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FAQs

About Products

1. Are your products safe?

Absolutely safe. Coleyes contacts have been certified by the FDA, CE, and international ISO 13485 certification. Product quality has always been our top priority, so you can wear Coleyes's contact lenses with complete confidence.

2. Is the higher the water content of the lens, the better?

When wearing contact lenses for a long time, the moisture of the lens itself will be lost due to evaporation, but the contact lens itself does not produce water. At this time, the lens will absorb tears to maintain the original moisture content. Therefore, the lower the water content, the less chance of dry eyes.
The water content of Coleyes lenses is 40%, which is considered as low water content lenses.

Remind: If your eyes are dry, or you live in a dry environment or area, it is not recommended to wear high water content contact lenses.

3. What's the material of Coleyes's lenses?

The main material of Coleyes lenses is Hema + NVP, which belong to non-ionic material.
The non-ionic material is the addition of NVP ingredients, so that the lens becomes very light, thin and soft, and is not easy to produce protein precipitation. This is a non-ionic material.

Non-ionic material lenses are suitable for people with sensitive eyes and strong foreign body sensation.

4. Why the lens color different from that on website?

Lenses may vary in color and look different due to variables such as light, camera lens filters, surrounding color, original eye color/eye shape/makeup. These situations are acceptable.

5. Does Coleyes's lenses come with prescription?

Yes, Coleyes Prescription Contacts offer a range of prescriptions from 0.00 to -8.00. If you have normal eyesight or simply want them for decoration, please select 0.00 for normal eyesight. We do not offer products for astigmatism (CYL) or farsightedness with + number. All prescriptions available are for nearsightedness with - numbers (SPH).

Please kindly check our prescription verification page and consult your eye doctor before purchasing.

6. Can I choose different power in one pair/box?

Sorry, we do not sell two different Prescription in one box at the moment. We don't accept any order leave note to change prescription.
If you need  two different Prescription, pls order two boxes accordingly.


7. Do your products have astigmatism?

No. Coleyes's products are currently only suitable for customers who need non prescription(0.00) and prescriptions(-1.00 to -8.00). For the safty of your eyes, if you need lenses with astigmatism, please consult a professional optometrist or your ophthalmologist.

8. Does Coleyes have farsighted lenses?

No, Coleyes doesn't provide farsighted lenses for now. Please kindly check your prescription before purchasing.

9. How do I choose the right contact lenses prescription for me?

First, please consult your ophthalmologist or optometry center to obtain your prescription.
In order to make it more comfortable for you to wear, please reduce your original degree by 25/50/75 degrees accarkordingly when choosing the right and left eye degree.

Remind: No need reduce degree if your prescription less than -4.00.

Glasses prescription
Lens prescription
-4.00
-3.75
-4.25
-4.00
-4.50
-4.25
-4.75
-4.50
-5.00
-4.75
-5.25
-5.00
-5.50
-5.00
-5.75
-5.25
-6.00
-5.50
-6.50
-6.00
-7.00
-6.50
-7.50
-6.75
-8.00
-7.25


About Payment

1. What payment methods are accepted?

  • PayPal
  • Credit Card
  • Apple Pay
  • Google Pay
  • Klarna

2. Which bank card types are supported?

  • American Express
  • JCB
  • Master Card
  • Visa
  • UnionPay

3. How to pay by credit card or debit card?

Fill the shipping information, then click continue to shipping, then click continue to payment, and you can see the credit card option.

4. Will I have to pay taxes?

Each country has its own customs rules and policies. Please contact local customs for more information. If, in rare cases, import duties or taxes are charged, the customer is responsible for paying them.

 

5. Can I cancel or change my order?

If you would like to cancel or make change to your order, please contact us at contact@mail.coleyes.com within 24 hours after you made the order. No cancellation or changes could be applied to the order once it goes into preparation for delivery.

6. How to get discount or use code?

Coleyes website uses automatic discounts, no discount codes required.
Just need to add the required quantity to your cart, then click [ADD TO CART], then the discount will be deducted automatically.

7. What's Buy X Get Y?

For [Buy X Get Y Free], means when you add (X+Y) Pairs to the Cart, Y Pairs is Free. For example, [Buy 2 Get 2 Free] means there are 4 pairs in your cart, and you only need to pay for 2 pairs.

 

About Shipping

1. Does Coleyes ship to my country?
 
We ship to almost all countries in the world except the following ones, due to shipping restrictions. We're sorry and will keep working on this.
  • Algeria
  • Brazil
  • Bermuda
  • Cuba
  • Egypt
  • Guadeloupe
  • Iran
  • Latvia
  • Nicaragua
  • South Africa
  • Sudan
  • Syria
  • Slovakia
 
2. How much does shipping cost?
 
You can enjoy free shipping on orders over US$29.99, Otherwise, it costs US$8.99.
For [US Warehouse] products, you can enjoy free shipping on orders over 2 pairs. Otherwise, it costs US$8.99.
 
