Frequently Asked Questions

No, You don't need to have an account or be a member of our store to place an order. However, we highly recommend registering  as members receive many benefits such as discounts, referral points, and much more. 
 

If you have forgotten your password, please click ‘Forgot Password?' on the login page and follow the instructions.

- Login page of ColorCL
https://colorcl.com/account/login

If you don’t remember which email address you used to sign in, please contact us by email. 

Click here to Go to our Contact-Us page. 

On average, it takes up to 48 hours for orders to be fully processed and shipped out from our distribution center in South Korea. Processing times may be delayed due to holidays, sale periods, and the availability of items.

Operation Hours
Monday – Friday 9am – 5pm GMT+9 (Korea Time)
Processing for orders placed after 9am GMT+9 (Korea Time) Friday and on weekends will start the following Monday.

If you do not receive a confirmation email right after placing the order, or, tracking number email within 48 hours after placing your order, please check your spam folder.

Only one coupon code can be used per order. So, be sure to consider this before converting your points into coupons.
 

Confirmation email will be sent to the email address you provided when the order is complete with payment.

If you have not received Confirmation email, please check the other inbox (i.e. spam, promotion) first.

If emails are not in other inbox either, please email us via our Contact-Us page with heading 'Common Questions'. Our support staff will check to see if there's anything wrong with your order. 

If more than one order are placed to the same receiver & address, COLORCL will send an email to customer to confirm the orders are duplicated or not.  So if you place a new order even though there is an order that has not yet been shipped, delivery may be delayed because of the confirmation process.

If you want to quickly move on these steps, Please contact us via our Contact-Us page with the heading 'Modify order (pre-ship)', with the following information:

• Email address
  Orders that are placed by same email address will be shipped together.
• Shipping method
  Required if orders are ordered by a different shipping method.
• Shipping charges may be refunded if the total price of the total product exceeds the free shipping limits. Refund will be made if customer paid shipping fee twice.

* If a special discount is applied other than a certain percentage off discount (i.e. 10% off), the parcel will be shipped together but the shipping fee will not be refunded. 

It varies by country and shipping method, but in general, the recipient is responsible for paying VAT and/or customs duties. For some countries, there is an option to prepay these charges, which can be selected on the checkout page.

Yes, order confirmation will be sent to the email address provided during checkout. Be sure to check your inbox for it as the order may not have been placed successfully if it is not received. Please contact us by email if you haven’t received one. support@colorcl.com

*Please note that order confirmations  may exist in different folders of your inbox. ie. spam, promotions, miscellaneous folders. 

(1) Enter your email address in the subscription section at the bottom of the website, colorcl.com

(2) You will see the message: "A confirmation email has been sent—please verify to complete your subscription.”

(3) Check your inbox for the subscription confirmation email (if you don’t see it, please check your spam folder).

(4) Click “Subscribe” in the email to complete your subscription.

Please refer to our Instructions for Use page.

Click here to go to our Instructions for Use page.

The lens case and solution must be regularly replaced to allow prolonged use of the lenses without any hygiene problems. Hygiene problems refer to the proliferation of microorganisms or contamination of lenses by proteins deposited on the surface of the lens or contact with something unsanitary. Therefore, before touching the lenses, the lens case, and the lens solution, make sure to wash your hands.

Below are some tips for managing the lens case and the solution. We've also included the replacement cycle for them.

LENS CASE

1. Make sure that the lens case is rinsed in clean water and dried thoroughly before using (DO NOT CLOSE THE LID OF THE CASE WHEN DRYING)
2. The lens case must be replaced EVERY THREE MONTHS.
3. Keep the lens case in cool, dry place (DO NOT STORE IN THE BATHROOM)

LENS SOLUTION

1. Be sure to use a multipurpose solution or a solution formulated for lenses when storing the lenses (THE EYE MUST NOT COME IN CONTACT WITH SOLUTIONS THAT ARE ONLY MEANT FOR CLEANING)
2. Never use an expired lens solution
3. When storing used lenses, Replace the lens solution at least ONCE A DAY and if possible, do not store lenses in the same solution for more than three days.
4. Keep the lens solution in a cool dry place (DO NOT STORE IN THE BATHROOM) 

It's not easy to find the correct side of the lens because it retains a round plate shape even if it's flipped out. However, you can definitely find a difference in the edge of the lens. The lens is originally shaped like the edge is curled into a circle, but when it is flipped out, the edge is relatively outward.

