FAQ

General

Each product has different processing time frame, please refer to the processing time as stated in the product description. 

If you need the product urgently, feel free to email us to discuss.

We totally understand it! You can try our express store. Overnight (selected area and country) and 1-3 working days shipping are available for selected products. We will add on more products soon!

Sorry to hear that in such as case. If you do not receive your order, please contact us immediately, we will perform search and investigation with shipper. Once confirmed, we will either refund or resend your order.

Exchange is applicable when you received defective or wrong items, please send us the photo of the received items and we will send you replacement with the original shipping method.  Replacement with other same value item or refund only can be done if the same item is out of stock.

Please email us immediately should you need to do any changes. We will not be able to change shipping address if the order was shipped or the custom made product was sent order to the factory.

We are originated from Malaysia but we have our team in below countries too.

Customer service in Canada

Warehouse in US

Return package handling in US

Would you like to join our team? We are looking for partners to handle our return packages. If you are from US/ Canada/ Turkey/ Italy / Spain / Germany / France / United Kingdom, feel free to email us now.

Sure, please email to support@dorenzu.com or use the contact form in the website

Yes we do! To buy one of our e-gift cards, please click here.

Our e-gift cards, this is only valid to use online and will be sent to you electronically via email.

Your gift card should appear in your emails within 24 hours of purchasing. If you have still not received it, please check junk/spam folder. If to no avail, please email us.

No, you can only use one promotional discount in each individual order.

If you’ve purchased a product with us on pre-order, we will always state the processing time frame in the product page. You are always feel free to email us to check after the mentioned processing time frame.

Payment

We accept credit/debit card via PayPal / Skrill and also cryptocurrency via Bit Pay. However, if you do not have account / wish to open account with them, feel free to email us to discuss for alternatives.

Sorry to hear that. It could be several reasons,

1. Card issuer/ bank Denied - Card issuer/ bank refuse to complete the payment. Kindly contact with your card issuer / bank for authorization this particular transaction

2. Your card issuing country is different from your shipping address or you are using the card not in issuing country.

3. Card declined due to insufficient fund, invalid card type (Amex & Discover).

Shipping

We will send tracking number and link to you after the shipping. Please check junk/spam folder if you do not get it. From the email, you can click the link and it will bring you to the tracking site. 

Please take note of the delivery time frame and sometimes it may be delayed 2-5 working days due to unforeseen circumstances such as sudden hike in mail volume traffic, custom clearance, bad weather and etc. 

If you do not receive it in mentioned time frame, feel free to email us for checking. Shipper may take 2-7 working days to revert to us. In the same time, you can contact the shipper directly and provide the tracking number to them for faster response.

Sorry to hear that, we will confirm with the shipper in such circumstances. And once confirmed, you can choose to refund or reship your order. Please inform us if you do not receive the package within 2 weeks of the mentioned delivery time frame, else we will not be able to track the package and it will be deemed delivered.

Sorry to hear that. Most of the time, we shall be able to redirect the order shipped with express shipping, for a given fee which is about $20 ~ $25. For order shipped with economy shipping (DHL Global Mail) or standard shipping (DHL Direct / Aramex Registered), we offer the below options.

1. For repeat customer, you just need to pay the shipping again.

2. For new customer, you just need to pay 50% of the items value + shipping.

This happens when there is remote area charge by the shipper especially for the express shipper. Example, you chose Fedex to ship your package, if Fedex charges remote area fee, which usually $20 ~ $25, then we will get another express shipper which do not charge remote area fee. If unfortunately all express shippers charge that, we inform you via email and provide alternative shipping methods.

You shall take the processing time frame (can be found in product description) into the consideration, this is on top of the delivery time frame. The delivery time frame of DHL Global Mail, DHL International Direct & Aramex Registered is based on best estimation, it may reach you earlier or late, it's highly affected by mail volume traffic, weather condition and etc. If you need the package urgently or for important event, please use Fedex or DHL Express.

