Customer Service

FAQ’s

New Users

 Q1) Do I need an account to make a purchase?

No, it’s not necessary to create an account before making a purchase on the site but is highly recommended, since it has its own advantages, such as –

Q2) I forgot my login password. What do I do?

Please go to the login page and click on Forgot password. You will receive an email on your registered email id with instructions on creating a new password.

Q3) How can I register myself at our websites?

Just click on link “Sign up & get points of Rs.1000” available on the upper right hand corner of every page on our website and follow the instruction– and it’s done!

Q4)  How can I subscribe to or unsubscribe to the Alerts?

Subscribe: To start receiving our alerts, all you need to do is sign up with us. Just enter your email ID and choose a password and leave the rest to us, you will never be left behind on the latest offers and promotions.

Unsubscribe:  The usual way to do this is click on the “Unsubscribe” button at the bottom of each marketing email.

Placing an order

Q1) How do I place an order at our websites?

Placing an order on our websites is very easy! As you browse through our website, you can put the items in your Shopping Cart by clicking on 'Buy Now'. Log in with your email address and password, enter your shipping address and make the payment.

Alternatively, you can call us on our 24x7 call centre number +65 3 1587 899, to speak to our customer service agents. You may also choose to chat with us or simply email us at support@lenskart.sg and we will get in touch with you and will assist you with the order.

Tracking an Order

Q1) How can I track the status of my order?          

We have a “check your order status” icon on the home page. All you need to do is enter your order number and your email ID to track the progress of your order.

Please note: Once your order is shipped, it takes 24 hours for the tracking no. to start working and showing details

Q2) Where do I find my order number?

The order number is sent to you on your registered email id and phone number once the order is successfully placed. Alternatively, you can also find the same under Order History in My Account section.

MY Account

Q1) What is My Account?

My Account is your one stop for all the information related to your past, current and future purchases on our websites. It holds information like order history, order status and shipping addresses.

Q2) What is a shopping Cart?

You enter a shop, pick items, drop them in your shopping cart and proceed to the billing section to make the payment. On the website, there is a virtual shopping cart which holds all the items that you wish to purchase. You always have an option to review and delete items which you have selected from the shopping cart.

Q3) Can I add items in the shopping cart and buy them at a later date?

We offer all our products at a very competitive price, we highly recommend that the product that you like, buy it immediately. Holding the product for a later date purchase is not possible.

Q4) How safe is it to transact through credit/debit card or internet banking at our websites?

You can be assured that our websites offers you the highest standards of security currently available on the Net so as to ensure that your shopping experience is private, safe and secure. You need not worry about your card/banking information because your bank will authorize the credit card transaction directly without any information passing through us. In approximately 25-30 seconds (depending on your internet connection) your bank will issue an authorization number and the electronic receipt would be generated.

Q5) What are the payment options available on our websites?

our websites offers multiple modes of payment.

Q6) What is the estimated delivery time?

We try and ensure that the ordered products are delivered to you as soon as possible. Our Average delivery time is 3-4 days. We deliver all our products within 7-10 business days. *

*Jewelry we may take longer than the standard time.

Q7) Is it possible to request for a change of delivery address at any point of time after the order has been placed?

Yes! If the product has not being shipped out, we will be able to change the address; however, if the product has been shipped out changing the address is not guaranteed, but contact our customer service team to see the possibility of redirecting the package.

Q8) I had placed an order 2 days ago. Now, I have to leave on an urgent trip. Can you please hold the delivery until I get back?

Absolutely! Please call our customer care team, which is open 24 hours on all days of the week. If the consignment has already been shipped then we may not be able to hold the delivery.

Others

Q1) I have some suggestions with regards to your service. Where should I post it?

We welcome all suggestions and actively work on the feasible ones to serve you better. If you have some, please send them to us at support@lenskart.sg

Q2) How do I reach your customer support?

You may call us at +65 3 1587 899

Email us at : support@lenskart.sg

You may also choose to chat with us

Our dedicated customer team is available 24/7 for your help!

Q3) Can I have my product gift wrapped?

Absolutely! We would love to gift wrap the order for you. Please chose the “Gift Wrap” Option while placing the order, else contact our customer service team for assistance.

Q4) How can I redeem my reward points?

You may redeem the reward points every time you make a purchase. You may redeem a maximum of 10% of the total cart value as you reward points.

Store Credit

Q1) What are store credits?

A) Store credit (points) are given to a customer in lieu of a refund. They can be used to settle payable amount against future purchases. Each point is equivalent to 1 rupee. You may use it as a replacement for cash!

Q2) I received a discount coupon with my last purchase, can I combine it with a Store credit purchase?

A) Absolutely! Please feel free to use a discount coupon or your reward points with your store credit purchase.

Q3)Can I transfer the Store credit from my account to my friend/family?

A) As per the policy, the store credits are non-transferrable.

Q4) What’s the validity of my store credits?

A) All store credit points are valid for 6 months