Frequently Asked Questions
Cancelling an order is possible if you contact us within 24 hours from your order date/time.
Please note that order cancellation is not possible for order that has been dispatched. Should the cancellation is compulsory, the request will be treated as Return. A cancellation penalty charge will be levied which is 15% of your purchase amount and shipping fee is non-refundable.
As part of our order fulfillment process, we verify the goods availability of an order before process for shipping.
If an item is out of stock, our customer service will contact you through email or may, in our sole discretion, cancel the out of stock item and dispatch the rest of your order if no instruction received from customers within a reasonable time frame.
Although we update goods availability daily, we cannot guarantee that the stock quantities are correct at any given moment. Therefore, placement of an order does not guarantee that the items you ordered will be available.
Any return or exchange of items can only be made within 30 days from the order received date.
Free items cannot be returned or exchanged. No refunds available for items that fall on this category.
All returned items must be in unopened/original condition, with original packaging or else it will be rejected upon receiving. HONEYCOLOR will not accept any returned items without an valid Return Authorization. Please contact us prior to return.
We do not accept return or exchange due to:
- Dissatisfaction on color preferences
- Items not in original condition or have been opened for use
Any extra charges incurred in an exchange or return (eg. shipping cost, duties and taxes) shall be borne by customer. This includes the requirement to pay the additional re-shipping fee. We will process the exchange request as soon as we receive the returned items but still subject to availability of the item.
For contact lenses, we can only offer exchange of the same item. If you wish to exchange your items for alternative color/design/style, we suggest that you return it at your own cost for refund and make a new purchase of new items. All exchanges are based on stock availability. Shipping fee for exchange is applicable.
How to pack return items?
Pack the items securely in original packaging, if possible. If you have discarded the original packaging, you can pack the items by your own method or contact us for assistance, we will guide you through the process. Customers are recommended to use delivery service with a tracking system to return the items.
For any questions, please contact us at firstname.lastname@example.org
Goods are classified as faulty/defect if they are received in damaged condition, or where a manufacturing defect is noticeable on the items. Please note that items that are damaged as a result of improper usage and mishandling by the customers are not considered to be faulty/defect.
Where possible, we will offer a replacement as compensation. Please be aware that we can only replace it for the same item once per order, subject to availability. You will receive a full refund if the item cannot be replaced. Replacement will be shipped via your original shipping method.
For complaint on faulty/defect goods, please contact us at email@example.com
All refunds are issued based on the payment method used at the time of purchase.
There will be a 15% cancellation charge and shipping cost is non-refundable for items returned due to:
- Order cancellation for order that has been dispatched
- Shipment return as a result of unclaimed by customer
- Shipment return as a result of wrong shipping information provided by customer
Refund usually takes 5-7 working days to show on your account due to varying processing times between banks, card issuers, and payment providers.
If the standard time-frame as mentioned above has passed and you still not received the refund, please contact your card issuer/bank for more information.
All refunds will be made in US Dollar, we will not be liable for any losses incurred as a result of currency fluctuations or exchange rates.