Note: "Business days" excludes public holidays and weekends.
We try to mark all parcels with low value, but we are not responsible if your country's customs charges you taxes and duties.
All items are checked to be in perfect condition when we despatch them. We are not liable or responsible for any losses or breakages during shipment.
We are not responsible if your parcel is returned to us due to
In the event that your parcel is returned to us, we will can resend it to you, but you will have to pay a shipping and handling fee of $10.00 per order that is shipped via default International Registered Airmail or the full shipping fee that was originally charged per order that is shipped via Speedpost (EMS). If you would like to treat it as a return, we will refund the value of the product(s) minus a 30% restocking fee. Speedpost (EMS) shipping fees will not be refunded. This does not apply to errors on behalf of EyeCandy's which will be courteously corrected.
We do not offer refunds or exchanges for reasons of buyer's remorse (purchased wrong model/colour, prescription, etc.). Therefore, please be 100% sure about what you want to buy before placing your order!
If we happen to have sent you the wrong colour, prescription or model, we will happily correct our mistake. Please contact us, explaining your situation. You will have to take a picture of the mistake for proof, and some cases will require you mailing the parcel back to us. A replacement or refund will be sent.
BOTH LENSES HAVE TO BE INTACT IN THEIR SEALED VIALS. We cannot accept returns if you have opened the packaging even if the item was incorrectly sent. You must return the incorrect items within 7 days of receiving them.
Please contact us for the return delivery address.
If we have not despatched your parcel yet, you may still cancel your order (usually, but not always, the status will be at "Awaiting Fulfilment" or "Awaiting Shipment"). 12% administration fees will be imposed. This does not apply to items which we find to be out of stock, in the case of which EyeCandy's will contact you for either an alternative item or full refund.
We drop off parcels at the post office 1 to 4 business days after receiving your payment.
It then takes 1 to 3 business days for the postal system to update their tracking system with the tracking numbers of our parcels.
After this short period, you can use this site to track your items: Track-Trace
Alternatively, if Track-Trace is not working for you, we suggest the following:
Hong Kong Post Mail Tracking
After you see that your item has left Hong Kong, you can use the website of your country's national postal system to track your item. Here are the links to the websites of some countries' postal systems.
*Note: For Australia, parcels sent by the default International Registered Airmail are not trackable by AusPost after leaving Hong Kong.
Please note that our delivery methods of International Registered Airmail and Speedpost (EMS) require a signature upon delivery. This means that if there is no one to sign for the parcel in person when the postman delivers it to your address, it will be sent to a local post office outlet. A notice will be left at your address asking you to pick up the parcel at the post office. We are not responsible if you fail to pick up your parcel at the post office and it is returned to us because of this reason. After the tracking number is provided, you are responsible for tracking your shipment using the websites provided above.