Worldwide Delivery

We offer FREE SHIPPING to USA, Canada, Europe and Worldwide (by global registered airmail with tracking number*) on all orders above $15! For orders totalling less than $15, a US$4.99 shipping fee applies.

Standard (e-Express) Delivery Times

The processing time for free standard/e-Express shiping is 2-4 business days. The transit time to Zone A countries is 15-20 business days, and to Zone B countries is 15-30 business days.

Zone A countries: United States, Canada, Brazil, the United Kingdom, Russia, France, Germany, Netherlands, Switzerland, Norway, Sweden, Denmark, Israel, Australia, New Zealand, Japan, South Korea, Singapore and Vietnam. Other countries are in Zone B.

Note: "business days" excludes public holidays and weekends.

Speedpost (EMS) Delivery Times

A surcharge applies to Speedpost/EMS shipping. The processing time is 2-3 business days and the transit time is up to 7 business days.

For orders split into multiple parcels, the first shipment will be processed using EMS, while subsequent shipments will be processed by e-Express shipping.

Note: "business days" excludes public holidays and weekends.

Important Additional Notes

All items are checked to be in perfect condition when we send them. We are not liable or responsible for any losses or breakages during shipment.

Some brands are backordered, requiring additional shipping time beyond usual delivery times. They will be shipped by EMS once we receive them from the manufacturer. These brands are backordered:

  • Acuvue
  • Bausch & Lomb (except Soflens dailies, LACELLE 0.00 non prescription)
  • CIBA Vision
  • Freshlook (except Pure Hazel & Grey 0.00 non prescription)

We are not responsible if your country's customs authority charges you taxes and duties.

Misdelivered/Returned Parcels

We are not responsible if your parcel is misdelivered or returned to us due to either:

  • Your supplying of a wrong or invalid 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
    • 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.

What to do about Misdelivered Parcels

In the event that your parcel is misdelivered (delivered to another address) due to any of the above reasons, no compensation will be provided. This does not apply to errors on behalf of EyeCandy's which will be courteously corrected.

What to do about Returned Parcels

In the event that your parcel is returned to us, we can resend it to you, but you will have to pay a shipping and handling fee of $10.00 per order that is shipped via default International Registered Airmail or the full shipping fee that was originally charged per order that is shipped via DHL.

If you would like to treat it as a return, we will refund the value of the product(s) minus a 30% restocking fee. DHL shipping fees will not be refunded.

Returns

We do not offer refunds or exchanges for reasons of buyer's remorse (purchased wrong model/colour, prescription, etc.). Therefore, please be 100% sure about what you want to buy before placing your order!

If we happen to have sent you the wrong colour, prescription or model, we will be more than happy correct our mistake. Please contact us, explaining your situation, within 2 weeks of receipt of the item. You will have to take a picture of the mistake for proof, and some cases will require you mailing the parcel back to us. A replacement or refund will be sent.

Important

BOTH LENSES HAVE TO BE INTACT IN THEIR SEALED VIALS.

We cannot accept returns if you have opened the packaging even if the item was incorrectly sent. Returned parcels must be postmarked within 4 days of the request.

Please contact us for the return delivery address.

Order Cancellation

If we have not sent your parcel yet, you may still cancel your order (usually, but not always, the status will be at "Awaiting Fulfilment" or "Awaiting Shipment").  15% administration fees will be imposed.  This does not apply to items which we find to be out of stock, in the case of which EyeCandy's will contact you for either an alternative item or full refund.

We regret to inform that backordered brands (Acuvue, Bausch & Lomb, CIBA Vision, FreshLook) may not be cancelled.

Track and Trace

We generally drop-off parcels at the post office 2-4 business days after receiving your payment.

Tracking within Hong Kong

Tracking numbers are then provided 1-3 business days after the parcels have been sent. To track your order, you may use this tracker by our friends at AfterShip:

If the above widget is not working, we suggest the following:
Hong Kong Post Mail Tracking or AfterShip Tracking.

If your parcel appears to require an "Enquiry Reference Number" or returns a "not found" message: Please note that it may take a few days for the postal system to update their database with the tracking information for the parcels after we despatch them.

Tracking outside Hong Kong

After you see that your item has left Hong Kong, you can use the website of your country's national postal system to track your item:

Americas
Europe & Middle East
Australia & Asia

Note: For the US, Canada, Australia, and the UK, parcels sent by the default Global Registered Airmail are not trackable by USPS/Canada Post/AusPost/Royal Mail after leaving Hong Kong.

Very Important

Please note that our delivery methods of e-Express and Speedpost (EMS) require a signature upon delivery.  This means that if there is no one to sign for the parcel in person when the postman delivers it to your address, it will be sent to a local post office outlet.  A notice will be left at your address asking you to pick up the parcel at the post office.

We are not responsible if you fail to pick up your parcel at the post office and it is returned to us because of this reason.  After the tracking number is provided, you are responsible for tracking your shipment using the websites provided above.