Question: When will my parcel arrive?
Answer: Express shipping time is typically 3-5 business days, but please note that we are unable to control shipping speed as it depends on the handling time of the destination country.
Question: Can I amend my order?
Answer: Our team works quickly to process and ship out all orders, so unfortunately we are unable to make changes once an order has been processed. This includes shipping details, item quantities, colors, and diopter counts. Please ensure that all information is accurate at checkout.
Question: Where is my order and how can I track it?
Answer: All orders will be processed and dispatched within 2 business days. Some items with high prescriptions or that are low in stock may experience a delayed dispatch of 2-3 days due to customization and stocking. You can find your tracking number in your account and use it to track your order.
Question: Can I exchange or return my order?
Answer: We do not provide an exchange service, but if there is a fault or issue with your order, please contact us within 24 hours of receiving the parcel. Please refer to our Return/Refund Policy for more details. Our customer service team will work to solve your problem as soon as possible.
Question: What if I receive faulty goods?
Answer: If you receive faulty goods, please contact us within 24 hours of receiving the parcel with a picture and description of the issue. We will check and resolve the issue as soon as possible.