Order Cancellation

Cancelling an order is possible before the order is processed. You can find “Order Cancel” button in order detail page of your account. After processed, the order is automatically and finally confirmed by our system. Once you cancel the order, we will accordingly process the payment cancellation with 1~2 business days. If you missed this chance, please contact CS as soon as possible.

Please note that it’s impossible to cancel the order after we dispatched the package. If an order has been dispatched, your cancellation will be treated as a “Return”, and shipping fee is non-refundable. The refund only will be issued after we received your returned goods.

Returns & Exchange

We accept all returns and exchange as long as lens packs are not opened and in their original packaging within 14 days from the delivery date. Once a customer makes an inquiry about return and exchange, our CS team will let you know the process. A customer must let the CS team know the order number, the items you want to return and exchange in detail.

Please be aware that the shipping fee and customs fee is not refundable in any cases and we only offer exchange of the same price items. Please note that if your order was originally shipped free of charge, the standard shipping fee will be deducted from your refund in all cases.

The shipping fee for the resending will also be charged to you, so a customer needs to pay this shipping fee on the website following the CS team’s guide. If you wish to exchange your item for other color/design, we suggest that you return it at your own cost for refund and make new purchase for the new item.

*Returning address : OLENS, Floor 9, F925, Jojeong-daero 45, Hanam-si, Gyeonggi-do, Republic of Korea

*NOTE : Please make sure that you let the CS team know before you return your parcel, or the CS team will miss your parcel and can’t process it.

Damaged Goods

Goods are classified as faulty if they are received in damaged condition or where a manufacturing defect is noticeable on the items. Please note that items that are damaged as a result of improper usage and mishandling by the customers are not considered to be faulty.

The damaged goods will be fully refundable or exchange the same item. Please contact CS for refund or exchange.

Refund Process

For a refund, please contact CS at the bottom of this page within 14 days from the delivery date. Please tell us the details of your order; order number, the items you want to return, and the reason of return & refund. Through CS, we will let you know returning process.

Pack the items in good conditions, and send it to us. Make sure to let us know the tracking number of your returning parcel, or we can’t track it. As we do not provide the returning label, please return the parcel after you buy the shipping label and attach it.

Once the order arrives, we will inspect product packaging for damage and let you know the updates by email.

If there are not damages on packaging, we will process refund in 7 business days. The time to post a credit to your account can vary and is determined by the issuing bank. If it takes over 7 business days, please contact your card issuing bank/company for details. All refunds will be made in USD, we will not be responsible for any losses incurred as a result of currency fluctuations or exchange rates. If the parcel is returned to us due to the receiver’s fault (such as incorrect address, absence of receiver, not paying the taxes or fees), the full refund is not available.

Refund is not available for the cases below.

* If the item was not purchased from OLENS Global

* If the product was intentionally damaged

* If the product has been used

* If the return request is made more than 30 days after the delivery date

* If the parcel is returned to us due to the customs/shipment issue after over 90 days, it can’t be refunded

* 1+1 promo products or KIT products can’t be refunded partially.

* If the delivery status shows “Delivered” with the Proof of the delivery to the correct address and, even if the customer claims non-receipt.

* If the package was returned due to customer-related reasons (e.g., incorrect address, recipient unavailable, etc.)

* All chargebacks filed as “unknown” or due to the card fraud responsibility lies with the customers.

* Customs fee is responsible to the customer in all cases.