Hi. How Can We Help?We've got you covered.
Do you have IOSS number?
We are so sorry that we do not have any IOSS number. Please be informed that the import taxes, duties, broker charges and customs fees, which are levied once your package reaches the country of destination are the responsibility of the recipient.Kindly proceed to contact your local post office to clear the tax charges.
I have already paid for shipping however why do I have to pay extra during delivery?
The extra charges are sales tax on import which will be determined by the customs office in your country. These costs (import duties, service and sales tax, and other handling fees) are determined and invoiced separately by the courier when your parcel is delivered and are under the responsibility of the recipient. Please be informed that from 1st of July 2021 onwards,EU countries will impose taxes on ALL import shipments.
Why is my package not shipped yet?
- Kindly allow 1-3 business days (exclude weekend and Public Holiday)
- If your order consist of any toric lenses , please allow 45-60 processing days for your order to be shipped
- Please also note that if you have ordered regular and Toric lenses in your order, we will hold your order and ship together until all items are available.
- If you have Instabook or personalized custom cap in your order, kindly allow additional 1 week for designing and printing.
Why it says that my order has been fulfilled but I haven't receive it yet?
The status "Fulfilled" referring to the orders has been shipped out from our end. It does not indicate the delivery. Kindly be informed that the delivery status needs to be checked on the tracking website.
Why can’t I access my account to see my order history?
Due to the platform migration, your account password has been encrypted. Thus kindly email to firstname.lastname@example.org to activate your account. After activation you will be able to see your order history.
Why can’t I see my order history from year 2020?
Due to the platform migration, only orders made from November 2021 onwards will be available in your account. Even though your order history is not available, your rewards points are still valid. If you have the purchase information such as the complete date (date, month, year), we are able to find the order manually. Email us at email@example.com for further assistance.
How long is the processing time for new orders?
Each order processing requires 1-3 business days (exclude weekend and Public Holiday) and the count for ETA provided starts after the order status changes to SHIPPED.
Where can I upload my prescription after I choose 'UPLOAD LATER'?
Kindly email to firstname.lastname@example.org
How should I know the product you sell is authentic?
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 South 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 10 years ago.
What is monthly disposable lenses?
Monthly disposable lenses means the lenses have to be replaced after a month of use. The same rule applies to daily, weekly and yearly lenses as the disposable period refers to the life span of the lenses after it has been taken out from the sealed bottle. You can keep the lenses unopened until the expiry date stated in the bottle label.
Are your products cruelty free?
Yes! The lenses are 100% cruelty free because our manufactures does not test the circle lenses on any animals.
What are you lenses made from? Are they safe to wear?
The lenses are made from polymacon/ polyhema and water where 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. Please read our WEAR & CARE guide for more information.
What is Silicone Hydrogel lenses?
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. Get the Silicone Hydrogel Contact Lenses
What should I do if the circle lenses stuck in the glass bottle/vials upon receiving?
Don't let disappointment overshadow how exciting it is to receive your lenses! Just follow the 2 simple steps below to remove it safely.
1. Gently shake the bottle upside down left and right repeatedly until the lenses came off.
2. If you have tweezers for contact lenses you can also use that to take out the lenses. You can also use a cotton bud by dipping cotton bud directly in the bottle to take the lenses out.
Please ensure to remove it very gently and softly.
What is the difference between circle lenses water content?
The circle lenses comes in a different water content between 30%-50% water content. Some people able to use 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.
Is there any difference between 14.0 mm and 14.2 mm diameter lenses?
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 optician to get the correct diameter/base curve of your both eyes before placing any order.
Why Phantasee Glow UV Blue doesn't glow as what it has been described in the descriptions section?
The lenses only glows under the ultra violet called (UV LIGHT). It will remain plain as the other regular lenses when it has been exposed under the sunlight or even natural light.
Why is the Geo serial number on the sticker is invalid when I check in the GEO anti-fake website?
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.
Are your lenses approved by FDA?
Yes! Our contact lenses are approved by USA FDA as these are made in USA. While our circle lenses are approved by Korean FDA as these are made in Korea.
Why did I receive Barbie lens instead of G&G lens?
Barbie brand is actually the same lenses with G&G brand. All the lenses from G&G brand will come in a different label which is MESSISH, DUEBA, BARBIE and G&G itself .It depends on the manufacturer which label to use in a different batch. All the design will be exactly the same even though it comes with a different label.
Is there any prohibited substance used in the cosmetic product such as mercury or hydroquinone?
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 South Korea whereby approved by Korean FDA.
I have just received my lenses, but I noticed that the color is not the same as what I have been purchase before. What makes the lens color become darker or lighter than before?
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.
What type of multipurpose solution should I use?
