FREQUENTLY ASK QUESTIONS
ABOUT THE ORDER
You may place your order via:
- Instagram DM
- WhatsApp DM
- This website
#NOTE:
- You may find that some of the designs from the catalogues (Google Drive) are not shown in the website product list.
- In that case, kindly place your order via Instagram DM / WhatsApp DM.
- The catalogues (Google Drive) are always up to date.
We currently accept:
- Online bank transfer
- TNG
#NOTE: FPX bank transfer (direct checkout via website) will be available soon.
- It is common that your preorder product might face out of stock issue as our suppliers ship worldwide.
- In this case, we will contact you so that you can change to any other design that you prefer to proceed the order.
- Please be assured that we will never ever ship random design for you due to out of stock problem.
#Changes of Powers (Diopters):
- You are allowed to change the powers / diopters of your contact lenses within 24 hours.
- Any changes that exceed the time frame will not be entertained.
#Changes of Shipping details:
- You are allowed to change your shipping details for not more than 1 time.
Extra charges will be applied if changes are made more than the frequency stated above.
- We apologize that the pricing rules sometimes might mismatch and cause the difference.
- Kindly contact us if you think that the checkout price does not match the bundle deals’ price.
- No worries, we will validate your order and modify the final price for you.♡
SHIPPING
#Preorder Products:
- It will take 2-3 weeks (weekends are not included) for your order to reach us as they are all imported from other countries.
- Your order will be dispatched once the products reach us.
- Local courier takes 2-5 days to deliver.
- 2-5 days after dispatch.
- West Malaysia : RM 10
- East Malaysia : RM 16
** FREE SHIPPING across Malaysia on orders over RM138.
Order placed via:
#Instagram DM / WhatsApp DM
- We will dm you the tracking number once your order is dispatched.
#Website
- You can go to [ My account ] > [ Orders ] to check your tracking number.
- The tracking number will be shown in the *order updates.
** NOTE: Please inform us if you do not receive your tracking number 30 days after you placed for preorder & 2 days for ready stock.
AFTER SALES SERVICE
#General Policies:
- We offer a 15-day after sales service upon the day you received your order.
- Please record a video while unboxing the parcel and check your order carefully.
- If there is any defective, damaged, missing or wrongly received item, please contact us immediately and send us the proof of unboxing video so that we can evaluate and come to a solution together.
- **We strictly will not proceed the claim if unboxing video is unavailable.
- Any request after 15 days upon the day you received your order will not be entertained.
#Damaged / Defective item:
If there is any damage / defect on the goods, our after sales service is applicable for only 1 piece per pair.
You are able to claim 1 new piece of lens same as the design that you ordered. (This term is strictly applicable for damages / defects that is not done by the buyer.)
- We will resend the right item to you after we validated your request.
#Received the wrong item:
Please contact us immediately and send us the proof of evidence (provide us an unboxing video).
We will resend the right item to you after we validated your request.
** Note: No monetary refunds will be conducted, we will only resend / replace the item for your order.
We do not allow any return / refund in terms of lens size or chromatic aberration.
We do not allow return / refund due to any personal preference reasons. (E.g., I do not like the color / design of the product.)
We do not allow return / refund due to any personal eye health concerns. (E.g., The contact lenses that I purchased do not suit my dry/sensitive eyes.) In that case, please contact us and our SA will recommend premium brands that tailor your needs. Furthermore, we will gladly provide a 10% off on your next order purchasing premium brands from us as a solution. This is because all our products are safely certified, and just like cosmetics / skincare products, it is always the matter of personal suitability, not the quality of the product itself.
The color of the product may vary depending on the studio lighting used for the photos or the eye color of the models. Hence, it is normal that the color may appear darker or lighter on your eye.
CANCELLATION & REFUND
#General Policies:
- Cancellation is not acceptable once the payment is made.
- No monetary refunds will be conducted, we will only resend / replace the item for your order.
DISCLAIMER
Once payment are made (via Instagram DM / WhatsApp DM / website), Kitsune Eyesclub does not bear any responsibility if any of the situations stated above occurs.
Kindly proceed if you agree with the terms above.
Kitsune Eyesclub management reserves the right to change the terms and conditions without notice.