Frequently Asked Questions

Click on any section to view questions & answers.

Click here to expand all answers.

GENERAL QUESTIONS

Q:
Where can I get contact lens-fitting assistance?
A:
We have several convenient ways to aid in fitting with our contact lens products. We offer phone assistance through our Professional Consultation department from 9:00 a.m. to 5:00 p.m. Monday - Friday, at 0871 376 0017. In addition, fitting guides are available through our professional website.
Q:
Where can I find your Patient Information Leaflets?
A:
Please visit our Patient Information Leaflets page.
Q:
How can I see what FreshLook® contact lens colors are available for my patients?
A:
View our FreshLook® website
Q:
How do I contact Customer Service?
A:
Our Customer Service representatives are available 9:00 a.m. to 5:30 p.m. Monday - Thursday, 9:30 a.m to 5:30 p.m Friday and 9:00 a.m to 1:00 p.m Saturday.
  • 0871 376 0017
  • If you have a product complaint or need to report an adverse event, please contact our customer service department 9:00 a.m. to 5:30 p.m. Monday - Thursday, 9:30 a.m to 5:30 p.m Friday and 9:00 a.m to 1:00 p.m Saturday. 0871 376 0017
Q:
How can I speak with my sales representative?
A:
Our Customer Service representatives will gladly help you with that request. They are available 9:00 a.m. to 5:30 p.m. Monday - Thursday, 9:30 a.m to 5:30 p.m Friday and 9:00 a.m to 1:00 p.m Saturday.
  • 0871 376 0017
Q:
How do I establish an account?
A:
  • Only licensed eye care professionals and authorized contact lens distributors may establish an account with Alcon
  • Online Registration
  • Our Customer Service representatives are available 9:00 a.m. to 5:30 p.m. Monday - Thursday, 9:30 a.m to 5:30 p.m Friday and 9:00 a.m to 1:00 p.m Saturday.
    • 0871 376 0017
Q:
How can I order online / how do I establish an online ordering account?
A:
  • Qualified eye care professionals and authorized contact lens distributors may establish an account with Alcon.
  • Register Today
Q:
How can I check my bill?
A:
Our Customer Service representatives are available 9:00 a.m. to 5:30 p.m. Monday - Thursday, 9:30 a.m to 5:30 p.m Friday and 9:00 a.m to 1:00 p.m Saturday.
  • 0871 376 0017
Q:
How do I get trial sets of your products?
A:
  • Please speak with your Alcon sales representative for assistance.
  • If ordering through a distributor, please speak to the distributor
  • If you don't know your sales rep: Our Customer Service representatives are available 9:00 a.m. to 5:30 p.m. Monday - Thursday, 9:30 a.m to 5:30 p.m Friday and 9:00 a.m to 1:00 p.m Saturday.
    • 0871 376 071
Q:
How can I get literature for my office?
A:
  • Literature for many of our products is available through Customer Service or through your Alcon sales representative.
Q:
I need to change my address and/or phone number in your system. Whom do I contact?
A:
  • Our Customer Service representatives are available 9:00 a.m. to 5:30 p.m. Monday - Thursday, 9:30 a.m to 5:30 p.m Friday and 9:00 a.m to 1:00 p.m Saturday.
    • 0871 376 0017
  • Change of address/ phone number requests may also be submitted via the "Account Settings" page on easy ONLINE Ordering.
Q:
Where can I get directions for use and/or training (including I&R) on your lens and lens care products?
A:
Q:
Do you offer online CET?
A:
Please visit our Education Section to learn more
Q:
What educational materials do you have for:
  • Me
  • My staff
  • My patients
A:
Visit our Education Section

ORDERING QUESTIONS

Q:
How do I register?
A:
Q:
I can't login; I forgot my password or User ID
A:
  • Can't Login/ Forgot User ID: Please call us between 9:00 a.m. to 5:30 p.m. Monday - Thursday, 9:30 a.m to 5:30 p.m Friday and 9:00 a.m to 1:00 p.m Saturday.
    • 0871 376 0017
  • Password: If you are having trouble remembering your password, just click the "Forgot Password" link in the login section on easy ONLINE.
Q:
Why haven't I received email notification that my registration has been established?
A:
Processing registrations can take up to two days, however if you would like to contact us, give us a call 9:00 a.m. to 5:30 p.m. Monday - Thursday, 9:30 a.m to 5:30 p.m Friday and 9:00 a.m to 1:00 p.m Saturday.
  • 0871 376 0017
Q:
When trying to access the site, why won't it display properly, or perform? Why can't I submit?
A:
Occasionally connecting to myAlcon.co.uk using a "Favorite" or "Bookmark" in your web browser can prevent you from reaching the most up-to-date version of the site. Try typing the full address, myAlcon.co.uk into your browsers' address bar and see if the page loads correctly.

Have more questions?

Contact us