- When ordering from our online store, you are confirming that you have consulted your Eye Care Specialist and are fully aware of how to care for soft contact lenses. If lenses are damaged due to incorrect lens care, we will not be held liable for this. Due to the nature of the product, we can only accept returns if the lenses are found to be factory defective. .
- The colour of the lenses may vary in reality. Factors such as existing eye colour/skin tone/eye shape/makeup, etc, will impact on how the lenses look. Please carry out extensive research online, including via our Instagram page @MermaidEye.Beauty , to ensure that you have a better idea of how the lens will look. We cannot refund/replace lenses if a customer changes their mind about the colour after opening the lenses.
- The product must be unopened due to hygiene reasons.
- To avoid any Customs charges please clearly mark the package 'RETURNED GOODS'.
- All lenses are factory sealed and should not have any damage prior to being opened. Furthermore, all lenses should be scrutinized from the glass bottle prior to opening in order to identify any damage/tears as these are usually visible immediately.
Defective Contact Lenses
In the rare event where the lenses you receive are factory defective, we will exchange the lenses free of charge. Defective contact lenses may only be exchanged for the exact same color and series of lens. We cannot issue refunds for defective items. Please note that the defective lenses will have to be returned to us first, before we can exchange them. If your contact lenses are defective please notify us right away (within 7 days of receiving your shipment, we don't accept returns after 7 days). When returning defective lenses, please put them into a lens case that comes with your package containing lens solution and package them carefully to ensure they are not damaged in shipment. Contact lenses that are sold in vials can be returned in their original vials.
Instructions for returning goods
- If you wish to make a return, send us an e-mail, containing your name, address, e-mail address, the order number and a specification of which items that the return relates to.
- Ship the items for return within 7 days of the date of the notification.
- You are responsible for any damage incurred by items during the return shipment. We therefore strongly recommend that you send the products well packaged, in good condition and in their original box and/or packaging.
- If possible, please provide us with a tracking number for the return shipment.
- If a returned item is shipped internationally, mark as "RETURNED GOODS" to avoid any Customs charges. We are not responsible for any charges imposed on packages returned by Customs.
- Unless otherwise agreed upon, the refund will be processed through the same payment method you used to make your original purchase.
- If the product or packaging is used or damaged, we reserve the right to deduct any depreciation in value when refunding the product.
All sales are final. We only accept refund if your package returned back to us from custom during transit. We do not responsible for your package lost through transit unless the package returned back to us, we will process your refund right away.
Refunds and Exchanges
To be eligible for a refund or exchange, you must first email us at LoveMermaidEye@Gmail.com to alert us of the issue, then return the damaged item to us.
All enquiries: LoveMermaidEye@Gmail.com