General

What can I do on Puyi.com?

On Puyi.com, you can:

  • Purchase online products via our eShop.
  • Explore the products available in our Offline Catalogue.
  • Enjoy O2O services, such as booking eye exams and reserving products.
  • Experience Puyi Client Services, including expert advice and after-sales support.
  • Stay up-to-date on the latest about eyewear trends, brands and products, and other fashion and company news.

What is the difference between purchasing products online and offline?

Puyi.com and our retail stores carry a different assortment of products in stock, but all are of the same excellent quality. You can view and purchase our online products directly via our eShop. You can also view our offline products in the PRODUCTS section.

Online and offline purchases enjoy the same warranty and repair services, as well as a 60-day guarantee on lenses. However, they are covered by different policies and promotions. Online purchases are covered by our 7-day return policy. Offline purchases are eligible for product exchange. For details, please refer to the terms and conditions on your invoice.

To learn more, please visit our Delivery and Refund page.

Retail

What are the differences among your retail lines?

Each of Puyi Group's retail lines possesses a unique character developed by our teams, who are dedicated to curating the ideal products and shopping experiences for our customers.

You can explore more about our retail lines and their underlying concepts here.

You may also visit our retail stores to discover more about the characters of our lines. Find our nearest stores via our store locator.

Where can I find a retail location near me?

Our reach spans throughout Greater China, with stores in prime locations in Hong Kong, Macau, Taiwan, and all major centres of the mainland.

Click here to find the stores that are nearest to you.

Registration and Activation

How do I create an account?

Creating an account is simple. Just follow the below steps:

  • Click "REGISTER" on the website header.
  • Enter your necessary personal information.
  • Choose your preferred language.
  • Read and accept our Terms and Conditions.
  • Submit your form by clicking "CONFIRM."

You will then receive a registration confirmation email.

With your online account, you can enjoy the privileges of membership, including purchasing eyewear online, booking personalised services, reserving frames, and more!

If I am already a Puyi Optical customer, how do I activate my online account?

You can activate your online account by following the below steps:

  • Click "LOGIN" on the website header.
  • Under the "Member (First Time Login)" section, enter the email OR mobile phone number that is associated with your offline Puyi Optical account. You will then receive an email or SMS with a verification code.
  • Verify your identity by entering the verification code.
  • Update your personal information.
  • Read and accept our Terms and Conditions.
  • Submit your form by clicking "CONFIRM."

You will then receive a confirmation email.

When you log in to your account, you will find your order history and prescription records there!

My Account

What can I use my Puyi.com account to do?

You can do all of the following through your Puyi Optical online account:

  • Check your prescription record.
  • Track your orders and review past purchases.
  • Check your upcoming and completed reservations.
  • Create your own customised Wish List to create personalised outfits.
  • Manage your account details, address book and email preferences.

If you do not have an account, you may click "REGISTER" to create one through our simple registration process.

How do I create an account?

Creating an account is simple. Just follow the below steps:

  • Click "REGISTER" on the website header.
  • Enter your necessary personal information.
  • Read and accept our Terms and Conditions.
  • Submit your form by clicking "CONFIRM."

You will then receive a registration confirmation email.

With your online account, you can enjoy the privileges of membership, including purchasing eyewear online, booking personalised services, reserving frames, and more!

If I am already a Puyi Optical customer, how do I activate my online account?

You can activate your online account by following the below steps:

  • Click "LOGIN" on the website header.
  • Under the "Member (First Time Login)" section, enter the email OR mobile phone number that is associated with your offline Puyi Optical account. You will then receive an email or SMS with a verification code.
  • Verify your identity by entering the verification code.
  • Update your personal information.
  • Read and accept our Terms and Conditions.
  • Submit your form by clicking "CONFIRM."

You will then receive a confirmation email.

When you log in to your account, you will find your order history and prescription records there!

How do I update the personal information in my account?

You can manage your account information by logging in to "My Account" and clicking "EDIT INFORMATION". Be sure to save your changes after you update your information!

How do I change my password?

You can change your password by logging in to "My Account" and then clicking "EDIT INFORMATION". Be sure to save your changes after you update your password!

What do I do if I have forgotten my login password?

You can reset your password by clicking "Forgot Your Password?" on the login page and then following the below steps:

  • Enter the account email address that will receive the reset-password email.
  • When you receive the email, click on the "Set a New Password" button in the email.
  • Enter your new password on the reset-password page to log in to your account.

If you have any inquiries, please contact a Puyi Client Service Specialist, who will be happy to assist you.

What do I do if I have forgotten my login ID?

Don't panic! If you have forgotten your login ID, you can contact a Puyi Client Service Specialist, who will be happy to help you.

