FAQs

How Can We Help?

 

HOW DO I APPLY CONTACT LENSES?

It’s easy – simply follow these steps:

  • Before you begin; always be sure to thoroughly wash and dry your hands with a clean, lint free towel.

  • Peel off the foil from the blister and pour the lens into the palm of your hand.

  • Then take a closer look and ensure the lens is shaped with a perfectly round edge. If it has a flared edge, it’s inside out. Flip it over.

  • Place the contact lens on the tip of your index finger. Using your free hand’s middle finger, pull the upper eye lid upwards, take the opposite hand’s middle finger, and slowly pull the lower eye lid downwards. Gently slide the contact lens onto the centre of your eye. Let go of your eye lid, blink, and open your eyes.

  • And that’s it! You’re ready to go.

HOW DO I REMOVE CONTACT LENSES?

It’s easy – simply follow these steps:

  • Wash and completely dry your hands with a clean, lint free towel.

  • Look in a mirror, hold your upper eyelid open.

  • Use the middle finger of your other hand to hold down the lower lid, and look up.

  • Place the tip of your index finger on the contact lens, and slide it down to the lower part of your eye.

  • Gently pinch the lens between your thumb and index finger and remove it.

  • Repeat for your other eye.

MY ITEMS ARRIVED DAMAGED, WHAT DO I DO?

Please take photo's of the FRONT and BACK of the packaging and the damaged contents and send to customerservice@bychalaibeauty.com. We would then submit the claim with the couriers who would look to carry out further investigations. Once investigation has been completed, we will be in touch with our decision. Please retain the package and contents in case the courier requires this as evidence.

 

THE PACKAGE WAS EMPTY, WHAT DO I DO?

Please take photo's of the FRONT and BACK of the packaging and the damaged envelope and send to customerservice@bychalaibeauty.com. We would then submit the claim with the couriers who would look to carry out further investigations. Once investigation has been completed, we will be in touch with our decision. Please retain the package in case the courier requires this as evidence.

 

THE LENSES HAVE ARRIVED, WHAT DO I DO?

Ensure that you have a multi-purpose solution for soft lenses. Soak the lenses in this solution for 24 hours before wearing them initially. Follow the instructions provided on cleaning and storage.

 

WHAT SOLUTION DO I USE?

Purchase a good quality multi-purpose solution for soft lenses.

 

THE LENSES MOVE AROUND IN MY EYE, WHAT IS HAPPENING?

This could be due to several reasons, please see below;

1) These lenses are annual lenses and so have less water content. This can cause extra dryness causing the lens to move around. Use a daily lens moisturiser drops to help make them for comfortable.

2) You are wearing the lens inside out. Please flip it back and try again.

2) You suffer from Astigmatism. This means that your cornea is is curved differently and so the lens does not fit properly. You need to confirm this with an eye specialist and next time purchase contact lenses specifically for this condition.

 

THE LENSES ARE UNCOMFORTABLE AND SCRATCHING MY EYE. WHAT DO I DO?

Please ensure that you have thoroughly cleaned the lenses with plenty of solution. If this does not resolve the problem, you may have scratched the lens from handling in which case you will need to dispose of the lenses and purchase new pair.

 

HOW LONG DO THE LENSES LAST?

At ByChàlai Beauty we offer 1 month, 3 months, 6 months and yearly lenses.  However, this is only with proper care and attention. We do however recommend you changing them after 6 months.

Our Return Policy

  • When ordering from our online store, you are confirming that you have consulted your Eye Care Specialist and are fully aware of how to care for soft contact lenses. If lenses are damaged due to incorrect lens care,  we will not be held liable for this. We can only accept returns if the lenses have been UNOPENED.

  • The colour of the lenses may vary in reality. Factors such as existing eye colour/skin tone/eye shape/makeup, etc, will impact on how the lenses look. Please carry out extensive research online, including via our Instagram page @bychalaibeauty, to ensure that you have a better idea of how the lens will look. We cannot refund/replace lenses if a customer changes their mind about the colour after opening the lenses.

  • Contact ByChàlai Beauty before returning any (unopened) items.

  • You can return the unopened product if you are unhappy with it. You must notify us via email within 7 working days of receiving the product if you wish to return it and are responsible for the return postage costs.

  • The product must be unopened due to hygiene reasons.

  • To avoid any Customs charges please clearly mark the package 'RETURNED GOODS'.

  • If a package is unclaimed you might have to pay a handling fee.

  • All lenses are factory sealed and should not have any damage prior to being opened. Furthermore, all lenses should be scrutinised from the glass bottle prior to opening in order to identify any damage/tears as these are usually visible immediately.

 

Return Conditions

You can return the unopened product within 14 working days of receiving it, however, you must notify us via email within 7 working days of receiving the product if you wish to return it. The product must be in new condition. If the product is opened or used the product shall not be refunded. Make sure to include contact information with the return and if possible, please provide us with a tracking number. ByChàlai Beauty suggests you get a receipt and a package ID for the return from the delivery service, as it makes it easier to follow the return shipment if needed.

ByChàlai Beauty  will make a refund of eligible returns.

 

Returning A Package

If a returned item is shipped international, please clearly mark the package 'RETURNED GOODS', to avoid any Customs charges. ByChàlai Beauty  is NOT responsible for any return Customs charges made. Any charges incurred are the responsibility of the customer.

 

Want to exchange a product?

E-mail us, provide your customer information, and tell us you will send back the unopened product and the colour you wish to receive in exchange.