Frequently Asked Questions

I am a returning customer — how can I re-order?

Please contact us via WhatsApp. To help us re-order for you more quickly, please let us know your last order number.

Are the contact lenses authorized or parallel imports? Are they safe?

Our contact lenses include both authorized and parallel imports. All are genuine products from the brand; the only difference is which region they are imported through, so the language on the packaging may differ. The brand and expiry date are printed on every box. If you have questions about a particular product, please contact us.

How come Watery Eyes can offer prices lower than other retailers?

Most retailers source their contact lenses from 2nd, 3rd or 4th tier distributors overseas, which means their cost is exposed to foreign exchange rates and controlled by distributors in the lower tiers. In order to maximize cost savings and offer competitive prices to our customers, we purchase in bulk from major distributors.

How long is the remaining shelf life for contact lenses?

The expiration date is printed on each and every box of contact lenses. Generally speaking, contact lenses are produced with a shelf life of 3 to 5 years, but this varies depending on the brand and type. Contact lenses sold at Watery Eyes will have a remaining shelf life of no less than 1 year.

Can I return or refund my purchase if the prescription or material is not suitable?

Since contact lenses are personal hygiene products, once sold they cannot be changed, returned or exchanged. Please make sure you know your prescription, base curve and other details before purchasing. If you have other questions about wearing contact lenses, please seek advice from an optometrist or another relevant professional. If we sent you the wrong item, please take a photo of the item and contact us with your order number as soon as possible, so we can follow up.

Will I get a receipt for my purchase?

Yes. After you place your order you will receive an order confirmation e-mail; the official receipt can be downloaded from your account — open the order and click "Download receipt". The receipt lists the products, prescription and prices, so you can keep it for your records.

I have made a mistake when selecting my prescription or delivery address — how can I change my order?

To change the recipient, delivery address or phone number on an order that has not shipped yet, sign in to your Account, open the order and choose "Edit shipping information" (the destination country cannot be changed). To change the model, prescription or anything else, or for an in-store pickup order, please contact us as soon as possible after placing your order. We will notify our warehouse and logistics colleagues to make the change right away. Depending on how far the order has progressed, we cannot guarantee that a change can be made.