Can I share my account with my family members or friends?

No. To provide the most personalised service based on each customer's prescription and order records, we request that family members and friends create their own accounts at Puyi.com to enjoy their own privileges of membership.

How do I view my order's information and status?

After you place an order, you will receive a confirmation email that includes all of your order information.

You may also check the status of your order by logging in to "My Account" and selecting "Order Record – Processing". Your order will display one of the following statuses:

  • Processing: We have received your order and are now processing it.
  • Ready for Pick-up: If you chose Click & Collect, your order has arrived at the designated store and is ready for collection.
  • Lens Production in Progress: Your order has been accepted and lens production has begun. (For prescription eyewear only)
  • Completed: Your order has been shipped/collected successfully.
  • Cancelled: Your order has been cancelled.
  • Closed: Your order has been refunded.

You may also receive email notifications about updates to your order status.

Please note that after you place your order, it may take up to an hour for your order status to be updated.

Product and Stock

How can I identify which products are available online or offline?

All products listed in our eShop are available for purchase online.

In our PRODUCTS section, all products that may be purchased in our eShop are labelled as "AVAILABLE ONLINE." Products that are labelled as "NOT AVAILABLE ONLINE" are only available in our retail stores.

If the eyewear you desire is not available online, you can click the “Contact Our Specialist” button to enquire about in-store availability. Our Puyi Client Service Specialists will be happy to help you find where you can try on your favourite eyewear.

Are the items from Puyi Optical authentic?

Yes. Puyi Group expertly and carefully selects our offerings from the best luxury fashion brands around the globe, so that we can guarantee the authenticity of all of our stock.

How can I find exclusive products?

Products bearing the "EXCLUSIVE" label are Puyi Optical exclusives. You can also view our exclusive brands by selecting "BRANDS" from our menu.

How do I interpret the frame measurements?

Our frame measurements are defined as following:

Frame Measurements Definition
Lens width The width of each lens horizontally
Bridge width The width of the piece that connects the lenses and sits on the bridge of nose
Temple length The length of the arms, as measured from the lens to the end of the piece that wraps around the ear, that is, from the hinge to the very tip of the arm

How can I make sure that the eyewear will fit me?

You can compare the measurements of your favourite products with the measurements of your existing eyeglasses. You can find sizing information for each product in its "DETAILS" section. You can find the measurements of your existing eyeglasses on their temples, as illustrated below.

Click here to learn how to read the frame measurements.

What are "Frame-Only" products?

"Frame-Only" products are sold with plastic demo lenses, sometimes with a logo on them, and do not come with prescription lenses.

Can I choose the case that comes with my eyewear?

No. The colour and size of each case is randomly selected.

All pictures of cases are for reference only. For exact colours and sizes, please refer to the actual case for the model, colour and size upon delivery.

Can I order prescription frames and lenses online?

Yes. You can order prescription frames and lenses online. You will need either to have an existing Puyi Optical prescription record or to upload an authorised prescription. (Click here to view the upload requirements.) If you do not have an authorised prescription, you can visit our store to take an eye exam. You can click here to book an eye exam.

Can I use my own frame when ordering prescription lenses?

You can bring your own frame when ordering prescription lenses at our retail stores. Our professional optometrists will provide an eye examination and lens recommendation. Click here to find the stores that are nearest to you.

Prescription

Can I order prescription frames and lenses online?

Yes. You can order prescription frames and lenses online. You will need either to have an existing Puyi Optical prescription record or to upload an authorised prescription. (Click here to view the upload requirements.) If you do not have an authorised prescription, you can visit our store to take an eye exam. You can click here to book an eye exam.

How do I order prescription frames and lenses online?

To order prescription frames and lenses online, follow the steps below:

  • Log in to your account.
  • Choose your frame.
  • Click the "Select Lens" button.
  • Confirm your current prescription record or click the link to upload a new prescription.
    • Remark: If you have an existing Puyi Optical prescription record, you can proceed to lens selection. Otherwise, you will need to upload an authorised prescription record. (Click here to view the upload requirements). You can also reserve the product and visit our O2O store to take an eye exam.
  • Choose your lens product and index.
    • Remark: If you have questions about choosing the right lens, you can reserve the product and visit our O2O store for a lens consultation at the same time. Our staff are always happy to see you.
  • Check out.
    • Enter your delivery information.
    • Enter your payment information.
    • Submit your order.

Can I use my own frame when ordering prescription lenses?

You can bring your own frame when ordering prescription lenses at our retail stores. Our professional optometrists will provide an eye examination and lens recommendation. Click here to find the stores that are nearest to you.

