🔎FAQ

Forget your password?

Our website provides the function of "Find my Password" which is located at the login page. Please press the button of "Forgot password" and the system will direct you to reset a new password.


Can I purchase without joining membership?
Yes, you can checkout directly with joining our membership. But you may enjoy member discount and track your order easily if you join us.


Can I purchase try lenses?
As all our products are ordered from the official supplier, you cannot purchase a single piece of contact lens.


About out of stock
We have different stocks of different products. Some of the products may be temporary out of stock and need to wait for the stock to return. The stock will usually return with 1-2 weeks. We will let you know if there is a delay.


I have different power of my left and right eyes
You may need to purchase 2 boxes of contact lens as a box of contact lens contain same power of lenses


About Astigmatism contact lenses
You may provide us the power, cylinder, axis (PWR/CYL/AX) in your order. 


After Sales Service
In order to provide our customers with a more assured and satisfying shopping experience, we provide customers with '14-days stocks guaranteed warranty' (Contact lenses only).

We only accept return/exchange if the goods are in new condition, completely packaged, intact and will not affect the second sale.

Please ensure the purchased products are of correct color, style, basic curve, and power. We do not accept exchange of products due to personal reasons (change of power, wrongly purchase, want to change color.etc). If customer really wants to exchange  the product, we may consider the case with discretion. However, we will charge HKD30 per 1 box as service charge and customer should bear the shipping fee. Gopopstation has right to refuse exchange of products.


Procedures:

  1. Please contact our customer service at (852) 5202 4934 or gopopstation@gmail.com
  2. The product should be intact. You may also attach the photo(s) and send to us.


Products are damaged when received

Gopopstation will ensure the products are in good and intact condition before delivery. Please contact our customer service at (852) 5202 4934 or gopopstation@gmail.com. We will help you to deal with the courier.



Wrong products
If customer receive product with wrong color/style/power, we will exchange the product with you and we will bear the shipping fee. 
 
Gopopstation will send the products according to the placed order. You will receive a confirmation email after checking out. 



What should I do if the courier returned my parcel to Gopopstation due to the failure of the delivery?

Any shipment returned to us are considered as "undeliverable shipment". It might be because incorrect shipping addresses was provided, couriers failed to deliver the parcels (including the recipient is unavailable), or unclaimed shipments.

After we have received the undeliverable shipments, we will contact you to rearrange the delivery via email. We will base on the quotation in our website to charge you the shipping fee. No free shipping for all Re-delivery orders. For orders to Hong Kong, we will charge the total amount of the shipping fee.

If you wish to abandon the order, we could arrange to refund 50% of the total amount of the products to you. However, the shipping fee paid for the delivery will not be refunded. 


Do I require to bear the custom taxes for my orders?

When you please an order in our website, you are considered as the importer of the purchased products. You might be required to pay customs tax, import duties, goods and services tax (GST), valued-added tax (VAT), or any similar customs-related charges. Customs policies vary in different countries. We do not guarantee or judge any charges of the import is needed. For the information of the customs-related charges, please contact your local customs office directly.

You might also need to pay for other charges like administration or handling fee due to the import tariffs or custom clearance. You are required to bear the relevant cost upon recipient of the shipment.

You must bear all other tax fees charges by the Government, including but not limited to the tariff, import tax, value added tax, service tax, use tax or other related taxes. We do not guarantee or judge any charges of the import is needed. For the information of the customs-related charges, please contact your local customs office directly.

 


What should I do if the product of my order is classified as "Prohibited goods"? 

You should contact your local customs organization for the details of prohibited goods. We shall declare our shipments according to their actual content and value. We do not accept any requests about adjusting the declaration content and value of the products.

For any reasons, if the goods in the order are forfeited by the customs, we will not be responsible for any rearrange shipments or refunds of the order.

 

Can I request for the refund after a rejected to receive the shipment?

If you rejected the parcel with any personal reasons like refusal to pay customs tax or duties, failure to provide requested documents, or other related issues, we will not arrange any  refund or reshipment.

If you rejected the parcel since the package is damaged during the transition, we will not arrange any refund or reshipment, since we have confirmed all the packages are packed properly before they are shipped. 

 

What can I do if the delivery is delayed due to some unexpected shipping problems?

In case of unexpected problems, such as customs clearance, delays from the shipping company, we will assist in picking up the parcels as soon as possible. Yet, we are not responsible for any loss or damage caused during transportation.


Why we need get back the defective products?

Our company is in a serious attitude and being responsible to the customer., we will seriously deal with the return and exchange products. 

If the returned contact lenses are not completely packaged, they will be disposed of by scrapping and returned to the manufacturer or the general agent to verify and destroyed by them (contact lenses and Nursing fluids have strict hygiene requirements and are not allowed to be reused.) 

Before the product is opened, our staff will check carefully before delivery. If there is any defect, we will return it to the supplier and require the manufacturer to deal the problem seriously to ensure that the quality of our products are good and stable.



Description of contact lens quality
After a large scale of user surveys and receiving the feedback from the contact lenses wearing consultant of the chain store, 99% of the contact lens damage is caused by not paying attention to the lens sticking to the edge of the contact lens container and screwing the cover when putting the contact lens into it causes the lens to be damaged. Or the contact lens is damaged by the nails of the wearers when they took it off.


Wearing Restrictions and Indications
DO NOT WEAR YOUR LENSES WHILE SLEEPING.

Your Eye Care Professional will determine your wearing schedule (how long you should wear your lenses each day) and your replacement schedule (when you should discard your lenses and use new ones). When prescribed for frequent/planned replacement wear, you may clean and disinfect the lenses using a chemical disinfection system only. Your lenses are intended for daily wear for monthly replacement.

DO NOT USE these lenses when you have any of the following conditions: 

-Inflammation or infection in or around the eye or eyelids 

-Any eye disease, injury, or abnormality that affects the cornea, conjunctiva, or eyelids

-Any previously diagnosed condition that makes contact lens wear uncomfortable 

-Severe dry eye 

-Reduced corneal sensitivity 

-Any systemic disease that may affect the eye or be made worse by wearing contact lenses 

-Allergic reactions on the surface of the eye or surrounding tissues that may be induced or made worse by wearing contact lenses or use of contact lens solutions 

-Irritation of the eye caused by allergic reactions to ingredients in contact lens solutions (e.g., cleaning and disinfecting solutions, rewetting drops, etc.). These solutions may contain chemicals or preservatives (such as mercury, Thimerosal,etc.) to which some people may develop an allergic response. 

-Any active eye infection 

-If eyes become red or irritated 


Last updated: 2020/7/6