The delivery time frame is based in best ESTIMATION. All transit times are subject to Customs Clearance, transport conditions, weather conditions, volume of mail traffic and etc. 

International shipments may subject to import taxes, duties and customs fees, which are levied once your package reaches the country of destination, and are the responsibility of the Recipient.

Estimated delivery time frame EXCLUDE processing time (found in product description).

For express shipping, please provide contact number, postal code and buzz code (if any) in the shipping address. DO NOT enter P.O Box address.

Delivery is usually done from Monday to Friday, working hours only.

Please contact us if the package did not reach within the mentioned delivery time frame, else we will not be able to perform investigation with shipper. We will not entertain any claim after such period.

It’s your responsibility to track the package, please track regularly.

If you’re an International customer and no one is home during delivery then your parcel may also be left with a neighbour, in a safe place or alternatively, with your local post office.

Custom and Import charges are charged once an item has arrived in its destination country. Unfortunately, we have no control over what these charges are, as Custom and Import policies vary from country to country. We would advise that you find out what these charges may be before you place your order. 

Yes, you can have your order delivered to a PO Box Address with DHL Global Mail and DHL International Direct, if your area is deemed safe. Else we will not hold liable it the package is stolen.

Return, Exchange & Cancellation

1. Request made within 1 calendar day after order was placed - FULL refund minus $0.30 charged by Paypal.

2. Request made before shipped - $0.30 charged by Paypal + 10% restocking fee + shipping

3. Request made after shipped - Please see Return policy.

4. Custom made items such as toric contacts, hyperopia contacts, cosplay contacts, costumes, fashion-T/ and kigurumi are not allowed to be cancelled. You can view the Cancellation Tab in product description.

Exchange is applicable when you received defective or wrong items, please send us the photo of the received items and we will send you replacement with the original shipping method.  Replacement with other same value item or refund only can be done if the same item is out of stock.

1. For order after shipped, contacts can be returned at buyer's cost and 90% refund will be granted, exclude shipping.

2. Returned item must be in original/ unused/ unopened/ sealed condition.Request to return or exchange shall be emailed to us within 7 calendar days from the day the package was delivered.

3. We advise you to email us to find out more about the product if you are unsure or do intensive research before ordering.

Please use registered post (with tracking number) if you would like to return the item.

For US/ Canada buyers

Jesse Kim - Dorenzu

1920 NW Kenny Drive

Pullman, Washington 99163

United States

*Good news! We are looking for partners to handle our return packages. If you are from  US/ Canada, Turkey/ Italy / Spain / Germany / France / United Kingdom, feel free to email to ask@uniqso.com, we will pay for your service! 

For cancellation before shipping, you will receive refund notification via email and shall receive the refund in your origin payment method within 7 working days.

For return after shipping, we can only refund to you once we confirmed receipt of the returned package. And you will receive refund notification via email and shall receive the refund in your origin payment method within 7 working days.

Where is my order confirmation?

Once you have placed an order, you should receive an email confirmation sent to the email address you provided at checkout. If for some reason, you did not receive this email, please check your spam/junk folders.

If you still cannot find this, please log into your account to check that your order was initially processed, and if you are still having problems please contact us!

Colored Contacts FAQ - General

If you do not open the lenses container, please refer to the expiry date printed on the lable.

If you open the lenses container, you shall dispose within the said period listed in the "Replacement Period" in product description, example 12 months. You can wear as many times as you want. Please dispose within the replacement period or after the expiry date on the label, whichever comes first.

Please also take note that the 12 months replacement period is a maximum period you can use. After you opened the lenses, it depends on the frequency you used. It's wear and tear product, the more frequent you use, you shall dispose it in shorter period time frame. The longest you can use is 12 months. Says you used it every day, then we advise you to dispose it within 3 months.

No, you do not need to provide but it may be requested by us or the destination customs from time to time.