Can I provide my own prescription record?

Yes. To ensure your prescription frames and lenses give you the best fit, you may upload your own prescription record, which must meet the following requirements:

  • The prescription must include your name and the examination date must be within the past 12 months.
  • The prescription must be issued and signed by an authorised optometrist, ophthalmologist or optometric organisation.
  • The prescription data must be clear and legible.
  • The prescription must be in .jpg, .png or .pdf format.

If you have a high level of myopia, hyperopia or astigmatism, or if you have had LASIK or cataract surgery within the past 2 months, we recommend that you visit our store for a professional eye exam and consultation, to ensure that your unique needs are adequately addressed. Click here to book an eye exam.

If you encounter any difficulty regarding uploading a prescription, you can contact a Puyi Client Service Specialist, who will be happy to help you.

What should I do if I don't know whether my prescription record is valid?

If you have any uncertainty about your prescription record, you can contact a Puyi Client Service Specialist or book an eye exam at one of our O2O stores. Our professionals are always pleased to serve you.

What do the numbers and acronyms on my prescription mean?

Your eye exam prescription record appears in the format below:

SPH (or Sphere) is your degree of near-sightedness or far-sightedness. A "plus" (+) sign in front of the number means you are far-sighted. A "minus" (-) sign means you are near-sighted. The numbers are the unit used to measure the correction, or focusing power, that your eye requires (i.e. dioptres).

CYL (or Cylinder) refers to the presence of astigmatism. The bigger the CYL, the greater your degree of astigmatism. This is also measured in dioptres.

The AXIS is a number between 1 and 180 degrees, indicating the astigmatism's degree and direction.

NEAR/ADD refers to any added magnifying power in the lower part of a multi-focal lens. It's used to correct presbyopia.

What can I do if my prescription record does not meet your requirements?

You are welcome to visit our store to take an eye exam. Our optometrists are always pleased to serve. Click here to book an eye exam.

Why can't I complete my order using my existing prescription record?

There are several reasons this may occur:

  • If your existing prescription record is more than a year old, you will need to update it.
  • If your existing prescription record indicates a high level of myopia, hyperopia, astigmatism, or presbyopia, you should visit our store for an eye exam and optometrist consultation to ensure that your eyewear provides the best fit and that your unique needs are adequately addressed. Click here to book an eye exam.

Can I purchase different prescription frames and lenses with different prescription records?

No. You have unique vision needs based upon your usage and habits. If you have inquiries, you can contact a Puyi Client Service Specialist or visit our retail store, where our professional staff will be happy to conduct a consultation and assessment to help you determine the best solutions for your needs.

Are there additional lens products?

Yes. We have over 100 lens products in our comprehensive portfolio. You are welcome to visit our O2O store for a lens consultation, where our staff will be happy to help you determine the right personal lens solution to suit your vision needs. You can click here to book a lens consultation.

If my prescription eyewear doesn't feel right, what should I do?

There are many reasons your new prescription eyewear may not feel right. You are welcome to visit our store for adjustments. Our optometrists are always pleased to serve.

Your prescription eyewear is also covered by a 60-day Lens Guarantee. Our professional optometrists will provide an eye examination and consultation to see how we can make it right.

Can I have a hard copy of my prescription record?

Yes. You can request a hard copy from any Puyi Optical store. For a quick review of your prescription record, log in to your account and review your prescription record.

How often should I renew my prescription record?

We recommend that you renew your prescription every nine months.

Order

How do I find products to purchase online?

Finding the product you want online is easy! Select "eShop" from our menu, then choose the category of product you are looking for, e.g., Sunglasses / Frames / Gift Cards & Accessories. You can filter the products by selecting specific features, e.g., brand, frame shape, gender, rim type, material, price and colour. This makes it simple to find products that match your exact specifications.

If the eyewear you are looking for is labelled "NOT AVAILABLE ONLINE", you can click the “Contact Our Specialist” button to enquire about in-store availability. Our Puyi Client Service Specialists will be happy to help you find where you can try on your favourite eyewear.

What do I need to place an order?

All you need to place an order are: 1) a Puyi Online Account, and 2) a valid credit card or mobile payment. If you would like to purchase prescription frames and lenses, you will also need an up-to-date prescription record.

How do I order sunglasses, frame-only products, gift cards or accessories?

To order sunglasses, frame-only products, gift cards or accessories, follow the steps below:

  • Log in to your account
  • Choose the product you wish to purchase.
  • Click the "Add to Bag" button.
  • Continue these steps until you have added all the products you want to order to your bag.
  • Check out:
    • Enter your delivery information.
    • Enter your payment information.
    • Submit your order.