You can use all types of multipurpose solution to soak your lenses as long as it has been purchased from reliable stores and pharmacies. We advise you to refer the quality of the solution before choosing them. The best multi-purpose solution can be purchase HERE.
What do I do if I've been charged for an order however I cannot find it under my account?
We’re so sorry! Please recheck if you have registered with us using another email address as your order might have been placed using a different email address than the one you used to check. Please contact us at email@example.com for further assistance if you are unable to find the order.
Can I change my shipping address?
Yes, immediately contact our customer service team HERE (CS HELP ME) to update your new shipping address. However please be note, we are unable to make any changes to your shipping address once it has been marked as SHIPPED. Thus, please ensure you have submitted correct shipping address upon ordering..
Can I modify my order after it has been placed?
Yes! Kindly email our customer service team HERE (CS HELP ME) .ASAP, as we are only able to change the ordered item if it has not been shipped out yet. Kindly check the availability of the item in our website to avoid any unnecessary delays.
Can I cancel my order after it has been placed?
If you wish to cancel your order after payment is made due to any reasons, kindly please inform us immediately. Worth to note that, not full payment will be refunded, 10% administration fees of your amount purchased will be imposed.
What do I do if my order is missing an item, has a broken item, or I received the wrong product?
We’re so sorry! Kindly contact our customer service team HERE (CS HELP ME) within 7 days after receiving your package. We will require photos of the items you received or damaged items, the packing envelope, and may request the products back to follow up accordingly on issues or concerns. Please do not throw damaged items away until talking with customer service. For more information kindly refer to our RETURN AND EXCHANGE POLICY.
How often do you restock?
We do not have an exact date when the new stock will arrive. However, the estimate time within 4 months .The website will be update once the particular lens has restocked.
How can I check restock status of your product?
You can check the restock status of an item by referring to its product page. We have indicated on all our lenses pages whether it will be restocked or not. The indication includes the prescription specification, where if there is no special indication it will be restocked in all powers.
Should I change the quantity to 2 to get a pair of lens?
Quantity: 1 refers to a pair of lenses for right and left eye.
Why can't I find my prescription on product option?
If your preferred prescription is not available in the list, it means that your prescription is sold out for the time being.
Do Pinky Paradise sell (+) plus prescription for farsightedness/hyperopia?
Unfortunately No, we only sells lenses for Myopia and Astigmatism sufferer only which the prescriptions comes in power (-).
Do Pinky paradise sell astigmatic lens?
Yes. You may refer to our Soft Toric Lenses page
Why is my prescription only available in one of the lists?
If your prescription is only available for one list and not the other, this means that we only have 1 available piece left in your prescription instead of 2 pieces.
I do not have a buzz code how do I proceed to checkout?
You can just states N/A or NONE to proceed.
How long my order will be processed?
Each order will be processed within 1 - 3 business days exclude weekend and public holiday.
Is the product price for one pair or for one lens?
The price given on the website is for one pair (for circle lenses only).
What power should I choose if I do not wear glasses normally?
Kindly choose 0.00 (Plano) from the product option there.
Can I with astigmatism use normal lenses?
If you are having astigmatism but you wanted to get our normal lenses, please consult with your optometrists before placing your order.
Can I get different diameter from what is stated in the website?
No, you can only choose a diameter from what is stated on the website as the lenses are ready stock.
How to choose Label #1 & Label #2 for Diameter & Base Curve?
You may write your preferences in order comment by stating your preferred #label from what is stated on website.
Is a prescription slip necessary even if I have perfect (20/20) vision?
Yes. Colored lenses are medical devices that should be fitted by a licensed eye care professional, even for people who do not need vision correction. We do understand that most of our customers have perfect eye vision. However, yearly eye exams are recommended to maintain healthy vision.
Why do I need to submit my contact prescription?
Pinky Paradise strive to provide the best care possible to our customers. As such, we have implemented a verification system that is in compliance with the FCLCA and Rules for USA and South Korea customers. Under the Fairness to Contact Lens Consumer Law (FCLCA), we are required to verify your contact lens prescription.
I want to purchase non-prescription contacts. Do I still need a prescription?
Yes, you still need a current, valid prescription to make purchase. Even for contacts that do not correct your vision, a prescription is required from an eye care professional as non-prescription contacts are still medical devices and subsequently, they cannot be legally purchased in the United States and South Korea without a valid prescription.
My eye doctor didn’t provide me with prescription slip. How can I order?
No Problem. If you do not have a prescription slip with you, we can verify your prescription directly with your eye care professionals. You may choose the option ENTER MANUALLY; Provide us with the necessary information, name and phone number of your eye care professionals.
