Olens Contact Lens FAQ

FAQs

How long is the expiry date on the lenses?

All lenses shipped will have an expiry date of at least 1 year and 6 months (18 months), there may be a possibility that in one order, there can be boxes of multiple expiry months and years.As long as the lenses are over 18 months in expiry, we will not entertain any requests for refund or exchange.

Is it safe to wear lenses to swim or sleep in my lenses?

It is recommended to wear goggles for safety. However, if you must wear contacts just for swimming, please wear daily disposable lenses that are meant to be worn and thrown away without ever cleaning or disinfecting them. However, water from swimming pool and sea contains dirt and germs and it will increase the rate of corneal infection when wearing contact lenses (decrease in the metabolism due to lack of oxygen). Bi-weekly, monthly disposable and conventional lenses are not recommended to be wearied for swimming as micro-organisms such as acanthameba found in pool, can contaminated with your contact lenses. It is NOT recommended/ safe to sleep with daily wear lenses. Your eyes are exposed to increase risk of infection due to a lack of oxygen supply.

Please consult your Eye Care Specialist if you need.

How to I make sure that my lenses are clean?

Do follow the COMPLETE 7 Steps to Healthy Lens Wear which are:-
1) Wash and dry hands before putting on or removing lens.
2) Always clean and air-dry contact lens case.
3) Rub your lenses for extra cleaning or base on your optometrist advice.
4) Do not wear lenses beyond recommended period.
5) Never reuse solution.
6) Do not touch tip of solution bottle to any surface.
7) Remove/stop using lenses if you experience unusual eye symptoms.

Practice the above and you can be rest assured your lenses are clean and safe to wear.

How many hours a day can I wear my contact lenses and what should I do when experience dry eye symptoms when wearing contact lenses for long hours?

The recommended period is 8 hours a day. Again, the hours of wearing varies depending on the condition of the eyes of different wearers. Some may have dry eye symptom and can only wear 4 hours while some may suffer from sensitive eyes and may only wear for a short period of time. Follow the instructions of your Eye Care Specialist and always be alert on your eye condition. If at all you feel dryness while wearing lenses, it may be due to the environment that you are in air conditioned, windy, low level of humidity countries and etc, use a contact lens lubricating drops such as BLINK contacts eye drop. It contains Sodium Hyaluronate (HA), a natural ingredient that can be found in your body that is able to hold water 1,000 times its weight. Also, it is gentle to the eyes as it is preservative free.

How to choose the right colour?

This is usually the most difficult question for a first-time wearer! And it all boils down to this: What kind of person are you?
For instance, if you are a bold person:
* If your natural eye color is brown, you might choose contact lenses in violet, green, or blue.
* If your skin, hair, and natural eye colors have cool, blue-red undertones, you might choose a warm-toned contact lens such as light brown.
* If your skin is dark, you might choose bright-colored lenses.
* Do you wear eye makeup? Choose a contact lens color that will stand out from the shadow and mascara colors you like to wear.
If you are a shy person or just want a natural look:-
* If your natural eye color is blue, you might choose contact lenses in gray or green.
* Another option is an enhancer lens in blue, which would define the edges of your iris and deepen your natural color, but not change it dramatically.
* If your skin, hair, makeup and natural eye colors are warm-toned, you might choose a warm color contact lens such as hazel to match and blend in.

Should I put on my contact lenses before or after applying cosmetics?

Put on your contact lenses before applying cosmetics and remove your lenses before removing your cosmetics. This is important as we do not want to have any foreign cosmetic chemicals or particles on your fingers to come in contact with the surface of your lenses.

How should I arrange my workstation to care for my eye sight?

The ideal distance between the monitor and your eyes must be 20 to 30 inches from your face. If the distance is greater or less than this, it could cause problems in vision and posture eventually. Do not position the monitor at an angle. Make sure the light does not reflect from the computer screen. If bright light from the window falls directly onto the screen, rotate your workstation to avoid it. If this is not possible, tone down the light coming in with blinds or shutters. It is good to have your work area well lit but it becomes pointless if the bright lights are going to bounce off the computer screen. Organize the lighting so that the illumination is comfortable for you.

What should I do if I have red eyes?

