FAQs
A little guidance for every step of your WYLUNA experience.
01 / PRESCRIPTIONS & LENSES
1. Do I need a prescription for colored contacts?
Yes. A valid contact lens prescription is required for all U.S. orders, including plano (0.00) colored contacts.
2. Can I use my eyeglasses prescription?
No. An eyeglasses prescription cannot be used to purchase contact lenses. You will need a valid contact lens prescription from your eye care professional.
3. Are WYLUNA lenses available with vision correction?
Our initial collection features plano (0.00) colored contacts. These lenses are designed for cosmetic appearance and do not correct vision.
4. Will the color look the same on my eyes?
Lens color may appear different depending on your natural eye color, lighting conditions, and the specific lens design.
5. I'M NEW TO COLORED CONTACTS. CAN I WEAR THEM?
If you're new to contact lenses, start with an eye exam and a proper contact lens fitting by a licensed eye care professional. Your eye care professional can determine whether contact lenses are suitable for your eyes and show you how to insert, remove, and care for them.
6. CAN I USE A PRESCRIPTION FOR A DIFFERENT CONTACT LENS BRAND?
Not necessarily. Contact lens prescriptions are specific to the prescribed lens. A different brand cannot be substituted simply because the power or measurements appear similar. Please consult your eye care professional about the appropriate lens and fit.
7. WHAT DO BC AND DIA MEAN?
BC (Base Curve) describes the curvature of a contact lens, while DIA (Diameter) describes its overall size. Both are important for proper lens fit. Your eye care professional can help determine the appropriate measurements for your eyes.
8. CAN I SLEEP OR SWIM WHILE WEARING COLORED CONTACTS?
Do not sleep in your colored contacts unless they are specifically approved and prescribed for overnight wear. Avoid swimming or showering while wearing contact lenses, as water exposure can increase the risk of eye infection.
9. HOW LONG CAN I WEAR MY WYLUNA LENSES?
Wearing time and replacement schedules depend on the specific lens. Always follow your eye care professional's instructions and the replacement schedule stated on the product packaging. Never wear lenses beyond their recommended replacement period.
10. WHAT SHOULD I DO IF MY LENSES FEEL UNCOMFORTABLE?
Remove your lenses immediately if you experience pain, redness, blurred vision, or unusual discomfort. Do not continue wearing them. Contact an eye care professional promptly, especially if symptoms persist or your vision changes.
02 / ORDERS & SHIPPING
1. How do I place an order?
Choose your favorite WYLUNA shade, add it to your bag, and follow the checkout instructions. A valid contact lens prescription is required for all U.S. orders.
2. How does prescription verification work?
You can provide your valid contact lens prescription or request verification through your eye care professional. Orders will remain on hold until the applicable prescription requirements have been satisfied.
3. When will my order ship?
Your order will be prepared for shipment after the required prescription verification has been completed. Processing and delivery estimates will be provided in our Shipping & Delivery policy.
4. Where does WYLUNA ship from?
WYLUNA orders are fulfilled from our U.S. warehouse.
5. How can I track my order?
Once your order ships, you will receive shipping confirmation and tracking information when available.
6. MY TRACKING SAYS DELIVERED, BUT I HAVEN'T RECEIVED MY PACKAGE. WHAT SHOULD I DO?
Please check your mailbox, delivery area, building reception, and with anyone who may have accepted the package. If you still cannot locate it, contact the carrier and reach out to WYLUNA customer care with your order number and tracking details. We'll help you review the next steps.
7. I HAVEN'T RECEIVED MY ORDER CONFIRMATION EMAIL. WHAT SHOULD I DO?
Please check your spam or promotions folder and confirm the email address used at checkout. If you still cannot find your confirmation, contact our customer care team with your name and checkout email address.
03 / RETURNS & SUPPORT
1. What is your return and refund policy?
For hygiene and safety reasons, contact lenses that have been opened or used are not eligible for standard returns. Eligibility for returns or refunds of unopened products is subject to our Returns & Refunds Policy. Please review the policy before requesting a return.
2. What if I receive a damaged or incorrect item?
We're here to help. If your order arrives damaged, defective, or incorrect, please contact our customer care team with your order number and clear photos of the item and packaging. We'll review the issue and help you with the next steps.
3. Can I cancel or change my order?
If you need to cancel or update your order, please contact us as soon as possible. Changes and cancellations are not guaranteed once an order has entered fulfillment or shipped.
4. What happens if my prescription cannot be verified?
Your order will remain on hold until the applicable prescription requirements have been satisfied. If verification cannot be completed, our team will contact you about the available next steps, including cancellation and refund where applicable.
5. How can I contact WYLUNA customer support?
You can reach our customer care team through the Contact Us page. For questions about an existing order, please include your order number so we can assist you more efficiently.