🚚 Shipping FAQ
How can I track my order?
Please go to this page.
Where can I find the tracking number?
Once your order ships, we'll send the tracking number by email (for guest and members). Please check your spam folder for any emails from us if you are unable to locate our message. If you placed your order as a member, you can find it on the My Account > Orders page. You can use this number to track your package on the courier's website.
How much is shipping and how long does it take?
We are thrilled to deliver authentic colored contact lenses to beauty lovers in all countries worldwide!
💸 Shipping Costs
- Free Standard Shipping: Available on orders above US$100 (or currency equivalent) to the USA, Canada, UK, Australia, Germany, Philippines, Malaysia, Russia, China, Thailand, Vietnam, Indonesia, France, Spain, Singapore, Taiwan, Hong Kong, Brazil, Japan, Italy, Switzerland, Denmark, South Africa, Mexico, Belgium, Egypt, Portugal, Poland, Hungary, and New Zealand.
- Standard Orders: For orders below US$100, shipping fees will be calculated automatically at checkout based on your location.
📦 Preparing Your Order (Processing Time)
To ensure you receive the freshest, 100% authentic lenses directly from Korea, we need a little time to prepare your package before it ships.
- Olens Only Orders: These typically ship out in 2-5 working days.
- Orders with Other Brands: Please allow 4-7 working days for us to gather your items.
- Custom Toric & Farsighted Lenses: Because these are specially made-to-order just for your eyes, please allow 1 to 2 weeks for preparation.
✈️ Delivery Estimates
Once your package leaves our warehouse, here is when you can expect it to arrive at your doorstep:
Standard Shipping
- Asian Countries: 5 - 7 days.
- Rest of the World: 1 - 2 weeks.
Speed Post (Express)
- Asian Countries: 2 - 4 days.
- Rest of the World: 5 - 10 days (depending on your specific location).
A Few Important Notes:
- We work hard to get your lenses to you safely, but please note that our shipping fees do not cover any customs duties or taxes your local government might impose.
No matter where you are, we are committed to getting your new look to you as quickly and safely as possible!
Does delivery require a signature?
We deliver your colored contacts right at your doorstep! And yes, signature upon delivery is required to ensure you receive your package safely.
- Missed delivery?
No worries! If you're not home when the delivery attempt is made, the package will be sent to your local post office, you'll receive a notice slip with instructions on how to pick it up.(by standard shipping), or the shipping company will contact you and arrange a re-delivery(by express shipping). - Track your package:
We'll provide you with a tracking number so you can follow your package's journey every step of the way.
Remember:
It's your responsibility to track your package and pick it up from the post office if you miss the delivery.
We are not responsible for packages returned due to non-retrieval from the post office.
Enjoy the convenience of having your colored contacts delivered straight to you!
What do I do when a package is lost?
Shop with confidence knowing your purchase is safe and secure!
We've partnered with Route, a leading package protection and tracking solution, to ensure your peace of mind throughout the delivery process.
Here's how Route protects your purchase:
Low-cost shipping protection: For a small fee (usually $1-$2), you can add Route protection at checkout. This covers your package in case it gets lost, stolen, or damaged during transit.
Easy claim filing: If something happens to your package, simply file a claim with Route within 15 days of the last tracking update. You can do this through their online portal or the Route app.
Fast resolution: Route will investigate your claim and provide a quick resolution, either by refunding your order, reordering the items, or covering the cost of damaged items.
Real-time tracking: Track your package's journey in real-time with the Route app and receive updates every step of the way.
Route's got you covered:
Lost packages: Route will either refund your order or reorder the items for you.
Stolen packages: Route will provide a refund or reorder the items for you.
Damaged packages: Route will refund or reorder the damaged items, including shipping costs.
Delivery issues: Route will investigate any issues with your delivery and work to resolve them quickly.
Refunds: Route will issue refunds directly to your original payment method within two business days after the claim is approved.
Shop with confidence knowing your purchase is protected by Route's comprehensive package protection!
For more information:
Visit Route's official page here: Route Package Protection Policies
Contact Route's customer support team here: Claims Route
What happens to packages that are returned to sender?
Don't worry if your package is returned!
We understand that sometimes packages can be misdelivered or returned to sender due to unforeseen circumstances. In such cases, we're here to help you get your colored contacts as quickly and easily as possible.
Here's what happens if your package is returned:
- Please contact us: We will confirm the reason for the return and discuss your options.
- Re-delivery: If you simply need your package resent to the correct address, we can offer you a discounted re-delivery fee. This fee is significantly lower than the original shipping cost, making it an affordable option to get your contacts delivered right away.