Seek help from a doctor immediately. Identify its cause and seek treatment according to the doctor’s advice.

What's the role of graphic diameter?

Graphic diameter is the width of the graphic area where the colors, patterns are located. Enlargement effect depends on the graphic diameter of the contact lens. So if the graphic diameter is big (over 13.3mm), it can make your eyes look bigger and give dolly eye effects. But if the graphic diameter of the contact lens is small (11.9m~13.1mm), it fits naturally on your eyes that people cannot notice that you wear the contact lens.

What's the difference between Diameter and Graphic diameter?

Diameter (DIA) is literally the diameter of the contact lens meaning the total width of the contact lens. Graphic diameter is the width of the graphic area where the colors, patterns are located.

Can I re-use 1day disposable lens for more than one day?

Contact lens is manufactured in different duration, with different materials, water contents, etc. 1day disposable lens is designed for a short term using purpose. So it may lead to eye illness or make you feel uncomfortable if you wear it for more than one day. For your eyes health, you must not re-use 1day disposable lens.

I just store my monthly lens in a closed lens case with the solution for a month, not wear. Can I use it for next month?

The recommended wearing duration is not related to the number of wearing. Even if you don’t wear it every day, even if you just store it in a closed lens case with enough solution, you must not wear it if the recommended wearing duration is over after open. The recommended wearing duration starts from the first opening day, regardless of whether it is worn or not.

Why is the actual color different from that on the website?

By various conditions such as lighting, your original eye color, and shape that it may look different from the pictures. Please consider the variation before purchase.

You can refer to our “Review” page, where there are Customer review, Staff review, Youtuber review. On Customer review, our customers from all over the world leave many real reviews about the colours, patterns, comfort of products, shipping service, etc. And you can see using filter by origin eye shade, skin tones to help you find your favorite contact lenses.

What is Puscon?

Puscon is biocompatible hydrophilic contact lens material. It is the material also used for crafting artificial blood vessels for cardiac surgery as it has the same molecular structure as our bodies.
Additionally, Puscon pulls water from the air to form a solid moisture barrier on the surface of the contact lens, which prevents evaporation and provides moisture for 12 hours.
The moisture barrier of Puscon also can keep the lens surface always clean. Its moisture barrier repels fine dust, pollution, and protein build-up.

Puscon material provides enough oxygen and protects the eyes from UV rays.

When I received a product, the outer box was open. Is it defective?

If you received the product’s outer box opened, it’s due to frequent moving and environmental changes during international shipping. You don’t need to worry about wearing the contact lens sealed in each blister inside as it’s individually sealed and hygienically processed. Only the open of the product’s outer box cannot be the subject for refund or exchange.

I have signed up to olens.com.my but cannot login with my password. Why?

One of the possible problem is that your account is not verified. A email with verification link had been sent to your registered email address for verification, please click on the verification link to activate your account.
Alternatively, kindly contact us at sales@olens.com.my for technical assistance.

I have a user account with olens.com.my but forgot my password, what should I do?

It is easy, go to My Account page and click on the Forgot Password link. You will be prompted with a window and please enter your email address (it must be the same email address you registered with olens.com.my. The password will be sent automatically to the registered email address.

I have a user account with olens.com.my, how do I change my personal info and shipping address?

Go to My Account page, login and you can modify your account details there.

Can I buy from olens.com.my without creating an account?

Unfortunately no. However once you have created an account with us, it will be easier for you to shop with us next time. Just use your login (your email address) and password next time you shop with us. All your personal and address information will be automatically retrieved from your account.

How long is the expiry date on the lenses?

All lenses shipped will have an expiry date of at least 1 year and 6 months (18 months), there may be a possibility that in one order, there can be boxes of multiple expiry months and years.As long as the lenses are over 18 months in expiry, we will not entertain any requests for refund or exchange.

How can I change the address and options for the products?

Before you make a payment, we ask you very carefully to check the order details such as prescriptions, address, and total amount. Once your order has been submitted successfully, it’s hard to change these details.

If there’s anything wrong, you can cancel the order at “My Order” > “Tracking Order” page by yourself within 15 minutes right after the order is placed. If you miss this chance, please contact Customer Service as soon as possible. You can ask us only cancelation of the order, not the change of options such as the degree or the design of the products in the “Order Received” Status.

