FAQ
1. Ordering and Purchases
Q1: How do I place an order?
A1: Select the size, prescription, etc., on each product page, and click "Add to Cart" to proceed with your order. If you are a first-time user, registering an account will make the purchase process smoother.
Q2: Can I change or cancel my order after placing it?
A2: Changes or cancellations can be made before the product is shipped. If you wish to change or cancel your order, please contact us immediately at service@mail.eyelan.com.
Q3: I didn't receive an order confirmation email.
A3: If you haven't received a confirmation email after placing your order, please check your spam folder. If you still haven't received it, please contact customer support.
2. Shipping
Q1: What shipping methods and delivery times are available?
A1: The products you order will be delivered via domestic courier within Japan. Typically, shipments are made within 3-5 business days after order confirmation.
Q2: How can I check the status of my shipment?
A2: Once your shipment is dispatched, you will receive an email with a tracking number. You can check the status of your package using the courier’s tracking page.
Q3: Can I change the shipping address?
A3: Address changes are possible before shipment. Once the product is shipped, the address cannot be changed.
3. Payment
Q1: What payment methods are available?
A1: We accept the following payment methods on our site:
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Credit Cards (VISA, MasterCard, JCB, etc.)
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PayPal
Choose your preferred payment method for a simple and secure shopping experience.
Q2: I am having trouble completing my payment.
A2: Try clearing your browser’s cache and attempt the payment again. If the issue persists, please contact customer support.
4. Product Quality and Warranty
Q1: Is there a warranty?
A1: Yes, Eyelan products come with a one-year limited warranty from the date of purchase. The warranty covers damages from normal use. If there is any defect or damage, please contact us at service@mail.eyelan.com.
Q2: Can I get a repair or replacement under the warranty?
A2: If your product is covered under warranty, we will provide free repairs. If the product cannot be repaired, we will replace it with a new one. If replacement is unavailable due to stock, we will offer a refund or alternative solution.
Q3: What is not covered by the warranty?
A3: Warranty does not cover improper use, mishandling, or products purchased from unauthorized third parties.
5. Returns and Exchanges
Q1: Can I return a product?
A1: Returns or exchanges are possible within 30 days of receipt, provided the product is unused. To request a return, please contact us at service@mail.eyelan.com in advance.
Q2: Who covers the shipping cost for returns?
A2: For returns or exchanges within the warranty period, we will cover the shipping costs. For returns or exchanges outside the warranty period, the customer will bear the shipping costs.
6. Lenses and Prescription
Q1: How do I check my prescription?
A1: Please provide the prescription or prescription details from your optometrist. You can enter your prescription information on the order page.
Q2: Can I choose the type of lenses?
A2: Yes, we offer several lens options, including bifocal, single vision, and blue light blocking lenses.
7. Miscellaneous
Q1: Where should I contact for inquiries?
A1: For any questions regarding products or services, please contact customer support at:
Email: service@mail.eyelan.com
Q2: Do you offer gift wrapping?
A2: Yes, we offer gift wrapping options. Please select the wrapping option on the order page if you wish to have your purchase gift-wrapped.