FAQs: Order Process

How do I place an order?

Orders may be placed by sending an e-mail to orders@rayner.com.

Customers can also fax orders to +44(0)1903 751 470 or can place a telephone order on +44 (0) 1903 258 910 on weekdays between 8.00 am and 6.00pm (GMT).

Rayner cannot accept telephone orders for toric lenses

What information will I need to provide when placing an order?

We need to the following information in order to process your order as efficiently as possible;

  • Delivery address
  • Invoice address
  • A Purchase Order number addressed to:

Rayner Intraocular Lenses Limited
The Ridley Innovation Centre 
10 Dominion Way 
Worthing 
West Sussex BN14 8AQ 
United Kingdom 

  • Full model number e.g. 570C or 620H (not brand names such as C-flex or T-flex) of the products required.

Please note that for toric lenses we also require  sphere power and  cylinder power  in addition to the model number. Your Rayner Sales Specialist can show you how to find out this information.

For toric models, however, we strongly advise that customers use the online calculator Raytrace for accurate calculations and order management. When using Raytrace, please include your Raytrace selection number on your order.

Please let us know if there is a level of urgency for delivery e.g. surgery date. Rayner will always do its utmost to fulfil customer orders as rapidly as possible, however we strongly recommend that surgery is not booked until the lens has been received by the hospital or clinic.

How much will I be charged for a Rayner IOL?

Please contact Rayner via e-mail orders@rayner.com or telephone on +44 (0) 1903 258 910 and quote the full model number and power(s) of the product(s) required and your customer name so that we can provide you with a price.

How much are the delivery costs?

Rayner will deliver Free of Charge unless your order is urgent and needs to be delivered on the next working day before 10.00am, in which case there will be a fee of £25 + VAT.

Rayner also offers delivery for next working day before 12.00 noon. The fee for this service is £20.00 + VAT. The latest order time for both of these services is 11:00am.

This service is subject to availability at the time of request.

Can I receive my IOL order before sending a Purchase Order (or some other method of payment)?

No, Rayner will only deliver the product to you after receipt of a valid Purchase Order or payment by credit card.

Can I set up a credit account?

Yes, on receipt of the following information, Rayner will create a credit account for you; we will need:

  • Full invoice address
  • Full delivery address
  • VAT number
  • Currency that you prefer to pay in (Rayner can accept payment in UK Sterling, Euros, US Dollar only)
  • Contact names and telephone numbers of the person responsible for the Rayner account.

Conditions will apply. Please call the UK Customer Service Team on +44 (0) 1903 258 910 for full details.

How long does it take to process an order?

Following order receipt by our dedicated Customer Services Team, we aim to dispatch products within 48 hours for standard lenses that are in stock. If the order is a Made to Order  IOL,  please allow 8 weeks before dispatch.
For non- IOL products, dispatch is within 48 hours for products held in stock otherwise within 10 working days if the product is not held in stock (subject to manufacturer availability).

For export orders, processing time will vary depending on the size of order, documentation requirements and any additional associated administration required.

Rayner will always endeavour to have orders processed as quickly and as accurately as possible.

How can I check what Rayner have in stock?

We understand that some customers prefer to make their order decisions based on our stock availability. Due to the fast moving nature of our stock it is best to e-mail or telephone for the latest position. Please call the Rayner Customer Services Team on +44 (0) 1903 258 910 or email orders@rayner.com for the most up to date information.

Am I able to obtain proof of delivery?

Please call the UK Customer Services Team on +44 (0) 1903 258 910 on how we can help you with this request.

What happens if no one is available to receive my delivery after shipment?

Most couriers now have an automatic process which will inform Rayner of non- delivery. In this event, Rayner will contact the customer or the appropriate Sales Specialist to discuss further options for delivery.

Why am I supplied with 2 toric IOLs when I receive my order? How do I send the unused IOL back?

Rayner toric IOLs are often Made to Order for a patient and are not simply an “off the shelf” product that can be replaced immediately (Rayner offer over 1,600 IOL sphere and cylinder combinations in our toric IOL ranges).

Our highest priority is always an optimal outcome for the patient and in the rare event that a surgeon or Theatre Staff encounter a problem with A toric IOL - the second, identical lens can be used without affecting the surgical procedure or desired patient outcome.

Unused and unopened second lens system packs should be returned to:

Returns Department

Rayner Intraocular Lenses Limited
The Ridley Innovation Centre 
10 Dominion Way 
Worthing 
West Sussex BN14 8AQ 
United Kingdom

Please ensure that all items are returned in a secure box, and please do not use a padded or standard envelope as this could lead to product damage that would affect your credit.

In addition, please ensure that all documents identifying the sender as well as outlining any specific requirements are enclosed in your return delivery.  

Absence of this documentation may affect your credit.

Rayner recommend that system packs are returned to us using a courier service or are personally handed to a Rayner Sales Specialist for return to Hove.

How do I return an item I no longer require?

Please e-mail orders@rayner.com or telephone the Rayner Customer Services Team on +44 (0)1903 258 910 to obtain a Return Merchandise Authorisation (RMA) number.

Only items returned in perfect, unopened condition within 6 months of date of sale are eligible for credit.

Please ensure that the items are returned in a secure box, and please do not use a padded or standard envelope as this could lead to product damage that would affect your credit.

Please ensure all documents identifying the sender as well as outlining any specific requirements are enclosed in your return delivery.


Absence of documentation may affect your credit.

Please note that Made to Order IOLs may not be eligible for credit.

 Please speak to your Sales Specialist or to the Rayner Customer Services Team on +44 (0)1903 258 910.

For our International Customers, we recommend using the same courier you organised for your initial order as this simplifies the UK customs procedures. We also advise all customers to use a method where proof of delivery is provided.

Please send all returned products to:

Returns Department

Rayner Intraocular Lenses Limited
The Ridley Innovation Centre 
10 Dominion Way 
Worthing 
West Sussex BN14 8AQ 
United Kingdom

We ask all of our International Customers to please include as part of your return documentation which lists all items being returned as well as a value (per item) as this will help with customs.

How do I return a product for investigation following a product problem or clinical incident?

Contact the post market surveillance team at feedback@rayner.com or telephone +44 (0)1903 258 900 for specific advice relating to the nature of the return.

How do I contact my local Rayner distributor or Sales Specialist?

Please use the enquiry form here and we will be in touch within 1 business day.

Alternatively, please call Rayner Customer Services on +44 (0) 1903 258 910 on weekdays between 8.30am and 5.00pm (GMT).

How do I know which IOLs are approved in my country?

Your local distributor will be able to inform you which IOLs are approved for sale in your region. All Rayner IOLs are CE Mark Approved. For more information on IOL availability please click here.