Question 1

Do you ship internationally?

Accepted Answer

Yes, we do ship internationally~You can find our detailed shipping information over here: https://www.hapakristin.com/pages/shipping-informationPlease NOTE!Afghanistan, Åland Islands, Albania, Andorra, Argentina, Ascension Island, Bahrain, Belarus, Bosnia & Herzegovina, Brazil, Bulgaria, Burkina Faso, Czech Republic, Egypt, Faroe Islands, Georgia, Germany, Gibraltar, Greenland, Guadeloupe, Guam, Guernsey, Haiti, Hawaii, Hungary, Iceland, India, Iran, Iraq, Israel, Isle of Man, Italy, Jersey, Jordan, Kosovo, Kuwait, Latvia, Lebanon, Libya, Liechtenstein, Lithuania, Mali, Malta, Mayotte, Monaco, Mongolia, Montenegro, North Macedonia, Palestinian Territories, Peru, Portugal, Puerto Rico, Réunion, Republic Democratic of the Congo, Romania, Russia, San Marino, Serbia, Somalia, Sudan, Spain, Svalbard & Jan Mayen, Syria, Tristan da Cunha, Türkiye, Ukraine, Vatican City, Venezuela, Yemen.DELIVERY IS NOT AVAILABLE FOR PO BOX / AP BOX / UNI BOX

Question 2

Customs & additional fees

Accepted Answer

Some destination countries may levy taxes on your purchased goods.Please note that we have no control over these charges and cannot predict their amount. The receiver will be responsible for payment of any such import duties and taxes.HapaKristin is not responsible for unpaid customs taxes, and will not provide refunds for orders that are returned to us due to refused or unpaid duties. It is the recipient's responsibility to comply with the customs laws and regulations of your country.Kindly check your country’s customs policies before placing your order.

Question 3

📦 U.S. Orders – Customs Duties & Tariffs

Accepted Answer

All customs duties and tariffs (12%–17%, depending on the item) are prepaid at checkout, ensuring a smooth delivery with no extra fees upon arrival.We handle all the customs and tariff processes for you ✨

Question 4

Can I amend or cancel my order?

Accepted Answer

Once an order is paid, it immediately enters our fulfillment queue. We cannot guarantee that cancellation and changes (such as address corrections or product modifications) can be made before shipment.Customers are fully responsible for verifying their shipping information, prescription power, and product selection prior to checkout.If an incorrect address or product is provided, please contact us immediately at global@hapakristin.com. While we will do our best to assist, we do not offer refunds, exchanges, or replacements for mistakes caused by incorrect information submitted by the customer.Refunds, exchanges, or replacements are only available in cases of defective, damaged, or incorrect items sent due to our error.

Question 5

How long will it take to receive my order?

Accepted Answer

Orders must be placed by 5pm Pacific Daylight Time (PDT) to be processed on the same business day; orders placed after will be processed on the next business day.Our processing time usually requires 1-2 business days after payment.We do not ship during weekends and Korean holidays.Worldwide shipping takes 2-7 business days. US Shipping takes 4 to 10 business days. A tracking code and a delivery estimate will be sent to you via email once it the package is sent out.

Question 6

How to track my order?

Accepted Answer

You will receive an email notification of your order confirmation as well as a dispatch email along with tracking information once your item is on its way to you.You can also check your package status on your account.Note: If your carrier is DABONEA, once the package reaches your country, it will be handed over to USPS (U.S. orders) or UPS (rest of the world). You can track your order using the local carrier tracking number shown in red at the top right corner of your order page.

Question 7

I never got my order, what to do?

Accepted Answer

For delivery issues or to reschedule a delivery, please contact the shipping provider directly with your tracking number.If they cannot locate your package, file a claim with the carrier and email us with the case number at global@hapakristin.com.

Question 8

My order is late

Accepted Answer

HapaKristin is not responsible for any delays beyond our control once packages are out of our hands.Shipment delays do not qualify for refunds. Kindly reach out to the shipping provider directly for real-time updates, if the estimated time for processing and shipment has not yet elapsed.

Question 9

My package was returned to sender

Accepted Answer

HapaKristin is not responsible for packages sent back due to factors outside our control, such as absence of the recipient, customs, wrong address failure to pickup package on time etc....If the package cannot be delivered due to the customer's inaction or mistake, refund the order cannot be refunded. The customer can choose between a Gift Card refund or a replacement package. Please note that reshipment fees apply to the replacement order.Only one replacement can be offered per failed delivery.If your package cannot be delivered because of an issue caused on the customer's part, the package will be discarded and you will not be eligible for a refund.If this situation arises, we will inform you beforehand and you will have 72 hours to get back to us to resolve the delivery issue.

