Returns

Please note that items on sale or purchased with a coupon code are final sale and cannot be returned or exchanged.

Items in original condition (unopened, unmarked and unused) can be returned for a partial refund.

• You may request the refund to be issued to the original credit card used or as store credit.
• Returns are subject to a flat $8 restocking fee.
• EyeCandys must be contacted within 10 working days of the posted delivery date documented on the online postal service or courier tracking system.
• Return shipping reimbursement is currently unavailable. Reimbursement for original shipping fees is unavailable.
• Returned items must be in original, unopened condition, including tags, booklets, labels, stickers and any other packaging materials. Contact lenses stored in vials must have the seals intact and unbroken.
• The customer is responsible for the shipping fees back to EyeCandys. Please ship whatever shipping method you prefer. EyeCandys strongly recommends adding delivery confirmation and/or signature confirmation to all return packages as EyeCandys is not responsible for any packages lost in the mail. It is the customer's responsibility to research any lost package shipped back to EyeCandys that may have been lost in the mail stream.
• Returned items must be received at EyeCandys within 30 days of the posted initial delivery date at the customer's.
• Please contact us with your order ID for the return address.
• Upon receiving your returned ordered and checking the items are in returnable condition, the refund/store credit will be issued within 14 working days. For exchanges, the customer will be invoiced for regular shipping fees (US$10 for standard shipping, courier shipping at calculated rate) and any other price differential incurred. Exchanged items will be despatched 5 business days of receiving payment. Store credit must be used at the time of purchase and may not be applied towards an existing/previous order.

Under no circumstances can items with opened packaging be returned for a refund or exchange.

Additional non-returnable items: Gift cards

Please do not send your purchase back to the manufacturer.

There are certain situations where only partial refunds are granted (if applicable)

• Any item not in its original condition, is damaged or missing parts for reasons not due to our error 
  
• Any item that is returned more than 30 days after delivery

 

Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at hello@eyecandys.com.

Exchanges (if applicable)
We only replace items if they are defective or damaged in packaging. If you need to exchange it for the same item, send us an email at hello@eyecandys.com and send your item to the address that will be given to you in correspondence.

Shipping
To return your product, you should mail your product to the address that will be given to your in correspondence. We operate from multiple warehouses and will advise on sending your product back to the address that is the most convenient for you.

 

Misdelivered/Returned to Sender Parcels:

We hold no responsibility for parcels that are misdelivered or returned to us due to either:

• Your supplying of a wrong, invalid or incomplete delivery address or details during order confirmation, such as but not limited to:
  • Recipient name
  • C/O name
  • Apartment or flat numbers
  • Dorm room or campus box numbers
  • Building names
  • College/university or business names
  • Mis-spelt or missing city, state or province, country, postal or zip code
• Your failure to pick up your parcel at the post office if the addressee is unavailable during the initial delivery attempt

IF YOUR PARCEL IS MISDELIVERED

In the event that your parcel is misdelivered or returned to sender) due to any of the above reasons, no compensation will be provided. This does not apply to errors on behalf of EyeCandys which will be courteously corrected.

We can offer discounted pricing for customers who wish to repurchase the items with a correct shipping address. Please contact us for details.

IF YOUR PARCEL IS RETURNED

Returned parcels can be resent once they have been received and checked to be free of any damages. The following reshipment fees apply:

• For orders sent via free standard shipping (E-Express/X-Route/K-Packet): US$10
• For orders sent via DHL, UPS or other express delivery methods: the original shipping fee charged

If you would like to receive a refund for items that have been sent back to us, the above Return Policies apply.