FAQ
Product Condition
Q: I have a question about the condition or description of a product. Can I contact you?
A: Of course. Please feel free to contact us if you have any questions about a product before placing your order.
If there is anything that is difficult to show clearly in photos, we may also be able to provide additional photos or video upon request.
Order Information
Q: Do I need to provide a phone number and my full name for shipping?
A: Yes. Please provide your full name, complete delivery address, and phone number when placing your order. This information may be required by DHL for international delivery and customs clearance.
Please make sure that your shipping information is accurate before completing your order.
Payment Methods
Q: What payment methods do you accept?
A: Available payment methods are displayed at checkout and may vary depending on your country or region.
We accept major payment methods supported by Shopify Payments and other payment providers available at checkout.
Delivery
Q: Which shipping carrier do you use?
A: We ship our orders from Japan by DHL. A tracking number is provided for every shipment.
Orders are shipped Monday through Friday.
Q: Do you ship internationally?
A: Yes. We ship internationally to many countries and regions where DHL delivery is available.
However, shipping availability may vary depending on the destination country, region, or applicable shipping restrictions.
If you are unsure whether we can ship to your destination, please contact us before placing your order.
Q: When will my order be shipped?
A: We will ship your order within 2 business days after payment.
Saturdays, Sundays, and Japanese national holidays are not included as business days.
Q: Will I receive a tracking number?
A: Yes. We provide a tracking number after your order has been shipped so that you can check the delivery status.
Q: How long will delivery take?
A: Delivery times vary depending on the destination country or region and may also be affected by customs clearance and local delivery conditions.
Please contact us if you would like more information about delivery to your destination.
Import Duties and Taxes
Q: Who is responsible for import duties and taxes?
A: Import duties, taxes, customs clearance fees, and other charges are not included in the item price or shipping charge unless otherwise stated at checkout.
Any applicable import charges are the buyer's responsibility.
Please check your country's customs regulations before placing an order, as import charges vary by destination.
Q: Can you declare a lower value or mark my order as a gift?
A: No. We declare the actual purchase price and product information on all customs documents.
We do not declare merchandise below its actual value or mark purchases as “gifts.”
Cancellations
Q: Can I cancel my order after placing it?
A: If you need to cancel an order, please contact us as soon as possible.
If your order has already been shipped, it cannot be canceled. Please refer to our Return Policy for information about returns after delivery.
Returns
Q: Can I return an item after receiving it?
A: Yes. We accept returns within 30 days of delivery, subject to the conditions stated in our Return Policy.
Please contact us before returning an item and refer to our Return Policy for complete details, including return eligibility and return shipping costs.
Warranty
Q: Do your products come with a warranty?
A: Yes. Our products are covered by the 90-Day GAOLENS Store Warranty.
The warranty covers eligible functional defects that occur under normal use during the warranty period.
Please see our Warranty Policy for complete coverage details and exclusions.
Coupons
Q: I forgot to apply a coupon when placing my order. Can it be applied afterward?
A: Unfortunately, coupons cannot be applied after an order has been completed.