What can i do when my payment is refused?
If your payment has been refused, here are a few steps you can try:
- Check if the payment information, such as card number, expiration date, and billing address, is correct and up-to-date.
- Make sure that the card has sufficient funds or credit available.
- Try using a different payment method, such as a different credit/debit card.
- If the problem persists, you can contact your card issuer to report the issue and see if they can provide a resolution.
Some cross-border transactions (International purchases) are refused by card issuer or bank for security reason so it's always a good idea to check with the your card issuer before keep on trying to pay.
What are my payment options?
We accept Visa and MasterCard credit/debit cards.
When selecting this option at our secure checkout page, you will be prompted to enter your card details. Once the transaction is complete and successful, you will receive an order confirmation email and then return to your account page.
What is CVV code?
The CVV code (Card Verification Value) is a security feature for online purchase transactions. It is a three- or four-digit number printed on the back of a credit or debit card, separate from the card number.
When making an online purchase on our site, we ask for your credit card verification value (CVV) code for increased security and protection against fraud.
In compliance with PCI Data Security Standard, we will never store your credit card CVV code anywhere and it is discarded immediately after payment authorization, whether successful or failed, at our secure checkout page.
What is 3D Secure Authentication?
The purpose of 3D Secure is to reduce the risk of fraud by verifying the cardholder's identity through a secure authentication process.
At our checkout page, you will be asked to enter a password or a one-time code (OTP) sent to your phone, which verifies your identity before the transaction can be completed.
How do i know my card information is safe?
We take the security of our customers' information very seriously. We use state-of-the-art security measures to protect your card information, including encrypted connections. Additionally, we comply with industry-standard security protocols, such as PCI DSS, to ensure the safety and protection of your personal and financial information. Please rest assured that your card information is 100% safe when shopping with us.
If you have any concerns or questions, our customer service team is always here to help.
Orders & Returns
We understand that sometimes customers may need to cancel their orders. If you need to cancel your order, please contact us as soon as possible within 24 hours from your order date/time.
We will make every effort to accommodate your request, but please be aware that our ability to cancel an order depends on the order's processing status.
If your order has not yet been processed, we will be able to cancel it and issue a full refund.
If your order has been processed but has not yet shipped, we will do our best to stop the shipment and issue a refund. However, please note that we cannot guarantee that we will be able to cancel the shipment in time.
If your order has already been shipped, we will not be able to cancel it. However, you may be able to return the items at your own cost for a refund or exchange, subject to our return policy.
We appreciate your understanding and cooperation in our efforts to provide you with the best possible service.
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 agent 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.
Returns & Exchange
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
Receiving a refund
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.
Shipping & Delivery
International Delivery Times & Costs
Select your shipping destination from the list of countries below to display the available options, transit times and charges.Select your destination countryAlbaniaAustraliaAustriaArgentinaBahrainBelarusBelgiumBulgariaBrazilBruneiCambodiaCanadaCape VerdeCayman IslandsChinaColombiaCosta RicaCroatiaCyprusCzech RepublicDenmarkDominican RepublicEcuadorEgyptEl SalvadorEstoniaFaroe IslandsFijiFinlandFranceFrench PolynesiaGermanyGuamGuadeloupeGuatemalaGreeceHong KongHungaryIcelandIndiaIndonesiaIsraelItalyIrelandJapanKuwaitLatviaLithuaniaLuxembourgMacauMalaysiaMaldivesMaltaMauritiusMexicoMongoliaMoroccoNetherlandsNew ZealandNorwayPapua New GuineaParaguayPeruPhilippinesPolandPortugalPuerto RicoQatarRomaniaRussiaSaudi ArabiaSingaporeSouth AfricaSouth KoreaSpainSwedenSwitzerlandSlovakiaSloveniaTaiwanTurkeyUnited Arab EmiratesUnited KingdomUnited StatesUruguayVietnamShipping OptionsDelivery TimeCostStandard12-15 Working Days$7.90 USD - $30.90 USD (Purchase below $50 USD)Express5-7 Working Days$36.90 USD - $54.90 USD (Purchase below $100 USD)*There're circumstances which can affect the transit time of international shipments shipped via Standard Shipping: Customs Clearance delay, Carrier's transport conditions, Bad weather conditions, High volume of mail traffic
Orders are ship from our warehouses in Singapore and Malaysia. Order processing time is min. 48 hours during week days and up to 72 hours during weekend. However, we will try our best to dispatch all orders receive during week days within 24 hours.
Please note that order processing time can take longer during our sale periods or if an item you ordered is out of stock.