These changes are, in fact, not as clear as shown in Picture A. If you look at the picture B, because the right side (Wrong side) also retains some shape, you may think it is not flipped out. But compared to the left side (Correct side), we can say the right side is flipped out.

Therefore, the user must flip it several times to find the correct side before wearing it. 

Picture A (Image example)

Picture B (Example of real lens)

No, a prescription is not required to purchase COLORCL Contacts. Customers with prescriptions should follow the directions received from their eye care specialist. Though prescriptions are not sent directly to us, we’d gladly assist in guiding you through them. Feel free to contact us via our Contact-Us page.

However, with DHL shipping parcels, DHL may or may not contact you to provide a copy of a prescription and passport or state issued

ID for US Customs. (even for non-prescription lenses)

*NOTE: Even if we don't require a prescription, the customer must check the prescription before ordering it. If customer orders without checking prescription, we may not be able to assist you in further problems due to order wrong prescription.

*NOTE: Customers with prescriptions that list any value of CYL and AXIS, or SPH containing (+) should not order COLORCL Contacts. These values mean that customers have Astigmatism or Hyperopia, which COLORCL Contacts are not suitable for. Please contact us by email for more information concerning these values. 

We currently do not carry any lenses for those values. 

If you are still interested in our variety of lenses, we suggest you order for the value of -0.00 (non-prescription).

The rich colors of our lenses will still impress even with eye-glasses on.

Lenses for Farsightedness are still at the developmental stage, but we will contact you as soon as they become available for release. 

As the label states, lenses have a life cycle of 5 years from the date of sterilization. You can check the expiration date on the blister labels of our contact lenses.

There is an hourglass symbol on the blister label.

*Hourglass symbol

Next to this symbol, there are numbers listed:

a) YYYYMMDD
b) MM/YYYY

These indicate the expiration date.

For example, '20230815' correlates to 2023 August 15th.
For another example, '03/2023' correlates to 2023 February 28th.
If the blister pack remains unopened, the lenses are sterile and safe for use until this date. 

If you plan on storing your lenses for a long time after purchase, make sure you keep them in a cool dry place.

If possible, please use the lenses as soon as possible. We have specified that we can only help exchange or refund products if they are defective and we are contacted within seven days of receiving the lenses. It may be hard to help if you find a defect after too much time has passed.

*Please note that if the blister is opened, they will only be available for the replacement period listed on our website from the date they are opened.

If you need any help, please contact us via our Contact-Us page heading 'Product Enquiry' 

The value -0.00 from the options (SPH) list means 'non-prescription' or plano. So, if you don’t require prescription glasses, then you can simply order for the value of -0.00.
 

Our products do not correct astigmatism. We currently only offer lenses for myopia (nearsightedness) correction or non-prescription lenses.

If you have astigmatism (your prescription includes CYL and AXIS values), we generally do not recommend our lenses for accurate vision correction.

However, if you would still like to order lenses using only your SPH/myopia prescription without astigmatism correction, please send us your prescription and we will do our best to assist you.

Please contact us at support@colorcl.com or through our Contact Us page.

Several measurements are used to indicate the size of the lens, mainly the base curve and diameter. These are used to represent the actual size or shape of the lens.

Base curve

Base curve measurement indicates how curved the contact lens is. The smaller the baser curve, the more round the front of the lens becomes. Steep lenses are tight on the cornea, so the circulation of tears is not smooth, which can lead to corneal due to lack of oxygen. Flat lenses do not hold the lens of the cornea and keep moving in the eye. But even if the lens is Steep, if the lens is too small for the eye, it is possible for the lens to move without being fixed on the eye. Therefore, it is recommended to wear the correct base curve lenses for wearing comfort.  

Diameter
"Diameter" means the diameter of the lens. "Graphic diameter" means the diameter of the part of the color.  "Pupil diameter" means the diameter of the pupil hole (uncolored part).
The common misconception is that if the "Diameter" is the same, it would cover all cornea in the eyes. As described at the picture below, the important thing for the color lenses is actually "Graphic Diameter".
Usually, if the "Diameter" is big, "Graphic diameter" is big. And if the " Diameter" is small, the "Graphic diameter" is small. However, for some special designs of the color contacts, there are exceptions. So if you are looking for a lens that can cover all your eyes, make sure to check the "Graphic diameter". 

All of our products, except for the Siesta Weekly & Monthly line, have a maximum 6 month wear cycle.

However, since contact lenses are disposable, the wear cycle also depends on care and maintenance.

