lenses are not suitable for your eyes and you require a different diameter and or base curve. Unfortunately we cannot replace the lens or issue a refund if the parameters you have ordered are not suitable for your eyes (as per our terms and conditions).

I WOULD LIKE TO EXCHANGE MY LENSES BECAUSE I WANTED TO ORDER DIFFERENT COLOR, HOW CAN I DO THIS?

  • If you have unopened the lenses box(es), you can log into your Desio account and raise a ticket via the ‘Help Desk’ requesting our return procedures. Please note this requires the Purchaser to pay to have the lenses returned to our headquarters in Italy, as well as a standard reshipping fee of 12€ (euro).
  • If the lenses box is opened, the product cannot be exchanged or refunded.

I AM EXPERIENCING DISCOMFORT WHEN WEARING THE LENSES, WHAT CAN I DO?

Please ensure that you have washed the lens properly and check that they are not inside-out, as these are the most common causes of discomfort. If the lenses are inverted, simply flip them inside-out and give them a good wash before reapplying. You can use any kind of all-in-one solution with your lenses.

THERE IS A DEFECT WITH THE LENSES, WHAT ARE YOUR RETURN PROCEDURES?

  • We sincerely apologise in the unfortunate event that you received factory defective lenses.
  • Please note we will exchange factory defective lenses free of charge. As per our terms and conditions, defective contact lenses may only be exchanged for the exact same lens model, color and prescription.
  • Customer must log log into your Desio account and raise a ticket via the ‘Help Desk’ within 5 business days to say that there is a defect with the lenses you received. A customer service representative will then provide you with our return procedures.
  • Please note the costs of returning the goods to us will be paid by the Purchaser.

MARKETING AND PROMOTIONS

DO YOU SUPPLY COUPON DISCOUNTS?

Desio occasionally offers discounts for special promotions or occasions.

WHEN WILL BE YOUR NEXT PROMOTION?

Please keep an eye on our various social media sites (Instagram and Facebook) for information on future promotions as it becomes available.

I'M AN OPTICIAN OR OPTOMETRIST WITH A SHOP AND I WANT TO SELL DESIO CONTACT LENSES. WHAT SHOULD I DO?

If you are interested in selling Desio contact lenses, please contact Qualimed srl at retail@desioeyes.it.

I'M A DISTRIBUTOR OF CONTACT LENSES AND I'M INTERESTED IN DISTRIBUTING DESIO IN MY COUNTRY, WHAT SHOULD I DO?

Kindly contact Qualimed srl at distribution@desioeyes.it and provide an electronic copy of your business profile.

I'M A BLOGGER WITH A YOUTUBE CHANNEL OR OTHER SOCIAL MEDIA NETWORK AND I'D LIKE TO REVIEW DESIO LENSES, WHAT SHOULD I DO?

Kindly contact the Marketing Department of Qualimed SRL by emailing social@desioeyes.it.

IMPORTANT NOTE: these email addresses are for business enquiries only. General enquiries will not be answered via email. Instead general enquiries must be submitted via the ‘Help Desk’ ticketing system, accessible by logging into your account.

 
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