FAQs

Order & Shipping

1) How long is the delivery?

The delivery period will take around 3-7 working days.

2) If I order on a Friday, when will my order be shipped out?

If orders are placed on Friday, your order will ship out on the next business day (Monday).

3) Which countries do you ship to?

Malaysia and Singapore

4) What happens if my order is compromised during shipping/if my parcel is missing?

If your order arrives with a defect or is compromised (broken packaging), please find more info here (Return & Refund Policy) on how you can proceed for an exchange.

5) How long will it take for my orders to process?

For domestic orders within Malaysia, your order will be processed within 3 working days. For International orders within Malaysia, your order will be processed within 5 working days.

6) I haven’t received my order confirmation email, what should I do?

Kindly email our Customer Support team at hello@shoplumee.com 

5) Can I change my order or shipping details after I place the order?

Yes, if we are notified of the change within 3 hours of making your order. To make changes to your shipping details, kindly email us at hello@shoplumee.com 

6) Is the return postage fee covered?

No, postage fee on returns will not be covered / refunded.

 

Product

1) How long can you use the contact lenses?

At the moment, we only have monthly lenses available. Monthly (1 pair) can be used as many times as you want for 30 days after opening.

2) What is the shelf life of the Lumee Lens?

The shelf life of our lenses is 5 years after the manufacturing date. Manufacturing and Expiry Dates are stated on the vial. However, once the lens vials are opened, it will last for 1 month. 

3) What power range do you have?

All our lenses are available from power 0.00 to -8.00.

4) Do you have lenses for astigmatism?

At the moment, we do not have contact lenses for astigmatism.

5) What is Base Curve (B.C) and Effect Diameter (EFF DIA)?

Base curve (B.C) is the curvature of the back surface of the lens that is designed to match the natural curvature of your eye. Effect diameter (EFF DIA) is how big the graphical part of the lens is. The bigger the effect diameter, the more dolly your eyes will look! 

6) The power of the softlens is correct but why is my vision blurry?

The inner diameter of every lens is different. Inner diameter is the clear part at the center of the lens. If you are not used to wearing contact lens with small diameter, you will feel that your vision is blocked by the pattern/design of the contact lens.

 

Wear and Care

1) Can I wear contact lenses after LASIK /Cataract surgery?

Please consult your doctor or ophthalmologist on this. 

2) Can I wear contact lenses that have dried out?

Do not attempt to rehydrate dried out contact lenses. Please discard them immediately. Wearing a dried out contact lens will cause severe eye irritation, bacteria infection and physical damage to the cornea. 

3) What is the maximum time I can wear contact lenses?

The recommended duration of wearing contact lens is only for 8 hours a day. Do not wear contact lens for a whole day without removing it. 

4) How do I know if my contact lenses can no longer be used?

Scratches on the lens surface or if the curvature of the contact lens is different, please discard the contact lens immediately in order to avoid eye irritation! In other cases, if you feel a stinging sensation or discomfort, please remove and discard the lens immediately.

5) What product can I use to clean my contact lenses & contact lens case?

Remember to always use the contact lens cleansing solution to clean your contact lenses and contact lens case. DO NOT use tap water or any other form of water. You may also purchase the cleansing solution (link to Solution) from us. 

 

General 

1) Do you have an offline store?

We do not have an offline store at the moment. You may place your order through our website. 

2) Where are you located?

We are located in Kuala Lumpur, Malaysia. 

3) How do I contact Lumee Labs Customer Support?

You may email us your queries at hello@shoplumee.com. 

 

Payment

1) What are the payment methods available?

We accept debit and credit card payments, FPX (Online Banking), E Wallets (Grab Pay, Shopee Pay, TnG E-wallet), BNPL (Atome) and more.

2) Do you accept COD?

Not at the moment.