FAQs
Frequently Asked Questions
Ordering
Are contact lens and eyeglass prescriptions the same?
Contact lens prescriptions and eyeglass prescriptions are not the same. They are significantly different because eyeglass lenses are positioned approximately 12 millimeters from your eyes, whereas contact lenses rest directly on the surface of your eyes. The power of a contact lens will be slightly less nearsighted or slightly more farsighted.
How can I order if my eyes have different powers?
Two lenses are packed into one box in the production line. If you need independent powers for either eye and both powers are available, you may consider buying pairs of both powers and mixing them before use. Check out our active promotion offers on this page and redeem codes accordingly during checkout. Plus our lenses feature prolonged shelf life and can be stored for a long time when unpacked.
What offers do you have and where can I put discount code when placing order?
For now we have 2 major offerings as follows (alongside their requirements):
- Buy 2 Get 2 Free with Code TL2: cart must contain 4 or more items;
- Buy 5 Get 5 Free with Code TL5: cart must contain 10 or more items.
With either code applied, the value of the most inexpensive item(s) will be deducted from total.
To view all our active offers, check this page.
Do you take wholesale orders?
Yes, we do. We offer a well-planned wholesale program that caters for both new and experienced entrepreneurs with a casual process flow that is so convenient!! Please check all details on the Wholesale page.
Why can't I find my prescription on product option?
If your preferred prescription is not showing in the list, this means that your prescription is sold out for the time being.
How long will my order be processed?
Each order will be processed within 48 hours excluding weekend and public holiday.
I have duplicate order. One is paid and the other is unpaid. How to cancel the unpaid order?
Please do not worry, 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 info@twinklens.com as soon as possible.
Is the product price for one pair or for one lens?
The price given on the website is for one pair.
When will you restock / how often do you restock?
We do not have an exact date when the new stock will arrive. However, the estimate time is within 1 month. The website will be updated once the particular lens has restocked.
Do you have (+) plus prescription for farsighted?
All our lenses come with (-) prescription which is for Nearsightedness. We do not have any lenses for Farsightedness (+) prescription for now.
Which Diameter / Base Curve / Prescription should I have?
Please consult with your optometry to get the correct prescription/base curve and diameter of your both eyes.
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.
My products defect, what should I do?
Please contact info@twinklens.com immediately. Or you can refer to our Refunds & Returns for more information.
How should I know the product you sell is authentic?
We've been selling authentic colored contacts since the beginning of our business and customer safety is always our priority. You may see a lot of positive review in Google / Facebook/ Instagram.
Shipping & Tracking
Do you ship to the US now?
Yes we do ship to US. Please note that you need to attach your prescription slip when ordering. Please refer to link: PRESCRIPTION VERIFICATION.
How to track my order?
There are a few steps to track your order:
Check your ORDER STATUS first
Make sure the status is SHIPPED
Only when products are shipped, then you will be provided with TRACKING NUMBER
Once you obtain your tracking number, you can click Track My Order to track the order status.
How much is the shipping cost?
We offer free worldwide shipping by Global Mail for all orders. If you need express shipping, please select the country you are located in to check the shipping cost.
Is the custom tax included in the price?
No, recipients are 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 customs of respective country.
When can I receive my tracking number for Global Mail?
For Global mail, your tracking number will be updated within 48 hours.
Product Information
What are you lenses made from? Are they safe to wear?
The lenses are made from polymacon/hema and water. The percentage of water content is usually 38-40%. Yes, colored contacts are generally safe and are approved by International Certificates such ISO and CE. But precaution is always needed. Please read our Wear & Care guide for more information.
What are the most natural contacts you have?
Depends on your eye color and the color you wanted for your eyes to naturally appear. You can refer to Natural collection for more info we recommend you to choose the same color lens with your original eye color for a better result.
Is there any difference between 14.0 mm and 14.2 mm diameter lenses?
The main difference would be the size and the effect it brings out.
What type of multipurpose solution should I use?
You can use all types of multipurpose solution to soak your lenses. However, we advise you to refer the quality of the solution before choosing them.
Payment
Why is my transaction not complete?
Several reasons your transaction cannot go through.
- Bank Denied - Bank refuses to complete the payment. Please kindly call your card issuer / bank for authorization for this particular transaction
- Invalid card details including card holder name, card no., expiry date & security code.
- Card declined due to insufficient fund, invalid card type.
- Loading Error - Slow Internet connection during transaction, the transaction process has timed out.
- User clicks "Cancel Payment"
Why I haven’t received a response from customer service yet?
Please allow us at least 2 business days and please be noted that we are not operating on weekend. All the emails on weekend will be replied on the next Monday.
Feel free to contact us info@twinklens.com should any concerns arise.