Technically you do not need to if you have perfect eye sight. However, we advise you to get eye check every year to confirm your own prescription. Power, Axis or Cyl may change from time to time and they are important to get a fitting contact lenses. Your eye are precious and you shall be responsible for it.

a. OD and OS

They are abbreviations for oculus dexter and oculus sinister, which are Latin terms for RIGHT EYE (OD)and LEFT EYE (OS).

Your prescription also may have a column labeled "OU." This is the abbreviation for the Latin term oculus uterque, which means "both eyes."

Your eyeglass prescription contains other terms and abbreviations as well. These include:

 

b. Sphere (SPH)

This indicates the amount of lens power, measured in diopters (D), prescribed to correct nearsightedness or farsightedness. If the number appearing under this heading has a minus sign (–), you are nearsighted; if the number has a plus sign (+) or is not preceded by a plus sign or a minus sign, you are farsighted.

The term "sphere" means that the correction for nearsightedness or farsightedness is "spherical," or equal in all meridians of the eye.

 

c. Cylinder (CYL)

This indicates the amount of lens power for astigmatism. If nothing appears in this column, either you have no astigmatism, or your astigmatism is so slight that it is not really necessary to correct it with your eyeglass lenses.

 

d. Axis

This describes the lens meridian that contains no cylinder power to correct astigmatism. The axis is defined with a number from 1 to 180. The number 90 corresponds to the vertical meridian of the eye, and the number 180 corresponds to the horizontal meridian.

If an eyeglass prescription includes cylinder power, it also must include an axis value, which follows the cyl power and is preceded by an "x" when written freehand.

The axis is the lens meridian that is 90 degrees away from the meridian that contains the cylinder power.

No worries, sometimes this may due to the difference in temperature. You can put the bottles/blister in solution in a container and soak the container in hot water, it shall be unstuck then. You can watch this video for better understanding.

Sorry to hear that, and no worries, please read our replacement policy in section RETURN, EXCHANGE & CANCELLATION.

1. Cleansing by dropping few drops of disinfectant onto lenses

2. Rinsing

3. Soaking in the sterilized lens cases.

While contact lenses are safely used by millions of people every day, they do carry a minor risk of infection that is associated with unsafe usage. Shockingly 40% of the consumers were found engaged in handling contact lenses even without washing their handswhich multiplies the risk of contagious outbreaks. This must not however, intimidate the users of contact lenses. Over 30 million people wear contacts in US alone and luckily only about 4 in every 10,000 wearers are affected by contact lens related infections every year

This is a bitter truth, yes. Unsafe & unhygienic usage may lead to permanent blindness, affecting 1 out of every 500 people. Mixing your contact lenses with water, failing to thoroughly disinfect them and continuing to wear them past the expiry are some of the major factors that contribute to the contraction of acanthamoeba keratitis. Acanthamoeba Keratitis can be as damaging as losing your vision permanently. The virus is quick enough to devour the cornea within 24 hours- too quick to be detected.

First and foremost, make sure your contact lenses are purchased from a reliable source that deals in branded and authentic contact lenses. Fake contact lenses run the risks of horrendous injuries since these cannot be claimed anywhere for incurring the damage. They are manufactured using substandard materials that fade the dyes. What worse, the uneven/jagged edges of fake contact lenses may scar the cornea.

Follow one rule of thumb. “When in doubt, take out”. Contact lenses should remain comfortable in eyes. If you find growing redness, inflammation or any unusual symptom; remove your contacts immediately. A new pair of lenses usually takes 5-7 minutes to adjust. Any discomfort that extends this, is not worth taking the risk for.


 

Modern day contact lenses are made from advanced material that remain supple & moist for longer duration. They are made under state of art laboratories that maintain supreme health standards. People who have had bad experiences in past with contacts are now being benefitted by them. Due to innumerable choices & options, contact lenses are the most resorted vision correction medium. Make sure you disinfect your plastic discs daily only with a pharmaceutical multi-purpose solution. Although these are no rub solutions, rubbing your lenses once in a while significantly reduces the risk of infections by eliminating bacterial growth.


