COVID-19

Frequently Asked Question about COVID-19 whether it affects to our business?

Yes, it is safe. There’s no evidence to support the transmission of the novel coronavirus via packages. According to The World Health Organisation (WHO), people receiving packages are not at risk of contracting Covid-19. From previous analysis, due to poor survivability of these coronaviruses on surfaces, there’s likely very low risk of spread from packages that are shipped over a period of days or weeks at ambient temperatures.

Currently, orders may require longer processing time. This is due to the reduced operating staff at our warehouse and with our delivery partners.

Yes, they are safe. All the contact lenses are disinfected and are sterilized in a vial or blister containing a sterile buffered isotonic saline solution.

To be honest we have low fare shipping using Global air mail and Offer a free shipping on orders over $ 100, but because of the pandemic the service has been temporarily unavailable. We only can ship your order using EMS service at this moment

Ordering

Frequently Asked Questions before and after ordering

Each order will be processed within 1 - 4 business days exclude weekend and public holiday.

Please do not worry, if it is an unpaid order. We will NOT process any unpaid order. Rest assured, you will NOT be charged for that as well. But once you make payment and there is modification needed on your order, you are required to email sales@softlensqueen.com as soon as possible.

Shipping

Frequently Asked Questions about Shipping

We will send you a tracking number to your email when your package was shipped.

You also can always log onto your Softlens Queen account and go to MY ACCOUNT and then go to VIEW PREVIOUS ORDERS. And you can check your ORDER STATUS right there. If you need further guidance on the order checking status, please go to TRACKING ORDER PAGE and follow the instructions provided inside.

There are few steps to track your order

1. Check your ORDER STATUS first 

2. Make sure the status is SHIPPED 

3. Only when products are shipped, then you will be provided with TRACKING NUMBER. We will send a tracking number to your email after package was shipped. 

4. Once you obtain your tracking number, you can go to www.17track.net to locate/track your products where 

5. should you need more information, you can always refer to TRACKING PAGE or going to this website www.17track.net

Depending on where your package will be sent. Postage Will be displayed if you try to checkout on our website

Please be reminded that for Global Mail (standard shipping) users, the shipping days are between 20 to 30 business days, which means they are excluded of the Saturday and Sunday. Of course, please add another 3 days of processing on top of the shipping days in your calculation. In addition, you can always check tracking status for more precise updates.

There are two possibilities on this case

1. Please allow two days for the POST agency to update all the parcels especially for Global Mail, where the traffic sometimes are congested due to heavy flow. Please come back and do the checking after 2 days

2. Either typos or errors might have occurred at customer side or at our side. For your information, the tracking number is being keyed in manually and it is subjected to human errors, hence your understanding is greatly appreciated here. However, please allow two days before seeking clarification with us, it might always because of the first possibilities.

No, customers are of the responsible party to pay for the custom tax if products are selected. For your information, not all the products will be levied by custom tax. Products levied by custom tax are randomly selected by the custom of respective country.

Products

Frequently Asked Questions about Products

The lenses are made from polymacon/ polyhema and water. The percentage of water content is usually 38% or 42%. Yes, circle lenses are generally safe and are approved by Korean FDA. But precaution is always needed.

The price given on the website is for one pair (2 bottle of lenses)

Depends on your eye color and the color you wanted for your eyes to naturally appear. You can refer to Natural Circle Lenses for more info we recommend you to choose the same color lens with your original eye color for a better result.

Kindly choose 0.00 (plano/non prescription) from the product option there.

The main different would be the size and the effect it brings out. For example Geo Angel Series comes in 14.2mm and Geo Super Size Angel Series which comes in 14.5mm. Please consult with your optometry to get the correct diameter/base curve of your both eyes before placing any order.

We do not have an exact date when the new stock will arrive. However, the estimate time within 2 months .The website will be update once the particular lens has restocked.

All our lenses comes with (-) prescription which is for Nearsightedness. We do not have any lenses for Farsightedness (+) prescription for now.

Please consult with your optometry to get the correct prescription/base curve and diameter of your both eyes.

No, You can only choose a diameter from what is stated on the website.

If you are having astigmatism but you wanted to get our normal lenses, please consult with your optometrists before placing your order

We've been selling authentic circle lens since the beginning of our business and customer safety is always our priority. We made sure all products are imported directly from Korea and monitor the product and customer review accordingly. You may see a lot of positive review in Google / Facebook/ Instagram that talking about our product and services and that is the reputation our company built since 3 years ago.

Please make sure to key in the correct serial number referring to the sticker as the website will not capture any incorrect serial number. If you still having a difficulty even though by providing a correct serial number, please kindly contact us at sales@softlensqueen.com

Silicone hydrogel contact lenses are advanced soft lenses that allow more oxygen to pass through the lens to the cornea than regular soft ("hydrogel") contacts. They are healthier than regular soft lenses because they allow up to 6 times more oxygen to pass through them and increased oxygen transmission results in better overall eye health.

The circle lenses comes in a different water content between 30%-50% water content. Some people able to used the lenses which have a low water content without having a trouble of dryness. In general, the higher the water content allows more oxygen to pass through the eyes for a better comfort wearing.

We always restock our product when it happens to be out of stock. The new batch will not be the same as the previous one. This is due to a different batch of manufacturing. The design will remain the same but the color might be slightly different in a new batch.

Definitely NO. We always make sure all of the products will not contain any harm substance before we proceed to sells them. All brands are from Korea, Thailand and Japan all it is a well known brand.

You can use all types of multipurpose solution to soaked your lenses. However, we advise you to refer the quality of the solution before choosing them.

Payment

Frequently Asked Question about Payment

We use PayPal as the payment method. You can create an Paypal Account or visit www.paypal.com for more information

If you're trying to make a payment, but the payment is not completed, this may be due to several reasons. Here are some of the reasons why a payment was not completed:

1. There isn't enough money in your PayPal balance to complete the payment. If you did not add a backup payment method to your account, the payment cannot be completed.

2. The balance on your bank account or credit card is not sufficient. You must first top up your bank account or credit card before you can make the payment.

3. Your PayPal account is limited. Before you can make a payment, you should try to remove the limitation on your account.

4. The payment is blocked by our system for security reasons. PayPal uses systems to recognize behavior patterns. Such systems are also used by your bank and credit card company.

Please make a new order as the previous one cannot be edit anymore.

Returns and exchanges

Frequently Asked Questions about Returns and Exchanges

Please contact sales@softlensqueen.com immediately. Or you can refer to our RETURN & EXCHANGE POLICY for more information.

CUSTOMER SERVICE

Frequently Asked Questions about our Customer Service

Normally we don't provide support during weekends, except for urgent cases. In these cases, you only need to mark “Urgent” in your email, we will get back to you ASAP.

Drop shipping is available in Softlens Queen, You can now send your products to your friends or loved one just by ticking the box which indicates to SHIP TO OTHER ADDRESS. Once you tick, click NEXT, you will proceed to the page where you need to fill up the recipient’s address.

There are two possibilities: You have an invalid email address where we could not respond to you. Please allow us at least 2 to 3 business days to revert back to you if you post us long comments or feedback.

Please allow us at least 2 business days and please be note that we are not operating on weekend. All the emails on weekend will be replied on the next Monday.

Please refer to the page SPONSORSHIP.