- Refund: If you prefer a refund, we'll process it according to our Return Policies.
No matter the reason for the return, we're committed to working with you to find a solution that meets your needs.
Here's a summary of your options:
- Re-delivery with discounted fee: This is the fastest and most convenient option if you still want your colored contacts.
- Full refund: We'll process a full refund according to our Return Policies.
Please note:
We are not responsible for packages that are misdelivered or returned due to incorrect or incomplete address information provided by the customer.
We will gladly assist with re-delivery for packages returned due to reasons beyond the customer's control.
For more information:
Please contact our customer support team for assistance with returned packages.
You can find our Return Policies here: Return Policie
We're here to help you get your colored contacts, even if the unexpected happens!
Will I be charged customs or import taxes?
We do our best to help you avoid extra fees! We automatically mark packages as low-value gifts to speed up customs clearance and minimize costs. While 99% of our customers receive their orders tax-free, local customs may occasionally perform random checks. In the rare event that fees are applied, they are the responsibility of the recipient.
🛍️ Before Purchasing
Are colored contact lenses safe to wear?
Yes, colored contact lenses are safe to wear if prescribed by an eye care professional and used according to their instructions. Proper hygiene and lens care are essential to avoid eye infections and other complications.
How long can I wear colored contact lenses?
The wear time for colored contact lenses depends on the type you purchase. We offer daily, bi-weekly, monthly, half year disposable lenses. Always follow the replacement schedule recommended by your eye care professional.
How do I choose the right color for my eyes?
Choosing the right color depends on your natural eye color and the effect you want to achieve. For a subtle change, choose a color close to your natural eye color. For a more dramatic look, choose a color that contrasts with your natural eye color. Our website provides a virtual try-on tool to help you see how different colors will look on your eyes.
Can I wear colored contact lenses if I have astigmatism?
Yes, we offer colored contact lenses specifically designed for people with astigmatism. These lenses are called toric lenses and require a prescription from an eye care professional.
How do I care for colored contact lenses?
Colored contact lenses require the same care as regular contact lenses. This includes cleaning, rinsing, and storing them in a proper lens solution. Always follow the care instructions provided with your lenses and those from your eye care professional.
Can I sleep in my colored contact lenses?
Most colored contact lenses are not designed to be worn overnight. Sleeping in your lenses can increase the risk of eye infections and other complications. Always remove your lenses before sleeping unless your eye care professional has specifically prescribed extended-wear lenses.
What should I do if my colored contact lenses cause discomfort?
If you experience discomfort, redness, or irritation while wearing colored contact lenses, remove them immediately and consult your eye care professional. It may be due to a poor fit, an eye infection, or an allergic reaction.
Return & Refund
What is your return policy for colored contact lenses?
Our return policy allows you to return unopened and unused colored contact lenses within 30 days of purchase for a full refund or exchange. The lenses must be in their original packaging, and the seal must be intact.
Can I return opened or used colored contact lenses?
Unfortunately, we cannot accept returns or exchanges for opened or used colored contact lenses due to health and safety regulations.
How do I initiate a return?
To initiate a return for colored contact lenses, pleasecontact us by email with your order number and reason for return. We will provide you with instructions on how to send the colored contact lenses back.
Who pays for the return shipping?
If the return is due to an error on our part (e.g., wrong product, defective lenses), we will cover the return shipping costs. For all other returns, the customer is responsible for the return shipping expenses.
How long does it take to process a refund?
Once we receive and inspect the returned lenses, we will process your refund within 1-2 business days. The refund will be issued to the original payment method used during purchase.
Can I exchange my colored contact lenses for a different color or prescription?
Yes, you can exchange unopened and unused colored contact lenses for a different color or prescription within 30 days of purchase. Please contact our customer service team to arrange the exchange.
What if I receive a defective or damaged product?
If you receive a defective or damaged product, please contact our customer service team immediately. We will arrange for a replacement or refund and cover the return shipping costs for the defective or damaged lenses.
Can I return colored contact lenses purchased during a sale or promotion?
Yes, our return policy applies to all purchases, including those made during sales or promotions. However, refunds for promotional items will be issued at the promotional price.
Are there any products that are non-returnable?
For hygiene reasons, all opened contact lenses are non-returnable. This policy ensures the safety and health of all our customers.
How can I contact customer service for return inquiries?
For any inquiries regarding returns of colored contact lenses, please submit the email form below. Our customer service team will respond within one working day.