FAQs

 1. About Our Products

Are your lenses safe?
AKIWAIi sources contact lenses from established manufacturers and requires product documentation and applicable regulatory records. Regulatory status varies by product and market. Please refer to the individual product information and prescription requirements, or contact clientservice@akiwaii.com for documentation applicable to a specific item.

Are the colors true to the photos?
We photograph our lenses in natural lighting, but colors may slightly vary depending on your eye color, lighting conditions, and screen settings.

Do you offer prescription lenses?
Yes, we provide both plano (non-prescription) and prescription options. If you are unsure about your prescription, please consult your optometrist before purchasing.

2. Orders & Shipping

Where do you ship from?

Orders are processed through our international fulfillment network and shipped directly to your delivery address.

How long will shipping take?

Most orders are processed within 24 business hours after we receive your order and any required information.

During major promotions or holiday periods, processing may take slightly longer.

How long does shipping to the United States take?

Standard delivery to the United States, including Alaska and Hawaii, usually takes approximately 9–15 days after dispatch.

We ship to Alaska, Hawaii, Guam, Puerto Rico, and other remote U.S. destinations. Shipping rates for these locations are higher and are calculated at checkout based on the delivery address.

Delivery estimates for other destinations are shown at checkout. Estimates may vary due to customs clearance, local carrier conditions, severe weather, remote-area service, or peak-season volume.

Tracking information will be sent to your email once your order ships.

Will I be charged customs fees?
Most orders pass without additional fees, but customs policies vary by country. Any import duties are the customer’s responsibility.

Where is my order, and how can I track it? 

Once your order has been dispatched, we will notify you by email.

To check the latest shipping status, go to the navigation menu on the AKIWAIi homepage and select Track My Order.

3. Returns & Refunds

Do you offer returns, replacements, or refunds?
Returns, replacements, or refunds are available only for verified damaged, defective, or incorrect items reported within 14 days of delivery.
We do not accept returns or refunds for change of mind, an incorrect color or prescription selected by the customer, or dissatisfaction with the appearance of a correctly supplied product.
If the item is unopened, please keep it sealed. If a product defect is discovered only after opening, retain the lenses and all original packaging and provide clear photos or video for verification.

What should I do if my item is damaged, defective, or incorrect?
Contact our support team within 14 days of delivery and provide your order number, clear photos or video of the issue, and photos of the original packaging. Please retain the lenses and all packaging while the claim is reviewed.
After verification, we will provide the applicable replacement or refund.

My package is delayed. Can I get a refund?

If the order is still in transit within the expected delivery window, we cannot issue a refund.
If the package is lost or undelivered after carrier confirmation, we will assist with reshipment.

4. Order Changes

Can I change or cancel my order?
Orders can be changed or cancelled at any time before shipment. Simply check whether your order has shipped yet.

I entered the wrong address. What can I do?
If the order has not shipped, we can update the address.
If the package has already shipped, we cannot change the address or refund the order.

5. Product Use & Safety

How long can I wear the lenses?
Most AKIWAIi lenses are designed for daily wear up to 8 hours. Please do not sleep, swim, or shower while wearing them.

Can beginners wear your lenses?
Yes! Our lenses are soft and beginner-friendly. If you feel discomfort, dryness, or irritation, remove them immediately.

How should I store the lenses?
Always use fresh contact lens solution and clean your case regularly to ensure hygiene and safety.

How do I choose the right lens size?
Our product pages include detailed information about the diameter, base curve, and water content of each lens. If you're unsure, consult your eye care professional for guidance.

Do colored lenses affect visual perception?
Yes. Colored lenses may alter your perception of colors and contrast. For example, blue lenses can give a cooler tone, while yellow lenses may make colors appear warmer.

Will the lenses shift on the eyes?
It’s possible. Blinking, rubbing your eyes, or dry lenses can cause them to move. Choosing the right size, proper fitting, and regular lens care are important.

Will wearing lenses feel like having a foreign object in your eyes?
If the lens diameter, base curve, and cleanliness are appropriate, there is generally no foreign body sensation. However, first-time wearers, those with dry eyes, or poorly fitted lenses may feel discomfort. Selecting the right lens and consulting an optometrist can help improve comfort.

6. How to Choose Lens Types

Recommended Type for Beginners
For newcomers, yearly disposable lenses are recommended—they are durable, comfortable, and easier for adaptation.

Monthly vs Yearly Lenses
Consider budget, convenience, usage frequency, and hygiene maintenance. Yearly lenses are more economical but require more careful care.

7. Contact Us

How can I reach customer support?
You can contact us via:
📩 Email: clientservice@akiwaii.com