Help Desk & FAQ

FAQs for Our Online Store

Are Klenspop colored contacts safe?
Your safety is our top priority at Klenspop. Every product in our collection undergoes rigorous assessment to ensure it is safe to wear and meets the highest quality standards. Our colored contacts are certified by recognized authorities, including the FDA (US Drug and Food Administration), Health Canada, KDFA (Korean Drug and Food Administration), and/or CE (Conformité Européenne) 1023. Shop with confidence at klenspop.com, knowing our color contact lenses are both stunning and safe with proper care.

Can anyone wear Klenspop contact lenses?
While we strive to cater to a wide audience, colored contact lenses may not be suitable for everyone. Individuals with conditions such as dry eye syndrome, severe nearsightedness, allergies to cleaning solutions or the lenses themselves, and those with certain eye conditions or chronic diseases should consult an eye care professional before using contact lenses. It’s crucial to consider these factors for your eye health and safety.

Are Klenspop prescription color contacts expensive?
Klenspop offers a range of prescription colored contacts at competitive prices, ensuring that those needing vision correction have access to affordable options. Our lenses cater to various prescription strengths, from 0.0 to -12.00, enabling everyone to enjoy the beauty of colored contacts without compromising on vision quality. Although toric colored contacts for astigmatism may be priced higher, they are customized to fit your eye precisely for optimal comfort and clarity.

What materials are Klenspop contact lenses made from?
Our selection includes lenses made from various high-quality materials, with silicone hydrogel being a popular choice. Known for its softness and higher oxygen permeability, silicone hydrogel lenses offer enhanced comfort and a natural feel, maintaining moisture and oxygen flow to the eye for extended periods. This material is also used in medical treatments for eye bandaging, emphasizing the care and quality that go into every Klenspop lens.For any further inquiries or personalized advice, visit us at klenspop.com or contact our customer service team dedicated to helping you achieve your perfect look safely and comfortably.

How should I clean and care for my Klenspop color contact lenses?
To ensure the safety and longevity of your Klenspop color contact lenses, follow these essential guidelines:
- Always consult with an eye care professional before using new lenses.
- Maintain clean and dry hands when handling lenses.
- Soak lenses in solution for two hours before first use.
- Clean lenses with solution if they contact any surface other than your eyes.
- Keep your lens case clean and regularly change the solution.
- Remove lenses before sleeping, showering, or engaging in water activities.
- Seek medical advice if you experience irritation, redness, or excessive watering.
Avoid using expired lenses, cleaning them with anything other than lens solution, letting them contact cosmetics, using damaged lenses, inserting more than one pair at a time, or sharing your lenses.

Replacement / Non-Replacement Policy

Q: What's your replacement policy for defective products?
If a product delivered within 7 days is found defective in its SEALED bottle (torn, misshapen, or expired lens), it can be returned or replaced. Please inspect the lens while still sealed before opening. Once exposed to sunlight, lens defects are easily detectable.

Q: What are the non-replacement scenarios?
We do not replace products due to:
1. Discomfort or bad wearing sensation.
2. Color variation from manufacturing, temperature, or humidity.
3. Damage caused by customer's carelessness after opening.

Q: Can I get a refund if the packaged lens box is damaged?
Refunds aren’t available for a damaged outer box. However, if the inner plastic packaging leaks, we'll refund for the affected lenses. 

Return / Resend / Exchange Policy

Q: What should I know about your return and exchange policy?
1. Customers cover return shipping costs.
2. Re-shipping also incurs charges for the customer.
3. Exchanges are only for products in a re-sellable, unopened condition.
Note: We might refuse complaints after our grace period. Non-defect complaints are handled individually.
For K-packet shipments not received within 45 days of shipment, we offer a full refund or express re-shipment. 

Cancellation / Refund Policy

Q: How can I cancel or get a refund?
Inform us immediately if you wish to cancel after payment and before shipping. Post-shipping cancellations aren't possible until we get the product back. For returns due to wrong addresses or unclaimed parcels, we'll deduct shipping charges from your refund. For K-packets not received within 45 days post-sending, you'll get a full refund or express re-shipment. 

