FAQs

Customer Service FAQs

Orders

Q Orders How can I change the address and options for the products?: A Before you make a payment, we ask you very carefully to check the order details such as prescriptions, address, and total amount. Once your order has been submitted successfully, it's hard to change these details.

If there's anything wrong, you can cancel the order at "My Order" > "Tracking Order" page by yourself within 15 minutes right after the order is placed. If you miss this chance, please contact Customer Service as soon as possible. You can ask us only cancelation of the order, not the change of options such as the degree or the design of the products in the "Order Received" Status.

Once your order is in a "Shipping in process", no further changes can be made. For exchange or cancellation, you must return the product in its original state within 30 days from ordering.

For more information on returns, please check the Return section.
Q Orders How long will it take for my order to be processed?: A All orders are processed and shipped on business days only, Monday through Friday Korean Standard Time(GMT+9), excluding the bank holidays within Korea. Orders placed on Saturday and Sunday will be processed on the next business day.

Orders must be placed by 9:00AM KST(GMT+9) to start processing on the same day. If an order is placed after the deadline, it will be processed the next business day.
Q Orders I want to cancel my order.: A Within 15 minutes right after the order is placed, you can cancel it on "My Order" > "Tracking Order" page by yourself.
After 15 minutes passed, you can cancel your order only in the 'Order Received' Status. Please contact Customer Service as soon as possible.

Once your order is in the "Shipping in process", cancellation can't be made. To get a full refund, you have to ship back the product in its original state within 30 days from the ordering date.

After the cancellation, Money-Back will take about 7 business days or more depending on your card-issuing company. If you don't get a refund within 7 business days after the cancellation, please contact your card-issuing company.
Q Orders I have a problem completing the payment for an order.: A If you see an error message related to the payment with your credit card, please double-check the card information that you've entered first and be sure that the card is not expired. If you still have a problem, please try other payment methods, for example, Wechat Pay, Alipay, or Paypal if you have an account.

After validating the information you've entered and an error message is received a second attempt, contact your card issuing company or our Customer Service for further assistance.
Q Orders What types of payment method I can choose?: A We accept payment methods by Credit card(Visa, Mastercard, American Express, Unionpay, JCB), Paypal, Alipay, Wechat Pay(PC), Molpay, and Yandex.

Also, you can save your credit card information for future purchases at least once check out by the "Add Credit Card" option. Then, you don't need to fill out credit card information for future purchases.
Q Orders How can I delete saved credit card information?: A Once you check out by using the "Add Credit Card" option, the credit card information is automatically saved at your account. You can delete it at "My account" > "Payments & Credits" page.
Q Orders Can I place an order as a non-member?: A Yes, you can order as a non-member. But member benefits such as reward points and the discount coupons will not be available. You will still receive a confirmation email with order detail and tracking number when you check out as a non-member.
Q Orders How can I use coupons or promo codes?: A The coupon is only available only for members. You can check all coupons you have at "My Page" > "Coupons". All coupons have valid dates. And the coupon will be disappeared after it's expired.

If you cannot find or apply the coupon at the checkout page, please contact our Customer service.

Promotion code is available for all customers as members and non-members. You can apply it to the checkout page.
Q Orders When can I get the reward point of my order?: A The reward point will be automatically provided after 21days from the date when the shipment begins.
Q Orders About "Buy 1 Get 1 free", Can I choose different colors in a collection?: A Yes, you can choose 2 different colors through the "Color mix" category. At our menu “Contacts Lens” > “Color Mix”, you can see our best monthly collections that we offer different colors per each box.