FAQ

About Products

Do Eyelily Contact Lenses come with a prescription?

Yes! Except the series of lenses for cosplay, all contact lenses of the rest of the series are available with prescription.

Consult your eye doctor to confirm the diopter counts before ordering. If you have normal eyesight, or you don't need the prescription, please choose -0.00 when place an order. 

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

Due to variable factors, such as light, camera lens filters, surrounding colors, original eye color/ eye shape/ makeup, etc., the color of the lenses may vary and look different. Such cases should be acceptable.

Kind Remind: Please contact us within 24 hours after you have received your lenses if you have any doubt about your lenses. Please don’t forget to enclose the lens picture so that we can check for you.

    How to take care of contact lenses.

    1. Clean and disinfect the lens with moderate care solution (Place the contact in the palm of your hand. Wet your lenses with a few drops of care solution and carefully rub the lenses).
    2. Use fresh care solution each time and discard solution from lens case after each use.
    3. Remember to change solution regularly if you do not wear the lens often.
    4. Rinse and scrub your lens every 2-3 days to prevent protein precipitation effectively.
    5. Keep the lens away from sharp objects because the lenses are very thin and vulnerable. 

      About Order

      Can I amend my order?

      You can cancel your order and exchange the items through our customer service email (service@eyelily.com) before the package has been shipped out, which requires you to contact us within 12 hrs after the order is placed. Once your order has been shipped out, we are not able to make any changes.

      Please make sure all the information is correct when you check out.

      Please turn to Return & Refund and get more details.

      When can I get the parcel?

      All of placed orders will be processed and dispatched within 48 hours. Some items with high prescription and shortage may experience possibly delayed dispatch for 2-3 days because of customization and stocking. 

      It will take 16-25 business days for shipment on normal situation. Please kindly be noted that shipping time has been affected by the Customs clearance policies since the Covid-19 happened. More stringent security checks get clearance time progressively longer. Therefore, delivery time will fluctuate slightly.

      For more information, please check our Shipping Policy

      Where is my order, and How can I track?

      Get your tracking number through your own account, and Track your Order HERE

      Receive the Faulty goods?

      If the goods have any faulty and issue with your order when you get the package, please enclose the picture and tell us the details of issue to the Eyelily Customer Team (service@eyelily.com) within 24 hours after you get the package! We will check and solve it for you as soon as possible.