Return & Refund
Customer Service
Return & Refund
- Order Cancellation
- Cancelling an order is possible for 15 minutes after you complete the payment. You can find “Order Cancel” button in order detail page of your account. After 15 minutes, 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 15 minutes 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 30 days from the date of order. However, we understand that the international shipment may take longer in a few cases, we also
accept return and exchange if a customer makes an inquiry within 30 days from the date of order. 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 is not refundable and we only offer exchange of the same price items. 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
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For a refund, please contact CS at the bottom of this page within 30 days from the date of order. 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.
*Items that are opened or damaged can’t be refunded.
*1+1 promo products or KIT products can’t be refunded partially.
*If you haven’t made an inquiry about refund within 30 days, we can’t process the refund.
*If the parcel is returned to us due to the customs/shipment issue after over 90 days, it can’t be refunded.
