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        Frequently Asked Questions (FAQ)

        Q: What kind of payment options do LENS.MY offer ? 
        LENS.MY offers payment options as below:
        METHOD 1: CREDIT CARD 
        • Online payment via PayPal (Visa or Mastercard).
        METHOD 2: For BANK-online or offline bank-in (cash) payable to LEN.MY, our bank account information will be emailed to you after you have placed an order. 
        After bank-in, please email us to ask@lens.my the scanned copy of the payment slip with the following details:
        1. Order reference no.
        2. Your name and contact no.
        3. Online bank in payment amount.
        4. Date and time of bank in
        Please note that order will only be processed after the online payment has been confirmed or after the cash is deposited.

        Q: What kind of delivery service LENS.MY offer ? 
        We are charging a fee for PosLaju (WM & EM) and GDex (WM only) services for all items (except for bundle packages) on LENS.MY and FREE SHIPPING using GDex for West Malaysia and PosLaju for East Malaysia for all bundle packages. It takes us 1-3 working days to prepare your order. It usually takes courier services 1-3 working days for West Malaysia and 3-5 days for East Malaysia to deliver your order. In the event of overloading due to festive seasons or long holidays, it will take them longer to deliver. Do contact us at ask@lens.my if there is a delay in receiving your order. We will do our best to help track your order. 

        Q: How secure is shopping with LENS.MY?
        We want your online shopping to be worry-free, so we use SSL (Secure Socket Layers), the industry standard encryption standard for online purchase. All of your personal information, including your credit card number, is encrypted by SSL while you are placing the order.
        SSL encrypts your order information to avoid the decoding of that information by anyone other than LENS.MY. To check the security of your connection, look at the URL address bar of your browser window when you begin to checkout. If you see an unbroken key or a closed lock (depending on your browser), then SSL is active. When accessing a secure server, the first characters of the site address will change from "http" to "https".

        We endeavor to make every transaction you make at LENS.MY 100% safe. This means that you pay nothing if unauthorized charges are made to your card as a result of shopping at LENS.MY.

        *SSL available only if you make payment through our payment gateway like (PayPal)

        Q: I cannot remove and add items into my shopping cart. Why and how to resolve this?
        It should be a memory problem from your browser. Please follow steps on below link to delete the cookies:

        Q: I have signed up to LENS.MY but cannot login with my password. Why?
        One of the possible problem is that your account is not verified. A email with verification link had been sent to your registered email address for verification, please click on the verification link to activate your account.

        Alternatively, kindly contact us at ask@lens.my for technical assistance.

        Q: I have a user account with LENS.MY but forgot my password, what should I do?
        It is easy, go to My Account page and click on the Forgot password link. You will be prompted with a window and please enter your email address (it must be the same email address you registered with LENS.MY. The password will be sent automatically to the registered email address.

        Q: I have a user account with LENS.MY, how do I change my personal info and shipping address?
        Go to My Account page, login and you can modify your account details there.

        Q: Can I buy from LENS.MY without creating an account?
        Unfortunately no. However once you have created an account with us, it will be easier for you to shop with us next time. Just use your login (your email address) and password next time you shop with us. All your personal and address information will be automatically retrieved from your account.

        Q: I have received a few emails from LENS.MY. What are Orders Received, Orders Processed and Payment Receipt?
        Order Received: This email informs you that LENS.MY has received your orders and will process it as soon as possible.
        Order Processed: This email confirms LENS.MY has processed your order. 
        Order Shipped: This email confirms that LENS.MY has delivered/shipped the order to your shipping address.

        Q: Can I return an item after it is delivered to me?
        Yes, you can. However, there are terms and conditions for this. Please refer to the Return & Refund Policy link for more information on this.

        Q: I can't find a particular product/item I want from LENS.MY online store, what can I do?
        Kindly contact us at ask@lens.my for further enquiries. We will try our best to assist you or recommend you an alternative.