Worldwide Delivery

Standard Delivery Times

(Add 3 to 5 business days for processing)**

  • Singapore/Malaysia/Thailand : 5-7 business days.
  • United States: 20 to 45 business days.
  • Canada: 30 to 60 business days.
  • European countries: 20 to 45 business days
  • United Kingdom : 20 to 45 business days.
  • Brazil : 20 to 45 business days.
  • Turkey : 20 to 45 business days.
  • Hong Kong: 7 to 20 business days
  • Australia: 7 to 20 business days
  • Mexico & South American countries: 30 – 60 business days
  • Middle East countries: 30 – 60 business days

 

EMS (Speedpost) Delivery Times (surcharge)

(Add 3 to 4 business days for processing)**
EMS Standard Delivery Time : 5-12 Business days – Note: “Business days” excludes public holidays and weekends.
This is the standard delivery time , sometimes maybe there is a difference in some case and some countries, We will not refund the money you paid if only your packages experience a delay in the time period specified in the delivery company. Please wait for your package before making a complaint / claim to us.
Shipping will be made from Jakarta to your country by Indonesian Post Shipping Service (Registered air mail) or EMS Fast Shipping. The price listed on the website does not include shipping costs.

HOW TO BUY SHIPPING WITH INSURANCE :

We recommend that you select EMS Shipping service with insurance. Insurance is to protect against loss or damage during shipping. If you choose not to buy insurance and your purchase is lost or damaged by POS INDONESIA, we cannot provide a refund.
If you use EMS with insurance and need to write a low price on your package, EMS only can refund to you as the price that you wrote on your package if your package is loss or damage during shipping.. All purchases are shipped by EMS INTERNATIONAL or POS INDONESIA and insured through EMS INTERNATIONAL or POS INDONESIA.
If you need to use insurance, please contact us to sales@softlensqueen.com, may you will pay more if you need to select a shipping with insurance.
Softlens Queen is closed on Sundays and National holidays. Orders received on holidays will be sent nextday.

 

All items are checked to be in perfect condition when we despatch them. We are not liable or responsible for any losses or breakages during shipment.
We can ship your packages 2-4 day after you made a payment. we send packages every Monday ~ Friday at 15.30 PM (GMT+7). We Closed Shipping on Public Holiday, Saturday and Sunday. Because there Courier is closed on Saturdays and Sundays, orders received on Sunday will be shipped on Monday.

 


 

Tax and Duties

We are not responsible if your country’s customs charges you taxes and duties.
Prices on our site are exclude taxes and delivery costs. Most countries are shipped to on a DDU (Delivery Duty Unpaid) basis, which means that all relevant import taxes and duties, if accessed, will be billed to recipient by our shipping partners upon delivery. When ordering from SOFTLENSQUEEN, customer is considered the importer of the purchased products and will be responsible for any customs tax, import duties, goods and services tax (GST), value added tax (VAT), or any similar customs-related fees. Customs policies vary by country and SOFTLENSQUEEN cannot make any guarantees as to whether or not shipments will be subject to customs-related fees.

 


Misdelivered/Returned Parcels

We are not responsible if your parcel is misdelivered or returned to us due to :

  1. Your failure to pick up your parcel at the post office.
  2. Your supplying of a wrong/invalid delivery address during order confirmation. This includes all address details such as but not limited to:

 

  • Recipient name
  • C/O name
  • Apartment/Flat numbers
  • Dorm room/campus box numbers
  • University/Business names

In the event that your parcel is returned to us, we can resend it to you, but you will have to pay the full shipping fee that was originally charged per order that is shipped via Registered air mail or EMS. If you would like to treat it as a return, we will refund the value of the product(s) minus a 30% restocking fee. SHIPPING FEES will not be refunded.  In the event that your parcel is misdelivered (delivered to another address) due to any of the above reasons, no compensation will be provided. This does not apply to errors on behalf of Softlens Queen which will be courteously corrected.


 

Returns

We do not offer refunds or exchanges for reasons of buyer’s remorse (purchased wrong model/colour, prescription, etc.). Therefore, please be 100% sure about what you want to buy before placing your order!

Softlens Exchange is only applicable during the 7 days after the softlens reaches the destination. After 7 days, the warranty is not applicable. We will exchange for a new softlens if it’s received in conditions : torn or defective.