How do I order prescription frames and lenses online?

To order prescription frames and lenses online, follow the steps below:

  • Log in to your account.
  • Choose your frame.
  • Click the "Select Lens" button.
  • Confirm your current prescription record or click the link to upload a new prescription.
    • Remark: If you have an existing Puyi Optical prescription record, you can proceed to lens selection. Otherwise, you will need to upload an authorised prescription record. (Click here to view the upload requirements). You can also reserve the product and visit our O2O store to take an eye exam.
  • Choose your lens product and index.
    • Remark: If you have questions about choosing the right lens, you can reserve the product and visit our O2O store for a lens consultation at the same time. Our staff are always happy to see you.
  • Check out.
    • Enter your delivery information.
    • Enter your payment information.
    • Submit your order.

Can I provide my own prescription record?

Yes. To ensure your prescription frames and lenses give you the best fit, you may upload your own prescription record, which must meet the following requirements:

  • The prescription must include your name and the examination date must be within the past 12 months.
  • The prescription must be issued and signed by an authorised optometrist, ophthalmologist or optometric organisation.
  • The prescription data must be clear and legible.
  • The prescription must be in .jpg, .png or .pdf format.

If you have a high level of myopia, hyperopia or astigmatism, or if you have had LASIK or cataract surgery within the past 2 months, we recommend that you visit our store for a professional eye exam and consultation, to ensure that your unique needs are adequately addressed.

If you encounter any difficulty regarding uploading a prescription, you can contact a Puyi Client Service Specialist, who will be happy to help you.

If you have any uncertainty about your prescription record, you can contact a Puyi Client Service Specialist or book an eye exam at one of our O2O stores. Our professionals are always pleased to serve you.

Can I purchase different prescription frames and lenses with different prescription records?

No. You have unique vision needs based upon your usage and habits. Please contact a Puyi Client Service Specialist or visit our retail stores, where our professional staff will be happy to conduct a consultation and assessment to help you determine the best solutions for your needs.

Can I purchase products as gifts?

Yes, of course! You can send products to your friends or family as gifts by inputting their address in the delivery address section. If you select premium packaging, you can also include a cheerful message with the gift.

What do I do if I want to place a bulk order?

If you would like to purchase large numbers of products or gift cards, you can contact a Puyi Client Service Specialist, who will be happy to assist you.

How do I view my order's information and status?

After you place an order, you will receive a confirmation email that includes all of your order information.

You may also check the status of your order by logging in to "My Account" and selecting "Order Record – Processing". Your order will display one of the following statuses:

  • Processing: We have received your order and are now processing it.
  • Ready for Pick-up: If you chose Click & Collect, your order has arrived at the designated store and is ready for collection.
  • Lens Production in Progress: Your order has been accepted and lens production has begun. (For prescription eyewear only)
  • Completed: Your order has been shipped/collected successfully.
  • Cancelled: Your order has been cancelled.
  • Closed: Your order has been refunded.

You may also receive email notifications about updates to your order status.

Please note that after you place your order, it may take up to an hour for your order status to be updated.

What do I do if I make a mistake while placing my order?

If you make a mistake while placing your order, you can contact a Puyi Client Service Specialist within 24 hours after placing the order, who will be happy to assist you. Delivery address changes requested more than 24 hours after placing the order may incur delivery delays or extra delivery costs.

If you need to cancel your order, you may do so within two hours after placing the order. You can click here to complete an order cancellation form. We will help you right away!

How can I purchase the products on my Wishlist?

To order products from your Wishlist, follow the steps below:

  • Log in to your account.
  • View your Wishlist in "My Account"
  • Add the products you wish to purchase to your shopping bag.
  • Check out.
    • Enter your delivery information.
    • Enter your payment information.
    • Submit your order.

Do discounts offered in your retail stores apply to online purchases?

No. Online and offline purchases are covered by different policies and promotions.

Can I use a gift card to purchase products online?

No. You can use our gift cards in our retail stores. For online payment, we accept all of the below:

  • Credit Card: American Express, Mastercard, Visa, Union Pay
  • Mobile Payment: Alipay, Apple Pay, WeChat Pay

If my prescription eyewear doesn't feel right, what should I do?

There are many reasons your new prescription eyewear may not feel right. You are welcome to visit our store for adjustments. Our optometrists are always pleased to serve.

Your prescription eyewear is also covered by a 60-day Lens Guarantee. Our professional optometrists will provide an eye examination and consultation to see how we can make it right.

Why can't I complete my order using my existing prescription record ?