 

As a last note, we want to emphasize on the importance of “eye exams & follow ups”. Routine visits to your doctor once every year is mandatory even if your eyes seem to work just fine. 

I am herby agree to the following terms and conditions:

I understand Dorenzu.com is not medical doctor, opticians or optometrist and I should consult eye doctor before placing order, especially with power prescription lensesI agree that all the orders / prescription / options / particulars listed in the check out page is correct and true.I understand that sometimes slight color difference happens especially for different prescription (left and right lens). And i understand Dorenzu.com will try their best to find the most matching color for me if slight color difference happens.I am purchasing the product with my own credit card or i have the permission to make the purchase using others credit card / paypal account with their consent.I fully assume all risk from Dorenzu.com and release Dorenzu.com from all legal liability. I understand that wearing contact lenses by their nature carry risk of injury and eye infection if lacks of proper care or guidelines are not followed. I have read the wear and care guide to minimize the risk, and understand that the risk of injury can never be totally eliminated.I understand that the local tax or custom duties are of my responsibility.I agree that any delay caused by local custom department is not a responsibility of Dorenzu.com . I have read and understand the return and exchange policy.

Colored Contacts FAQ - How To Choose

Please choose power 0.00. If you want to get toric lenses for astigmatism, please get prescription from eye doctor, even though you have perfect eyesight.

Prescription of color contacts is different than prescription of glasses. Therefore; you should have a fresh prescription in hand before placing an order for prescription colored contacts.

Contrary to this, if you are looking for non-prescribed (power 0.00) colored contacts, you only need to choose the right pair of colored contacts.

If you have astigmatism; you definitely need “Toric contact lenses”.

We should understand the following before choosing colored contacts.

a. Water content

Refers to the ratio of quality of water in the lens and the the total mass of the lens. Water content determine the characteristics of the lens, water content can be divided into:

 Low water content  <42%Middle water content 42% to 60% High water content > 60%. 

The higher water content, the more flexible the lens are, it is easier to deform in hand. In contrast, the lower the water content, lens are easier to form in hand.

If water content is too high, the lens will reduce the moisture as it absorbs water from the eyes, causing discomfort to the eyes. If water content is too low, it will result in poor oxygen permeability, causing dryness to your eyes too, because oxygen is passing through the water content.

IDEAL water content should be between 50% - 60%, but it varies among people. Experts recommend contact lenses with high water content to those eyes are easily to get dry.

 

b. Diameter

It is the size of the lens. The bigger size of diameter, the more obvious the big eyes effect. Basically bigger diameter lens needs higher percentage of water content because water tends to be absorbed faster. You may notice that majority of the big eyes lenses (16mm) have 42% and above water content.

 

c. Base Curve

It is the center area of the curvature of the lens. Basic rule to select Base Curve is: it should not be tight. Experts advise common Base Curve are between 8.3 to 8.9.  This helps it fit your cornea more comfortably since some corneas are "steeper" or "flatter" than others. The higher the base curve number the "flatter" the curvature of the cornea.

 

d. Center Thickness: 

It is the thickness of center of contact lens. Experts remind those who have astigmatism, should select slightly thicker lens.

 

e. Oxygen Permeability:

It refers to the ability of oxygen permeate to eyes. Oxygen permeability varies from every type of lens, it depends on the material and thickness of lens. Generally the greater the diameter of the lens, the greater the coverage, oxygen permeability will be relatively poor.

Base curve values have similarity like our clothes size. Thus, wearing a base curve of 8.6 in one brand of contact lenses do not mean it will be the same in another. Different materials of the contact lenses do affect the base curve as well.

So, the best option is to get the trial contact lens to try it own personally before purchasing. Generally, the contact lens that slides downwards while wearing indicate the base curve is too loose. Then, you should try the steeper base curve. E.g if you are using BC 9.0 (flatter) but sliding downwards in your eye, then change to BC 8.6 (steeper).

