Refund Policy

MOMOKO LENS strives hard to ensure we process and dispatch all orders on time. If by any reason that you would like to cancel your order after payment has been made, kindly contact our team as soon as possible via email at "[email protected]" along with your order number. The sooner you contact us, the greater is your chance in getting a full refund especially for pre-order products.

All administration fees imposed are to cover our costs of products and/or services. We will try our best to work things out with you to achieve minimal loss for both parties. Below are some of our policies on cancellation and refund:

i) Order paid + Order not shipped + Request cancellation and refund within 12 hours.

• Entitle for full refund.
• Process will take around 1 ~ 2 working days.

ii) Order paid + Order not shipped + Request cancellation and refund after 12 hours.

• An administration fees of 10% ~ 40% from your total purchase will be charged.
• Process will take around 1 ~ 2 working days.

iii) Order shipped + Request cancellation and refund.

• Refund is not available unless the parcel is being returned to us.

iv) Order shipped + Order being returned + Request cancellation and refund.

• All shipping fees imposed will be borne by customer.
• An administration fees of 40% from your total purchase will be charged after deducting the shipping fees.
• The remaining amount will be refunded back to you after we have received the returned parcel.
• Suggest to apply for return and exchange or second delivery arrangement instead.

v) Order shipped + Order abandoned + Request cancellation and refund.

• Refund is not available as the parcel will be destroyed in your country.
• Suggest to liaise with your local customs before parcel abandonment.

vi) Order shipped + Order returned + Request cancellation and refund.

• Refund is subjected based on the reason of parcel return.
• If refund is eligible for your case, we will refund the balance after deducting the shipping fees and 5% transaction fees.
• Transaction fees can be waived if the refund is returned as store credit.
• Process will take around 1~2 working days.

NOTE:

1. If your order is under "free shipping", we will deduct the actual shipping fees required before returning the remaining to you.
2. Transaction fees are charged by PayPal and are NOT refundable.
3. We are not responsible for any parcels returned to us due to:
   • incorrect information given by customers resulting unsuccessful delivery.
   • customers' inability to collect their parcels from post office within the time frame given.
   • customers' unwillingness to pay any tax and/or duty imposed by their local customs.
   • customers' one-sided decision in returning the parcel without prior agreement.
4. Please read our Terms of Sale to avoid unhappy shopping experience.