Frequently Asked Question
Find quick answers to common questions about our services, processes, and policies. We’ve compiled this section to make your experience seamless and hassle-free. If you don’t find what you’re looking for, feel free to reach out to us!
Returns & Refunds
Before mailing out your returned package, please make sure to initiate your return request on the Eyesome website within 14 days from the delivery date of your order.
Please follow these steps to make a return:
1. Log into your account using the email address associated with your order.
2. Go to “My orders” and Click “Return”.
3. Click on “Reason for Return” and find the reason for your return.
4. Click on “Refund Method” to initiate your refund process.
5. Click on “Return Method” to initiate your return process and address.
6. We will contact you within 10 working days and refund you after 5 business days from when the shipping company returns the item.
Generally, it takes 5-14 business days for the order refund to arrive to account, which varies from bank to bank/credit company/online account issues the refund step.
Funds received do not come from payer to receiver directly but need step in by payment agent platform. Which means the actual time of customer receive their funds is also affected by the different issuer bank/credit company/online account process the step.
Regarding the specific arrival time, please also pay attention to the time limit for processing certain transactions in the country where the payers are located.
Please return the item(s) within 7 days after you receive the shipping label or return address. If you return the package by yourself, please do fill in the return tracking number and carrier name.
Yes, if you wish to exchange size or color for items, please go to the drop down menu for returns to process your request.
Please note: Any products that are in intimate contact with the body such as bodysuits, bralettes, sports bras, etc. based on the principle of being responsible to all our customers, we do not provide exchange services. However, you can request a return for refund within 14 days if the order was not paid with store credit. Please refer to our return policy for more details.
Shipping & Delivery
You will receive a shipping notification email containing the tracking link as soon as your order has been shipped. The tracking page will be updated to reflect the real-time location of your order. You can track your order with your tracking number.
Please note that the estimated delivery date depends on the delivery address and the shipping method selected.
Typically, for in-stock products, it will take 1-3 days for the order to be processed.
If you haven’t received a shipping notification email 3 days after you’ve placed an order, please contact us. We will wait until all the items in your order become available before shipping your order.
If your order is delayed due to external factors, you will receive a shipping delay notification via email with the latest status of your order.
For in-stock products: Your receiving time will contain 1-3 days of order processing time plus the shipping time.
We will make every effort to deliver your package on time. However, delays may occur due to invalid addresses, customs clearance issues, public holidays, peak seasons, etc. Your patience is highly appreciated.
Please follow the steps below:
1. Double check the delivery address on your order is correct.
2. Ensure that your package wasn’t picked up by someone else or delivered to a different location outside your property.
3. Check for notice of attempted delivery via email or on our tracking page.
If you still cannot find your package, please feel free to contact us at [email protected]
Order Issues
Normally, an email with your tracking number will be sent to your account email address once the order is shipped out.
If you did not receive this email, you can check the following situations:
1. Please check whether the email address you used to place the order is correct.
2. Please check your junk folder to see whether the email was misplaced.
3. Please check the order status in your account to see whether it is shipped.
Please note that orders can only be modified before they leave us. If your order is still in processing, please contact us and we will do everything we can to help modify your order for you. If you wish to cancel your order, please refer to the order details or confirmation email for your order. If your order has not been shipped, you will be able to cancel the order through the order details page. Once your order has left us, we are unable to make any changes to the order and you must wait until it is delivered. Once your order is delivered, you can request a return for a refund within 14 days if the order is not paid for by store credit. Please refer to our return policy for more details.
Please note that orders can only be cancelled before they leave us. You can cancel your order by yourself before it has shipped through the order details page.
Your billing address was set when you registered your account. Please contact your card issuer if your billing address needs to be updated.
Please contact us ASAP. Email us with your order number, information regarding the problem, and provide pictures if there is any damage and/or quality issues.
Item(s) in your order might be missing due to the following two reasons:
1. Items in your order have been mailed out in more than 1 package due to weight limit or delay of pre-ordered item(s).
2. Item(s) were lost in the process of packing or transportation.
If you have encountered any problem with your order, please contact us at [email protected] with your order number and a picture of the item(s) you have received.
Please leave your review after confirming delivery in your order detail and write a review.
Other Inquiries
Please kindly note that all records and contents of the account will disappear if it is deleted. If you decide to delete the account, please submit a request.
If you no longer wish to receive promotional emails from us, simply click the “Unsubscribe” button at the bottom of the promotional email you received.
Eyesome is based in Dubai, United Arab Emirates.
Typically, you will receive a reply to your email inquiry within 24 hours. If you haven’t received a reply after 24 hours, please check if your inquiry was sent to the correct email address or if the reply email is in your spam box.
We recommend that you add our email address to your contacts so you won’t miss any emails from Eyesome. Thank you for your understanding!
Payments & Promos
Credit or debit card (Visa, MasterCard, American Express, Discover) and Tabby.
Please select the code of your gift card/store credit/coupon on the checkout page to apply the discount to your order.
Uh oh! This should not occur, however, please don’t worry! Please check first to see if you accidentally placed multiple orders. If not, please take a screenshot of the payment history and contact us.