A good fitting of soft contact lens wear in the eyes should have movements of ~1-1.5mm each time you blink. To promote tears exchange and oxygen transmission. Thus, if you wear BC 8.4 lenses that shows no movement in the eye, then you ought to change to BC 8.8. You can seek your contact lens practitioner advise on the fitting. :]

Colored Contacts FAQ - Common problems

Now this is a rare problem; and it should not happen frequently. As long as you are disinfecting your colored contacts using multi-purpose solution (not the saline solution) and replacing your lens case every three months, it is not possible that you face burning feeling on wearing your colored contacts. Please follow below steps


1. Use eye drops to ease the symptoms

2. Try another days

 Actually, contact lenses deposit substances they come into contact with. This includes perfumes, skin lotions, soaps and lints etc. Always handle your colored contacts with clean hands and use lint-free towels and oil free soaps and moisturizers.

Contact lenses are hydrophilic discs that do not even touch the surface of the eyes. They float on a layer of tears that covers the cornea. Thus, contact lenses are actually “designed” to float in your eyes. Minor contact lens movement & floating should not warrant the concern unless you find your contact lenses conflicting with your vision.

 

a. Blinking:

Since your eyes draw its oxygen from the environment, soft contact lenses are made to float. If they were made the other way, oxygen transmission would be harmfully compromised. Blinking dislodge contact lenses to a few millimeters, but they are relocated within a fraction of second. Every time you blink your eyes, a fresh oxygen-laden supply of tear film bathes contact lenses to keep your eyes moist & hydrated.

 

b. Tear Film:

Tear film facilitates contact lens floating. When the tear-chemistry is disturbed, contact lens floating is compromised. When contact lenses cease to float healthily, eyes begin to itch or inflammation is observed. Lubricating drops may provide relief from discomfort.

 

c. Improper Fitting:

Contact lenses with an average base curve of 8.6mm tend to fit most of the people. However, people with special needs, might need to meet the ophthalmologist before getting themselves a pair of circle contacts. Contact lenses that are too loose may fall off or get trapped in the eye lid - yet you don’t need to worry. Contact lenses can never go lost in your eyes. Similarly, contact lenses with too tight base curve can block oxygen permeation.

 

Contact lenses are designed to shift to a few millimeters, but they keep coming back to the right position over pupil without even letting you realize. Contact lens sliding must not interfere with your vision but depending on the design contact lens movement can sometimes bother with the vision. For instance crazy lenses with opaque design. Floating of contact lenses therefore, must go unnoticed. If it is bothersome and persistent with different models of contact lenses, get yourself checked by an eye professional. 

Soft contact lenses that are higher in water content and or are extra thin and flimsy can get ripped in some circumstances. If you get your contact lenses broken in your eye; the first thing you need to do is “Do Not Panic”. Do understand that if broken big eye contact lenses are addressed timely and carefully; they won’t destroy your eyes. Learn below how you can get broken big eye contact lenses off of your eyes safely.

 

Things you will need to remove broken contacts

1. A multi-functional disinfectant

2. A Friend

3.A mirror

4. A well-lit; well-ventilated room

5. A lint-free towel

 

Step 1: 

Wash your hands with mild soap and water; then disinfect your hands- focusing more on your fingers using multi-purpose disinfecting solution you get to clean your big eye contact lenses.

Step 2: 

Stand in front a mirror. The mirror should be placed in a well-ventilated and well-lit room. Lift your upper eye lid up with your forefinger and your lower eye lid down with your thumb. This will provide you a wider view of your eye ball.

Step 3: 

Try locating the broken contact lens by moving your eye ball in all the four directions. You will probably need the assistance of your friend to keep an eye on the broken contact while you move your eye ball.

Step 4: 

After locating it; rub your eyes with gentle outward motions. Follow the rubbing method from your nose towards your temple. This will help bringing ripped parts of big eye contact lenses to a larger eye area; from where you will be able to remove them easily.