The Siesta Weekly line has a wear cycle of 1 week and the Siesta Monthly line has a wear cycle of 1 month as the names imply.

(Wear cycles start immediately after the blister-packaging is opened) 

If you select Bank Transfer at checkout and place your order, you will receive two emails:

1. An Order Confirmation Email
2. A Bank Account Information Email

Please transfer the payment to the bank account provided in the Bank Account Information Email.

Since this is an international bank transfer, your bank may charge additional transfer fees. Any bank fees associated with the transfer are the responsibility of the customer.

The time required for an international transfer to reach us varies depending on the banks involved. In most cases, payments are received within 3 business days, but it may take up to 14 days.

Once the payment has been received and confirmed, we will begin processing your order.

Please note: Orders will remain on hold until the payment has been successfully received. If payment is not received within the specified payment period, the order may be canceled automatically.

Currently, you can only pay with PayPal, and if you want to pay with the bank transfer, please contact us via email, support@colorcl.com.  

* According to the PayPal policy of each country, in some countries, PayPal payments can only be made by signing up as a member. 

Due to the way our payment system is structured, only one payment gateway is generated per order. Once a payment has been successfully completed, that gateway is automatically closed, making it impossible for the same order to be charged twice through our system.

If you see more than one transaction related to the same order, please check the status of each transaction. Any transaction marked as "Processing," "Pending," or "On Hold" rather than "Completed" is usually not a completed payment. Instead, it is often a temporary authorization hold or a payment attempt that was declined or blocked by PayPal or your card issuer before reaching our system.

In most cases, these temporary holds are automatically released within a few days. Once the hold is released, the funds become available in your account again through PayPal or your card issuer.

Because transactions that remain in a pending, processing, or on-hold status do not reach our system, we are unable to view, manage, or refund them on our side. For further information regarding the status of those transactions, we recommend contacting PayPal Customer Support or your card issuer directly.

Please first check your PayPal transaction status.

◎ If the status is “Completed” 

An order confirmation email is automatically sent to the email address used during checkout. Please also check your spam/junk folder.

If you may have entered the wrong email address, please contact us at support@colorcl.com or through our Contact Us page with:

- The email address you may have used
- The full name entered in the shipping information

We will help you locate your order during business hours.

◎ If the status is “Pending” or “Processing”

This usually means PayPal, your bank, or your card issuer temporarily held or blocked the payment.

In this case, the payment was not transferred to us, so we do not have an order or payment record on our side.

Usually, the transaction is automatically canceled after some time. For further assistance, please contact PayPal or your bank/card issuer directly.

In the checkout page, we ask for your credit card certification value (CVV) code for increased security and protection against fraud.
For MasterCard, Maestro, and Visa credit cards, you can find this 3-digit value on the back of your card. For American Express cards, this 4-digit number is found printed on the front of your card. As required by law, we will never store your credit card CVV code anywhere. It is discarded after transmission during checkout. 

Some cross border transactions (international purchases) may be declined by banks for security reasons. You may simply need to call your bank and verify that you would like the transaction to go through. After doing so, you can resubmit your order.
 

Yes, adding/deleting and changing items to an existing order is available if the order has not been shipped yet.

Please email us the details via our Contact-Us page with the heading 'Modify order (pre-ship)'. Please provide the details for the product(s) you would like to add and your order number. If you don't know your order number, include the email address with which you used to place your original order.

If you give us the wrong information and our staff is unable to find the order, and/or the order has been shipped while waiting for your  reply, it will not be possible to modify the original order. So please double-check your information before sending it to us.

Coupon code can only be used before an order is placed during checkout.

If you ordered without applying a coupon code, we recommend that you cancel your order and re-order with the coupon code.

In the following case, please place another order and email us via our Contact-Us page with the heading 'Cancellation (Pre-ship)' to cancel the previous order.

After an order has been placed, only a COLORCL representative can modify the shipping details. Please contact us by email via our Contact-Us page heading 'Modify Order (Pre-ship)'  if shipping details need to be modified.

*Please note that once an order has been shipped out, it is not possible to redirect the order to another address. In this case, please check our Exchanges & Returns policy. 

Order confirmation is sent by email shortly after checkout.

Once an order is processed and shipped out, a ship-out notification email is sent.

After receiving a ship-out notification email, customers can use it to track their order. Just click the ‘View Order’ link in the email and then click the tracking number. 

If you can't find a ship-out notification email, please check your spam folder.

For any further information regarding tracking and order processing, feel free to contact us via our Contact-Us page. 

