FAQs

• Where is my order and How can I track?

1.All of placed orders will be processed and dispatched within 1-5 business days.Some items with high prescription and shortage may expereince possibly delayed dispatch for 2-3 days because of customization and stocking. Hope you understand.

2.Get your tracking number through your own account, and Track your Order HERE 

 

• Can I amend my order?

Our staffs work speedily to get all orders processed and shipped out,therefore we are unable to change anything once order have been processed, such as shipping details, quantity of item, color.

Please make sure all the information is correct when you checkout.

 

• When can I get the package?

It will take 10-20 days for shipment on normal situation. Actually we are unable to control the shipping speed, it depends on destination country handling time.

Go to SHIPPING POLICY  

 

• Can I exchange or return my order?

It is a pity that we do not provide exchange service for anyone. If  your order have any faulty or issue,  contact us within 24 hours once you get the parcel.

Please turn to Return/Refund Policy  and get more details.

Our customer service team will solve your problems as soon as possible.

 

• Faulty Items

If the items have any faulty and issue with your order when you get the package,contact us within 24 hours!

Please enclose the picture and tell us the details of issue,we will check and solve it for you as soon as possible.

 

• Why is the actual color different from that on website? (Contact Lenses)

Due to variable factors, such as light, camera lens filters, surrounding colors, original eye color/ eye shape/ makeup, etc, the color of the lenses may vary and look different. Such cases should be acceptable. 
Kindly Remind:
Please contact us within 24 hours after you have received your lenses if you have any doubt about your lenses. Please don’t forget to enclose the lens picture so that we can check for you.

 

• What to do when lenses irritate eyes? (Contact Lenses)

Please soak your lenses in care solution which is exclusive for contact lenses for 24 hours, then rinse and scrub your lenses gently.
Check the two sides before wearing lenses to avoid uncomfortable experience, such as irritation, dry eyes，blurry vision, etc

 

• Safety information about wearing contact lenses. (Contact Lenses)

1.Always wash your hands before wearing, removing or handling your contact lenses.
2.Do not lend, borrow or share used contact lenses, otherwise, it may lead to infection or even blindness to eyes.
3.Please take off your lenses before sleeping.
4.Insert lenses before putting make-up on around eyes, and take off lenses before taking make-up off.
5.Please do not attend any water sports when wearing lenses.
6.New contact wearer wears less than 4 hours a day. When your eyes adapted to the lenses, you can wear them longer, but do not exceed 8 hours a day.

 

• How to take care of contact lenses. (Contact Lenses)

1.Clean and disinfect the lens with moderate care solution (Place the contact in the palm of your hand. Wet your lenses with a few drops of care solution and carefully rub the lenses). 
2.Use fresh care solution each time and discard solution from lens case after each use. 
3.Remember to change solution regularly if you do not wear the lens often. 
4.Rinse and scrub your lens every 2-3 days to prevent protein precipitation effectively. 
5.Keep the lens away from sharp objects because the lenses are very thin and vulnerable.

 

• How to put in contact lens? (Contact Lenses)

 

Step 1: Take the lens out from the packet gently after washing and drying your hands.Then make sure you are holding the correct side of the lens.
Step 2:Hold up your upper eyelid and pull down your lower lid,then use the index finger to gently place the lens.
Step 3:Look up and down, left and right after putting the lens in so that it will settle into place, then close your eye in a while.
Step 4:Do again for the other eye through simple steps!

 

• How to remove contact lens? (Contact Lenses)

Step 1: Wash and dry your hands thoroughly before touching your eyes.

Step 2:Use your clean hand to gently pull down your lower eyelid, then pull up your upper eyelid.

Step 3:Using your index finger and thumb to pinch the lens gently.

Step 4:Look up and slide the lens down gently so that the lens will be kept in your eye, then pinch it off onto finger. Do it again for the other eye.

 

• Do your lenses come with prescription? (Contact Lenses)

Yes! All of them are available with prescription. If you have normal eyesight or you simply need a decoration, choose -0.00.
Consult your eye doctor to confirm the diopter counts before ordering.

 

• Why did I choose prescription lenses, but actually received non-prescription lenses?

Usually, we will ship the items according to your order, but sometimes we will send the wrong items, please contact the customer service email for after-sales.

Sometimes items that may be added to the shopping cart due to network instability and other reasons will default to prescription 0.00. If you need to choose a prescription, please be sure to check or carefully check the order confirmation email at checkout to verify that the prescription is correct.

 

• Why didn't I receive the order confirmation email?

Please check the email address you entered when placing the order, check the order confirmation email in this email address, and check the spam email. If not, please contact customer service

 

• Do you have hyperopia contact lenses or lenses with a prescription "+"?

We do not sell presbyopic contact lenses. Our prescription lenses are all pure myopia glasses and do not provide astigmatism. It is recommended that customers with astigmatism contact a doctor to confirm the prescription.

 

• Why is the degree correct but still unclear?

Check your lenses for proper size or astigmatism, which can affect vision.

Our prescription lenses are all produced individually and then packaged directly, so there is no chance of wrong lenses being installed.

 

• Why do I receive folded lenses?

This is a normal phenomenon. In general, you can use these two methods to try to solve it.

1. Soak the lens in the lens fluid for 24 hours and the lens will unfold naturally
2. Put the care solution in the palm of your hand, rub the lens with the belly of your finger, do not tear it

 

• Why is the wearing effect different from the picture?

Due to variable factors, such as light, camera lens filters, surrounding colors, original eye color/ eye shape/ makeup, etc, the color of the lenses may vary and look different. Because you choose a light color, different pupil colors will have different effects

This is our colleague’s own upper eye pattern, she is the upper eye pattern of the brown pupil.