FAQs

Choose your FreshLady lenses, select the correct power if needed, add them to your cart, and complete checkout. Please double-check lens type, power, colour, quantity, and shipping details before paying.

Email support@qxymellon.com within 2 hours of placing your order. Include your order number, purchase name/contact details, and the requested change. Orders can only be changed or cancelled before they have been processed or prepared for shipment.

Please check your spam, junk, or promotions folder first. If you still cannot find it, email us with the name and email address used at checkout so we can help locate your order.

If an item is unavailable or there is a product listing issue, we may contact you, offer an alternative where appropriate, or cancel/refund the affected item in accordance with our policies and applicable law.

Some FreshLady lenses may be available in prescription powers and 0.00 non-prescription options. Please check the prescription selector on each product page before adding to cart. Where required by law, you confirm that you hold a valid and current prescription from a qualified eye care professional.

0.00 means the lenses do not have vision correction power. They are usually selected for cosmetic colour effect only.

Add the product for one eye with the correct prescription, then add the same product again with the prescription for the other eye. Please double-check lens type, power, quantity, and specifications before checkout.

Please check the product page for available lens types and prescription options. If you need toric or astigmatism lenses and the option is not listed, consult your eye care professional and contact us before placing an order.

Choose based on the effect you want. Softer brown, hazel, olive, or grey tones usually create a more natural change, while higher-opacity colours and stronger limbal rings create a more visible look. Product photos are a guide, but the final result can vary with your natural eye colour, lighting, makeup, and screen settings.

Not always. We aim to show products accurately, but product appearance can vary because of lighting, photography, device display settings, makeup, and your natural eye colour.

We currently ship within Australia only. Orders are dispatched from our Australian warehouse.

Please allow up to 2 business days for order processing. After dispatch, estimated delivery within Australia is usually 2-7 business days. Carrier delays, public holidays, weather, and local handling can affect delivery times.

After your order is processed and shipped, please allow 1-3 business days for the carrier to update the tracking number. We send the shipping notification once tracking information is available.

Tracking can take time to update after dispatch. Please allow 1-3 business days for carrier updates. If the tracking still does not move after that, email us with your order number.

Email support@qxymellon.com within 2 hours after payment. Once an order has been processed and shipped, we cannot redirect the parcel. We are not responsible for delivery failure caused by incorrect shipping details entered at checkout.

If the carrier shows your parcel as lost or missing, contact us immediately with your order number. We will work with the carrier to help resolve the issue as quickly as possible.

Because contact lenses are hygiene-sensitive products, returns are accepted only when all return conditions are met. You must contact us within 14 days of the delivery date shown in tracking, and the item must be unused, unopened, sealed, in original condition, and in original packaging. Opened, worn, or used items cannot be returned unless they were received damaged, defective, or incorrect.

Email support@qxymellon.com before sending anything back. Include your order number, full contact details, the item you want to return, the reason for return, and clear photos if the item arrived damaged, defective, or incorrect. If approved, the item must be sent back within 7 days after our confirmation.

Contact us within 48 hours of delivery at support@qxymellon.com. Include your order number plus clear photos of the product and packaging. After review, we may arrange a replacement, refund, or store credit depending on the situation.

Unless the return is due to our error, customers are responsible for return shipping costs. Please do not send items back without approval; unauthorized returns may not be accepted or refunded.

Once a return is received and approved, refunds are processed to the original payment method within 10 business days. Bank or payment provider processing time may vary.

Coloured contact lenses should be used only as directed and with advice from a qualified eye care professional where needed. Our site information is general and is not medical advice. Stop using lenses and seek professional advice if you experience discomfort, irritation, redness, blurred vision, light sensitivity, or any other adverse symptoms.

Beginners should take extra care to follow product instructions, hygiene steps, and any advice from an optometrist or eye care professional. Wash and dry your hands before handling lenses, inspect each lens before wear, and do not continue wearing lenses if your eyes feel uncomfortable.

Follow the wearing time and replacement cycle stated for the specific product. Do not sleep in lenses! If your eyes feel dry, painful, red, or blurry, remove the lenses immediately.

The replacement cycle depends on the product. Daily lenses are single-use. Reusable lenses may be worn within the stated cycle after opening only if cleaned, disinfected, and stored correctly. Always follow the product instructions.

Wash and dry your hands, inspect the lens and packaging, make sure the lens is not inside out, and follow the product instructions. Do not wear a lens if it looks damaged, contaminated, or unusual.

Always store reusable lenses in fresh contact lens solution and a clean lens case. Do not reuse old solution. Keep your lens case clean and replace it regularly. Follow the product instructions and the advice of your eye care professional.

Do not rinse or store lenses with water. Avoid swimming or showering while wearing contact lenses because water exposure can increase the risk of irritation or infection.

Remove the lenses immediately and stop wearing them. If redness, pain, irritation, blurred vision, light sensitivity, or discomfort continues, consult an eye care professional before wearing lenses again. For after-sales help, contact us with your order number, product photos, and details of what happened.