FAQ
The page lists frequently asked questions from customers and answers the FAQ in details, including questions related to products, shipping, orders and so on.
ABOUT PRODUCT
Yes! icoice's lenses are available with prescription. If you have normal vision, you can choose plano lenses (0.00). Otherwise, Please consult your eye doctor to confirm the diopter counts before placing an order.
ICOICE currently doesn't provide colored contact lenses for astigmatism. Please check your eye prescription carefully before purchasing.
Due to different factors such as lighting, camera lens filter, surrounding color, and original eye color/eye shape, lenses' actual look on eyes might look different for different people. Please consider these differences before placing your order.
Please order two different boxes of colored contact lenses with different diopter to fit your eyes.
Our monthly and yearly disposable colored contacts are 2 piece per box and we sell them by 1 Pair
How to put contact lenses?
Step1: Take the lens out from the packet gently after washing and drying your hands.Then make sure you are holding the correct side of the lens.
Step2: Hold up your upper eyelid and pull down your lower lid,then use the index finger to gently place the lens.
Step3: Look up and down, left and right after putting the lens in so that it will settle into place, then close your eye in a while.
Step4: Do again for the other eye through simple steps!
How to remove contacts?
Step 1: Wash and dry your hands thoroughly before touching your eyes.
Step 2:Use your clean hand to gently pull down your lower eyelid, then pull up your upper eyelid.
Step 3:Using your index finger and thumb to pinch the lens gently.
Step 4:Look up and slide the lens down gently so that the lens
1.refer to the lenses picture, not the model, since different people have different eyes color
2.If you just need natural, we suggest choose single color lenses.
3.If you want to bright out, you can directly choose from the hot sell
4.no matter light color eyes or dark color eyes, it is the best when the structure hit your heart.
Please soak your lenses in a care solution that is exclusive for contact lenses for 24 hours, then rinse and scrub your lenses gently.
Check the two sides before wearing lenses to avoid uncomfortable experiences, such as irritation, dry eyes，blurry vision, etc.
Use lubricating eye drops specifically designed for contact lens wear. If dryness persists, consult your eye care professional.
1.Always wash your hands before wearing, removing or handling your contact lenses.
2.Do not lend, borrow or share used contact lenses, otherwise, it may lead to infection or even blindness to eyes.
3.Please take off your lenses before sleeping.
4.Insert lenses before putting make-up on around eyes, and take off lenses before taking make-up off.
5.Please do not attend any water sports when wearing lenses.
6.New contact wearer wears less than 4 hours a day. When your eyes adapted to the lenses, you can wear them longer, but do not exceed 8 hours a day.
Our products can be stored for up to 5 years. You can find the manufacturing date and expiration date on the packaging.
If the goods have any faulty and issue with your order when you get the parcel, contact us within 24 hours!
Please enclose the picture and tell us the details of the issue, we will check and solve it for you as soon as possible.
ABOUT SHIPPING
Yes, we ship all over the world. Shipping will be free.We run discounts and promotions all year, so stay tuned for exclusive deals.
All of placed orders will be processed and dispatched within 24 hours.Some items with high prescription and shortage may expereince possibly delayed dispatch for 1-2 days because of customization and stocking. Please understand.
After the package is sent, you will receive a confirmation email. You can see your tracking number in the email(Sometimes in the Spam box), please use the tracking number to check on the website https://www.17track.net/en.You can also log in to the member center to check your order!
We currently ship to USA ,Canada, Australia, EU via USPS, . The estimated delivery time is between 8~12 business days. Depending on various factors, including local postal service hours, customs clearance, weather, etc., there may be some delays in delivery time.
First of all, please check the delivery status of your parcel with the tracking number we sent to you via email. Then, please contact your local delivery service company such as USPS and Canada Post. If you still can't find your parcel, please contact our Customer Service via email: icoice@service.com
Policies on duties and tariffs may be different in different countries. It is the customer's responsibility to pay required taxes and fees of your local government. The price on our website does not include these charges. These fees are paid to your local carrier or government and are not collected by icoice. For detailed local duties and tariffs information, we recommend you consult your local customs office.
ABOUT ORDER
If your order has not been processed, you can change the order information within 2 hours after you complete your payment. Please contact our customer service team and provide us with the order number and correct information you want to change.
Our staffs work speedily to get all orders processed and shipped out,therefore we are unable to change anything once order have been processed, such as shipping details, quantity of item, color and diopter counts.
Please make sure all the information is correct when you checkout.
1.make sure the email you leave in this order is right and can receive email.
2.our inform email is service@icoice.com.
3.If you even counldn't find the email in the trash box.
4.Check if your email box is full, if the email box is full, you can not get any email.
If your order has not been processed, you can change the order items within 2 hours after you complete your payment. Please contact our customer service team via email service@icoice.com with the order number and the order items you want to change.
If your order has not been processed, you can cancel the order within 2 hours after you complete your payment. We will process your payment cancellation and refund within 15 business days.
It is a pity that we do not provide exchange service for anyone. If your order have any faulty or issue, contact us within 24 hours once you get the parcel.
Please turn to Return/Refund Policy and get more details.Our customer service team will solve your problems as soon as possible.
After you place an order: If you notice a mistake, contact us immediately. We’ll instruct you on the next steps.
When you receive a package: Check the sides of lens boxes (for your prescription) before opening. If you notice the brand, type, or prescription is wrong, contact us immediately.
If you have received the items that do not match your order, please contact us via email service@icoice.com with your order number and the picture of the items within 2 days after you received it.
Please enclose the picture and tell us the details of issue,we will check and solve it for you as soon as possible.
There are two possible reasons.
1. Check if you have purchased the correct diopter and base curve according to prescription.
2. Check the shape of the lens to make sure it has not turned inside out, otherwise, it will cause discomfort, and will move around when you blink.
For Buy X Get Y Free (BXGY), means when you add over (X+Y) Pairs to the Cart, Y Pairs is Free. For example, B2G1 means there are ≥3 pairs in your cart, and you only need to pay for 2 pairs by applying the code [B2G1]. By the way, we don't accept leave code in note and ask for extra pairs.
Return & Refund
For more information, please refer to Return & Refund Policy
If you can not find your desired information, feel free to contact us via email: service@icoice.com