Question 10

My order was delivered but I never received it

Accepted Answer

If, for any reason, you have not received the package, we would recommend taking the following steps:- Double-Check: Please make sure to thoroughly check around your property, with neighbors, or anyone who may have accepted the package on your behalf.- Contact the shipping provider: If you are unable to locate your package after a thorough search, we recommend getting in touch with carrier directly. They will be able to provide you with further assistance in locating your package.Hapa Kristin is unable to take responsibility for items that have been confirmed as delivered to the correct shipping address and handled according to the delivery instructions.﻿Claims must be submitted with the carrier within 15 days from the delivery date.Carriers only keep detailed tracking and delivery information for a limited time. Filing a claim within 15 days allows the carrier to investigate while the case is still active in their system.

Question 11

A delivery attempt was made but I wasn’t home to receive the package, what do I do?

Accepted Answer

If you were absent when a delivery attempt was made, your package will be sent to a local post office.Kindly call the number on the notice slip you receive to retrieve your package and follow up directly with the shipping provider with your tracking number.Please note that we are not responsible for any packages that are returned due to failed retrieval from the post office.You can track your package from the tracking number we provide you through your email address.

Question 12

What does 'Unfulfilled' and 'Fulfilled' mean for my order status?

Accepted Answer

Your order will be displayed as 'Unfulfilled' until your package is shipped out. 'Unfulfilled' simply means that we are still preparing your order.Once your order is shipped, the status will update to 'Fulfilled.' Please note that 'Fulfilled' means your package has been shipped, but it has not yet been delivered.

Question 13

How can I get an invoice for my order?

Accepted Answer

When your order is sent, you will receive your tracking number by email, that email includes a link to download the invoice for your order. Please note that we cannot provide the invoice until the order is sent out. The invoice currency is in USD, we cannot change the currency.

Question 14

What is your return policy? Can I exchange an item?

Accepted Answer

All contact lenses are final sale and cannot be returned for hygienic and safety reasons.We kindly ask customers to double-check the options they select (lens color/type/power) and to inform us within 6 hours after payment if you would like to amend your order.HapaKristin is not responsible for any incorrect info provided by the customer and refund/replacement cannot be done once the order has been shipped.Please note that refund or replacement are not considered for ‘unwanted’ cases, including the color being different than expected, the lens looking too small or too big on eyes, etc.As people have different eye conditions such as light transmissivity, reflectance, and iris colors, the lens may slightly vary once tried on.Kindly double-check your order before checking out.HapaKristin will not accept any return of contact lenses. Lenses returned will not be processed and discarded.

Question 15

I received a defective item

Accepted Answer

We are really sorry if you have received a faulty item.If you received a defective lens and/or have clear symptoms in your eyes that is beyond mild irritation, kindly reach out to global@hapakristin.com WITHIN 14 DAYS of receiving your package along with the following information:1. a picture of the lot number of the defective item2. a picture that proves your symptoms3. a photo with the defective lens cut in half (This process is to ensure your safety and prevent customers from using faulty contacts.)After we process the required pictures mentioned above, you may receive a replacement or a refund.Please note that reimbursement cannot be done if we are not provided with above required information.⚠️ Important Warning: Please do not discard the defective item until a resolution has been reached, as we may need further pictures or information to process your claim.Additionally, please note that contacts will not be inspected for returns if for the following reasons:- Frozen lenses- Contacts slightly moving around or not following your iris (this condition might be caused by dryness and/or contact size not fitting your eye)- Mild discomfort and dryness- Change of mind- Sligh blurriness- Difference in color from expected

Question 16

I received the wrong item

Accepted Answer

In case of receiving the wrong item(s), please contact our customer service at global@hapakristin.com WITHIN 7 DAYS after receiving your package, with pictures of ALL the wrong items you received.Once received, we will proceed to make a replacement order, free of charge.

Question 17

What if my package was stolen?

Accepted Answer

If you choose to forfeit the signature requirement, the insurance will also be forfeited, and we will not be able to compensate for any theft.If you are not home at the time of delivery, we recommend rescheduling it through the carrier’s website to ensure secure receipt of your package.We highly recommend scheduling the delivery to be received in person once you receive your tracking code.

Question 18

What should I do if my package arrived damaged?

Accepted Answer

If your package arrived damaged, please send us pictures of the damage for further instructions.Note that light damage during transportation, as long as the lenses are still sealed and usable, does not qualify for a refund.

