Q: What is Lavue lens made from?

A: All Lavue 3-months replacement lenses are made of hydrogel.

Q: How do I find out more about your products?
A: You can explore our product page to know more about our products. If you still have any questions related to our products, do not hesitate to contact us and we will be more than happy to assist you.

Q: How do I check the status of my order?
A: Once the shipment is out, you will receive an email containing the tracking number of your order. You may use the tracking details to track your order from the link provided in the email. You will also receive an email from our courier provider for updates on the whereabouts of your parcel.

Q: Is there a discount code for first time customers?
A: Unfortunately, we do not offer any discount for first time customers. However, we do provide reward points for any purchase.

Q: I placed an order but never received a confirmation email.
A: You should receive an order confirmation upon placing an order with us. If you have not received any, try to check in your junk/ spam folder. If you still can’t find it, feel free to contact us for further assistance.

Return & refund

Q: Can I add/change my order after it is placed?
A: You can Whatsapp our customer service at 0109280209 to check if you can add/change your order.

Q: How to return via drop off?
A: You can walk into our office but please contact our person in charge beforehand to check the stock's availability.

Q: How to return via mail? (SM & SS)
A: You can return the item to our office address and contact our customer service at 0109290209 to let them know.

Q: Can I return or exchange an item after receiving it?
A: Sure you can! But exchange is subject to stock availability. Please note that we only offer exchanges for normal price items. However, if the item you wish to exchange is not available we will offer store credit equivalent to the amount of your purchase.

Q: What should I do if I receive a faulty item?
A: At Lavue, we aim to provide you with high quality products and best service at all times. However, if you received a defective item from us, please contact our Customer Service Team and we will sort your issue as soon as we can.

Q: Return & refunds policy

A: PRODUCT RETURN AND EXCHANGE POLICY

1. Items must be returned in original & good condition with all tags attached. The white tag must not be torn. Once open, the item is considered SOLD.
2. Items must be returned within 7 working days from the date on the official receipt/ invoice.
3. Return / Exchange of item is subject to stock availability.
4. Discounted/ Sales items are non-returnable and non-exchangeable.
5. Customers must consult our person-in-charge first before proceeding with returns/exchanges.
6. Postage fee will be charged: RM8 SM & RM13 SS.

Payment options

Q: Can I pay via bank transfer?
A: Yes of course! You can pay via bank transfer online via FPX for Malaysian bank accounts only. You may click on the payment option and you will be redirected to a secure page. Next, just follow the instructions to continue with your payment.

Q: How do I use my discount code?
A: Whenever you’re ready to checkout, just click the ‘Checkout’ button and you may enter your discount code in the space provided and next click ‘Apply’. Your bill will then appear next.

Shipping & delivery

Q: Can I opt for self pick-up?
A: Sure thing! Remember to opt for a self pick-up option when you do your purchase on our website. We are open for pick-up every Monday - Friday from 9 am - 6 pm.

Q: Can I opt for an express delivery arrangement (Grab/Lalamove)?
A: Sure thing! You can arrange for Grab/Lalamove delivery on your own. Don’t forget to provide your order number and details to your rider for pick up.

Q: Can I track my order?
A: Of course you can! Your online purchase will be processed and shipped within one to two working days (don’t worry we will try to do it as fast as we can!). Once the shipment is out, you will receive an email containing the tracking number of your order. You may use the tracking details to track your order from the link provided in the email.

Q: Shipping charges
A: Shipping charges is RM8 for Semenanjung Malaysia and RM13 for Sabah Sarawak

Q: Do you ship worldwide?
A: Sorry currently we don’t ship worldwide.

Q: How long does it take to receive my order?
A: For Klang Valley areas, it will take around 2-3 working days (NinjaVan) to receive your order. For outside Klang Valley, it will take around 3-5 working days. Please note that delivery times may take slightly longer than usual during peak shopping season.