Our delivery, refund and return policy lasts 30 days. If 30 days have passed since your purchase, we can’t offer you a full refund or exchange.
Your order will be processed and shipped out from EyeMuse warehouse within 2 working days (Pos Laju/JNT) / 7 working days (International).
In the case where item purchased is not available, order will be put on hold and a notice will be sent via email. Kindly send email to make replacement. Once replacement has been made, order will be processed within 1 working day. We will advise accordingly if there is any delay in delivery time.
If more than 10 days have passed, and you have yet received the parcel, please email us at [email protected] to review the status of your order.
Domestic Shipping (across Malaysia)
Orders received will be processed and shipped out within 24-48 working hours during normal time. (Please expect delay during peak time and notice will be given in Instagram story.)
The delivery will take place within another 3-7 working days. Actual shipping costs will be reflected on the website automatically upon checkout based on weight.
International shipping is available in eyemuse.my via DHL and NinjaVan.
Estimate Delivery Time
Singapore – 3 to 7 working days (NINJAVAN)
Other countries – 4 to 10 working days (DHL)
**and delay could be subjected to customs clearance
We currently ship to Australia, Belgium, Brazil, Brunei, Canada, China, France, Germany, Hong Kong, India, Indonesia, Italy, Japan, Macao, New Zealand, Philippines, Saudi Arabia, Singapore, South Korea, Sweden, Switzerland, Taiwan, Thailand, United Kingdom (UK), United States (US), Vietnam. You may contact [email protected] to enquire if your country is not in the list.
*Please take note that delivery charge does not include any applicable import charges, taxes and duties by customs in your country. Customers are liable for these charges if any.
*Delivery schedule is based on courier company’s operation including special handling during peak season and public holidays. reseller.eyemuse.my are not liable for any delay caused by courier company.
Our policy lasts 30 days. Refunds and returns are solely authorized by eyemuse.my. If 30 days have gone by since goods successfully delivered, unfortunately we cannot offer customer a refund or exchange. To be approved for a refund or return, such item must be unused and in the same condition that customer received it. It must also be in the original packaging.
Which Item Cannot be Return/Refund
Our Refund and Return policy DOES NOT apply to the following goods: discounted or sale items. For any return request that fall under the below category will not be considered.
-Dislike the color/design/size of products
-Used item/Promotion Products
-Products specially marked
** These items are not eligible for return, refund or exchange.
Exchanges are allowed if customer has accidentally ordered the wrong eye power.
However, processing fee of RM 10 will be charged for any exchange due to this reason.
Defective Item Return
We practice Good Distribution Practice Management System and double check all goods before sending out to customers. However, unfortunately if customer have received a defective item, customer may return the item for an exchange. Customer should double check the goods before opening the bottle/vials/blister of contact lens. We have the rights to reject the request of return and exchange for any opened item.
Orders that customer submit online are processed immediately and may not be cancelled, and customer may need to wait until customer receive the merchandise in order to return it.
Merchandise has to be returned within 7 days. Processing fee of RM 10 will be charged.
Customer may follow steps *How to Exchange an Item* for further actions.
How to Return an Item
To initiate a return, please submit a Return Form for our approval. Order ID and proof of defective(photos) are needed for the submission of Return Form.
Once the return is approved, we will send a confirmation email containing all details including return address, person in-charge and contact.
Customers are responsible for paying for all shipping costs for the returned item. Shipping costs are non-refundable. Customer should consider using a trackable shipping service or purchasing shipping insurance for items of value.
How to Exchange an Item
First, follow the steps on “How to Return an Item”.
After our vendor have received customer valid return, we will send customer an email to notify customer that we have received the returned item and notify customer of the acceptance or rejection of customer return.
If customer return is accepted, we will provide one of the following within a reasonable time: an exchange of merchandise for the item returned, a non-transferable merchandise credit, or another remedy that we determine in good faith is appropriate in the circumstances.
How to get a Refund
To be approved for a refund, such item must be unused and in the same condition that customer received it. It must also be in the original packaging. Once your return is received and inspected by our vendor, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
Processing fee might be charged in this circumstance. If customers receive a refund, shipping fees and processing fee (if any) will be deducted from the amount of refund. Refund will be given in the form of “Coupon”.
Refund will be processed within 7 working days in the form of coupon. Coupon will automatically be given based on the refund amount. Such coupon has validity of 180 days to be utilized in next purchase.
Late or Missing Refund
If you haven’t received a coupon for refund yet, please contact us via email.
Contact us at [email protected] for questions related to refunds and returns.
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