Question 19

What should I do if I receive a defective product purchased from a physical store?

Accepted Answer

To address issues with a defective product, please visit the store where you made the purchase and provide the following information:Proof of Payment: Receipt or transaction confirmation.Date of Purchase: Exact purchase date.Contact Information: Name and phone number associated with the purchase.Please note that we are a global online store, operating as a separate entity from local physical stores. Unfortunately, we do not have the authority to manage claims under their policies and can only follow their guidelines.

Question 20

Do you offer price matching?

Accepted Answer

Unfortunately, we do not offer price matching on flash sales or for orders that have already been shipped. Our pricing is subject to change during promotional events, and once an order has been dispatched, we cannot adjust the price for that specific order.

Question 21

🚨 Notice Regarding Fraudulent Claims

Accepted Answer

We are committed to providing exceptional service and ensuring a seamless shopping experience for all our customers. However, we have recently noticed an increase in abusive refund requests, such as false claims of missing or incorrect products.As a seller of medical devices, we maintain high traceability standards for our products, including detailed records of shipments, quality checks, and inventory management. This allows us to identify and verify any false claims with precision.Please be advised that submitting fraudulent claims is taken very seriously. Customers found making false claims will be permanently banned from purchasing with us. Additionally, their information may be shared with our official suppliers to prevent similar abusive activities across authorized sellers.We appreciate your understanding and cooperation in maintaining a fair and honest shopping environment for everyone.

Question 22

Can I order different prescription/power for my left and my right eye?

Accepted Answer

Unfortunately, we do not offer mix-and-match packages as our lenses come pre-packaged. If you require different lens corrections for each eye, you would need to purchase two separate packs, each matching the prescription of one of your eyes.

Question 23

How long can I wear the colored lenses? Can I wear them everyday?

Accepted Answer

We do not recommend wearing color contacts for more than 6 hours at a time, nor do we recommend wearing them everyday.Do not wear lenses while swimming, sleeping, or showering.Color contact lenses are meant for cosmetic enhancement only and not as a direct replacement for conventional clear lenses.> MONTHLY lenses can be used up to 30 days.> DAILY lenses should be thrown out at the end of the day.

Question 24

Can I wear colored lenses?

Accepted Answer

You should not wear contacts if you:• Have an eye infection or inflammation (redness and swelling)• Have an eye disease, eye injury or dryness that interferes with contact lens wear• Have a systemic disease that may be affected by, or could impact, contact lens wear• Have certain types of allergic conditions• Are using certain medications, such as some eye medications Please consult with your doctor before trying contact lenses for the first time.

Question 25

I am having trouble uploading my prescription (US ONLY)

Accepted Answer

Please try the following methods:• Try using a mobile device to upload your prescription.• Try using a desktop to upload you prescription.If you are still experiencing issues, feel free to send the prescription to our email at global@hapakristin.com.

Question 26

Will my prescription affect the lenses I ordered? (US ONLY)

Accepted Answer

For customers receiving orders in the United States, we request a copy of your valid prescription to comply with potential customs requirements.The prescription you upload will not be used to change, adjust, or alter your order. Your lenses will be shipped exactly as you placed them. Your lenses are shipped exactly as placed.Please review your order details carefully and contact us promptly if you need any changes.

Question 27

Where do you ship from?

Accepted Answer

Orders are dispatched from our warehouse located in Seoul, South Korea.

Question 28

Are your lenses safe?

Accepted Answer

Your health and safety is our top priority! ﻿All of our lenses are KFDA-approved (Korean Food & Drug Administration) and are sourced exclusively from reputable, certified manufacturers in South Korea. We never outsource production—every pair of lenses is 100% made in Korea to ensure the highest standards of safety, hygiene, and quality.

Question 29

What is the shelf life of your lenses? When do they expire?

Accepted Answer

Our lenses have a shelf life of 5 to 7 years from the manufacturing date.Expiration dates are expressed as YY-MM-DD.For example:⌛ 31-08-01 indicates the expiry date. The lenses will expire on August 31, 2031.🏭 24-08-02 refers to the manufacturing date, which means the lenses were made on August 2, 2024.

Question 30

How do I apply the lenses?

