Find answers to the most common questions about ordering, lenses, and your account. Last updated: June 2025.
Ordering & Payment
How do I place an order?
Browse our catalogue, select your lens brand and parameters (power, base curve, diameter), add to cart, and proceed to checkout. You can pay via eSewa, Khalti, bank transfer, or cash on delivery (COD) where available.
Can I order without a prescription?
For corrective (powered) contact lenses, a valid prescription from a licensed eye care professional is strongly recommended. PrimeLens Nepal reserves the right to request prescription verification for powered lenses. By placing an order for powered lenses, you confirm that you have a current, valid prescription and that the parameters you enter match it. We are not liable for eye discomfort or damage arising from incorrectly self-entered prescriptions.
What happens if I enter the wrong power?
Please double-check your prescription before placing your order. If you order the wrong power/product and the item has already been shipped, a cancellation/return shipping fee of NPR 150 will be charged. We cannot offer free returns or exchanges for incorrect power entries as contact lenses are a health product and cannot be resold once a package is opened.
Can I modify or cancel an order after placing it?
You may request a cancellation within 1 hour of placing your order by contacting us via our WhatsApp or email — provided your order has not yet been dispatched. After dispatch, standard return/refund policies apply.
Lens Parameters & Compatibility
What is base curve and why does it matter?
Base curve (BC) describes the curvature of the back surface of the lens. An incorrect base curve can cause discomfort, poor vision, or even corneal damage. Your eye care provider’s prescription will specify the correct base curve for your eyes. If you are unsure, consult an optometrist before ordering.
I wear toric or multifocal lenses — do I need a trial first?
Yes. If you are using toric (astigmatism-correcting) or multifocal lenses for the first time, a trial fitting with an eye care professional is mandatory. PrimeLens Nepal will require proof of prior successful use (previous purchase data) before processing any complaint or return related to comfort or fit for these lens types.
Are colour lenses safe to use?
All colour lenses sold on PrimeLens Nepal are cosmetic medical devices. They should only be purchased with guidance from an eye care professional. Never share contact lenses with another person. Always follow the recommended wearing schedule and replacement cycle provided by the manufacturer.
Account & Tracking
How do I track my order?
Once your order is dispatched, you will receive a tracking number via SMS or WhatsApp. You can use this to track delivery through our courier partner’s portal. Estimated delivery times are 2–5 business days within Kathmandu Valley and 3–7 business days for outside-valley destinations.
What if my parcel hasn’t arrived?
If your order has not arrived within the estimated window, first check the tracking link. If the status is unclear or shows an issue, contact us with your order number and we will liaise with the courier on your behalf. Please report non-delivery within 7 days of the expected delivery date.
Lens Care & Safety
How should I store and care for my lenses?
- Always wash and dry hands before handling lenses.
- Never use tap water or saliva to rinse lenses.
- Use only multipurpose solution or saline recommended by your optometrist.
- Replace your lens case every 1–3 months.
- Never sleep in lenses unless specifically prescribed as extended-wear lenses.
- Discard lenses as per the replacement schedule (daily, biweekly, monthly).
What should I do if I experience eye discomfort?
Important: Remove your lenses immediately if you experience pain, redness, blurred vision, or discharge. Do not continue wearing them. Consult an eye care professional promptly. PrimeLens Nepal cannot provide medical advice.
Still need help?
Our team is available Sun–Fri, 10am–6pm. 📱 WhatsApp: +977-XXXXXXXXXX
📧 [email protected]