Frequently Asked Questions

[accordion action="new accordions" class="demoaccordion"] [accordion action="new accordion" title="I forgot my password"] Please click Here and reset your password. [accordion action="end accordion"] [accordion action="new accordion" title="I want to return / exchange"] In Lenstok, returning or exchanging your orderded products due to your personal circumstances are not accepted. For defective products or if you receive the wrong items, please make sure you contact us by e-mail with the photos of the defective products immediately. We will contact you for more details throughout this process. [accordion action="end accordion"] [accordion action="new accordion" title="How can I get the information(power, base curve, etc...) about my eyes?"] Please consult with your nearest hospital. If you have a lens that you are using, please check the package of the lens. [accordion action="end accordion"] [accordion action="end accordions"] [accordion action="new accordions" class="demoaccordion"] [accordion action="new accordion" title="I want to cancel my order."] After ordering to the manufacturer, the order cannot be canceled or changed. However, you can cancel your order only before ordering to the manufacturer. In the case of payment using coupons, the coupons you used will not be reissued after the payment, so please check again at the time you make a payment. [accordion action="end accordion"] [accordion action="end accordions"] [accordion action="new accordions" class="demoaccordion"] [accordion action="new accordion" title="I was contacted about customs clearance."] Your residence / destination customs may require additional information and taxes to be required for customs clearance by law. Please pay the tax or submit additional information according to the instructions. [accordion action="end accordion"] [accordion action="new accordion" title="My tracking number is not available"] It will take 1-2 days for your tracking number to be available. Depending on the situation, it may take more time. However, if the tracking information is not updated after a week, please contact us. [accordion action="end accordion"] [accordion action="new accordion" title="How can I get the information(power, base curve, etc...) about my eyes?"] Please consult with your nearest hospital. If you have a lens that you are using, please check the package of the lens. [accordion action="end accordion"] [accordion action="end accordions"] [accordion action="new accordions" class="demoaccordion"] [accordion action="new accordion" title="I received a different product than I ordered."] We are very sorry for your inconvenience. Do not discard it, please contact us to cs@lenstok.com with the picture of the invoice and the product together. We will check immediately and reply you as soon as possible. [accordion action="end accordion"] [accordion action="new accordion" title="The lens seems to be defective."] We are very sorry for your inconvenience. Please contact us with invoice and product picture. For pictures, please make sure to include the defective part of the product clearly. Please do not discard bad products and keep them from deforming. We will check the picture and contact you with detailed instructions. ※Re-ship processing is not possible without defective products. [accordion action="end accordion"] [accordion action="new accordion" title="Is these lens safety?"] All lenstok lenses have passed the strict standards of the Japanese Ministry of Health and are safe products approved for sale in Japan. [accordion action="end accordion"] [accordion action="new accordion" title="I can not find option for right or left eyes(for monthly lenses)."] Do not worry. Right&Left power select funcion, to prevent customers mis-ordering one-sheet lenses It is not a problem to wear either way. If the powers of both eyes are different, you must order each power separately. [accordion action="end accordion"] [accordion action="new accordion" title="I know my hard lens power. Can i use this power for softlens?"] In some cases, hard lens power is not equivalent of softlens power. Please check your vision at the hospital. [accordion action="end accordion"] [accordion action="new accordion" title="Can I wear it if BaseCurve and LensDiameter are different?"] With many soft lenses, the difference of Base Curve and Lens Diameter is not important. However, if you have much difference, some people may feel uncomfortable. [accordion action="end accordion"] [accordion action="new accordion" title="The lens is frozen, can I use this?"] Even if the lens is frozen, the quality of the lens is not affected. Do not thaw the lens by applying heat. Please thaw in a room temperature. [accordion action="end accordion"] [accordion action="new accordion" title="I want to return / exchange"] In Lenstok, returning or exchanging your orderded products due to your personal circumstances are not accepted. For defective products or if you receive the wrong items, please make sure you contact us by e-mail with the photos of the defective products immediately. We will contact you for more details throughout this process. [accordion action="end accordion"] [accordion action="end accordions"] [accordion action="new accordions" class="demoaccordion"] [accordion action="new accordion" title="What kind of payment methods are available in lenstok?"] We support payment with paypal account, Visa, Master, JCB credit cards However in some cases, depending on the policy of the credit card company you are using - your payment may be declined. This case, please contact your card company. [accordion action="end accordion"] [accordion action="new accordion" title="About payment currency"] In Lenstok, All payments will be made in Japanese yen. All prices in non-yen currencies are used as reference, the payment will be made in yen. The displayed price may differ from the actual billing price and we do not offer a guarantee for it.  In addition, you may be billed by your credit card company for a fee after billing. [accordion action="end accordion"] [accordion action="end accordions"]