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Shipping & Returns

Worldwide Delivery

We offer FREE SHIPPING to USA, Canada, Europe and Worldwide (by global registered airmail with tracking number*) on all orders above $15!

For orders totalling less than $15, a $4.99 shipping fee applies.

Please note that color contact lenses are not shipped to US and Korea regions.

 

Standard Delivery Times

(Add 3 to 5 business days for processing)**

  • United States: 15 to 30 business days. 
  • Canada: 15 to 30 business days.
  • European countries: 10 to 30 business days
  • Hong Kong: 3 to 5 business days
  • Asian countries & Australia: 7 to 25 business days
  • Mexico & South American countries: 12 - 35 business days
  • Middle East countries: 10 - 30 business days

EMS (Speedpost) Delivery Times (surcharge)

(Add 2 to 4 business days for processing)**

  • United States: 5 - 10 business days. Note: APO/FPO/PO box addresses do not support EMS shipping. Please do not select EMS if you are using these address types.
  • Canada: 5 - 10 business days
  • European countries: 2 - 10 business days
  • Hong Kong (Local Courier): 1 - 2 business days
  • Asian countries: 1 - 5 business days
  • Australia: 5 - 10 business days
  • Mexico & South American countries: 5 - 10 business days (*DHL shipping is highly recommended for these countries)
  • Middle East countries: 7 - 10 business days (*DHL shipping is highly recommended for these countries)

Note: "Business days" excludes public holidays and weekends.

**Freshlook, Bausch & Lomb, Johnson & Johnson (Acuvue), FAIRY, and L-con products, wigs, and hair extensions are backordered and require additional shipping time beyond regular shipping schedules. If these products are ordered with EMS shipping, they willl be shipped by EMS once we receive them from the manufacturer. Hence, we do not recommend ordering these products with EMS shipping unless necessary.

For orders split into multiple parcels, the first shipment will be processed using EMS, while subsequent shipments will be processed by regular international mail.

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.


Misdelivered/Returned Parcels

We are not responsible if your parcel is misdelivered or returned to us due to

  • Your supplying of a wrong/invalid delivery address during order confirmation. This includes all address details such as but not limited to:
    • Recipient name
    • C/O name
    • Apartment/Flat numbers
    • Dorm room/campus box numbers
    • University/Business names
  • Your failure to pick up your parcel at the post office.

In the event that your parcel is returned to us, we 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 DHL. If you would like to treat it as a return, we will refund the value of the product(s) minus a 30% restocking fee. DHL shipping fees will not be refunded.  In the event that your parcel is misdelivered (delivered to another address) due to any of the above reasons, no compensation will be provided. This does not apply to errors on behalf of EyeCandy's which will be courteously corrected.


Returns

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, within 2 weeks of receipt of the item. 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. Returned parcels must be postmarked within 4 days of the request.

Please contact us for the return delivery address.

Order Cancellation

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 regret to inform that FreshLook, Acuvue, CIBA Vision, FAIRY, L-Con, SEED Heroine or Bausch & Lomb items may not be cancelled.


Track and Trace

We generally drop off parcels at the post office 2 to 4 business days after receiving your payment. 

Tracking numbers are then provided 1 to 3 business days after the parcels have been despatched.

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 or DHL Express Tracking (for DHL shipments)

If your parcel appears to require an "Enquiry Reference Number" or returns a "not found" message: Please note that it may take a few days for the postal system to update their database with the tracking information for the parcels after we despatch them.

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 the US, Canada, Australia, and the UK parcels sent by the default Global Registered Airmail are not trackable by USPS/Canada Post/AusPost/Royal Mail 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.  


By EyeCandy's Team