Note: We will use this information to contact them and verify the accuracy of the prescription. Your eye care professionals has eight-business-hours to respond. If your eye care professionals does not respond within the required time, the prescription is verified automatically, and we may process and ship your order.
How to upload my prescription slip?
The most efficient way is to upload your prescription slip. The pop up for this will appear during your checkout process after you select your country as United States/ South Korea.
How to read my Rx?
The most efficient way is to upload your prescription slip. The pop up for this will appear during your checkout process after you select your country as United States/ South Korea.
OD - OD stands for oculus dexter, the Latin phrase for "right eye".
OS - OS stands for oculus sinister, the Latin phrase for "left eye".
OU - OU stands for ocular uniter, the abbreviation used If both the left and right eye has the same diagnosis and prescription information.
Sphere (SPH) - This indicates the amount of lens power, measured in diopters (D), prescribed to correct myopia (nearsightedness) or hyperopia (farsightedness). The spherical power of a lens is indicated with a plus sign (+) for hyperopia and a minus sign (-) for myopia. PinkyParadise only supply Myopia lenses at the moment.
Cylinder (CYL) - This indicates the amount of lens power for astigmatism. If no cylinder power is noted, either you’ve no astigmatism or your astigmatism is so slight that it is not really necessary to correct it with your eyeglass lenses. PinkyParadise do sell colored contacts for astigmatism, check out our Toric lenses.
Axis - This describes the degree and direction of your astigmatism. The axis is a figure which determines the angle of the correction needed to see clearly, measured in degrees from 1 to 180.
Base Curve (BC) - The base curve determines what type of fit is required for the lens to meet the curve of your eye. This is usually written in millimeters or sometimes with the words: flat, median or steep.
Diameter (DIA) - The diameter of a lens determines what length of width that best fits your eye. It measures the width of a lens in millimeters, from end to end.
My vision hasn’t changed, but my prescription slip expired. Will l still be able to purchase contacts?
You shouldn't order contacts with an expired prescription. You will need a current, valid prescription to make purchase. It’s important to schedule a regular eye exam to protect your eyes and overall health.
Please make sure you have provided accurate prescription information before placing order. If your order does not match your prescription, we will cancel your order and initiate a refund. Please understand that this is the best way we can be sure we have complied with the Federal Law. Again, we sincerely appreciate your cooperation and patience throughout this process.
What payment options do you have?
We only accept credit/debit cards issued by Visa and MasterCard. When selecting this option at checkout, you will be directed to 2 secured payment gateway called Pay Dollar or Stripe to enter your card information. You may refer to our How-To Purchase guide with Stripe.
Why my transaction is not completed?
Here several reasons your transaction cannot go through,
1. Bank Denied - Bank refuse to complete the payment. (The Most Common Reason)**Kindly call with your card issuer / bank for authorization this particular transaction.
2. Invalid card Information including card holder name, card no., expiry date & security code.
3. Card declined due to insufficient fund, invalid card type (Amex & Discover).
4. Loading Error - Slow internet connection during transaction, the transaction process has time out.
5.User click "Cancel Payment / back to PinkyParadise.com".
What to do if my order is unsuccessful?
If your payment is declined, then you will need to place your order with us again because the order has been frozen automatically. No payment will be taken for unsuccessful orders. To help ensure your order is not declined in the future, we suggest checking the following:
1. Ensure your card details are entered correctly.
2. Your card issuer may have declined your payment, please check with your card issuer for further support.
3. Clear cache and delete cookies or change browser to purchase again.
4. Contact firstname.lastname@example.org for further assistant
I have duplicate order. One is paid and the other is unpaid (or status shows as 'new'). How to cancel the unpaid order?
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 email@example.com
Can I Pay with PayPal?
We are regret to inform that PayPal has been discontinued since June 2015 due to their new policy that no longer available for circle lens sellers.
Can I refer the value shown when I change the currency in the website from US$ to other currencies?
The currency shown that is not in USD is strictly for reference purposes only. The figure/value might change depending on the global currency exchange rate at the point of purchase. We will not be responsible for any other value displayed when you proceed to payment in Pay Dollar as they will re-calculate the amount back to USD using the current exchange rate. All transactions are charged in USD.
Do you accept Gift Card?
We do not accept Gift Card as many banks does not allow it to be used for International online transaction.
Do you ship to my country and how much is the shipping fee?
