Product Availability & Order Fulfillment Policy

Order Fulfillment Process

As part of preparing your order:

  • We carefully check product availability before shipping.
  • Orders are processed on a first-come, first-serve basis to ensure fairness.
  • All products are thoroughly inspected to meet our highest quality standards before dispatch.
  • Processing Time: Every order is processed within 1-3 business days, excluding weekends and public holidays. Slight delays may occur if an item is out of stock, usually due to delayed customer responses regarding alternatives or confirmations.

Out-of-Stock or Quality Issues

If an item is unavailable or does not meet our standards (e.g., sold out, only 1 unit/pair left, or differences in color, base curve, or diameter due to a different manufacturing batch):

  • Our customer service team will contact you promptly via email with alternative options.

Important Notes:

  • No Shipping Upgrade: Orders containing out-of-stock items cannot be expedited.
  • No Response: If we do not hear from you within 2 business days, the out-of-stock item will be removed from your order, and a refund will be issued.

Out of stock special cases

1. Promotional Items

If the item was purchased at a promotional price (e.g., Buy 1 Get 1) and becomes out of stock:

  • If no response or refund request is received, the item will be removed from your order.
  • Refund amounts will be adjusted according to the promotion.
  • Example: If 50% off applied, the refund will reflect a 50% adjustment.

2. Free Items

  • If the out-of-stock item was free, we will issue a 50% coupon code (up to the maximum discount available on our website) as a replacement.
  • No refund is available for free items.

Incorrect or Incomplete Order Details:

If we detect issues with your order, such as:

  • Shipping option not available or incompatible (e.g., PO Box for express delivery)
  • Incomplete or incorrect shipping address

We will contact you promptly via email to confirm the correct details.

If we do not receive a response within business days, we may:

  • Downgrade the shipping method to a suitable option,
  • Update the shipping option for successful delivery, or
  • Cancel the order if we cannot confirm the details.

Upsell Orders Prescription Confirmation:

For upsell orders placed after the original order confirmation, if the order contains items with various prescriptions, we will:

1. Contact you to confirm the correct prescription for each item.

2. If we do not receive a response within 2 business days, we will:

  • Randomly select from the options you originally chose, or
  • Proceed with a 0/0 prescription if no selection is possible.

Effective Date : 29th January 2026
Date updated