How to Return

Q: How do I return a product?
1. Email us at klenspop@gmail.com with your issue, order number, and item(s) you wish to return.
2. We'll provide our return address and needed information.
3. Use your country's postal service for returns. Choose an affordable shipping option, without minding delivery time.
Note: We're based in South Korea and don't provide international return labels. 

Return Shipping Costs

Q: Who pays for the return shipping?
- If our error: Klenspop covers the cost. You pay upfront and send us the receipt. We'll refund you or give store credit.
- If your error: You bear the cost.
All returns must be approved by Klenspop first. Unauthorized returns may not get refunds or exchanges. 

Q: Why has shipping been impacted by COVID-19?
Due to the impact of The Corona Virus 19, the standard shipping service might be delayed than usual. To mitigate this issue, we have shifted to the express DHL service for all countries. Please take excellent care of yourself during these times. 

Q: What are the details of Express Shipping?
- Shipped by FEDEX or DHL
- Worldwide Shipping
- Delivery Fees: $21
- Delivery Period: 2~6 days (Delays can occur due to stock availability, holidays, weather, natural disasters, etc.)
- For orders above $110, DHL shipping is free.
- Check shipping costs and delivery times at checkout.
- We subsidize $5 of the DHL shipping cost, making it only $21 for our customers.
- Please ensure to provide your phone number for shipping.

Q: What about International Mail (Economy mail) shipping?
- Delivery Fees: $6.5
- Delivery Period: 10~30 days (Delays can occur for various reasons)
- Orders of $70 or above get free delivery. 

Q: How can I track my order?
You will receive an email with a tracking number once your order ships. You can use this tracking number on various services like DHL, FEDEX, EMS (KOREA POST), K-PACKET (KOREA POST), etc., depending on your chosen shipping method. 

Q: When will I get my tracking number?
The tracking number isn't immediately available after placing the order. It usually becomes accessible 1-2 days after your order, notified via email or displayed in the "My account" section on our site when the shipment departs. 

Q: What if my International Mail(USPS) tracking number isn't showing any updates?
If your tracking number doesn't show updates, don't worry. Your order is in transit to the local post office and should update in a few business days. USPS orders may take 10-15 business days for delivery and might not frequently update their tracking information. 

Q: What precautions should I take for returning orders?

Please ensure that:

• Someone is available to receive the package at the shipping address.

• You provide a correct and complete address.

If these aren't met, packages might return to us. If so, you'll bear the re-shipping costs. Always track your packages to stay updated.

Track & Trace

Q: How do I find my tracking number?
Go to Your Account > Click on Your Orders > Your tracking number is located in the "Tracking link" section. 

Q: How do I track my package?
With your tracking number in hand, you can use the following methods to track your package:

• DHL

• FEDEX

• EMS (KOREA POST)

• K-PACKET (KOREA POST)

• International Mail (Economy mail)

• USPS

Q: When will I receive my tracking number?
The tracking number isn't immediately available after you place an order. It typically takes 1-2 days post-ordering for the tracking number to be provided, either through email or by logging into "My account" on our website. The number will be visible once the shipment has departed. 

Q: What should I do if my International Mail(USPS) tracking number isn't updating?
If your International Mail(USPS) tracking number shows no updates, don't panic. The order is on its way and should be updated soon. Depending on your location, delivery might take 10-15 business days. It's worth noting that USPS tracking info isn't updated frequently, typically only updating near delivery or upon completion.

Understanding the Expiry Date of Contact Lenses

Q: How can I determine the expiry date of my contact lenses?
The expiry date of contact lenses is typically based on the manufacturing date, indicated on the product's label. In Korean, this is stated as "제조일자", meaning "manufacturing date". The label may also include "제조(멸균)일로부터 5년~10년", which translates to "usable for 5 to 10 years from the manufacturing (sterilization) date", depending on the certification of the lenses.

