Overview

Our company Noona Group SDN BHD has a 3-days return/exchange policy, which means you have 3 days to request a return/exchange after receiving the product. If 3 days have passed since goods successfully delivered , we can’t offer you a full refund or exchange. Furthermore, we kindly ask our customers to keep the received product (altogether) in their possession until the conclusion of the aftersales process.

Shipping Policy

Your order will be processed and shipped out from Softlens Malaysia warehouse or outlets within 2 working days (Local) / 7 working days (International).

In the case where item purchased is not available, order will be put on hold and a notice will be sent via email. Kindly send email to make replacement. Once replacement has been made, order will be processed within 1 working day. We will advise accordingly if there is any delay in delivery time.

If more than 5 working days have passed, and you have yet received the parcel, please email us at softlensmalaysia@gmail.com to review the status of your order.

Delivery Time & Fees

Domestic Shipping (across Malaysia)
Orders received will be processed and shipped out within 24-48 working hours during normal time. (Please expect delay during peak time and notice will be given in Instagram story.)

The delivery will take place within another 1-7 working days. Actual shipping costs will be reflected on the website automatically upon checkout based on delivery area.

International Shipping
International shipping is available in softlensmalaysia.com. Please contact us at softlensmalaysia@gmail.com for further assistance.

Estimate Delivery Time
Singapore – 3 to 10 working days
Other countries – 4 to 15 working days
**and delay could be subjected to customs clearance

Other Charges
*Please take note that delivery charge does not include any applicable import charges, taxes and duties by customs in your country. Customers are liable for these charges if any.
*Delivery schedule is based on courier company’s operation including special handling during peak season and public holidays.

Refund & Return Policy

Our Return policy lasts 3 days. Refunds and returns are solely authorized by softlensmalaysia.com. If 3 days have gone by since goods successfully delivered, unfortunately we cannot offer customer a refund.

To be eligible for a return, your product must be in its original condition, with the original label and unused or unused, with a label. If your return is accepted, we will send you a return shipping label. Return and Reissue item postage fee need to bear by yourself. Besides, items returned to us without requesting a return will not be accepted.

Which Item Cannot be Return/Refund
Our Refund and Return policy DOES NOT apply to the following goods: discounted or sale items. For any return request that fall under the below category will not be considered:

• Dislike the color/design/size of products
• Used item
• Products specially marked
• Purchased wrong item/power
• Promotion products/Clearance item

** These items are not eligible for return, refund or exchange.

Defective Item
Our Exchange policy last 3 days after box is opened. We practice Good Distribution Practice Management System and double check all goods before sending out to customers. However, unfortunately if customer have received a defective item, customer may request for an exchange. Customer should double check the goods before opening the bottle/vials/blister of contact lens, a video recording of product unboxing must be provided along. We have the rights to reject the request of return and exchange for any opened item. Exchange of item are only accepted if:

• Received wrong item
• Item is damaged
• Item is defective

Please contact us immediately so that we can evaluate the problem and solve the problem. Picture of defective/damaged item is needed along with picture of Lot Number (displayed on product box).

Order Cancellation
Orders that customer submit online are processed immediately and may not be cancelled, and customer may need to wait until customer receive the merchandise in order to return it.
Merchandise has to be returned within 7 days. Processing fee of RM 10 will be charged.
Customer may follow steps *How to Exchange an Item* for further actions.

How to Return an Item
To initiate a return, please submit a Return Form for our approval (please contact us first). Order ID and proof of defective(photos) are needed for the submission of Return Form.

Once the return is approved, we will send a confirmation email containing all details including return address, person in-charge and contact.

Customers are responsible for paying for all shipping costs for the returned item. Shipping costs are non-refundable. Customer should consider using a trackable shipping service or purchasing shipping insurance for items of value.

How to Exchange an Item

First, follow the steps on “How to Return an Item”.
After our store have received customer valid return, we will send customer an email to notify customer that we have received the returned item and notify customer of the acceptance or rejection of customer return.

If customer return is accepted, we will provide one of the following within a reasonable time: an exchange of merchandise for the item returned, a non-transferable merchandise credit (store credit), or another remedy that we determine in good faith is appropriate in the circumstances.

How to get a Refund
To be approved for a refund, such item must be unused and in the same condition that customer received it. It must also be in the original packaging. Once your return is received and inspected by our store, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

Processing fee might be charged in this circumstance. If customers receive a refund, shipping fees and processing fee (if any) will be deducted from the amount of refund. Refund will be given in the form of “Store Credit”.

Refund will be processed within 2 working days in the form of store credit. Store credit will automatically be given based on the refund amount. Such store credit has validity of a year to be utilized in next purchase.

Late or Missing Refund
If you haven’t received store credit for refund yet, please contact us via email.

Need help?

Contact us at softlensmalaysia@gmail.com for questions related to refunds and returns.