Frequently Asked Questions
Order
a. Help! I have an issue with my order!
We’re so sorry to hear that! We want you to love your experience at HUE as much as possible which is why we’re here to help! For any questions or concerns, please feel free to contact us at hello@hue.co.id and we can help you with all your needs. Please add your Order Number to the Subject of your email and your concern!
b. Can I exchange my order?
Sorry, we don’t do exchanges! If there is significant damage made to your order or your product is faulty, please contact us at hello@hue.co.id and we will help you sort it out for you!
c. My Order Came Damaged!
If your order looks suspiciously damaged, please film you opening up the package as proof for us and if the contents are ruined we’ll happily replace the order for you! Record an unboxing video (full 360 angles) when you’ve received a package from us. The unboxing video is necessary as proof for damage cases, so please record it in clear lighting.
d. How can I edit or cancel my order?
If you’d like to edit the items you’ve ordered or cancel your order please email us within 12 hours of your order so we can try to sort it out for you! Please email us at hello@hue.co.id with your order number!
We’re so sorry to hear that! We want you to love your experience at HUE as much as possible which is why we’re here to help! For any questions or concerns, please feel free to contact us at hello@hue.co.id and we can help you with all your needs. Please add your Order Number to the Subject of your email and your concern!
b. Can I exchange my order?
Sorry, we don’t do exchanges! If there is significant damage made to your order or your product is faulty, please contact us at hello@hue.co.id and we will help you sort it out for you!
c. My Order Came Damaged!
If your order looks suspiciously damaged, please film you opening up the package as proof for us and if the contents are ruined we’ll happily replace the order for you! Record an unboxing video (full 360 angles) when you’ve received a package from us. The unboxing video is necessary as proof for damage cases, so please record it in clear lighting.
d. How can I edit or cancel my order?
If you’d like to edit the items you’ve ordered or cancel your order please email us within 12 hours of your order so we can try to sort it out for you! Please email us at hello@hue.co.id with your order number!
Shipping
How long will it take for my order to deliver?
All delivery times are subject to the delivery destination, once you've placed an order you’ll receive an email from our courier company regarding your tracking number and estimated delivery date and time! If you haven’t received this email, please check your spam/junk folder or email us at hello@hue.co.id!
All delivery times are subject to the delivery destination, once you've placed an order you’ll receive an email from our courier company regarding your tracking number and estimated delivery date and time! If you haven’t received this email, please check your spam/junk folder or email us at hello@hue.co.id!
Return & Replacement Policy
We are happy to refund or exchange any unopened, undamaged and unexpired contact lenses up to 30 days from the date that the lenses have been delivered. Unfortunately, we cannot accept returns on made to order lenses and we cannot accept lenses that are returned in an unsaleable condition. Sale-able condition means that the lenses are unopened, sealed and unexpired, the products must be in their original product packaging and the hygiene seals must be untouched.
We would recommend that International returns be sent using a tracked postal service or by using a tracked courier service, the transportation cost for international returns must be paid by the customer.
To initiate a return, please contact our customer service team who will be very to help you with the process, and aim to make this as simple as possible. Our team are available 24/7 at hello@hue.co.id
We are sorry that we have to impose such strict rules but had to do so for reasons of fairness to all our customers.
We would recommend that International returns be sent using a tracked postal service or by using a tracked courier service, the transportation cost for international returns must be paid by the customer.
To initiate a return, please contact our customer service team who will be very to help you with the process, and aim to make this as simple as possible. Our team are available 24/7 at hello@hue.co.id
We are sorry that we have to impose such strict rules but had to do so for reasons of fairness to all our customers.
Payment Methods
Enjoy flexibility with our diverse payment methods. Whether you prefer credit cards, digital wallets, or other options, choose the avenue that aligns with your preferences.
We offer these convenient payment methods :
- Credit/Debit Card
- Paypal
Choose the best payment option for you at checkout after filling in your shipping details. We prioritize your convenience, ensuring a seamless and secure transaction process.
We offer these convenient payment methods :
- Credit/Debit Card
- Paypal
Choose the best payment option for you at checkout after filling in your shipping details. We prioritize your convenience, ensuring a seamless and secure transaction process.
How To Use a Discount Code
Great! here's how to apply your discount code easily :
1. Select your favourite item
2. Click the shopping bag icon (top right corner)
3. Press 'Continue Purchase'
4. Enter your code in the 'Discount Code or Gift Card' box, then hit apply
5. You'll see the discount reflected on the page
1. Select your favourite item
2. Click the shopping bag icon (top right corner)
3. Press 'Continue Purchase'
4. Enter your code in the 'Discount Code or Gift Card' box, then hit apply
5. You'll see the discount reflected on the page
Recommendations For Coloured Lenses
Discover a world of colour with our natural lenses that blend with your eye colour for a elegant look. Choose from our three ranges :
- iced grey lenses
- espresso brown lenses
- hazel latte lenses
Find your perfect match color! Every color has its own story, explore our instagram to get more inspiration
- iced grey lenses
- espresso brown lenses
- hazel latte lenses
Find your perfect match color! Every color has its own story, explore our instagram to get more inspiration
Any issues with your order or any questions we haven't answered below?
Please feel free to contact us at hello@hue.co.id!
Please feel free to contact us at hello@hue.co.id!