We offer worldwide shipping to almost everywhere except Afghanistan, Anguilla, Antigua and Barbuda, Belize, Bhutan, Belarus, Burundi, Bolivia, Bouvet Island, British Virgin Islands, Chile, Central African Republic (CAR), Curacao, Cuba, Congo, Dominica, Ecuador, Gambia, Grenada, Guinea Bissau, Guatemala, Haiti, Honduras (Rep.),Iran, Iraq, Jamaica, Lebanon, Libya, Liberia, Malaysia, Mali, Nepal, Nicaragua Palestine Territories, Paraguay, Russian Federation, Saint Kitts and Nevis, Somalia, Sudan, South Sudan (Rep.), Syrian Arab Rep., Tajikistan, Tokelau, Turkmenistan, Ukraine, Uganda, Venezuela, Yemen and Zimbabwe . Go to shipping page to check in detail if your country is on the list!
Why is it recommendable to pick DHL Express for your order?
For customers that pick DHL express for your shipment, you'll have the flexibility to receive your shipments at your own comfort with DHL Express’s On-Demand Delivery (ODD) service.
You will be notified by email/sms to pick a delivery date and time that works best for you and it is totally free-of-charge when you use DHL Express. ODD service offers 6 flexible options to manage your delivery, learn more here.
Can I schedule the date and time or address of delivery for my order?
Yes you can when you use DHL Express for your order. DHL ODD is giving you 6 alternate options for maximum flexibility and greater control over your delivery.
* Deliver my Package on Another Day: Scheduled Delivery
* Deliver my Package to Another Address: Alternate Delivery to work or family
* Deliver my Package at a Safe Place: Authorize Shipment Release
* Deliver my Package with Neighbor: Leave the package at your Neighbor, Reception or Guard
* Deliver my Package at a DHL ServicePoint: Hold for Pick‐up Collection
* Request to Store my Package: Vacation Hold safekeeping your parcel up to 30 days
Do you ship to USA now?
Yes! We provide worldwide shipping including USA.
Do you ship to PO Boxes?
Yes! We do. Only Standard shipping method can deliver the package to PO boxes.
Do you ship to Military addresses?
Yes we do! Just follow the regular checkout process and enter your appropriate APO/FPO/DPO address in the shipping section. Choose Standard shipping method as it is the only courier service that deliver to military address.
Has my order been shipped?
You can always log onto your PinkyParadise 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, go to tracking page and follow the illustration provided inside.
Is the custom tax included in the price?
No, recipients 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.
When will I receive my order?
The shipping delivery process will only be conducted during business days excluded weekend and Public Holidays.
o DHL Express/ UPS Express: Should receive within 2-5 business days.
o FedEx/Aramex Express : Should receive within 4-7 business days.
o Aramex Normal : Should receive within 9-14 business days. Orders will be shipped with Aramex Express and work with your local post office to offer an expedited delivery process.
o SF Economy Express/ EMS/ Asia Express : Should receive within 7-10 business days.
o Standard Shipping : Should receive within 21-30 business days or 30-99 business days depending on your country.
Why the tracking of my parcel shipped with Aramex Normal is not updated?
Aramex Normal shipment is handled by Aramex E-Commerce Parcel Express . Once it reaches your country ,your package will be handed off to a different local courier service. The tracking might stop momentarily during this transition process. Please note that your tracking number may be updated under the new carrier.
- Kindly be reminded that Aramex Normal requires 9-14 business days to complete the delivery although we do hope that it will reach you sooner!
My package status shows as delivered, but I didn’t receive it yet?
We highly recommend you to contact the shipping company for express shipping and local post office for standard shipping (with the tracking number provided) for more information on the status of your order. If you are living in residential area the package might has been delivered to the front office or building manager. Kindly check with them as well .
If your package is nowhere to find, immediately email to firstname.lastname@example.org, so that we may further assist you to get your package. We will take all necessary measures to ensure you get the item you paid for.
Why is the shipping delayed on my package?
Please do not worry! Normally the packages definitely get delivered within the ETA provided. However, sometimes your package delivery may be delayed due to local customs checking, natural occurrences, influx of packages, air and ground transportation strikes. It is highly recommended to check this matter with local shipping company website. Please be note that Pinky paradise does not hold any responsibilities for any delay happened due to the circumstance listed above.
Why my tracking status is 'origin post is preparing shipment' and stays the same for quite some time?
If you are American customer, you will frequently see this tracking status. For your information, this status means the products are on their way. This is because USPS does not update the status regularly on the status. The status will be changed once the products are delivered. Your patience is greatly appreciated under this context. For standard mail users, please be reminded that shipping days are between 21-30 business days.
How to find my order status?
You may see these 2 common words appear on the ORDER STATUS which are the following:
Yay, your purchase is completed. Products are in the midst of processing, i.e. packaging, stamping and handling by Pinky paradise staffs. Normally, it will take 1- 3 business days of processing irrespective of the sizes and quantity.
We’re super excited to tell you that your order has been shipped. TRACKING NUMBER will be updated in your account.