Frequently asked questions
1. Are your products safe?
Absolutely safe. Kilala contacts have been certified by the FDA, CE, and international ISO certification. Product quality has always been our top priority, so you can wear Kilala's contact lenses with complete confidence.
2. Do your products have astigmatism?
No. Kilala's products are currently only suitable for customers who need non prescription and prescriptions. For the safty of your eyes, if you need lenses with astigmatism, please consult a professional optometrist or your ophthalmologist.
3. Why is the color I wear different from the color on the website?
Lenses may vary in color and look different due to variables such as light, camera lens filters, surrounding color, original eye color/eye shape/makeup. These situations are acceptable.
4. How do I choose the right contact lenses for me?
First, please consult your ophthalmologist or optometry center to obtain your prescription. In order to make it more comfortable for you to wear, please reduce your original degree by 50 degrees when choosing the right and left eye degree. Second, if you need a natural effect, try to choose brown/gray/blue/green color. There are lenses with different effects on the website, you can choose the one that suits you according to the category.
1. Can I return or exchange the product?
Unfortunately we do not offer exchanges for anyone. If you have any questions or problems with your order, please contact us within 24 hours of receiving the package.
Please go to Return/Refund Policy for more details.
Our customer service team will solve your problem as soon as possible.
2. How to modify the order information?
If your order has not been processed, you can change the order information within 2 hours after completing the payment by emailing your order number and the correct information you want to change to our customer service.
However, we cannot change any information if your order has already been processed.
3. How to inquire about logistics?
1. All placed orders will be processed and shipped within 48 hours. Some high prescription and shortage items may be delayed by 2-3 days due to customization and stocking. beg to be excused.
2. Get your tracking number through your own account and track your order here
4. Why is my logistics information not updated?
The tracking status will not be updated until the package arrives in the destination country.
5. How to cancel the order?
If your order has not been processed, you can cancel your order within 2 hours of completing payment by emailing our customer service with your order number, contact details and reason for cancellation. Customer service email: [email protected]
1. How do I get prescribing information?
The easiest and most trusted way to get your prescription is to see a local optometrist. Make sure your prescription is for contact lenses! If you have any problems entering your prescription, please contact us at [email protected] It is your responsibility to ensure that you choose the correct prescription for your eyes as prescribed by your doctor or lens care professional.
1. What payment methods do you support?
We now accept payments by credit card or PayPal account. All in a secure, simple and trustworthy global payment method. If the attempted order is denied authorization or the session times out, we recommend that you try it through PayPal to avoid credit card payment issues. We also sometimes offer coupon codes that will save you a lot of money. Please follow our subscription newsletter.
2. How do I use the coupon?
A box labeled "Coupons" can be found above your order total. Please enter a discount code and the discount will be applied to your balance due.