FAQ

PECULIAR WARRANTY

  • As an act of love and support to our customers, we in Eyeisland.com will provide 30 days product warranty from the date of order received.

  • Before you decide to send us your damaged product through our warranty program, please reach out to us at our Facebook account or email us at service@eyeisland.com and include a photo.

  • We offer 30 days warranty, from purchase date, any manufacturer’s defect that occurs in the materials or workmanship.
  • Scratched lenses as a result of normal use are not covered by this warranty.
  • The program does not cover a product that is lost, stolen, dropped, shattered, sat on, or damaged in any other way incurred by excess force from the user.

** This is only applicable to products purchased on our website. 

**If the reason is a factory defect, then we will pay for the shipping fee.

ORDER AND SHIPPING

How to order?

1. Search and browse our wide selection of products CLICK SHOP
2. Choose product and add to cart
3. Once order is finalized, click CHECK OUT
4. Review order and contact details and select PAYMENT METHOD
5. Click COMPLETE ORDER and wait for the confirmation email.

Is there a shipping fee?

Country Order Amount Delivery Cost Delivery Time
Australia Above $39.99 Free 8-15 days
United Kingdom Above $39.99 Free 5-12 days
USA Above $39.99 Free 10-20 days
Canada Above $39.99 Free 10-25 days
Australia Under $39.99 $7.99 8-15 days
United Kingdom Under $39.99 $7.99 5-12 days
USA Under $39.99 $7.99 10-20 days
Canada Under $39.99 $7.99 10-25 days
Rest of the world Any amount $19.99 3-25 days*

*Sometimes a delay may occur due to custom controls, that cannot be estimated nor predicted.

Can I cancel my order?

  • All check out orders are considered final. We do not allow cancellation of orders once placed.

I got a voucher / promo code. How can I use this?

  • Add your products to the shopping cart and enter the promo code upon check out page.

Why is my order canceled?

  • Delivery Failure – address is unlocated and the courier cannot reach you
  • Out of stock – your order is canceled due to one of the items that you have added to cart is not
    available.
  • Wrong payment method – You have selected the wrong payment method. 
  • Incomplete Shipping Details – to ensure delivery, please provide complete delivery address and active mobile number.

 TRACK YOUR ORDER 

How do I track my order status?

  • Tracking number of your order will be provided via email once the order is confirmed and processed.
  • You can also message us on our facebook account.
How long does delivery usually take?
  • Delivery of item/s is subject to the courier’s service. You may check and track your orders via the tracking website of the courier you have chosen upon checkout. A tracking number is provided in the confirmation email.
  • Your package will be dispatched within 48 hours, after we have confirmed your order. 
  • Order/s placed on Saturday and Sunday will be dispatched on the next business day (Monday).

PAYMENT METHOD

What are the payment methods available?

We have the following affiliated banks and methods to help you have a better online transaction

  • PAYPAL
  • CREDIT CARD (VISA OR Mastercard AND Maestro )

    REGISTRATION

    Do I need to register?

    • You do not need to register before placing an order. You may register as soon as you have finished shopping or check out as a Guest. Our registration process is fast, free, and will save you time for future purchases.

    Why should I become a registered user?

    • Our registration process is fast, free, and will save you time for future purchases
    • You will not be required to re-enter your shipping or billing addresses every time you order online. Whenever you place an order, it will be delivered to your registered address unless you change it/inform us.

    RETURNS & REFUNDS

    Can I return a pair I ordered? 

    • We only allow returns and exchanges of the items with the following reasons:

             - Wrong Item Received

             - Incomplete / Missing item / Accessories / Parts

             - Damaged Item (Manufacturing Damage only)

    • The following reasons for a return would be INVALID:

             - Change of Mind

             - Order received is correct but did not match customer expectation.         

                (Overlooked info / Misread product description / Sizing)

             -  Minimal scratches on the lenses. If the lenses are still functional and that minimal scratch would not impact the vision / usage of the glasses.

    • We also provide 30 days warranty (see Peculiar Warranty for details)

    How do I return/replace a product?

    1. Send us a message on Facebook to let us know that you are returning the package.
    2. Wait for the confirmation message, the result of the investigation, and instructions on how to return the package.
    3. After we have received your packaged, we can replace it with another item or give you a refund.

    ** This is only applicable to products purchased on our website. 

    **If the reason is a factory defect, then we will pay the shipping fee.


    **If the reason is due to personal reference, then the customer takes care of all the shipping fees.

    How can I get my refund?

    • Refund will depend on the payment option you have selected upon check out. 
    • Credit Card / Paypal transactions, refund will be send back to the respective accounts used.

    INQUIRIES

    Why can’t I add an item to my cart?

    • Item selected might be out of stock. Do not worry, you choose to be waitlisted to be notified once the item has restocked.

    I have other questions. Can I talk to someone?

    • Sure thing! Send us a message on Facebook. If you still need help you can message us or EMAIL us at service@eyeisland.com .
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