 

Torn or defective

Please take a photo as a proof and contact to our email to sales@softlensqueen.com. We will exchange it for a new softlens with the same model and the same power (minus) but Shipping cost not included (you must bear and pay for shipping cost).

 


 

Wrong package

If we happen to have sent you the wrong colour, prescription or model, we will happily correct our mistake. Please contact us, explaining your situation, within 1 weeks of receipt of the item. You will have to take a picture of the mistake for proof, and some cases will require you mailing the parcel back to us. A replacement or refund will be sent.

 

BOTH LENSES HAVE TO BE INTACT IN THEIR SEALED VIALS. We cannot accept returns if you have opened the packaging even if the item was incorrectly sent. Returned parcels must be postmarked within 4 days of the request.

Please contact us for the return delivery address.

 

Tingling on use or uncomfortable in using after the product is opened

For this, please try to leave the softlens soaked with the solution for 1 day. Soak with the fitting softlens solution, because the solution can have a big effect in comfort. If it still doesn’t feel fit, it will make a tingling sensation, a feeling that you are wearing and can really feel the softlens. If afterwards, it’s still the same, you can contact our instagram @softlensqueen or email to sales@softlensqueen.com.

 


 

Order Cancellation

If we have not despatched your parcel yet, you may still cancel your order (usually, but not always, the status will be at “Processing Order “).  10% administration fees will be imposed.  This does not apply to items which we find to be out of stock, in the case of which Softlens Queen’s will contact you by email for either an alternative item or full refund.

 


 

Track and Trace

We generally drop off parcels at the post office 2 to 4 business days after receiving your payment.
Tracking numbers are then provided 1 to 3 business days after the parcels have been despatched.

You can use this site to track your items: POS INDONESIA
There may be some information indicated as below:

Posting/Collection--It means your parcel has been posted to POSINDONESIA and still waiting an airplane to shipment.
Departure from outward office of exchange — It means your parcel has left Indonesia and it’s on its shipping way to designated destination.

Arrival at inward office of exchange— It means your parcel has arrived at processing center in your country.

Departure from inward office of exchange–It means your parcel has left processing center.

Arrival at delivery office–It means it has arrived at delivery office in your area and ready to delivery to your address.

Final delivery–It means your parcel has been delivered.
Alternatively, if POS INDONESIA Site is not working for you, we suggest the following: Aftership Tracking

If your parcel appears to require an “Enquiry Reference Number” or returns a “not found” message: Please note that it may take a few days for the postal system to update their database with the tracking information for the parcels after we despatch them.

After you see that your item has left Indonesia, you can use the website of your country’s national postal system to track your item.  Here are the links to the websites of some countries’ postal systems.

Note: For the US, Canada, Australia, and the UK parcels sent by the default Global Registered Airmail are not trackable by USPS/Canada Post/AusPost/Royal Mail after leaving Indonesia.

Please note that our delivery methods of International Registered Airmail and Speed Shipping (EMS) require a signature upon delivery.  This means that if there is no one to sign for the parcel in person when the postman delivers it to your address, it will be sent to a local post office outlet.  A notice will be left at your address asking you to pick up the parcel at the post office.  We are not responsible if you fail to pick up your parcel at the post office and it is returned to us because of this reason.  After the tracking number is provided, you are responsible for tracking your shipment using the websites provided above.

You need to know, for the service International Indonesia Post will take longer to reach the place of destination. Sometimes for Indonesian International shipping Post maybe will take 30-60 business days from the delivery process to get to the destination. Please be patient for your package before making a complaint / claim to us.

You can contact us anytime on our facebook pages http://www.facebook.com/softlensqueen to inquire about your packages before making a complaint or claim to us. We will not refund the money you paid if only your packages experience a delay in the time period specified in the delivery company (30-45 business days for Indonesian International Post)

For delivery service of EMS Fast Shipping will take delivery faster to reach the place of destination. EMS Fast Shipping will take 5-12 business days since the package was sent to you, This is the standard delivery time , sometimes maybe there is a difference in some case and some countries, We will not refund the money you paid if only your packages experience a delay in the time period specified in the delivery company. Please wait for your package before making a complaint / claim to us.

 

Please provide your full address to our Shipping information box at the time you place an order via Website and please choose the appropriate city and province and zip code are correct to avoid shipping errors. We are not responsible for any package sent to the wrong address Because You misspelled the destination address at the time when you checkout on our website.

If you want get more information, you can send email to us : sales@softlensqueen.com