FAQs

ALL

Q Products When is the expiration date of the contact lens?
A OLENS products can be stored for 4-5 years after manufacturing. On the package of contact lens, you can find a manufacturing date (Factory Icon) and Expire date (Hourglass Icon). Some contact lens, especially the bottled lens, we have a different way to write the expiry date on it. The order is YY/MM/DD.
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 Shipping How can I track my package?
A Once your order has been shipped, you will receive tracking information by email. Simply use the tracking number provided to track your package’s most up-to-date delivery information online. If you are a member of olensglobal.com, you can also track the shipment on your account page.

Each delivery carrier's site is below.

DHL : https://www.dhl.com/en.html
EMS/K-packet : http://www.epantos.com/
Pantos : http://www.epantos.com/
Rincos : http://www.rincos.co.kr/

For more information, please check the shipping policy here.
https://olensglobal.com/customer/shipping_policy.php
Q Return I want to get a refund for my order.
A Regarding refund, the items should be returned in its original state within 30 days from the date of order.

Before returning the items to us, you should contact us first through Q&A(Member) or at hello@olensglobal.com(Non-member) to request a refund with the order number. Then we will let you know the next step.

Please note that a partial refund is available with the reward point only.

The customer is responsible for all shipping costs of the return. The shipping fee is non-refundable. Once we receive, we check the status of goods and process the refund with 3 business days. After you send us the items, please let us know the tracking number with your order number.
Q Membership I didn't receive my order confirmation email.
A Immediately after you have successfully placed your order with olensglobal.com, you will receive an order confirmation email including order detail.
If you can't find it, first of all, please check your junk/spam mail section or check if your mailbox is full.

If you still cannot find it, you can check the status of the order in "My Order". Or you can contact us through Q&A(Member) or hello@olensglobal.com(Non-Member).

Some email domains including Hotmail and yahoo cause some issues blocking our emails. In this case, we recommend you to sign up using Gmail.
Q Wear & Care Discomfort
A There are so many factors causing you to feel uncomfortable wearing the contact lens.
So it is hard to see this uncomfortableness only from the products' problem, especially defective.
The comfort can be different each day depending on your body conditions.

* Factors to cause you to feel uncomfortable
- Wear lenses without washing hands.
- Wear lenses for over 8 hours.
- Drank a lot last night
- Slept not well last night
- Dry environment around, etc.

You can refer to the campaign for eye care.
https://www.olensglobal.com/gallery/gallery_list.php?er_key=campaign
Q Products Do you have the contact lens for astigmatism?
A We are afraid that we don't have the contact lens for astigmatism. Please check your eye prescription carefully before placing an order.
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 Shipping How long does it take to my country?
A We ship to almost all countries in the world. There are two types of shipping methods you can choose; "Express" and "Standard".

Express shipping(DHL, EMS) : 2-5 business days on average
Standard shipping(PX, RINCOS, K-PACKET) : 10~20 business days on average

The above is an average date for delivery. Depending on various factors including local postal service hour, customs clearance, weather, etc, delivery can be a little delayed.

After it's onboard, you can check the expected delivery date in the delivery carrier's site with the tracking number provided.
Q Return I want to exchange an item I ordered.
A Regarding exchange, an item should be returned in its original state within 30 days from the date of order. Before returning the items to us, you must inform us of your order number and which products you want to exchange by inquiry. Then we let you know the next step. If you just send them without notice, the exchange is not available.

The customer is responsible for all shipping costs for the exchange. Once we receive, we check the status of goods and process the exchange with 3 business days.

After you send us the package, please let us know the tracking number and order number, items to exchange.
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