International postal service (K-Packet) is provided through cooperation between postal services and is delivered in the same way as regular mail. The package may be delivered to a PO Box, garage, porch, or left in places such as under a doormat. This may occur if the carrier leaves the package in a safe place to prevent loss or theft.

In such asese, please contact your local post office to ask where the packege was delivered. If you are still unable to locate it, please contact our customer service at support@colorcl.com or at our contact us page.

According to our shipping data, it takes 3 to 14 days on average to reach the next carrier depot.

So, if there aren’t any particular updates that are out of the ordinary such as Undelivered, Failed Delivery alert etc., your package is on-schedule. 

The Estimated Time for Delivery depends on the shipping option you chose during checkout. 

You can check the information for your chosen method of delivery in 'Account > Orders'.

If the package does not arrive within the period shown in the estimated time for delivery, (20 days for the example), please contact us by email at support@colorcl.com. Our support staff will work with shipping partners to see if there are any issues with your package. 

Due to ongoing international conflicts and global logistics issues, carriers are frequently adjusting their fuel surcharges and operational fees.

As a result, our shipping rates are being updated on a weekly basis. We appreciate your understanding regarding these unavoidable changes.

Due to ongoing international conflicts, fuel surcharges are increasing as of April 22, 2026.
Shipping costs are therefore subject to change.

If you do not see any shipping options at checkout on our website, it means we are currently unable to ship to your country. This may be due to customs retrictions, PayPal payment limitations, or concerns about delivery reliability.

If you need further assistance, please contact our customer service at support@colorcl.com or at our contact us page.

Refunds must fully be processed by our store, which can take 3 to 7 business days depending on the volume of refund and cancellation requests. After our store has processed and submitted the refund to the financial institution with which you used to pay for your order, it takes 1 to 3 days for PayPal and 7 to 14 days for Credit Card Issuers to place the funds back into your account.

If a refund is not completed within that time, please contact the PayPal customer service center or Card issuer for details.

To Go to PayPal Customer Service Center, Click here! 

If the order has not been shipped out from our distribution center in Korea, it can be cancelled by contacting us by email. Our support staff will check your email during business hours and cancel your order.

If you received a tracking number by email, it means your order has already been shipped out and taken by the courier. If the order has already been shipped out, it is not possible to cancel your order. In this case, please check "What is your Exchange&Returns policy?" in our FAQ. 

Cancellations & refunds are only applicable for orders that have not been shipped. For customers who have received their orders, please check "What is your Exchange&Returns policy?" in our FAQ.

- Prior to an order being shipped (Before a tracking number has been generated)
If you would like to make a cancellation or request a refund, you can email our support staff, support@colorcl.com  Please have your order number ready or the full name and email address used to place the order. You can also contact us in our contact us page.

- After an order has shipped out (After a tracking number has been generated)
Cancellations can not be made after an order has been shipped out. Please check "What is your Exchange&Returns policy?" in our FAQ.

*** Please do not dispose of products such as contact lenses and blister labels until the problem is solved by COLORCL. 

Exchanges & Returns are only applicable for unopened blister packaging.
Customers have 14 days upon reception of their order to request an exchange from our COLORCL staff.
For defective products, please check the Product Issue section. 

COLORCL is responsible for any factory defects or an error on COLORCL's part.
We will replace defective products or refund the purchases.
Please check the details in the Exchanges & Returns (Defective / Incorrect Items).

However, COLORCL does not provide free exchanges or refund services in the following cases:

a) Ordering errors and wrong/insufficient shipping addresses
b) Choosing the wrong options (colors, prescriptions)
c) Items are damaged or contaminated after they have been received by the recipient.
d) Simple remorse by customer

In the above cases, customers are responsible for the reshipping & return shipment fees.
Please check the details in the Exchanges & Returns (Change of mind / Wrong item selected).

To prevent such errors, COLORCL sends order confirmations to the email addresses specified by customers during checkout.
Please look over the order confirmation thoroughly after placing an order.

*** Please do not dispose of products and labels until the problem is solved by COLORCL.

If you have received a defective product, please contact us at support@colorcl.com or via our Contact-Us page with informations listing below, our support staff will help you right away!

• Order Number (If you don't know, please provide us with your email address and full name that you used to place the order)
• Picture of the product and label
• Details of the defect

*** Please do not dispose of products such as contact lenses and blister labels until the problem is solved by COLORCL.  

If you have received a product that has different colors, power(prescription), etc., please contact us at support@colorcl.com or via our Contact-Us page, our support staff will help you right away.

