*If your package is unfortunately held by your country custom, you'll have to pay for the custom duty and taxes (especially Europe Countries). And please expect another further delay (5 business days or above, depends on the custom procedures) and we don't responsible for these delay as this is totally out of our control.

Q: What shipping method do you provide?

Express Shipping (Fedex/DHL Express)
- 3~6 business days
- Fast shipping & reliable tracking.

Standard Shipping
- Very Cheap 
- 14~30 business days (For Russia, Central & South America, may up to 90 days)
- Signature is NOT required upon delivery, postman may simply drop the package in/at the mailbox or leave it at the doorsteps.
- Speed & quality are not consistent, sometimes fast, sometimes very slow. Tracking results may not updated frequently. Select this if you are willing to wait 3 weeks or more.

IMPORTANT: For Standard Shipping, if package failed to deliver due to whatever reason (incorrect address, recipient reject the delivery), it will be destroyed at destination. It will NOT returned to sender even if tracking results said so. So please double check your shipping address carefully before placing order.

 

Q: How fast do you ship my order?

Once we receive your order and full payment, we'll ship out the order within 2~3 working days. (working days is NOT included Saturday, Sunday and Public Holiday)

IMPORTANT: Order processing time will takes 3 ~ 5 working days during promotion period (working days is NOT included Saturday, Sunday).

All the lenses, beauty products or circle lens accessories is subject to stock availability, if an item you ordered is out of stock, order processing time and delivery will be delayed, we will notify you by email before proceeding with shipping.

 

Q: How long does it takes to receive my order?

It depends on where you stay. Kindly refer table below:

Country of Destination	Standard Shipping	Fedex / DHL Express
United States & Guam	14~30 business days	3~7 business days
Canada	14~30 business days	3~5 business days
Europe	14~30 business days	3~5 business days
Australia & New Zealand	14~30 business days	3~5 business days
Korea, Hong Kong, Brunei, Taiwan, Japan	14~30 business days	3~5 business days
Singapore	14~30 business days	3~5 business days
South America	30~60 business days	n/a
Saudi Arabia, Qatar, U.A.E (United Arab Emirates)	19~40 business days	3~7 business days
Russia	30~60 business days	n/a

Note: Transit time above is based on "working days", which is exclude Saturday, Sunday and Public Holidays.

*If your package is unfortunately held by your country custom, you'll have to pay for the custom duty and taxes (especially Europe Countries). And please expect another further delay (5 business days or above, depends on the custom procedures) and we don't responsible for these delay as this is totally out of our control.

*For Standard Shipping, if your country postman failed to deliver or lost your package, we can reship your order but you have to pay for the shipping fee again.

*Fedex services is not provided to Middle & South America countries, Philippines, Macao & Indonesia.

 

Q: How much is the shipping cost?

You can easily know the your shipping rate and delivery time by using our "Shipping Estimate" function.

You'll see "Get Shipping Estimate" on your shopping cart page. 

Q: I made a typo error or submitted the wrong shipping address. Can i change?

In order to provide fast shipping, we usually ship order within 2~3 working days. If typo error/wrong shipping address is submitted, please contact us asap and let us know what is your correct and complete shipping address. However, we cannot guarantee anything. If we haven't ship your order, we still can edit your shipping address. But if we already shipped your order, it's too late and we cannot do anything by then.

Replacement Policy (defective product)

Goods received within 10 days are returnable or exchangeable if and only if the product defective. The first day of grace period starts from the day of the products arrived in the hand of customers. The definitions of defects are as follows:

• Product was torn or broken in SEALED bottle
• Product was in odd shape in SEALED bottle
• Product was expired in SEALED bottle

Photo Proof is a MUST

In case of the product torn/broken/expired, customer must take a clear photo of the product as a proof in order to proceed with a replacement. Without a photo, there will be no replacement will be made. Returned defects products will be inspected thoroughly. Replacement/exchange policy is void if the products show any sign of used.  Our guarantee does not cover accidental damage or wear/tear of product cause by customer. 

All replacement lens will be ship by Registered Air Mail or Global Mail only.

 

Return and Exchange Policy

We can do the exchange for the UNOPENED lenses only and products condition is still re-sellable upon inspection at our side. And also with conditions below:

• Return shipping cost is borne by customers.
• Resend shipping cost is also borne by customers.

For the return shipping, you can choose the cheapest shipping method but must "registered" it, so that we can obtain the tracking number. And kindly wrap the lens with bubble paper for protection.

Candylens reserves the rights not to entertain any complaints file after 7 days of grace period. Other than product defection complaints will be handled as per case basis.

 

Cancellation Policy

a) If you want to cancel order before shipped, we can do a refund. However, it will not be a full refund. We will keep 10% of total order amount as cancellation fee.

b) If you want to cancel an order which already been shipped, we can do a refund. However, it will not be a full refund. We will keep 30% of total order amount as cancellation fee and deduct the shipping & handling fee, then we'll refund the remaining amount to you. You will have to pay for the return shipping cost, and the package need to properly pack and ship with a tracking number. Besides, we'll refund AFTER we received the returned package.

 

If you choose Standard Shipping:

For Standard Shipping, If package failed to deliver due to incorrect address, it will be DESTROY at destination. It will NOT return to sender (even if tracking result said so). Thus, we will not refund or reship your order. If you still want the product, please place a new order and make sure you submit a correct and complete shipping address.