There are several reasons this may occur:

  • If your existing prescription record is more than a year old, you will need to update it.
  • If your existing prescription record indicates a high level of myopia, hyperopia, astigmatism, or presbyopia, you should visit our store for an eye exam and optometrist consultation to ensure that your eyewear provides the best fit and that your unique needs are adequately addressed. Click here to book an eye exam.

Are there additional lens products?

Yes. We have over 100 lens products in our comprehensive portfolio. You are welcome to visit our O2O store for a lens consultation, where our staff will be happy to help you determine the right personal lens solution to suit your vision needs. You can click here to book a lens consultation.

How can I cancel my order and receive a refund?

If you need to cancel a particular item or the entire order, you may do so within two hours after placing the order. (A prescription frame and lenses count as 1 item.) You can click here to complete an order cancellation form in the Contact Us section. We will help you right away!

You can also call a Puyi Client Service Specialist for refund at (852)2700-8833* with the order number and item code that needs to be refunded.

* Office Hours: Mon - Fri (Except Holiday) 9:30am - 1:00pm | 2:00pm - 6:30pm

If the order cancellation is successful, you will receive an email confirming the cancellation. To learn more, please visit our Delivery and Refund page.

For any inquiries, you can contact a Puyi Client Service Specialist, who will be happy to help you.

Delivery

Which delivery area does Puyi.com ship to?

Puyi.com can ship products to Hong Kong and Macau. You can also choose our Click & Collect service and have the products you purchase online delivered to an O2O store for pickup.

What are your delivery options?

Puyi.com uses S.F. Express for deliveries.

Can I have my purchase shipped to a PO box or freight forwarding address?

No. To ensure that all deliveries are successfully completed, Puyi.com only ships to Hong Kong or Macau residential and business addresses. Alternatively, you can choose our Click & Collect service.

Will I have to pay any shipping fees?

Puyi.com customers enjoy free shipping with every purchase. However, if your purchases cannot be delivered after 2 attempts, further attempts may incur a shipping fee.

How do I check my order's delivery status?

After your order is dispatched, you will receive an email with a tracking code. You can check the delivery status of your order by inputting this tracking code into the carrier's website.

If you have any questions about your order's delivery status, you can contact a Puyi Client Service Specialist, who will be happy to assist you.

How do I send products as gifts?

You can send products to your friends or family as gifts by inputting their address in the delivery address section. If you select premium packaging, you can also include a cheerful message with the gift.

What do I do if I want to change my delivery address?

You can contact a Puyi Client Service Specialist within 24 hours after placing the order. We will help you right away!

Delivery address changes requested more than 24 hours after placing the order may incur delivery delays or extra delivery costs. We will try our best to deliver your order to the amended address, but cannot guarantee delivery if the address is changed after the 24-hour window.

What happens if I am not able to receive my delivery on the first attempt?

Don't panic! If you missed the first attempt, we will contact you to determine the best date and time for a successful delivery, and schedule a second attempt. Orders that are not able to be completed after two delivery attempts will be cancelled and refunded.

If you have any questions, you can contact a Puyi Client Service Specialist, who will do their utmost to ensure a successful delivery.

When will I receive my order?

Generally, you will receive your order within:

Product Type Estimated Delivery Timeframe
Sunglasses / Frame only / Gift Card / Accessories 5 – 7 working days
Prescription Frame and Lens 8 – 10 working days

You can also check your order's status by logging in to "My Account" and selecting "Order Record – Processing" to find out the estimated delivery time.

What do I do if I do not receive my order within the estimated delivery time?

We endeavour to delivery every order on-time! However, we are ready to help if there is a problem. You can contact a Puyi Client Service Specialist, who will be happy to help track the order status.

What do I do if I receive the wrong product?

We endeavour to deliver the correct product to every customer. If an error has occurred, please take a photo of the product, preserve it unused and in its original condition. Then, contact a Puyi Client Service Specialist, who will be happy to arrange collection and to rearrange delivery of the correct product to you.

What do I do if a product in my order was damaged during delivery?

We are dedicated to making sure that your product arrives in pristine condition. If a problem has occurred, please take a photo of the product, preserve it unused and in its original condition, and contact a Puyi Client Service Specialist, who will instruct you on its return and replenishment.

To learn more, please visit our Delivery and Refund page.

Click & Collect

What can I enjoy from the Click & Collect service?

You can collect your online purchase at one of our O2O stores. You can also enjoy in-store customer services, such as professional eyewear adjustments.

At which Puyi Optical stores is Click & Collect available?

The following four Puyi Optical stores support Click & Collect:

How will I know when my order arrives at the store?

Once your order has arrived at your chosen store, you will receive a notification email inviting you to collect your purchase.

What do I need when I collect my order?

