Customer Guide

1Before you order

• Check before you pay. Make sure the power, color, quantity and shipping address are correct, including your state or province and postal code. We ship exactly what is ordered to the address on the order.
• Colors look different on everyone. How a lens looks depends on your natural eye color, the lighting and your screen. A different look, color or size from what you expected is not a defect.
• Wear them safely. Follow the wearing schedule, never share lenses, and ask an eye care professional if you are unsure whether contact lenses suit you.

2Cancellations & changes

1. Order placedYour order waits for the next dispatch.
2. Request a cancellation or changeGo to My Account → Orders and select your order. Choose Request cancellation, or change the power, address or email if that option is shown.
3. Dispatch cutoffMon, Wed, Fri at 9:00 AM Korea time (KST). After the cutoff, the order is packed and handed to the carrier.

• We review cancellation requests before the next dispatch. Approved cancellations are refunded in full to the original payment method. Your bank may take a few business days to show the refund.
• Once an order has been dispatched, it can no longer be cancelled, changed or refunded, even if the tracking has not updated yet.
• If you can’t use My Account, email info@ishalens.com with your order number before the cutoff.

3Shipping & tracking

• The shipping fee you pay covers delivery from Korea to your country. Rates are listed in our Shipping Policy.
• For Korea Post shipments, the same tracking number works on your national postal service’s website.
• Tracking can pause for several days while a parcel is in customs or moving between carriers. This is normal. Delivery times are estimates and are not guaranteed.

4Customs & local fees

Your country’s customs office and postal service may charge fees when your parcel arrives. These fees are set and collected locally. I-SHA does not charge or receive them, and we can’t refund them.

• Paid by the recipient: import duties, VAT or GST, customs clearance or handling fees, and fees charged by your local post office at delivery, such as customs presentation or delivery fees.
• United States: tariffs are collected at checkout when they apply.
• European Union: parcels are shipped duties unpaid. From July 1, 2026, EU orders may include an additional fee of about USD 3.50 under EU rules, plus local VAT and handling fees.
• Want a breakdown? Ask the delivery staff or your post office for an official receipt.
• Some countries regulate contact lenses as medical devices. Please check your local import rules. If customs refuses, confiscates or destroys a parcel, or a parcel is refused because fees were not paid, we can’t issue a refund.

5Delivery problems

6Wrong, missing, defective or damaged items

Email info@ishalens.com within 7 days of delivery. Include your order number and the photos or video below. Once we have reviewed them, we will send a free replacement of the correct item, in the same power. Tip: record a video while you open your parcel. It is the fastest way to resolve any claim.

For wrong, missing, defective or damaged items, we send a replacement. We don’t issue refunds for these cases, and you don’t need to return the item. The only refund after delivery is for an Axis-Lock lens that keeps rotating, as described above. If you feel more than mild discomfort, take the lenses out right away and see an eye care professional before contacting us.

7What we can’t cover

We can’t refund, replace or exchange an order in these cases:

• Color, look or size differs from what you expected
• Lens moves or doesn’t center on the iris (Axis-Lock rotation: see section 6)
• Missing-item claims without an unboxing video
• Mild dryness or discomfort
• Slight blurriness
• Change of mind
• Wrong power, color or quantity selected at checkout
• Pack quantity misunderstood
• Incorrect or incomplete address
• Lens torn, frozen or damaged during handling or storage
• Delays caused by customs or carriers
• Duties, taxes and local fees
• Claims made more than 7 days after delivery

8Disputes & fair use

• If something goes wrong, please contact us first. We resolve most cases within a few days.
• Before checkout, you confirm that you have read this guide. If a payment dispute or chargeback is opened, we share the order record, tracking history and that confirmation with the payment provider.
• We may decline future orders from accounts involved in abusive behavior, repeated unsupported claims, or disputes opened contrary to this guide.