FAQ

Got a question? This could help.

  • How to Place an Order?
    Placing order with us is easy, simply sign up for an account at https://www.eleven-optics.com/account/login, and start shopping! Or browse through first to decide what lenses might suit you best! 🤗

    If you need any further assistance, just drop us an email at elevenoptics@gmail.com / Whatsapp us at +65 6265 0700 

 

  • I've forgotten my password! What now?
    Click on the forggoten password and type in your email address, a link will be sent to you to reset your password. If that doesnt work, reach out to us via email elevenoptics@gmail.com and we will try our best to assist you. :)

 

  • How soon can I receive my delivery?
    Covid-19 has caused some disruptions in normal deliveries. Delivery of contact lenses upon confirming of a valid prescription currently takes around 10-14 working days* on average. Should you urgently require your lenses, do drop us a message so we can see what alternative arrangements can be made for you. 

    *some multi-focal, astigmatism or plus power lenses will take slightly longer.

  • Can I make a purchase if I've never worn contact lenses?
    Yes, you can! For first time contact lens wearers, we will provide a consultation that is mandatory to attend in person, to teach you how to safely and correctly insert and remove the contact lenses. If you opt for any non-dailies, you will also be taught how to clean your lenses and store it properly. Our staff will also contact you to arrange for the necessary checks and teaching session via phone call or message. 
  • Returns and Exchanges
    Lenses feeling uncomfortable? Found a defect? Fear not, as long as you inform us within 14 days from the date of receiving the lenses, returns can be made! Please note however that returned items must be in its original package, with the contact lens box unopened, otherwise we will not be able to accept returns even if the item was incorrectly sent. This is due to hygiene concern. You can head to our physical shop at Wilkie Edge, #01-02 to return the lenses to us, or opt to ship it back to us yourself. We do advise sending it out via registered mail as you will only be refunded when the package has reached our hands. After receiving the returned lenses, we will perform up to 2 complimentary trouble shooting sessions for you in order to find a lens that best suits you*. If you opt to exchange your current lenses for a different brand/series, you need simply pay for the price difference(if any) and the shipping costs. Exchanged items will be sent out within 4 working days after receiving payment and upon us receiving the original returns in good condition.

 

You can email us at elevenoptics@gmail.com if you require further assistance or have additional enquiries.

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