New Girl Icy Grey

RETURNS & EXCHANGES

If you are not satisfied with your purchase, we provide exchanges, no questions asked. Please contact our customer service within 7 days after reception of the package with pictures/videos showing the issue clearly through our live Whatsapp chat. We do not accept any returns/refunds due to hygienic reasons.

Reasons for exchanging your product:

1. The item is defective!

Please take a photo of the defective item and contact us. We'll send you a new pair with the same model and power. Please dispose the defective item. We don't want them to ruin your eyes! (See our Contacts 101 page to learn more about how to take care of your lenses)
 
2. Hey, you got my order wrong!
We're sorry...We'll send you the correct order and get it right this time :)
 
3. It's uncomfortable on my eyes... :(
You can try to soak your new contact lens with any MPS(Multi-purpose solution) before wearing them (make sure it's the right solution, chat us if unsure). If you have sensitive eyes, you can take a look at our sensitive-eye collection. If you would like to still exchange the item, please contact us.
 
4. Expired
Please check the expiry date before you open the vial packaging! The lenses themselves can't actually expire; it's the saline solution in the vial/bottle that does.

Returns & Exchanges Process 

Please chat us through Whatsapp and we will write back to you as soon as possible. 

Process:

1. In the chat, please include an unboxing video and photo of the defective product along with a photo of the package that states your name, address, and order information.
2. Items to exchange include the bottle/vial of contact lens with the defective/wrong lens inside. (You can keep the lens case and packaging)
3. We will only exchange the item that is defective (without box if only 1 piece, with box if a pair). E.g. One of the lenses has a tear. We will send you a new piece to replace it, not a pair.
4. Wait for further instructions from our Customer Service team.

SHIPPING INFORMATION 

We ship nationally! (International customers, we’re thinking of you and we’re working on it so please bear with us) 

Orders are processed during business hours; Mon-Sat local time.  
Our cut-off shipping time is before 15:00, any orders made after that time will be shipped the next day. Customers will receive the email with a tracking number once the orders have been sent. (We do not ship on Sundays and Holidays)
 
We ship nationwide to all cities in Indonesia. 
Shipping couriers: JNE and JNT

Shipping costs will be charged automatically after you checkout. All shipping rates are based directly from the courier.

Important Information

Lost or damaged packages are outside of our support, please contact the courier to resolve the issue. Packages might not arrive in time during the holiday season or when the courier service receives high traffic. Orders that are shipped cannot be canceled. 
 
Contact us if you have any questions regarding your order or our shipping guide.