To collect your order, you will need to bring your notification email, which will contain a QR code.

What is the collection process?

You will need to show our staff the QR code in your notification email. They may also ask you for your member data, for verification. After you have collected your products, they will ask you to sign a confirmation of receipt of product.

How long will the store keep my order?

Once your order arrives at the store, you can collect your order at any time in the next 14 days. After that, we will cancel and refund the order. If your order includes a prescription frame and lenses, only the frame will be refunded.

To learn more, please visit our Delivery and Refund page.

Can I authorise a third party to collect my order?

Yes, you can! You will need to write a letter of authorisation giving permission for the third party to collect your order. The person authorised will also need to present their photo ID. Our staff may ask for your member data to verify identification, and will ask the collector to sign a confirmation of receipt of product.

How can I change the pick-up store?

To change the pick-up store for your Click & Collect order, you can contact a Puyi Client Service Specialist or call (852)2700-8833*. Our staff will be happy to help you!

* Office Hours: Mon - Fri (Except Holiday) 9:30am - 1:00pm | 2:00pm - 6:30pm

Reserve and Try-on

What products can I reserve online to try-on in store?

Products with “Reserve at Store” can be reserved for in-store try-on in our O2O stores.

In our PRODUCTS section, if the eyewear you desire is not available online, you can click the “Contact Our Specialist” button to enquire about in-store availability. Our Puyi Client Service Specialists will be happy to help you find where you can try on your favourite eyewear.

Where can I enjoy Puyi Optical's reserve and try-on services?

You can reserve products for try-on at any of the four O2O stores below:

How many products may I reserve for try-on?

You can reserve up to three online products at a time. You will be able to make new reservations once your previous reservation is complete.

Why can't I reserve a product for try-on?

You will not be able to reserve a product for try-on if you have already reserved 3-products, so you will need to complete the upcoming product reservation or cancel the upcoming one and make a new reservation.

What happens if I miss my reservation?

We understand that schedules change. If you need to alter your reservation time, you can contact the appointed store directly, or contact a Puyi Client Service Specialist, who will be happy to help you reschedule.

If you miss your reservation, the products you reserved will be sent back. You can still try these products on – just make a new reservation at Puyi.com!

How can I cancel or change my reservation?

To cancel a reservation, simply:

  • Log in to your account.
  • Go to "Reservation Record".
  • Click the "Cancel" button to the right of the reservation number you wish to cancel.

If you need assistance with cancelling your reservation, you can contact a Puyi Client Service Specialist, who will be happy to help you.

How can I change my try-on store?

To change the store where your products will be sent for try-on, simply first cancel your original reservation and then re-book with the store you prefer.

To cancel your reservation:

  • Log in to your account.
  • Go to "Reservation Record".
  • Click the "Cancel" button to the right of the reservation number you wish to cancel.

Can I reserve products for my family members or friends?

No. To provide the most personalised service based on each customer's preferences, we recommend that family members and friends create their own accounts at Puyi.com to enjoy the privileges of membership.

Is there any charge for the Reserve and Try-on service?

No. Reserve and Try-on service is always free-of-charge.

How long will my reserved products be kept at my reservation location?

Your reserved products will be kept on-site until the date of your reservation. After that, the reserved products will be returned.

Eye Examination

What does an eye examination at Puyi Optical comprise?

During your eye exam, our professional optometrists will use our leading optical technology to examine your visual health and personal visual needs. With us, your eye exam will be relaxing and hassle-free. You can learn more here.

What is Zeiss Vision Center Eye Health Service?

Zeiss Vision Center Eye Health Service guarantees you a truly exceptional, bespoke eye care experience featuring Zeiss' leading optic technology and our professional optometrists. We will analyse your visual needs and health through multiple assessments, and offer a wide-ranging spectrum of screenings to ensure that all of your eye-health-related needs are addressed. You can learn more here.

What are Puyi Optical's optometrist qualifications?

All Puyi Optical's optometrists are registered optometrists who are recognised by the government and are graduates of the Hong Kong Polytechnic University's School of Optometry or a similarly prestigious overseas institution.

How often should I renew my prescription record?

We recommend that you renew your prescription every nine months.

Where can I enjoy your eye exam services?

You can book an eye exam at any of the four O2O stores below:

Zeiss Vision Center Eye Health Service takes place at a Zeiss Vision Center.

How do I make an eye exam reservation?

You must be a member of Puyi Optical to reserve an eye exam. If you do not have an account on Puyi.com, click here for more information.

Once you have an account, simply log in to your account. You may then create a reservation by filling out our eye examination form.

