Shipping Information
We Offer Free Standard Shipping on all orders over $100
*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: How long does it takes to receive my order?
It depends on where you stay. Kindly refer table below:
| Country of Destination | Standard Shipping | Express Shipping (EMS) |
| United States & Guam | 14~20 business days | 5~7 business days (not available at this moment) |
| Canada | 14~30 business days | 5~7 business days (not available at this moment) |
| Europe | 14~30 business days | 5~7 business days (not available at this moment) |
| Australia & New Zealand | 14~20 business days | 5~7 business days (not available at this moment) |
| Korea, Hong Kong, Brunei, Taiwan, Japan | 7~20 business days | 5~7 business days (not available at this moment) |
| Singapore | 7-10 business days | 5~7 business days (not available at this moment) |
| South America | 30~60 business days | n/a |
| Saudi Arabia, Qatar, U.A.E (United Arab Emirates) | 19~40 business days | 5~7 business days (not available at this moment) |
| Russia | n/a |
n/a |
PLEASE READ THIS
- The delivery time frame is based on the best ESTIMATION. All transit times are subject to Customs Clearance, transport conditions, weather conditions, the volume of mail traffic, etc. You are advised to visit the Shipping information page for more information on each shipping method.
- 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.
- International shipments may subject to import taxes, duties, and customs fees, which are levied once your package reaches the country of destination and are the responsibility of the Recipient.
- Estimated delivery time frame EXCLUDE processing time (take 2-4 business days).
- Please provide a contact number, postal code, and buzz code (if any) in the shipping address. DO NOT enter the P.O Box address.
- Delivery is usually done from Monday to Friday, working hours only.
- Please email us together with your order number if you need the package for a specific date.
- Double-check ordered items and shipping address in the order confirmation/invoice.
- Email to sales@softlensqueen.com directly if you do not get an order confirmation/invoice via email.
- It’s your responsibility to track the package; please track regularly.
Worldwide Delivery
Shipping will be made from our warehouse in Jakarta, Indonesia to your country by Indonesian Post Shipping Service (Registered Air mail) or Express Mail Service (EMS - not available at this moment). The price listed on the website does not include shipping costs.
You need to know for the service of registered airmail will take longer to reach the place of destination. Speed & quality are not consistent, sometimes fast, sometimes very slow. Tracking results may not be updated frequently. Select this if you are willing to wait 3 weeks or more. Please be patient for your package before making a complaint/claim to us.
Please provide your full address to our Shipping information box at the time you place an order via the Website, and please choose the appropriate city and province and zip code are correct to avoid shipping errors. We are not responsible for any package sent to the wrong address Because You misspelled the destination address at the time when you checkout on our Website. If you want to get more information, you can send email to us: sales@softlensqueen.com
We will not refund the money you paid if only your packages experience a delay in the time specified in the delivery company.
All items are checked to be in perfect condition when we despatch them.
We are not liable or responsible for any losses or breakages during shipment. We can ship your packages 2-4 days after you made a payment.
We send packages every Monday ~ Friday at 15.30 PM (GMT+7). We Closed Shipping on Public Holiday, Saturday and Sunday. Because there Courier is closed on Saturdays and Sundays, orders received on Sunday will be shipped on Monday.
Misdelivered/Returned Parcels
Customers' responsibility to track the package regularly. Parcels will be returned to us if left in the post office for more than 7-10 working days. (depending on the country)
We are not responsible if your parcel is misdelivered or returned to us due to :
1. You were supplying a wrong/invalid delivery address during order information.
2. Your failure to pick up a parcel at the post office or when the courier delivers to your address.
includes all address details such as but not limited to:
- Recipient name
- C/O name
- Apartment/Flat numbers
- Dorm room/campus box numbers
- University/Business name
3. The decline by custom rules on your country / refused entry to your country.
If your parcel is returned to us, we can resend it to you, but you will have to pay the full shipping fee that was initially being charged per order that is shipped via Global airmail or EMS.
If you would like to treat it as a return, we will refund the value of the product(s) minus a 30% restocking fee. SHIPPING FEES will not be refunded.
If 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 Softlens Queen, which will be courteously corrected.
Tax and Duties
We are not responsible if your country's customs charges you taxes and duties. Prices on our site exclude taxes and delivery costs. Most countries are shipped to on a DDU (Delivery Duty Unpaid) basis, which means that all relevant import taxes and duties, if accessed, will be billed to the recipient by our shipping partners upon delivery.
When ordering from SOFTLENSQUEEN, the customer is considered the importer of the purchased products and will be responsible for any customs tax, import duties, goods and services tax (GST), value-added tax (VAT), or any similar customs-related fees. Customs policies vary by country, and SOFTLENSQUEEN cannot make any guarantees as to whether or not shipments will be subject to customs-related fees.
Track and Trace
We generally drop off parcels at the post office 2 to 4 business days after receiving your payment. Tracking numbers are then provided 1 to 3 business days after the packages have been despatched. You can use this site to track your items: POS INDONESIA or https://17track.net
There may be some information indicated below:
Posting/Collection--It means your parcel has been posted to POSINDONESIA and still waiting for an airplane to shipment.
Departure from outward office of exchange — It means your parcel has left Indonesia, and it's on its shipping way to the designated destination.
Arrival at inward office of exchange— It means your parcel has arrived at the processing center in your country.
Departure from inward office of exchange–It means your parcel has left the processing center.
Arrival at the delivery office–It means it has arrived at the delivery office in your area and ready to deliver to your address.
Final delivery–It means your parcel has been delivered.
Alternatively, if POS INDONESIA Site is not working for you, we suggest the following: this pages