Helpdesk & FAQ

FREQUENTLY ASKED QUESTIONS & Help Desk

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Where can I get my order number?
We should have sent you order details by email after you placed the order. Sometimes it would be sent to your spam folder. Please search for "ieyebeauty" to find our emails, and put us to your whitelist.
Where can I get my tracking number?
We should have sent you tracking number by email after we shipped your order.
Sometimes it would be sent to your spam folder. Please search for "ieyebeauty" to find our emails, and put us to your whitelist.

And you can also find it on:

If you placed the order as a guest, go to AFTER SALES > TRACK MY ORDER PAGE and enter your order number and email.

If you placed the order as our member (or used social login), you can also go to MY ACCOUNT > VIEW ORDERS and click VIEW.
How can I check my order status?
If you placed the order as a guest, you can check the status on AFTER SALES > TRACK MY ORDER PAGE.

If you placed the order as our member (or used social login), you can also go to MY ACCOUNT > VIEW ORDERS.


How can I track my order?
You can track it from our website:

If you placed the order as a guest, you can check the status on AFTER SALES > TRACK MY ORDER PAGE, click LIVE TRACK YOUR ORDER button after entering your email and order number.

If you placed the order as our member (or used social login), you can also go to MY ACCOUNT > VIEW ORDERS and click TRACK.


When can I get my order?
The total shipping time between you order and receive your order is PROCESSING TIME + DELIVERY TIME. Most of the items take 1-3 days to process, but some will be longer, you can check the required processing time on the product pages.

About delivery time:

Normally it takes 2 weeks by Registered Air Mail, or 1 week by EMS Speed Post to ship to American, European, and Australian countries.

If you are shipping to Asian countries, it should take 1-2 weeks by Registered Air Mail, or less than 1 week by Speed Post.
Why the order has not been shipped yet?
Normally we ship your orders in 1-3 working days (excluded Saturday and Sunday, and Hong Kong's Holiday).You can check our working days here.

But some of the items require more processing time before shipment, you can check the processing time on the product pages. It shows above the ADD TO CART button.

If it has been longer than the processing time it shows, please contact us.
Where is my order? The tracking status shows delivered but it is not.
Please check your mail box or ask if your family, roommate, or front desk received it for you.

There is also a slight chance that the post office delivered it to your neighbor.

Please let us know if you can't find it anywhere.
Can you mark my package as a gift so I won't be charged for tax?
We mark all the orders as a low value gift (normally as US$10). The total billed at checkout should be the final amount you pay, inclusive of tax, with no additional charges at the time of delivery.
Do you Ship To My Country?
Yes, we ship worldwide. If you are unable to checkout with your address, please contact us and we will find a solution for you.

Where Do You Ship From?
Orders are despatched from our packaging facilities in Hong Kong.

I Accidentally Entered In The Wrong Address During Checkout! Can I Still Change It?
Please contact us ASAP with your order number and your correct delivery address. If we haven’t despatched your parcel yet, then we will be able to change the address. However, if your parcel has been despatched already, then we cannot change it. We are not responsible for misdelivery in this case.

Can I Request That The Postman Leave The Parcel On My Front Porch Or That It Skip The Signature Requirement?
No, sorry, it is unsafe to do so. A signature is required to fully ensure that the parcel gets delivered to the recipient and to minimize the risk of loss. Otherwise, compensation for a lost package would not be offered by the postal service.

How Much Is Shipping?
We offer FREE Worldwide Shipping(by default Global Registered airmail) for all our products.

How Long Does Shipping Take?
Average of 10 to 17 business days (not including weekends and holidays) by International Registered airmail (default method) worldwide. Speedpost (additional fee) is equivalent to EMS, and takes 2 to 6 business days to most locations. Please read our Shipping Info Page for the full details.
What Do The Different Order Statuses Mean?

Here is a short description of what your order status means. Please note that “business day” refer to working days, excluding holidays and weekends.

“Processing”:
Your order and payment have been received by our system and is currently awaiting processing. This step usually takes 1 business day.

“Awating Shipment”:
Your order is currently processing. This step usually takes 1 to 3 business days + any additional days indicated for processing on the product webpage. For example, all Freshlook, CIBA Vision, Acuvue & Bausch & Lomb products require an additional 2 business days for processing. If your order contains toric lenses which are made to order, the order will remain in this stage until the toric lenses have been manufactured in South Korea and shipped to our warehouse in Hong Kong (2 to 4 months as indicated on the product page). We do not guarantee that any changes can be made at the order even while it is at this stage due to the high volume of post we have to process.

“Shipped”:
Your order has been despatched from our Hong Kong warehouse. We have handed it over to the courier who will then forward it to the post office.

“Awaiting Payment”:
Payment is pending or the complete payment hasn’t been cleared by Paypal. This occurs usually when you pay with Paypal via your bank account, so the payment is sent as an eCheck which takes up to 1.5 weeks to clear (depending on your own bank’s policies).

“Out of Stock”:
Some of the items you ordered is currently not in stock. You should receive a separate email suggesting the related product to order instead.

“Ordering Custom Item”:
Your order includes custom made item(s) and it is currently making to order.

“Manual Verification Required”:
There is a small problem with your order, such as incomplete address detected, payment problem, etc. You should receive a separate email detailing the problem.

“Refunded”:
Your order has been partially refunded due to an item being out of stock OR you have have initiated a Paypal dispute OR we have refunded your order for other reasons which we would have stated in a separate email or in the Paypal refund itself.

I Haven't Received A Response From Customer Service!

