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at Kool Eyez

FAQ's

FAQ's
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1

Why should I order from KoolEyez.com?

There are a number of reasons why you should order from KoolEyez.com.  Firstly we are unique in that our products have met stringent testing proceedures and have been accredited by numerous bodies world wide including the US FDA.  To see a full list of these world wide bodies take a look at our certificates and approvals page. Secondly, everybody loves to pay less.  We want for you to come back to us time after time for all your contact lens needs so we strive to make sure our products not only are the safest for you our customers but also competetively priced.  If competetors dont state who their products are approved by then dont risk your eyes.

 

2

How do I cancel my order?

You can cancel your order if it has not been shipped yet, Failing that if they have been shipped you will need to return them once you receive them in order for them to be cancelled and refunded. Please note there is a 25% restocking fee. and must be in unopened, unused condition.
 

3

How do I track my order?

If you paid for the upgraded shipping with tracking you will have a tracking number sent by e-mail.  You can use that tracking number on www.royalmail.com or www.usps.com if within the U.S. Please note our standard shipping does not include tracking.

4

How do the contact lenses come?

The contact lenses are dispatched in a padded envelope.  Our lenses are packaged in plastic blister packs with a clear base so you can inspect the product without opening the packaging.

5

Can I wear any of the contact lenses sold by you?

Yes.  Anyone can wear the contact lenses we sell providing they do not have any eye defects.  The contact lenses we sell are for fashion use and only change the color appearance of your eyes not your vision, so if you have perfect vision and fancy something different then our lenses are for you.

6

How secure are my credit card details?

Your personal details and payment security are of paramount importance to us.  It is for this reason we have partnered with Paypal to perform all our merchant services needs.  Paypal are a well known company world wide and provide their customers with state of the art security.

 

At no point do we see your card details and we do not have access to them. They are processed by Paypals secure server and are encrypted for your protection

7

How do I know you have received my order?

As soon as you place your order you will receive an order confirmation email at the email address you specified. This email will contain a summary of the products you ordered, the total cost and includes an order number which you can quote if you have any queries regarding the status of your order. You will receive a further email as soon as your order has been dispatched, indicating the order is now on its way to you.

8

How long will it take to process and receive my order?

The length of time an order takes to be processed is dependant on how your details pass through our system. Whenever a customer places a Credit/Debit card order, the card information is rigorously checked to ensure maximum security and prevent potential credit card fraud. Once we have received your payment we endeavour to process your order within 24hrs.  Please note it may take upto 48hrs at times of peak business.

 

In terms of delivery times those are dependent on the local postal service.  Our customers usually receive their orders within 7 days.  Obviously shipping times are out of our control so please ensure you order our products well in advance to avoid disappointment.

 

9

Can I return my order?

Yes. If you have not opened your contact lenses you can return them within 28 days of receiving for a full refund of the lenses, but please note returning the items is your responsibility and ensuring that they have not been opened. In addition there will be a 25% restocking fee.

10

I have damaged my lenses!

Unfortunately we cannot do anything when contact lenses are damaged after opening.  It is very important that you check your contact lenses through the clear base of the packaging before opening, once opened the life of the contact lenses are in your hands to which we can no longer accept responsibility.

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