Unsure about something? Let us help you. You can find most of the answers below, if you have any additional questions, please don't hestitate to contact us.
What do I need to order online?
For Glasses and Sunglasses
If you are looking for glasses or sunglasses without prescription, feel free to skip this section.
- To ensure you have a smooth and efficient shopping experience, we recommend you have the following information on hand when you are ready to make a purchase.
- Have a copy of your eye prescription, which can be acquired from eye examination by professional opticians. Our branches provide free of charge eye examinations for our customers.
- Check if your Pupillary Distance (PD) is included in your prescription, this is required when ordering glasses online.
- Use your measurements from glasses and sunglasses that fit you well for reference to find the most suitable products for your fit.
Additionally, you can opt for a wide range of lens upgrade including tints, anti-Blue Lights, Transitions lens and more.
What is Pupillary Distance (PD)?
A Pupillary Distance refers to the distance in millimeters (mm) between the center of one pupil to the center of another pupil. You need an accurate PD to ensure that your prescription is properly focus for full clarity and correction.
I can’t find my PD on my prescription
There are a couple reasons why a PD may not appear on your eye Prescription:
You have a prescription for contact lenses. If this is the case for you, contact your eyecare professional and ask for your glasses PD.
Your PD is not written on your prescription. You will have to contact your optician to ask for your glasses PD.
When will an out of stock item become available?
We cannot guarantee a sold-out item will be restocked. If you see glasses or sunglasses that you like, act fast to avoid disappointment!
For Contact Lenses:
To ensure you have a smooth and efficient shopping experience, we recommend you have the following information on hand when you are ready to make a purchase.
- Have a copy of your contact lenses prescription with your Diameter (Dia), Base Curve (BC), expiry date included.
- Make sure that you have suitable cleaning solution to avoid eye irritation and lens case for your non- daily lenses.
- Learn how to safely insert and remove your contact lenses, and keep in mind your lenses’ expiry date.
Lenses such as multifocal, RGP, and astigmatism/toric are custom made so they are likely take longer to ship. More information on this can be found on “Shipping & Delivery”.
Shipping Times for Contact Lenses
Your waiting time for delivery depends on your lens type. Some items including multifocal, RGP, and astigmatism/toric may take longer to ship and subject to availability from the manufacturer. Once we have your contact lenses, they will be shipped within 1-2 business days and will arrive within the ETA provided by your chosen shipping method.
Orders within West Malaysia takes 2-5 business days for delivery.
International Delivery Times: 14-21 Business Days
Shipping Times for prescription glasses
Depending on the intricacy of your prescription and lens type, production times for prescription lens can vary from 2-9 business days. Once your frame and lenses are ready, they will be shipped to you by your chosen shipping method within the ETA provided.
Shipping times for Non-prescription sunglasses and frames
Non-prescription sunglasses and frames will be shipped within 1-2 business days and will arrive within the ETA provided by your chosen shipping method.
How much is international shipping?
International shipping fees depends on the location of your delivery address.
Visit Shipping Information to learn more.
Am I liable for duties and taxes?
You are responsible for any duties and taxes that might occur at the time of delivery. For the exact charges on duties and taxes please get in touch with the relevant authorities in your state.
Glasses & Sunglasses: We offer 7 Day Glasses and Sunglasses Return Policy. If you are not satisfied with your glasses and sunglasses, simply contact our Customer Service Team and they will assist you in for an exchange or refund in online store credits within 14 days of delivery.
- Glasses and sunglasses must be in brand new condition and returned in their original packaging.
- You are responsible for the delivery charges for return.
- Refund for store credit will not be processed until the return has arrived at our warehouse and inspected for quality.
- Domestic orders only.
Contact Lenses: Your happiness is our upmost concern, so if you think that your contact lenses are less than perfect we accept we accept returns for contact lenses within 14 days from the order delivery date.
- Contact lenses must be unopened, unused, and unmarked.
- Domestic orders only.
Please note that custom-made orders are final sale and cannot be return or exchanged.
Please note that only domestic orders are eligible for return and exchange.
How do I exchange or return my glasses and/or sunglasses?
Simply contact our Customer Service Team within 7 days of delivery to initiate a return request. Once you have printed the shipping label please place your returning items in the original packaging or another sturdy box to avoid damage to the items. Make sure the shipping label is clearly visible and remember to send us your tracking number for the package.
How do I exchange or return my contact lenses?
Simply contact our Customer Service Team within 14 days of delivery to initiate a return request. Once you have printed the shipping label please place your returning items in the original packaging or another sturdy box to avoid damage to the items. Make sure the shipping label is clearly visible and remember to send us your tracking number for the package.
When will I get my refund?
After initiating your return request with our Customer Service your applicable online store credit will be send to you after the order has finished processing at our warehouse. We will notify you by email when the refund is completed.
Is there a warranty on your products?
If you experience a manufacturing defect within 365 days of delivery, please get in touch with our Customer Service for your one-time replacement.
For a successful warranty claim, please send us photos of the defective glasses/sunglasses for us to review and assess to see if your items are eligible for warranty claim. Damage caused by wear and tear of everyday use, sudden force of impact, accidental damage including but not limited to lens scratches, loose hinges, missing screws, broken frames, detached nose pads or detached temple tips.
Any cosmetic issues, such as scratches, marks or paint chips, are not covered by warranty unless they occur straight from the box and are reported within 7 days of delivery; after 7 days they will be classified as wear and tear and be ineligible for any return or warranty claim.
Is there a warranty on contact lenses?
Cases of defective contact lenses rarely occur since they arrive directly to us from the manufacturer. Contact our customer service if you believe you have received a defective product. We may be able to provide store credit or replacement product for verified defects.