A. MY ACCOUNT
1. How do I register?
To place an order, you will have to create an account. Follow these steps to get yourself registered.
- Click on “My Account & Register”.
- Fill up the mandatory details.
- A confirmation email will be sent to your email for verification. Now, you are all ready to start shopping.
2. I can’t log into my account / Forgot password.
- You will have to use the same email address and password that have registered with.
- If you have lost or forgotten your password, click on ‘forget password’ and you will be directed to a reset password page.
- If the problem still persists, you can contact us via ‘Contact Us’ form on our website. Alternatively, you may contact our customer service at +65 6736 1303 and we will try our best to assist you as soon as we can!
B. MY ORDER
3. Can I make an order by phone?
Currently our e-commerce platform only accepts online purchases.
4. What do I need before placing an order for contact lenses?
You will need to have a valid prescription and must be an existing customer of W Optics. If you are not our existing customer, you may get your eye-check and contact lens fitting done with our optician/optometrist at W Optics. You may still place your order first and we will contact you soonest to arrange an appointment. When placing order, simply enter the necessary contact lens details and follow the step by step instructions guiding you through the selection process. If you need a hand, give us a call 6736 1303 or email firstname.lastname@example.org and we will do our best to assist you.
5. How can I collect my order?
There are 2 options available:
- Collect from W Optics
- Registered mail (Delivery to Address)
Do take note that for more than 2 failed delivery attempts, you will have to collect it from W Optics.
6. How will I know when my order is shipped?
Once your order has been shipped, you will receive a shipping confirmation email together with a consignment number. You can use the consignment number to track your order at every point, all the way to your doorstep. When you receive this email, you are only 2 to 3 working days away from receiving your order! You may check your order status from www.tnt.com.sg by keying in the consignment note number in your order confirmation email.
7. Where can I check the progress of my order?
You can check the order status from www.tnt.com.sg by keying in the consignment note number in your order confirmation email.
8. I made a mistake entering my prescription. What do I do?
Simply call our customer service team at 6736 1303 or email email@example.com and we will do our best to assist you. *Do note that any cancellation/ corrective action request can only be made within 24 hours of receipt or collection of item.
9. My order is not here yet. Who should I contact?
Simply call our customer service team at +65 6736 1303 or email firstname.lastname@example.org and we will do our best to assist you.
10. What if no one is at home to receive the parcel?
After 2 failed delivery attempts, you will have to collect it from W Optics. If you have any questions, please feel free to contact our customer service team at +65 6736 1303, or at email@example.com.
11. Do you sell authentic products?
Yes, all products are directly purchased from the official manufacturers.
12. Can I use my glasses prescription when ordering contact lenses?
No you can’t, because there may be slight variance in the readings due to different vertex distance.
13. Can I have mix products in an order?
Yes, as long as it is JnJ products.
14. Will trial lenses be delivered to customer together with the contact lenses?
No, trial lenses are required to be collected at the outlet.
D. PRESCRIPTION GUIDE
15. How to obtain my prescription?
You will need to have a valid prescription and must be an existing customer of W Optics. If you are not our existing customer, you may get your eye-check from our optician/ optometrist at W Optics. The Optometrist/ Optician will provide you the details of your eye prescription for you to use when ordering your contact lenses.
16. How do I use my discount code?
Simply enter the code on the cart or checkout page after selecting your preferred products.
17. What payment methods are offered?
18. Can I buy online safely?
Of course! We are here to ensure our customers that all transactions involving sensitive information (Credit Card, PayPal and Online Banking) occur within a secure environment. Our payment system makes use of bank grade SSL security encryption. We do not retain your credit card information after your order is complete. Rather, it is submitted directly to the banks. You can rest assured that with each purchase, your credit card or bank account information will be 100% secure.
19. Are my private details secure at W Optics?
Yes! You can be sure of that. We guarantee you’ll have a secure transaction with us as we only use your personal details for order processing purposes and will never share any of the information.
20. How do I cancel my order / change my order after payment has been made?
Any cancellation/ corrective action request can only be made within 24 hours of receipt or collection of item. Simply call our customer service team at +65 6736 1303 or email firstname.lastname@example.org and we will do our best to assist you.
21. I am having trouble making payment with my credit card.
If you receive an error message about your credit/debit card failure, please check that the 16 digit credit card number, expiry date and CVN code are entered correctly. If you still receive an error message after validation and a second attempt, try making payment with an alternative card. For further assistance on your card error, please contact the issued bank of your credit/debit card.
F. DELIVERY & RETURNS
22. Do you deliver worldwide?
We deliver our products to all parts of Singapore. International shipment is currently not available. We support delivery to shipping address and delivery to W Optics.
23. What is the delivery time and cost?
Currently, delivery is available with minimum purchase of 4 contact lens boxes and it is free delivery.
24. How do I return an item?
Please refer to our Returns Policy.
25. What if I receive a wrong/ damaged item?
Please refer to our Returns Policy.
26. When does the 14-day period start for the return period?
You can return the product within 14 days from the date of delivery or from the date of collecting your product.