3. How long will it take for my order to arrive?
 
Total delivery time = processing time + shipping time
 
(excluding customs delays, weekends, holidays)
 
Processing Time: 1-3 business days (Usually within 24h, and it will be delayed to within 48-72h during the certain holiday.)
 
After the package is sent out, the estimated arrival time is as follows:
 
Country
Shipping time
Logistics
United States
9–15 days
Default Logistics
United States
6–9 days
Advanced Shipping ($7.99~$10.99)
United Kingdom
6-9 days
Default Logistics
Canada
9-15 days
Default Logistics
Germany
7-10 days
Default Logistics
Italy
7-10 days
Default Logistics
France
5-9 days
Default Logistics
Spain
8-10 days
Default Logistics
Australia
8-15 days
Default Logistics
Israel
10-15 days
Default Logistics
Countries outside Europe
15-20 days
Default Logistics
 
The shipping time is up to multiple factors, like the destination country, custom, weather, and so on, which is really hard to control. This is what we are working on all the time to make it better and improved.
 
If you haven't received the package for a long time, it may be a case of package loss, please contact us in time, we will handle it for you.
 
Note: These shipping times are only for your reference.
 
4. Will I have to pay taxes?
 
Each country has its own customs rules and policies. Please contact local customs for more information. If, in rare cases, import duties or taxes are charged, the customer is responsible for paying them.
 
5. How can I track my order?
 
Once your order is shipped, we will email you with the corresponding information. After that, you will be able to track your order at www.17track.net/en. Please allow 1-2 business days for tracking information to be available.
 
Remind: If you can not track your order after 72h, please contact us at contact@mail.coleyes.com.
 
6. What if the package doesn't arrive?
 
If you don’t get your package 60 days after it was shipped, please contact us at contact@mail.coleyes.com. We'll  resend a new one or give you a full refund.
 
Wrong Shipping Information
  • If you have left a wrong shipping address or contact information, please contact our customer service within 2 hours.
 
Return/Refund Conditions
 
1. Items received within 14 days.
2. Items returned must be unopened or in good condition with the original packing. We do not accept a returned item that has been opened, damaged, or altered in any way.
3. We do not accept returned items that are sent back by you directly without checking with us first.
4. You are responsible for return shipping charges.
5. The after-sale warranty is 14 days upon receiving the parcel(according to the logistic information).
 
Quality problems (ripped, incomplete, shriveled, etc.) of the product are found within the after-sale warranty, please contact us immediately and send us clear pictures of the defective item. We can replace it after checking. Please do not throw the lens and lens packages before your problem is solved.
 
Return/Refund Process
 
1. Please email us contact@mail.coleyes.com first, and we will write back to you as soon as possible. Please tell us the details of your order in the email: your name, order number, and reason.
 
2. Place the items in the original packing.
Returning the product is allowed if the packaging is in good condition and the product is not opened so that it does not influence the second sale.
 
3. Drop off your package at your carrier.
Please provide tracking number and website for tracking the logistic info after you return the parcel to us.
 
4. We receive your return package.
 
Once your return is received and inspected, we will email you that we have received your returned item. We will check the parcel whether in good condition or not once and notify you of the approval or rejection of your refund.
 
Special Case
  • Purchase error:
If you mistakenly order the wrong prescription or wrong color, and you want a replacement, you will need to return the product to us, and we will resend it to you, please note we will charge $16.99 for shipping.
  • Personal reasons: I don't like/subjectively think the color is not good-looking.
 
1. If you don't like the product for personal reasons, and it has been open, you need to cut the lens in half (refer to the picture) and contact us within 14 days, we will refund the money to the shopping card in your account. You can check your balance at any time by logging into your account. More than 14 days, we cannot refund.
 
 
2. If you don't like the products, and it has been open, you can exchange it for a different pair, you only pay $10 shipping. No need to return the unlike one. (Note: only one pair can be exchanged)
 
Late or missing refunds (if applicable)
 
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at contact@mail.coleyes.com.
 
Exchanges (if applicable)
 
We only replace items if they are defective or damaged. If you need to exchange it for the same item, please email us at contact@mail.coleyes.com.
 
Gifts
 
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
 
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.
 
Shipping
 
To return your product, you will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
 
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
 
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
 
Contact Us
 

If you have any questions or comments, please let us know in one of the following ways, we'll get back to you within 24-72 hours. Our Customer Care Team is available to answer your questions from : Mon-Fri 10am-7pm (UTC+8)

If you have left a wrong shipping address or contact information, please contact our customer service within 2 hours.

* If you would like to cancel or make change to your order, please contact us at contact@mail.coleyes.com within 24 hours after you made the order. No cancellation or changes could be applied to the order once it goes into preparation for delivery.

 

Note: If you inquire about your order, please do not forget to include your order number.

Please contact us in following ways: