COMMON QUESTIONS

What can I do when my payment is refused?

Some cross border transactions (international purchases) are refused by bank for security reason. In order to make a purchase with us, you may need to call your bank to make an exception and then reorder again.

How do I order?

Ordering from Colorcl.com is simple. If you know what you are looking for, use the links on top navigation bar. You can also search the item key words from the search column located on top left of the page. Once you have found an item, select the quantity you wish to purchase and use the ‘ADD TO CART’ button. Then, review the items in your shopping cart and click on “PROCEED TO CHECKOUT” to complete your order with payment.

How Long does it take to process an order?

We ship from our warehouse in South Korea. Order processing time requires at least 48 hours for shipments to be dispatched. Please note this can take longer during our sale periods and if an item you ordered is out of stock order processing times may be delayed. Orders are processed Monday – Friday from 9am – 6.00pm GMT+9 (South Korea Time). Orders placed on Friday, Saturday, Sunday GMT+9 (South Korea Time) will be processed Monday GMT+9 (South Korea Time).

Where is my order?

All orders are generally dispatched within 48 hours (Mon – Fri). Estimated delivery time (ETA) is to be used as a reference only and commence from the shipment date. COLORCL LENS is not responsible for any delays caused by destination customs.

Once an order is dispatched, we will send shipment confirmation email with tracking number. You may also sign in to “My Account” to view and track the status of your order.

Do I need an account to place an order?

For your convenience to keep track of your order and also enjoy the reward program we offer, you are required to register an account with us.

Are you contacts safe to use?

All of our contact lenses are certified by KGMP, KFDA, ISO 13485 and CE certifications. All of the lenses are manufactured by reputable contact lens manufacturers and tested by our product development team. Having said so, it is also important to follow proper wear and care guide, get a regular eye exam for maintaining good eye health. Please refer instructions for use for more details.

What does -0.00 plano means? Do you carry hyperoria(+) lenses?

Plano (0.00) means non-prescription lenses. We only carry Plano (0.00), Myopia/ Nearsigtedness (-0.75 to -8.00) Lenses. At the moment, we do not carry Hyperopia (+) lenses for farsightedness.

How do I reset my password?

If you have forgotten your password, change it here or follow the ‘Forgotten Password’ instructions on the “Customer Login” page. For security reasons we are unable to send your password via email.

How do I change shipping address of my order?

For any changes of shipping address, please contact us here : colorclshop@gmail.com

We are unable to redirect an order to another shipping address if your request submitted to us after 48 hours from your order date/time or your order has been dispatched. Please note changing your default shipping address in “Account” will not reflect in your recently made order.

What payment methods does COLORCL LENS accept?

We accept Visa, MasterCard, American Express, JCB AND PAYPAL. When selecting this option at checkout, you will be directed to the secure payment site to enter your card information. Once the transaction is complete, you will receive a order confirmation email and then return to COLORCL.COM.

How do I change currency?

You are currently viewing the INTERNATIONAL version of our website so you will be billed in United States Dollar (USD). If you are a customer whose credit/debit card is not denominated in United States Dollars (USD), the final price will be calculated in accordance with the applicable exchange rate on the day your card company process the transaction.

Is my package insured?

All items are insured against theft and accidental damage whilst in transit from COLORCL to the shipping address. Once your items have been delivered to the specified delivery address and signed for, they are no longer covered by insurance. Please note that we require proof of delivery for all orders. This means we are unable to authorise packages to be delivered with No Signature Required (NSR).

Can I add items to an existing order?

It is not possible to combine orders or add items to an existing order once payment is submitted. If you would like all your items to be delivered together, you will need to cancel your order(s) and place a new order which contains all the items you require.

What if received completed e-mail but didn't received the package?

Our system automatically send you completed e-mail follow it’s shipping status of post office. And if the package is in mailbox, post office will process the delivery complete. So please check your tracking no. and track it. If you need more detailed information about delivery, please contact post office of your country. Because the package has left Korea, we can’t track more detail.

What about Return/Cancel?

Return Policy

COLORCL can only accept returns if the lenses are found to be factory defective. We cannot replace your lenses if you do not like the color or the parameters you have ordered are not suitable for your eyes.

When you ordering from our online store, you are confirming that you have consulted your Eye Care Specialist.

Defective lenses must be returned before we can exchange them and may only be exchanged for the exact same lens model, color and prescription.

In the case that you receive defective lenses, you must proceed as follow:

  • Contact COLORCL by email(colorclshop@gmail.com) within 10 business days from the receipt of your shipment.
  • Return the defective lenses to COLORCL, including everything that came in the package with your shipment such as the box, blister and labels.
  • If you have opened the blisters, place the lenses in a lens case with contact lens solution and return them to us with the box and include the opened blisters.
  • Returning defective lenses must be sent within 10 business days from the time that the customer initially contacted COLORCL by email report the defect.

If you do not follow the instructions above, WE WILL NOT be able to replace your lenses or issue a refund.

We will examine each lens and check them for protein deposits which indicate whether the lens was used. If there is a scratch or tear on the lens and it was used, we may not replace the lens.

You are requested to inspect the lenses before wearing them as advised in the instruction on the inside of the package. Please follow all the instructions on how to clean your lenses before using them.

Shipping charges for returns of defective lenses will be carried by the customer.

 

Cancel Policy

Your refund will either be issued to the original payment method used to place the order.

In the case that you want to cancel your order, you need to proceed as follow:

  • If the order canceled before it is sent, we give you full refund.
  • If the order canceled after being sent, refund will be processed after the package return to COLORCL. There will be a 15% cancellation charge and shipping costs are non-refundable for orders that already dispatched with tracking number available. Unless your items are faulty.

Please note that refunds can take up to 10 working days to show on your account due to varying processing times between payment providers.

All refunds will be made in USD and we will not be liable for any losses incurred as a result of currency fluctuations or exchange rates.

Will I receive a full refund for cancelling an order?

Your refund will either be issued to the original payment method used to place the order. There will be a 15% cancellation charge and shipping costs are non-refundable for orders that already dispatched with tracking number available. Unless your items are faulty.

Please note that refunds can take up to 10 working days to show on your account due to varying processing times between payment providers.
All refunds will be made in USD and we will not be liable for any losses incurred as a result of currency fluctuations or exchange rates.