We strive to reply to all e-mails within 24 hours of receiving your message. We admit that we’re human and we apologize if we may have overlooked your e-mail. In that case, please kindly send us another message using the Contact Us form. However, the lack of reply is usually due to one of these two possibilities:

1. Our e-mail went to your SPAM box. To prevent this, add “info@ieyebeauty.us” or the domain “ieyebeauty.com” to your contacts list. Or go to your SPAM box, look for our message and mark it as “Not Spam.”

2. You supplied a wrong e-mail address. Double-check to see whether you missed a letter, or if you registered with Yahoo instead of Gmail. Contact us again, supplying your correct e-mail address.

I Am A Blogger Or Youtube Guru. Would You Be Interested In Sponsorships Or Collaborations?
YES! We are totally open to discuss collaborations and sponsorships with bloggers or Youtube beauty gurus. Feel free to send in an application. If we fall in love with your blogging skills, we will definitely contact you for sponsorship opportunities.
Why Doesn't The Tracking Number Work On The Website Of My Country's National Postal Service?
The tracking number will be available on your country’s national postal service’s website after it has left Hong Kong and passed through your country’s customs.

Most countries (USA, Canada, etc.) offer tracking within the destination country. However, we regret to inform that there are some which do not (e.g. UK, Australia). This means that you will only be able to use the tracking number up to the point that the parcel leaves Hong Kong.

Why Haven't I Received A Tracking Number Yet?
Tracking numbers are updated to your account 2 to 3 business days after the parcel has been despatched. Since there is 1 to 3 business days for processing, this means that you should receive in the tracking number in 3 to 6 business days after placing your order.

How Do I Track My Order?
The tracking number for your parcel will be emailed to you and updated in your account once your parcel has been despatched. After that, please refer to our Shipping & Tracking page. You will find the way to track the orders.
Is There Product Warranty?
Items that are found to be physically defective (e.g. tears, uneven coloration) in intact, unopened packaging within 6 months of purchase may be replaced with the same item or one of equal/lower value. Please contact us with a photo to show the defect.

Can I Cancel An Order?
If you wish to cancel your order after payment is made due to any reason, kindly inform us BEFORE YOUR ORDER IS SHIPPED. A full payment will be refunded. If you wish to cancel your order after the order is shipped, please refer to our Returns Policies

When Will You Restock Item?
Sorry, we cannot provide exact restock dates as there are many factors which affect the lead time from the factory. However, Most of the items will restock within 1-2 month.

Does Each Unit Of Contacts Purchased Come With A Free Case?
Yes, but these free lens cases are subject to stock availability. We do not guarantee that one will be included with every pair of lenses for this reason. These are easily available and very affordable from any dollar/drug store. However, 95% of the time the cases will be included with the lenses.
What If I Don't Require Vision Correction? I Don't Need Glasses.
Please order 0.00 (plano) lenses. However, if you have never worn contact lenses before, we still recommend that you check with an optometrist beforehand to see if your eyes are suitable for lenses in the first place.

Do I Need To Have An Eye Exam Before Ordering Cosmetic Colored Contact Lenses?
If you are a first-time cosmetic lens user, we highly recommend that you check with your optometrist to see if you are a good candidate for contact lenses. Your eye care professional should be able to give you expert advice and guidance on the proper handling and usage of cosmetic lenses. You should visit your optometrist for an eye exam at least once every two years to be completely up-to-date on the health condition of your eyes.

How Long Can I Wear These Lenses? Can I Wear Them Everyday?
We do not recommend wearing these lenses for more than 6 hours at a time, nor do we recommend wearing them everyday. Color contact lenses are meant for cosmetic enhancement only and not as a direct replacement for conventional clear lenses.

Are These Contact Lenses Safe?
We purchase from the largest and most trusted manufacturers in Korea who export their products to many countries globally. They have received numerous awards and certifications, some of which include the KFDA (Korea Food and Drug Administration), MHLW (Japan Ministry of Health, Labour and Welfare), ISO (International Standard Organisation), CE (Conformité Européenne), KGMP (Korea Good Manufacturing Practice) and UKAS (United Kingdom Accreditation Service). These contact lenses do not pose a health risk any more than regular conventional contact lenses do. If you don’t practice proper hygiene and don’t take care of them, of course there will be a risk wearing them.

If you follow proper contact lens care instructions (e.g. disinfecting, rinsing and storing them in solution, washing your hands with antibacterial soap before touching them, not wearing them for extended periods, not sleeping in them, etc.), then you should have no health issues concerning the use of not just these lenses, but any kind of contact lenses. These lenses, just like regular contacts, come in hermetically sealed vials in buffered, sterile saline solution. Therefore, they are safe to wear, but your health, again, depends on how well you follow a hygiene regime!

Do You Carry This Brand/Style/Model?
If you see a brand of circle lenses that you like but we don’t carry, please do not hesitate to tell us! Through our close relationship with many manufacturers and importers and our years of expertise in the circle lens industry, we will help you source the product or recommend something similar. We are always looking for more ways to serve our clients’ interests and desires!

Are Your Products Authentic? How Can I Guarantee Authenticity?
Our lenses are guaranteed authentic, as we source products directly from Korea. We have documents for proof available upon request. We only sell products that we ourselves would use, and we don’t want to put fakes in anyone’s eyes! For all GEO lenses produced after 1 April, 2009, authenticity stickers are provided on each vial. As part of the company’s “Anti-Fake Campaign,” customers can check the code on the sticker on the manufacturer’s website to verify.