You will receive an email confirming that your request has been received. Our Puyi Client Service Specialists will contact you to confirm your reservation. You will then receive a confirmation acceptance email, containing the final details of your reservation.

Click here to book an eye exam.

What is your eye exam fee?

Our eye examination service fee is HK$500, and is included in the lens pricing when you purchase our eyewear products.

Zeiss Vision Center Eye Health Service fees may vary depending on the services you require.

How can I change the time of my eye exam?

You can change your reservation time by contacting your appointed store directly, or you can contact a Puyi Client Service Specialist, who will be happy to help you change your service time.

How can I change the location for my eye-exam?

You can contact a Puyi Client Service Specialist, who will be happy to help you change your reservation location.

Can I have a hard copy of my prescription record?

Yes. You can request a hard copy from any Puyi Optical store. For a quick review of your prescription record, log in to your account and review your prescription record.

Lens Consultation

What does a lens consultation at Puyi Optical comprise?

During your lens consultation, our professional optometrists will provide personalised solutions for you, featuring the best-fit lens products from our comprehensive portfolio that will suit your unique visual needs.

Where can I enjoy your lens consultation services?

You can book a lens consultation at any of the four O2O stores below:

How do I make a lens consultation reservation?

You must be a member of Puyi Optical to reserve a lens consultation. If you do not have an account on Puyi.com, click here for more information.

Once you have an account, simply log in to your account. You may then create a reservation by filling out our lens consultation form.

You will receive an email confirming that your request has been received. Our Puyi Client Service Specialists will contact you to confirm your reservation. You will then receive a confirmation acceptance email, containing the final details of your reservation.

You can click here to book a lens consultation.

What is your lens consultation fee?

Lens consultations are free.

How can I change the time of my lens consultation?

You can change your reservation time by contacting your appointed store directly, or you can contact a Puyi Client Service Specialist, who will be happy to help you change your service time.

How can I change the location for my lens consultation?

You can contact a Puyi Client Service Specialist, who will be happy to help you change your reservation location.

O2O Service

What O2O services does Puyi Optical provide?

  • Click & Collect:
    • You can choose your favourite eyewear online and then pick-up your purchases in-store.
  • Reserve and Try-on:
    • Choose up to three online products to reserve and try-on in-store. We're also here to offer expert advice on the best possible lenses and fit. If the eyewear you desire is not available online, you can click the “Contact Our Specialist” button to enquire about in-store availability. Our Puyi Client Service Specialists will be happy to help you find where you can try on your favourite eyewear.
  • Service Reservations:
    • You can experience Puyi Optical's innovative range of technological advancements by reserving an eye examination, lens consultation, or our exclusive Zeiss Vision Center eye health service.

What are Puyi Optical's O2O stores?

Our four O2O stores are:

Maintenance

If I need maintenance, assistance or advice about my eyewear, what can I do?

You are welcome to visit any of our stores, where our staff can assist you with:

  • Eyewear Cleaning
  • Eyewear Adjustment
  • Nose-pad and Nail Repair
  • Maintenance Recommendations

Click here to find the stores that are nearest to you.

Will I need to pay a maintenance fee?

No. Puyi Optical never charges maintenance fees on its eyewear.

Warranty and Repair

Is my purchased item covered by warranty?

When you purchase an optical product from Puyi Optical, we will honour the original manufacturer's warranty of at least one year, including repair services for manufacturer defects. The exact warranty period may vary by brand and product.

To find your product's specific warranty coverage period, you can contact a Puyi Client Service Specialist, who will be happy to help you.

What is the scope of the warranty of lenses?

We provide a 60-day Lens Guarantee on our lens products. If your prescription eyewear doesn't feel right, you can bring it to any Puyi Group store along with your invoice within 60 days of purchase, and our professional optometrists will provide an eye examination and consultation to see how we can make it right. This Lens Guarantee only applies to prescription lenses sold at stores under the Puyi Group or on Puyi.com, and does not apply to lens products from other opticians or produced according to prescriptions authorised by a third party.

If I need repairs, where can I get support?

You can request repairs from any Puyi Group retail stores.

How much will repairs cost?

If your product needs repairs during its warranty period because of a manufacturing defect, your repairs are free.

Repairs due to damage caused by abuse or misuse may require additional fees. Before we start repairing the product, we will inform you of any necessary charges based on the level of damage and confirm that you want to proceed.

When will my warranty expire?

Puyi Optical's customers enjoy a one-year warranty, beginning on the day of purchase, but the warranty may vary by brand.

You can still request repairs if your warranty has expired. We will be happy to provide a quotation for the repair fees upon request.

Can I extend my warranty?

No. However, you can still request repairs after your warranty has expired. We will be happy to provide a quotation for the repair fees upon request.

