Frequently Asked Questions

1. About Our Products
Are your lenses safe?
Yes. GLEGLOW lenses are FDA Approved and produced in CE-certified facilities. Each pair goes through strict quality-control procedures to support safety and comfort.

Will the colors match the photos?
Our lenses are photographed under natural lighting. Slight variations may occur depending on your natural eye color, lighting environment, and screen display.

Do you offer prescription options?
Yes. Most lenses are available in plano (0.00) and prescription ranges from 0.00 to -8.00, depending on the product.

Do plano (0.00) lenses require a prescription?
Yes. All contact lens orders, including 0.00/Plano decorative lenses, require a valid contact lens prescription. Plano means the lens has no corrective power; it does not remove prescription or professional-fitting requirements.

2. Orders & Shipping
Where do you ship from?
Orders are processed through our international fulfillment network and shipped directly to your delivery address.

How quickly is my order processed?
Orders are processed within 24 business hours.

How long is U.S. delivery?
U.S. standard delivery takes 9–15 business days after dispatch. Express delivery takes 5–8 business days where available. Customs, weather, carrier delays, or remote destinations may affect delivery estimates.

How will I know when my order has shipped?
After your order is dispatched, you will receive an email notification with shipment information.

How can I track my order?
Select Order Status in the homepage navigation and enter your email or phone number and order number.

Will I be charged customs fees?
Most orders pass through customs without fees. Regulations vary by country, and local authorities may apply duties or taxes. If this occurs, these charges are the customer’s responsibility.

3. Payments
What payment methods do you accept?
We accept major credit and debit cards, along with the secure express payment methods displayed at checkout. Available options may vary by country, device, and currency.

Which currencies are accepted?
Prices may display in your local currency for convenience. Orders are processed in USD, and final taxes and shipping fees are calculated at checkout using the applicable exchange rate.

My payment failed or was declined — what should I do?
Please take a screenshot of the error and contact clientservice@gleglow.com. Declined payments cannot usually be reinstated, so you may need to place a new order using another available payment method.

4. Order Issues & Changes
I missed an item from my order — what should I do?
Please confirm the item appears on your order confirmation and check your email, including spam or junk folders, for stock, split-shipment, or partial-fulfillment updates. If you still need help, contact clientservice@gleglow.com.

Can I change or cancel my order?
Contact us as soon as possible. If the order has not been dispatched, we will make reasonable efforts to update or cancel it. Changes cannot be guaranteed once fulfillment has begun.

I entered the wrong address — what can I do?
Contact us immediately. If the order has not been dispatched, we may be able to update the address. After dispatch, address changes are usually not possible. Any available resolution will be reviewed according to the carrier status and our policy.

5. Returns & Refunds
Do you offer refunds?
Refunds are available only for verified product quality issues, such as defective, torn, shriveled, incomplete, or otherwise unusable lenses. Due to the medical nature of contact lenses, we cannot accept returns or issue refunds for change of mind, customer selection errors, shipping issues, incorrect items, or opened or worn lenses without a verified product quality issue.

What should I do if my lenses have a product quality issue?
We offer 14-Day Support for Verified Product Issues. Contact clientservice@gleglow.com within 14 days of delivery with your order number and clear photos or videos of the affected item and packaging. Keep the item and packaging, and wait for written approval before returning anything. Claims are reviewed before an eligible refund or replacement is approved. See our Return & Refund Policy for eligibility and exclusions.

What if my package was damaged in transit or I received an incorrect item?
Contact clientservice@gleglow.com as soon as possible with your order number and clear photos or videos. Shipping damage and incorrect items are handled separately through delivery support or order correction under the applicable terms; they are not covered by the product-quality refund policy.

My package is delayed — can I get a refund?
No. Shipping delays, loss, or non-delivery are not eligible for a refund under the product-quality refund policy. Contact us so we can investigate with the carrier and arrange any eligible delivery-support resolution under applicable terms.

6. Product Use & Safety
How long can I wear the lenses?
Most GLEGLOW lenses are suitable for up to 8 hours of daily wear. Do not sleep, swim, or shower while wearing contact lenses.

Are your lenses suitable for beginners?
Our lenses are designed to be soft and comfortable. If you experience discomfort, remove them immediately and consult an eye-care professional when appropriate.

How should I store my lenses?
Always use fresh contact lens solution, keep your lens case clean, and never use water or saliva on lenses.

7. Contact Us
For assistance, contact clientservice@gleglow.com. We typically respond within 24–48 business hours.