Step 5: 

Now using pinch method; gently pinch your broken contact using your thumb. Do not throw the broken lens and put it back in the lens case already filled with solution. You will need it for later examination.

Step 6: 

Make a cup of your hand; pour disinfectant in it and carefully get your eye bathed in it. Move your eye ball and make sure that disinfectant enters in your eye completely. This will make other broken pieces fall out from your eyes.

Step 7: 

Ensure your eyes are free from all the parts of broken big eye contact lenses. Using a lint-free towel wipe your eyes and give them a rest of six hours before you again try inserting big eye contact lenses. Strain your eyes less and be very careful to not to read a book or use computer for more than two hours the first day.

On meeting these problems; you should immediately remove colored contacts and try washing your eyes with clear clean water. If the problem persists consult your eye doctor on immediate basis. Such eye problems if left untreated may develop into a more serious eye disease.

On wearing colored contacts if you feel eye strain or eye twitching; check if you are working on computer for longer duration. Radiations from LCD or computer strain are often considered responsible for eye stress especially when you have big eye contact lenses in your eyes.

If you feel dry eyes; than your best solution is “eye-drops”. Using quality eye drops twice or thrice will solve your issue. If still you feel dehydration in eyes; then consult your eye doctor as he may prescribe you special types of big eye contact lenses for dry eyes.

Colored contacts are available in different diameters and curvatures. They need to be properly-fitted in your eyes as you need proper-fitted clothing. If the base curve is not as per the curvature of your own eyes you will always feel contact lenses as an external agent into your eyes. If it is too thin; your eyes may dislodge contact lenses with the eye blinks. It is important to have a wide knowledge about different parts of contact lenses in order to better deal with contact lens discomfort.

Colored Contacts FAQ - Wearing for 1st tme

Happy that it reached you safely! What you have to do now is to check you got everything as ordered. And inspect the contacts are in good condition (such as in 1 piece, no scratch, not glued on the bottle and etc) before you open it. Please sanitize your hands, lens case and related tools before using it.

Colored contacts come in two types of packaging. They are either packed in blisters or are found floating in the sealed vials. The purpose of such packaging is to keep your circle lenses sterile. Opening the vials of circle lenses wrong way may lead to the broken nails, painful teeth and bruised lips. Video will be uploaded soon! 

It is recommended that colored contacts should be soaked for a good time of 6 - 8 hours before the very first use. The best practice is to soak them in multi-purpose solution for a night. This is done because the solution in which colored contacts come is for storing them. That solution is definitely not meant to come in contact with eyes.


 

If colored contacts are worn without soaking them; you will probably develop pink-eyes or stinging/burning feeling. Let them get neutralized before inserting them into your eyes.

Wash your hands and fingernails thoroughly before wearing lenses, do not touch other things after washing;

After take out the lens, soak the lenses in the lens case;

Check the solution level in your lens case at least once a week.

Dispose the lens solution upon expired and replaced a new one;

Lens case should be changed regularly (once every 3 months), clean the lens cases weekly with soft brush;

Colored contacts should be worn before makeup, and should be removed before cleansing;

Used lens solution must be disposed;

Use only eye drops suitable for soft contacts lens;

Do not wear lens overnight;

Do not share the lens with others.

Handle the lens with care, using inapporiate tools/ fingernail tips may cause damage to the lens;

Examine your eyes before wearing circle lens. If eyes are inflame or turns red after wearing, stop wearing the colored contacts;

If lens is hard to be removed from eyes, do not use force. Put a few drop of lens solution into eyes, then rub gently;

Do not rub your eyes if sand gets into it, remove the lens as soon as possible, lens must be cleaned before wear it again.

It varies from person to person. Some people have sensitive eyes whereas others have dry. You need to figure out the duration yourself. As a rule of thumb, do not wear colored contacts for more than 2 - 4 hours the first time. You can then gradually increase the duration as your eyes get used to wearing colored contacts. Buy an eye drops if necessary.

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