Frequently Asked Questions

1. Do you sell frame without lenses?
   Yes, you can purchase frames only without lenses. If you decide you would like to purchase lenses later, you can send your frames back to us and we will add prescription lenses to them.

2. I have just placed an order, will it be processed immediately?
   If your order has been received on a business day before 10am, it will be processed on the same day, otherwise on the next business day.  If you have placed your order on a weekend or on a public holiday, it will be processed on the next business day. 

3. Can I have mix products in an order?
   Yes, you may. You can also have a mix of colours but kept at the same product and not across.

4. I made a mistake when ordering. What should I do?
   Call, Whats'App or email us as soon as possible. This is because we process orders as quickly as possible to ensure you receive your glasses at the earliest. For this reason, please double-check your prescription and shipping information before placing your order on our website.

5. Do I need a prescription to place an order for contact lenses?
   Yes, as mandated by the Singapore Optometrists & Opticians Board (OOB), a valid contact lens prescription and an eye health assessment are required for the purchase of contact lenses. Get a free eye test from our certified optometrists at our stores that offer contact lens services.

6. Why can't I use my glasses prescription for my contact lenses?
   Prescriptions for eyeglasses and contact lenses are different as contact lenses are placed directly on the eye, whereas glasses sit on your face, about 12 mm away from your eyes. Thus a different prescription strength is needed for each type of corrective eyewear. Additionally, contact lenses fit the size and shape of your eye, so contact lens prescriptions also include information about lens curvature and width. 

7. I ordered a wrong contact lenses power by mistake and only realised once I received my package, what can I do to get the box/boxes exchanged?
   You can request us for an exchange, we usually entertain a request for an exchange within 14 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.

8. My order is not here yet. Who should I contact?
   All online purchase takes 3-4 business days to be fulfilled. Business days refer to Mon-Fri only. Should there be any delay, the customer will be informed on the next business day after a purchase has been made. Online orders cut-off timing is at 3 pm daily. Orders coming in after 3 pm will be processed on the next business day. For online purchases with eye-check, the fulfillment period starts after the eye check is completed and the prescription is reaffirmed by the attending optometrist.

9. How will I know my item is on backorder?
   You will receive an email at the address you provided to inform you that your item is on backorder. You will also receive a call from our customer service department to ask you how you would like to proceed with your order.

10. How long is the expiry date on the contact lenses?
    All contact 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 contact lenses are over 18 months in expiry, we will not entertain any requests for refund or exchange.

11. How to check if my order is ready for self-collection?
    For self-collection at our store, you will receive a SMS notifications once the order arrived at the store. Please do not visit the store prior to the status update to avoid disappointment. Change of self-collection store request can only be approved if the item is not yet out for delivery. Delays in order fulfillment are expected for such requests.

12. I already have my prescription. Can I use it to make my progressive glasses?
    Progressive eye prescriptions require special care, where an individual’s eye condition is tailored to their prescription. During this eye test, our optician will measure key unique personal features such as pupillary distance, pantoscopic tilt and habitual reading distance to ensure an optimal wearing experience. To follow legal guidelines and provide the best possible service, we require an appointment to see our optician /optometrist to ensure every detail of your prescription is correct and the frames you’ve picked are best fitted to your face.

13. I need to change my appointment. Can I reschedule?
    Yes. Please email: leongyewoptical631@gmail.com or drop us a WhatsApp message. Alternatively, you can call us directly to reschedule.

14. There is a scratch on the lens. Can you do something about it?
    In the event where the lenses are damaged due to scratches, we are unable to repair or remove the scratches on the lenses. 

15. What after sales service do you provide?
    We provide these after sales services free of charge: change of nose pads, adjustment and tightening of screws, adjustment of fitting and eye test.

16. Need More Help?
    Still have unanswered questions? Don’t worry! Our experts are always here to help. Please contact us via the following:
          6241 6326
          9139 9473/ 9722 1810
          leongyewoptical631@gmail.com