Terms & Conditions

Ordering Terms Update

• You have read and agreed to our Shipping & Returns and Ordering Guide.
• Colors may vary slightly due to monitor settings; actual lens colors may not match 100%.
• All items are listed in stock. If mistakenly out of stock, we will refund and notify by email.
• Provide a complete & accurate address (no PO Boxes). Wrong addresses cannot be refunded; reshipping fees apply.
• Track parcels regularly. Unclaimed parcels may be returned after 7–10 business days.
• Always follow eye care guidance. Stop use if discomfort occurs.
• Promotions/discounts apply to future orders only (one code per order).
• No refunds/exchanges for buyer’s remorse or mistakes (wrong color, prescription, or address).
• Most prescription lenses available at Softlens Queen are designed for myopia correction.
  • For astigmatism (Toric lenses), visit: Toric Collection
  • For hypermetropia / presbyopia, visit: Hypermetropia Collection
• Defective/incorrect items can be replaced within 7 days with proof. Items must remain sealed.
• We accept USD; other currencies are auto-converted by your card provider.
• Import duties/taxes are charged by local customs and are the customer’s responsibility.

Privacy & Security

Softlens Queen does not store credit card or bank details. Payments are securely processed via third-party providers and protected by GeoTrust SSL (256-bit encryption).

Personal info (name, address, phone) is kept private and confidential. Questions? Contact us.

Cancellation Policy

• Cancellations after payment incur a 10% administration fee.
• If products are already shipped, a 30% fee applies and shipping is non-refundable. Refunds processed once items return.
• Returns due to customer error (wrong address, unclaimed, recipient unavailable) refunded minus shipping and a 30% fee.

Refund Policy

• Refunds issued if item unavailable and customer declines replacement.
• No refunds for dislike of color, unmet expectations, or customs/carrier delays.
• No refunds for items shipped but still in transit.
• Defective claims must be legitimate; fraudulent claims may be refused.