Q: What if the label on my contact lenses appears different from others?
Product labels may vary in content and design based on the production date. However, the essential information remains consistent - contact lenses are designed to be usable for 5 to 10 years from the manufacturing date, depending on their certification. For any discrepancies or concerns, please contact us with photos of the label for clarification.

Q: What should I do if I'm still concerned about the expiry date?
For any uncertainties regarding the expiry date of your contact lenses, do not hesitate to contact us. Clear photos of the label will assist us in providing accurate help. Our customer service team is ready to address your queries and ensure your satisfaction and safety with our products.

Safety of Our Color Contact Lenses

Q: Are the color contact lenses sold by your company safe?
A: Our lenses are certified by the Korea Food & Drug Administration (KFDA) and are safe for use. Korean color contact lenses follow strict quality control standards to ensure safety. Our lenses are also produced with attention to safety and quality. Please purchase with confidence.

Payment Methods

Q: What payment methods are available?
A: Our store accepts PayPal and credit card payments. PayPal is a safe and easy method of payment, popular on the internet. Customers can use PayPal accounts to transfer funds using credit cards, debit cards, or bank accounts. Additionally, we accept various credit cards including Visa, MasterCard, and JCB.

FAQ: Packaging Update for Acuvue Lenses 

Q: Why does the packaging of my Acuvue lenses look different? 
A: Acuvue has recently implemented a significant update in the presentation of their products. This includes a change in the packaging design, which may differ from what you are accustomed to. Additionally, it is now a standard procedure for these products to be shipped without plastic wrapping. This modification is part of a broader initiative to enhance the product's appearance and is in line with efforts to improve environmental sustainability by reducing plastic use. 

The aim behind these updates is to refresh the brand’s image and to align with modern environmental standards and consumer expectations. We assure our customers that despite these changes in packaging, the quality and safety of the lenses remain unchanged. 

Q: Can I be sure the lenses I received are genuine and safe to use? 
A: Yes, you can be confident. All Acuvue lenses provided through our store are obtained directly from the manufacturer or authorized distributors. Despite the change in packaging, the lenses adhere to the high-quality and safety standards Acuvue is known for. If you have any concerns or further questions about your product, please feel free to contact us.

How to Use KLENSPOP Rewards Points

Q: How do I use my KLENSPOP rewards points?
A: To use your KLENSPOP rewards points, follow these steps:
1. Log in to your account on the KLENSPOP website.
2. Click on the "KLENSPOP rewards" app.
3. Select the "Use Points" category.
4. Click on "Get Credit" to convert your available points into store credit.
5. Apply the store credit to your next order during checkout.

Q: Is there a minimum order amount required to use my rewards points?
A: No, there is no minimum order amount required to use your rewards points. However, the amount of store credit you receive will depend on the number of points you have accumulated.

Q: Can I use my rewards points in conjunction with other promotions or discounts?
A: In most cases, rewards points cannot be combined with other promotions or discounts. However, there may be occasional exceptions, which will be clearly stated in the terms and conditions of the specific promotion.

Q: How can I check my rewards points balance?
A: To check your rewards points balance, log in to your account on the KLENSPOP website and click on the "KLENSPOP rewards" app. Your current points balance will be displayed on the main page.

Q: Where should I contact for inquiries?

A: For any inquiries, please contact klenspop@gmail.com. We are always happy to help.

K-LENSPOP for Beautiful and Healthy Eyes

K-LENSPOP has been committed for over 20 years to achieving beautiful and healthy eyes worldwide. For those with sensitive eyes, we offer functional lenses that meet strict KFDA standards, including silicone hydrogel, toric lenses, and Phosphorylcholine lenses. We continue to explore new solutions for better vision and provide various contact lens products necessary for the self-expression and beauty of modern women. Utilizing our patented technologies such as LACREON technology, HYDRACLEAR® PLUS, and HYDRACLEAR 1TM, we offer clarity, comfort, convenience, and high performance in vision. We strive to provide new ideas, science, and technology in lenses through continuous research and development, making it easier for people worldwide to see better. Additionally, we offer safe and reliable payment and shipping options for easy online shopping. Please consider using klenspop for reliable premium contact lenses.