Frequently-Asked Questions (FAQs)
DO YOU SHIP INTERNATIONALLY?
Currently, we only ship within Malaysia & Singapore.
WHAT IS THE COST OF SHIPPING?
West Malaysia RM 8
East Malaysia RM18
HOW SOON WILL MY PRODUCT BE DELIVERED?
Products will be delivered within 3-7 working days upon successful payment. Please expect delays during festive seasons and sales promotion periods as order volumes are high during these times. We are not responsible for delays caused by the shipping courier.
WHEN IS THE CUT OFF TIME?
Our cut off time is 4pm. Any orders made after 4pm will be processed the next working day.
HOW DO I TRACK MY ORDER?
Kindly check your order status in the ‘My Account’ section. Your tracking number will also be sent to your email address.
WHAT IF I NEED TO CHANGE MY ORDER OR DELIVERY ADDRESS?
You may contact our customer service within 24hours to make amendments. However, we work fast here at NOSEON so if your order is already being processed, you will not be able to make any changes.
WHAT IS YOUR REFUND POLICY?
We only accept returns or refunds for products with factory defects or any wrong items delivered.
HOW DO I RETURN AND/OR EXCHANGE DAMAGED PRODUCTS/WRONG ITEMS?
Please send your order number to our customer service and state the reason for returning.
CAN I HAVE AN ITEM EXCHANGED IF I CHANGE MY MIND?
Sorry, but we only do returns and refunds for products with factory defects or any wrong items delivered.
WHAT IS YOUR WARRANTY POLICY?
Our warranty only covers products purchased from NOSEON with factory defects. This warranty does not cover damages caused by patient’s mishandling of products.
The warranty for your eyewear is valid for three (3) months from the date of store pick-up.
WHAT IF THERE IS A PRESCRIPTION ERROR?
Prescription errors made by our in-lab optometrist will be covered and your lenses will be remade at no charge. Kindly note that it is necessary to return your glasses back to us within 15 days from the day you received the product. Please send your order number to our customer service.
HOW DO I KNOW IF THESE FRAMES FIT ME?
We understand that you are probably used to shopping for glasses at a physical store. But don’t worry! We’ve prepared a simple size guide that is easy for everyone to follow. This way, you get to save time and cost at the same time!
CAN I ORDER MULTIPLE PAIRS OF GLASSES WITH DIFFERENT PRESCRIPTIONS?
Unfortunately you are not able to do that. We recommend making separate orders for different prescriptions due to our warranty policy issues. This is so that we can better protect you in case you receive a defective frame.
CAN I ORDER GLASSES WITHOUT PRESCRIPTION?
Yes you can. We highly recommend you to upgrade your lenses to iMedic 420 as it can protect your eyes from harmful blue rays emitted from your digital devices as well as other UV and high energy visible light for only RM42.
CAN YOU MAKE READING GLASSES?
Yes we can.
HOW CAN I CONTACT CUSTOMER SERVICE?
Need help? Fret not. You may contact our customer service between 10:00AM to 6:00PM.
CAN I VISIT YOUR STORE?
NOSEON operates fully online which helps limit our expenses and allows us to manage the sales price of our products. You can still visit us on our social media platforms!
WHAT IS IMEDIC420 FOR?
It is a protective lens that shields against UV and high-energy visible light.
WHAT DOES PUPILLARY DISTANCE (PD) MEAN?
PD is the distance measured in millimeters between the centers of the pupils of the eye. You may refer to our PD measurement guide to learn how to measure it yourself!