Accepted Answer

Please wash your hand thoroughly before removing the lens from the packaging. To avoid discomfort, apply make-up only after putting your lenses on.﻿Rinse and dry your hand with a lint-free towel.Check that the lens is not inside out.In order to not damage your contact lenses, only use your fingertips to handle them. Never put on a lens with sign of tear.- if the edges flare out, your lens is inside out- if the color and the pattern are blurry, your lens is inside out if your lens is plate-shaped, your lens is inside outWith your hand, gently hold your upper eyelid with one finger so your eyelashes don't get in the way. Pull down your lower eyelid with your other fingers.Move the colored lens steadily toward your eye. Apply the lens on your sclera (white part of the eye) and gently close your eyes to allow the lens to settle. Repeat for the other eye.Always remember to clean, rinse and clean the case after inserting the lens in your eyes. Only use contact lens solution to rinse the lenses. NEVER use water to clean, lubricate, nor store contacts.If your eyes get itchy, blur or become red, please reach out your eye doctor immediately.

Question 31

How do I remove the lenses?

Accepted Answer

Please make sure that your hands are clean and dry before removal.Rinse and dry your hand with a lint-free towel.Your lens should be centered before removing it.Pull the edge of your upper and lower eyelid outwards. Gently slide the lens to the lower white part of your eye.Smoothly squeeze the lens between your thumb and index finger and gently remove it.IMPORTANT!Discard DAILY disposable contact lenses.If you use MONTHLY please make sure to clean and disinfect the lens before putting them back into their case with clean, new solution.

Question 32

Can I buy contact lenses with an expired prescription? Can I order without a prescription?

Accepted Answer

We kindly require our customers to upload your prescription before placing an order. To buy contacts without prescription simply find your most recent box of contact lenses and on the side, you'll see your parameters displayed.However, we always advise our customers to use a valid prescription when placing orders. This will ensure you get suitable lenses for your unique vision needs.A valid prescription is given by a registered optician, ophthalmologist or eye doctor after an eye exam, which is necessary to determine the level of correction your eyes need. Your prescription should be no more than 2 years old when ordering contact lenses.You may send your prescription to us through your personal page or you can reply to your order confirmation email with the file.If your prescription is more than 2 years old, but you do not have any noticeable changes to your vision, then you are still able to safely order replacement lenses from us.However, we want you to get the most from your lenses and vision - so we always recommend booking for an updated eye exam as soon as possible with your local optometrist.

Question 33

Where are Hapa Kristin lenses made?

Accepted Answer

Our lenses available on Hapakristin.com are made in South Korea and KFDA certified.

Question 34

I am a new customer, free shipping isn't applying to my first order.

Accepted Answer

Please note that our new customer promotions can’t be combined. You can choose either of the following:Free shipping on your first order (applied automatically at checkout when you are logged in, no matter the amount of your cart)OR10% off if your order amount already benefits from Free ShippingIf you’d like to receive free shipping, please remove the welcome discount code, and the free shipping offer will apply automatically to your cart.You’re welcome to pick whichever offer works best for you before completing your checkout!If the code doesn’t apply, please verify that you don’t have any previous orders from earlier years, as that could affect eligibility.

Question 35

How do I get free shipping on my first order?

Accepted Answer

To get free shipping on your first order, you must be logged in.Please note that our new customer promotions cannot be combined — you can choose either:Free shipping on your first order (applied automatically at checkout when you are logged in)OR10% off with the welcome discount codeIf you want to use free shipping, please remove the welcome discount code from your cart, and the free shipping offer will apply automatically.Feel free to pick whichever promotion works best for you before completing your checkout!

Question 36

Do points expire?

Accepted Answer

No, your points do not expire. You can save and use them whenever you like!

Question 37

I redeemed a coupon by accident. How can I refund it?

Accepted Answer

You can refund the coupon yourself by following these steps:Log in to your account/profile on our website.Go to “My Rewards” in your account dashboard.Find the coupon you want to cancel or refund points for.Click on the stacked disks icon (as shown in the image) to the left of the coupon code.Confirm the cancellation of the coupon redemption — this will refund your points automatically.If you need assistance, feel free to contact us at global@hapakristin.com and we’ll be happy to help!

Question 38

How long after I place my order will I receive my loyalty points?

Accepted Answer

The points will be added to your account once the order is shipped or the status changes to "fulfilled".

Question 39

Do you provide customer support during weekends and holidays?

Accepted Answer

Normally, we do not provide support during weekends and Korean holidays, except for urgent cases.In these cases, you only need to mark [URGENT] in your email, we will get back to you ASAP.

Question 40

How do I contact the customer service?

Accepted Answer

Kindly reach out to us at global@hapakristin.com.

Question 41

How can I change my email?

Accepted Answer

To update the email address on your account, please contact our Customer Support team at global@hapakristin.com. We’ll be happy to assist you!

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