If I did not purchase my eyeglasses at Puyi Optical, can I enjoy your repair service?

You can enjoy Puyi Optical's repair services on some brands, including Lotos and Cartier.

You can also contact a Puyi Client Service Specialist to see what we can do to help your eyewear.

Return and Refund

When can I request a refund?

You can request a refund within 7 days after receipt of the order under the conditions below:

  • If a product is damaged during delivery, you can request a return.
  • The products to be returned must be unused and in their original condition, with all product tags, warranty certificates, care instructions, product catalogues, product labelling, authenticity cards, eyewear care, dust bags, and packages attached and included.
  • You must include the original/electronic invoice.
  • For prescription frames and lenses, only the frames will be refunded.

Please visit an O2O store and complete a return form within seven days of receipt of the items you wish refunded.

To learn more, please visit our Delivery and Refund page.

Do you offer an exchange service?

Online and offline purchases are covered by different policies and promotions. Only offline purchases are eligible for product exchange. For details, please refer to the terms and conditions on your invoice.

However, since online purchases are covered by our 7-day return policy, you can return the purchased item and then purchase a different item at Puyi.com.

What products are refundable?

Products must be in their unused original condition and in a sellable condition, with all product tags, warranty certificates, care instructions, product catalogues, product labelling, authenticity cards, eyewear care, dust bags and packages attached and included.

The below products are classified as "Non-refundable", which means they cannot be refunded:

  • Products that have been damaged by inappropriate use or artificial damage.
  • Products that do not fall with acceptable "return condition".
  • All lenses.
  • Gift cards and coupons.

For a prescription frame and lenses, you can request a refund on the frame. Due to their personalised production, prescription lenses are not refundable.

To learn more, please visit our Delivery and Refund page.

How do I return a product that I purchased online?

You can return your product by bringing it (in its unused original condition) and its original/electronic invoice to any of the below stores in Hong Kong and Macau.:

Please present the original/electronic invoice to our staff. They may ask for your membership data for verification. After that, our staff will collect your item and confirm that it is in good condition. Finally, you will sign off on a return request form as confirmation.

When will I receive my refund?

In general, we will process your refund request within 7 to 10 business days. Refunds will be credited to your original method of payment. The refunds will be made by your payment method provider within 7-14 business days or the timeframe according to the payment method provider after we accept the refund request.

If you have any inquiries, please contact a Puyi Client Service Specialist, who will be happy to assist you.

What do I do if I have received a damaged or incorrect product?

Hopefully this will never happen! But if for some reason it does, please take a photo of the product, preserve it in its unused and in its original condition, and contact a Puyi Client Service Specialist, who will be happy to assist you with the return/ replenishment/ collection of the product.

How do I return a gift?

You can bring the gift (in its original condition and packaging), along with its invoice, to one of our O2O stores within 7 days of receiving the gift. The refund will be made to the purchaser's original method of payment.

Can I get a refund for an offline product?

No. Our online and offline purchases are covered by separate return and refund policies. Offline purchases are eligible for one-time product exchange. For details, please refer to the terms and conditions on your invoice.

Online Payment

What payment methods can I use?

For online payment, we accept all of the below:

  • Credit Card: American Express, Mastercard, Visa, Union Pay
  • Mobile Payment: Alipay, Apple Pay, WeChat Pay

Which currency can I use to pay?

You can pay by Hong Kong Dollars.

Is paying online safe and secure?

Of course! All Puyi.com personal member information is securely stored in a payment gateway that is fully PCI DSS 3.4 compliant as a level 1 service provider. The Payment Card Industry Data Security Standard (PCI DSS) is designed to ensure that ALL companies that accept, process, store or transmit credit card information maintain a secure environment.

For more details, please see our Terms & Conditions.

If you have any inquiries, please contact a Puyi Client Service Specialist, who will be happy to assist you.

How do I use a promo code?

When you are checking out, simply enter your promo code in the "PROMO CODE" box.

What happens if my payment is declined?

To maintain security, all credit and debit cards are subject to validation and authorisation by the card issuer. If there is an issue with your card and payment is declined, your order will be cancelled. You are welcome to place your order again once you have resolved the issue with your card.

For more details, please see our Terms & Conditions.

If you have any inquiries, please contact a Puyi Client Service Specialist, who will be happy to assist you.

Can I use a gift card to purchase products online?

No. You can use our gift card to pay for your purchases in our retail stores. For online payment, we accept all of the below:

  • Credit Card: American Express, Mastercard, Visa, Union Pay
  • Mobile Payment: Alipay, Apple Pay, WeChat Pay

Need further assistance?

Please contact us here.