*** Please do not dispose of products such as contact lenses and blister labels until the problem is solved by COLORCL. 

There are many reasons why the lens feels burning. To see the reason of the burning issue of your contact lenses, check the following cases and find out the cause.

Foreign substance
If the lens is covered with foreign substances such as dust or pollen, the user may feel burning issue. Or the soap, shampoo, hand cream and cosmetics that have not been washed out of your hands can also cause burning issue.  Because most problems occur for this reason, it is very simple, but it is very important to wash your hands and rinse the lens case well.

Sensitivity to preservatives
It's possible that the preservatives in the solution where the lenses are stored makes burning issue. Therefore, the lens must be placed at least 10 minutes in a multi-purpose solution or other lens solution for storage purpose before use. In this process, cleaning solution contains the hydrogen peroxide must not be used.

Proteins attached on the lens surface
If you wear a lens even one time, the protein in your eyes will be attached on the lens you wear. This protein cannot be completely removed even if the lens is properly cleaned and disinfected. As the amount of attached protein increases over time, the lens's oxygen permeability decreases and can cause irritation to the eye and burning sensation. Since the degree of protein being attached varies from person to person, the amount of protein remaining on the lens is different even if used at the same time.
The best way to remove the protein from the lens is to use a lens cleaner containing hydrogen peroxide. However, if possible, we recommend not using the solution containing hydrogen peroxide. Or, we recommend to use Largo solution after clean the lens with solution containing hydrogen peroxide. The reason can be found in the link below.

Dry eyes
A person whose eyes are drier than others gets hurt easily. If you get a scratch on your eyes, such as your fingernails, you can feel burning when you wear contact lenses. For beginners who don't wear lenses well, there are quite a few cases where they stick their lenses on their fingers for a long time and stab their eyes in the process of trying to wear them. If this is the case, it is recommended not to wear contact lenses for at least a week and, if possible, to consult a doctor. It is also recommended that you put eye drops in at least once an hour if you wear them at a later.

Lens allergy
Some people may have allergic to certain lens materials. Lens allergic reactions are accompanied by symptoms such as red eyes, itchiness and watery eyes. If this is the first time you've worn a lens from a blister, and you see side effects such as swollen eyes, blurred vision, or sore eyes, you should stop wearing it immediately and go to see a doctor. 

So first, we recommend to try to clean the lens following out instructions for use.

If the problem is not solved after cleaning it, please contact us at support@colorcl.com or via our Contact-Us page, our CS team will help you right away.

*** Please do not dispose of products such as contact lenses and blister labels until the problem is solved by COLORCL. 

There can be many reasons why the lens moves too much in the eye. There are some solutions, so check the reasons below and try the correct solution.

Flipped lens
If the lens is incorrectly flipped, the lens will continue to move without being positioned correctly in the eye. When you wear the flipped lens, it will move up along your eyelids every time you blink. This will continue, and in serious cases, the lens may travel with the eyelids and then slip into the back of the eyeball. If the lens stays in this position for an extended period of time, it can dry out and cause eye injuries. If this happens, put a few drops of solution and blink so that the lens can slide back forward.

Wrong sizes
The base curve and diameter are usually used to indicate the size of the lens. If this value is too small or too large, the lens may continue to move without being positioned in the eye.

If something like this happens, please contact us  at support@colorcl.com or via our Contact-Us page, our CS team will help you right away.

If you have received a defective product, please contact us at support@colorcl.com or via our Contact-Us page with informations listing below, our support staff will help you right away!

• Order Number (If you don't know, please provide us with your email address and full name that you used to place the order)
• Picture of the product and label
• Details of the defect

Of course you can. Please contact us via our Contact-Us page heading 'Reward Points'. Our support staff will help you revert the coupon code back into points. 

Yes, members from our previous site need to re-register on our new site.

After re-registering, all the points from past orders will automatically be credited to the newly made membership. It is important that the same email address used to register in the previous account be used again for the new account.

Please follow the instructions below to re-register for an account. 

1) Go to the login page: https://colorcl.com/account/register

2) Put your name, email address and password to create a new account.

3) The following message will show up:

4) Go to your email and check the email verification that was sent. 

5) Click the link in the verification email and then register your account on our new website

6) Check if your points from past purchases on our previous site have been credited to your new account. (It may take up to a week for points to be credited)

*If the points are not credited to your new account within a week, please email our support staff. Support@colorcl.com