Once your order is in a “Shipping in process”, no further changes can be made. For exchange or cancellation, you must return the product in its original state within 30 days from ordering.

For more information on returns, please check the Return section.

I ordered a wrong power by mistake and only realised once I received my package, what can I do to get the box/boxes exchanged?

You can email us for a request for exchange, we usually entertain a request for an exchange within 7 days of you receiving the order.You will need to pay for shipping back the boxes to us and will need to pay for the correct lenses to be shipped to you.Please note: We do not accept any opened or damaged contact lenses boxes for exchange.

I have received a few emails from olens.com.my. What are Orders Received, Orders Processed and Order Shipped?

Order Received: This email informs you that olens.com.my has received your orders and will process it as soon as possible.
Order Processed: This email confirms olens.com.my has processed your order.
Order Shipped: This email confirms that olens.com.my has delivered/shipped the order to your shipping address.

What kind of delivery service olens.com.my offer ?

We are charging a fee for GD Express (GDEX) services for all items on Olens.com.my. It takes us 1-3 working days to prepare your order. It usually takes courier services 3-5 working days for West Malaysia and 10-30 working days for East Malaysia to deliver your order. In the event of overloading due to strict sop during this full lock down, it will take them longer to deliver. Do contact us at cs@olens.com.my if there is a delay in receiving your order. We will do our best to help track your order.

How can I track my package?

Once your order has been shipped, you will receive tracking information by email. Simply use the tracking number provided to track your package’s most up-to-date delivery information online. If you are a member of olens.com.my, you can also track the shipment on your account page.

Each delivery carrier’s site is below.
GD Express : https://www.tracking.my/gdex
SF Express : https://www.sf-international.com/my/en/
DHL : https://www.dhl.com/en.html

For more information, please check the shipping policy here.
https://olens.com.my/delivery-postage/

What kind of payment options do olens.com.my offer ?

Olens.com.my offers payment options as below:
METHOD 1: CREDIT CARD
Online payment via PayPal (Visa or Mastercard).
METHOD 2: For BANK-online or offline bank-in (cash) payable to Olens.com.my, our bank account information will be emailed to you after you have placed an order.
After bank-in, please email us to sales@olens.com.my the scanned copy of the payment slip with the following details:
1. Order reference no.
2. Your name and contact no.
3. Online bank in payment amount.
4. Date and time of bank in
Please note that order will only be processed after the online payment has been confirmed or after the cash is deposited.

How secure is shopping with olens.com.my?

We want your online shopping to be worry-free, so we use SSL (Secure Socket Layers), the industry standard encryption standard for online purchase. All of your personal information, including your credit card number, is encrypted by SSL while you are placing the order.

SSL encrypts your order information to avoid the decoding of that information by anyone other than olens.com.my. To check the security of your connection, look at the URL address bar of your browser window when you begin to checkout. If you see an unbroken key or a closed lock (depending on your browser), then SSL is active. When accessing a secure server, the first characters of the site address will change from “http” to “https”.

We endeavor to make every transaction you make at olens.com.my 100% safe. This means that you pay nothing if unauthorized charges are made to your card as a result of shopping at olens.com.my.
*SSL available only if you make payment through our payment gateway like (PayPal)

Can I return an item after it is delivered to me?

Yes, you can. However, there are terms and conditions for this. Please refer to the Return & Refund Policy link for more information on this.

I want to get a refund for my order.

Regarding refund, the items should be returned in its original state within 30 days from the date of order.

Please contact us to request a refund first before returning the items to us.

Please note that a partial refund is available with the reward point only.

The customer is responsible for all shipping costs of the return. The shipping fee is non-refundable. All transaction commission fees (example by Bank, Credit Card or PAYPAL) being charged will be borne by the buyer. Once we receive, we check the status of goods and process the refund with 3 to 5 business days. After you send us the items, please let us know the tracking number with your order number.

All refunds will be made in Ringgit Malaysia, we will not be responsible for any losses incurred as a result of currency fluctuations or exchange rates.

For more information on refund, please check the Return & Refund Policy.