Orders are processed Monday - Friday from 9am - 6.00pm (GMT+8). Orders placed on Friday, Saturday, Sunday (GMT+8) will be processed on the following Monday.
To speed up the delivery process and avoid any possible delays, please have the below information available when our shipping partner, DHL contacts you to clear your shipment from customs.
Canada Post has permanently suspended online tracking for all inbound international registered items, the tracking information for standard shipping will only available on origin post website.
Orders shipped to Brazil require a tax ID number (Cadastro de Pessoa Fisica - CPF).
Orders shipped to Saudi Arabia require a copy of your Saudi National ID or valid resident permit (Iqama).
We are unable to ship orders to Russia by Express Shipping due to Russian customs policies.
Wrong Shipping Address
For any changes of shipping address, please contact us here.
We are unable to redirect an order to another shipping address if your request submitted to us after 48 hours from your order date/time or your order has been dispatched. Please note changing your default shipping address in "Account" will not update the shipping address in your recently made order.
Post Office boxes (PO Box) & Freight Forwarding?
We are unable to deliver to Post Office boxes (PO Box) except the following countries:
- Saudi Arabia
- United Arab Emirates
We also do not deliver by forwarding service.
How does the Rewards Program works?
The total amount of your order (exclude shipping fees) will be used to calculate the amount of points earned. These points will be credited to your account once your order is complete and dispatched. You can sign in to your account to view the total reward points you have.
How to earn points?
Purchase item from our store:
For every $1.00 USD spent at HONEYCOLOR you will earn 1 reward point. Your reward points will expire in 365 days.
Please note that we reserve the right to make changes to the above rate at any time without prior notice
Write a Product review
Write a review and rate on any product, you will earn 20 reward points for every approved product reviews. Your Review must meet all of the following conditions:
- Your Reviews must be original and should not duplicate content already published.
- Your Reviews must not less than 10 words.
Share us on Facebook / Instagram
Take a selfie wearing our color contact lenses (tell everyone what you wear) or show off your purchase (eg. our product packaging) in a creative way. You will earn 50 reward points for every qualified posts. Click for more details
What can be redeemed?
Reward points accumulated can be applied on your purchase as a discount.
Maximum reward points allowed for a purchase is 1000 points or $50 USD.
Each 20 Reward point(s) can be redeemed for $1.00
Each $1.00 spent will earn 1 Reward point
How to redeem gifts?
We're sorry that there is no gift redemption at the moment. Reward points can only be used for discount on your purchase.
Can i apply all my points in an order?
Yes, however, order status will become "Pending" and it will not be processed until you inform us of your order number, please contact us in order to change the order status to "Processing".
How do i order?
Ordering from HONEYCOLOR is simple. If you know what you are looking for, use the links on top navigation bar. You can also search the item key words from the search column located on top left of the page. Once you have found an item, select the quantity you wish to purchase and use the 'ADD TO CART' button. Then, review the items in your shopping cart and click on "PROCEED TO CHECKOUT" to complete your order with payment.
Do I need an account to place an order?
For your convenience to keep track of your order and also enjoy the rewards program we offer, you are required to register an account with us.
Are your contact lenses safe to use?
Our contact lenses are certified by FDA, KFDA, ISO 13485 and CE certifications. All of the lenses are manufactured by reputable contact lens manufacturers and tested by our product development team. Having said so, it is also important to follow proper wear and care guide, get a regular eye exam for maintaining good eye health. Please refer instructions for use for more details.
How do I change currency?
You are currently viewing the International version of our website so you will be billed in United States Dollar (USD). If you are a customer whose credit/debit card is not denominated in United States Dollars (USD), the final price will be calculated in accordance with the applicable exchange rate on the day your card company process the transaction.
Can I add items to an existing order?
It is not possible to combine orders or add items to an existing order once payment is submitted. If you would like all your items to be delivered together, you will need to cancel your order(s) and place a new order which contains all the items you require.
How do I reset my password?
Here are the steps that you can follow:
- Go to the account login page.
- Click on the "Forgot Password" link.
- Enter the email address associated with the account.
- Follow the instructions provided in the password reset email to reset your password.
- Create a new password that meets the requirements for length, complexity, and security.
- Save the new password and log in to your account with your updated information.
It's important to choose a strong, unique password to help protect your account information, and to keep it confidential. If you have any trouble resetting your password or are unable to complete the process, contact customer service for assistance.
Free worldwide secure shipping.
Your payment information is processed securely.
We are available from Monday to Friday to answer any questions you may have.