FAQ’S

Frequently Asked Questions

Ivylense collection 1-year replacement lenses are made of soft hydrophilic.

Ivylense collection daily disposable lenses are made of silicone hydrogel.

Orders

For any inquiries regarding orders, you may contact our Customer Care via Whatsapp at 010-2875517 or you may also reach out to your precious Ivy Lense’s authorized Sales Advisor to confirm the changes.

We’re sorry you received a parcel with faulty, incorrect, or missing items. Let us know by contacting our Customer Care Team so that we can make things better.
Fill up our webform here and select the issue as ‘Missing Item’, ‘Wrong Item’, or ‘Faulty item’.

Please also include the following details in your form:
1. Contact Information

  • Name
  • Email
  • Address
  • Contact Number

2. Order Detail

  • Image of the Item/Parcel(s) received
  • Name of Item
  • Order Number

3. Reason For Return

4. Solution

  • Tick box Request Replacement or Refund

If you wish to cancel your Order, please contact our HQ via WhatsApp +60102875517 or to the seller that you have made the order before. No cancellation fees shall be applicable. Once an Order has been dispatched it may not be cancelled and the item must instead be returned to the company according to guidelines provided by the IVY LENSE Team

Whenever you’re ready to checkout, just click the ‘Checkout’ button and you may enter your discount code in the space provided and next click ‘Apply’. Your
bill will then appear next.

Log in to use the codes. If the code does not work, it may have expired or be limited to selected items. Some codes may not work for guest checkout, so please read the code’s terms and conditions.

Coupon Code Terms & Condition

1. The coupon code is valid for a limited time only. Ivylense reserves the right to modify or cancel this coupon code at any time.
2. The coupon code is limited to one use per customer only.
3. All coupon codes are applied to the value of the item/s only, excluding delivery costs and are subject to our general Terms and Conditions.
4. The coupon code does not apply to items that are already discounted or are currently on sale.
5. The coupon code cannot be combined with other coupon codes, discounts, or promotional offers. Therefore, you can only use one coupon code at a time.
6. Ivylense reserves the right to update these terms and conditions without prior notice.
7. The coupon code is not transferable, and may not be resold or redeemed for cash.
8. Ivylense reserves the right to update these terms and conditions without prior notice.

Return & Refund

In case of return and refund, you may return the product to us within seven (7) days from dat of purchase and complaint shall be made within three (3) days upon receiving the product. Any late submission of complaints or items will not be entertained. 

All purchases made through Ivylense Website are considered as final, return and exchange allowed for Missing, Incorrect & Faulty Item only.

All items must be received by IVY LENSE in order for a customer to be eligible for a refund or replacement. You shall ensure that the Product is packaged
properly. In the event that an item is returned to us in an unsuitable condition, we reserve the right not to accept returns and send the Product back to you.

ITEM ARE NOT RETURNABLE IF:

  1. Defects by customers due to wrong product handling by customers that may cause product damage will not be entertained.
  2. Return/ refund request due to lighting effects, monitor’s brightness, contrast setting, etc will not be entertained as there could be some slight differences in the color tone of the pictures with the actual item. 
  3.  Any change of mind by the customer. 

P/S : Return without any reasonable excuse/without liaise with our CS team will not be accepted.

**For additional information, please refer to the Terms and Conditions page.

1. Fill up our webform here and select the issue as ‘Missing Item’, ‘Wrong Item’, or ‘Faulty item’.
2. Your request will be processed. HQ may dispute with valid evidence as in Return/Refund Policy.
3. If HQ approved the refund/return request, there’s three option for returning the items.

i) Mail (Ninja Van & Other Courier)

  • Customer may go to the nearest courier service.
  • Make sure to pack securely and inform us your new tracking number to us.
  • Send us the receipt of postage fee for claiming process.

ii) COD by J&T

  • Customers may drop off the item to any nearest J&T.
  • Make sure to pack securely and inform us your new tracking number to us.

iii) Scheduled Pickup by Ninja Van

  • Fill in details here https://forms.gle/btGu4GC9b4q8nuoW9 
  • An Airway Bill will be send via email by HQ.
  • Airway Bill must be printed and securely attached to each parcel.
  • Wait for the pickup by Ninja Van following the preferred time slot.

*Shipping Fee will be borne by Ivylense. for defective items ONLY (Kindly refer below on claim process). Mail it to:
IVYLENSE
C7-2 Jalan Reef 1/2
Reef Commercial Centre,
48000 Rawang Selangor.
(+6010-2875517)

  • Once parcel has reached us, we take 1-3 working days to process your return (excluding Refund Processing Time).
  • All return & refund notifications shall be sent via E-mail.
  • We process all returns and refunds back to the original payment method used for the purchase.
  • Refunds via Original Payment Method will fall under Ivylense discretion.
  • In event you prefer to be refunded by different means please contact us at +6010-2875517 and we will try out best to assist you.
  • Refund lead time varies according to the Original Payment Method. See below for details:

      Online Banking: 7-14 Working Days

We continually monitor your returned items and will notify you via email as soon as we receive them safely. 

Payment Method or Payment Option

We accept Online Banking. The list of payment method options will be displayed upon checking out.

Shipping Information

Ninjavan Malaysia – Semenanjung Malaysia, Sabah, Sarawak & Singapore

Postlaju/Others – Brunei & Overseas.

Shipping Charges.

  • RM8 for Semenanjung Malaysia
  • RM10 for Sabah Sarawak
  • RM20 for Singapore

Semenanjung Malaysia it will take 3 – 5 working days.

Sabah & Sarawak it will take 5 -10 working days.

International shipping may take about 2 – 3 weeks

(Note: The delivery might been delayed due to few factors such as bad weather or arrangement from the courier provider itself)

We aim to deliver within the time frame indicated above but we are not able to guarantee any firm delivery dates upon order and to the extent permitted by law, we shall not be liable to you for any losses, liabilities, costs, damages, charges or expenses arising out of late delivery by courier service.

 

We are committed to promptly dispatching your orders. Any orders placed before 4pm will be dispatch on the same day (Monday – Friday), excluding Public Holidays. 

Store Pickup

To arrange store pickup, kindly reach out to our Sales Advisor ( ivylense.wasap.my ) for more details.

Note: We’d appreciate it if you could give our Sales Advisor a heads-up for store pickups; it helps us serve you better. Thanks!

Store pickup is only available from Monday – Friday, excluding Public Holidays.

For Orders made before 3pm on Monday to Friday can be collected on the same day. Collection available from 9:00am – 12:30pm @ 3:00pm-5:30pm at our store.

While Saturday, Sunday & Public Holiday orders can be picked up the next working day.

 

You’ll receive an SMS notification once your parcel is ready for collection.

Our stores can hold your order for up to 3 days from the purchase date. After that, any unclaimed orders will be returned to the warehouse. If you miss the pickup window, contact us at +6010-287 5517 or to your Sales Advisor that you have made the order to reschedule the collection date.

We shall not be liable to you for any breach, hindrance or delay in the performance of a Contract attributable to any cause beyond our reasonable
control, including without limitation:

  • Strikes, lock-outs or other industrial action.
  • Civil commotion, riot, invasion, terrorist attack or threat of terrorist attack,
    war (whether declared or not) or threat or preparation for war.
  • Fire, explosion, storm, flood, earthquake, subsidence, epidemic or other
    natural disaster.
  • Impossibility of the use of railways, shipping, aircraft, motor transport or
    other means of public or private transport.
  • Impossibility of the use of public or private telecommunications networks
  • The acts, decrees, legislation, regulations or restrictions of any
    government, shipping, postal or other relevant transport strike, failure or
    accidents