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FREQUENTLY ASKED QUESTIONS

  • My Account
  • Payment
  • Delivery
  • O2O Service
  • In-store Pick-up (Click & Collect)
  • Exchange & Refund
  • Eye Examination & Lens Consultation
  • Reserve and Try-On
  • Warranty & Maintenance
  • OFFLINE MEMBER ONLINE ACCOUNT ACTIVATION
    Activation Procedures:
    Step 1 Visit the following “PUYI STORE MEMBER ACTIVATION” page:
    https://www.puyi.com/crm/
    Step 2 Input your email or mobile number associated with your offline member account and press “ACTIVATE”.
    Step 3 You will receive a verification code by email or SMS. Verify your identity by entering the verification code.
    Step 4 Fill in and update your personal information.
    Step 5 Click “CONFIRM” to submit your application. You will then receive a confirmation email. You can now login to your online account and enjoy online shopping!
  • UNSUCCESSFUL ACCOUNT LOGIN
    If you forgot your password, click the "Forgot your password?" link on the Login page and follow the procedure to change it.

    For further assistance, contact us and we will be happy to assist you.
  • ACCOUNT CANCELLATION
    If you want to cancel your account, please contact our Customer Service Specialist.
  • PAYMENT METHODS
    We accept the following major credit cards:
    American Express, Visa, Mastercard, UnionPay. We also accept Alipay and WeChat Pay

    *AlipayHK and WeChat Pay HK are not applicable for online payment.
  • PAYMENT SECURITY
    All personal member data on PUYI.com 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.
  • PAYMENT ISSUE
    To maintain security, all credit and debit cards are subject to validation and authorisation by the card issuer. If your card payment is declined or in any issues, your order will be cancelled. You may change to another card or use other payment methods. 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.
  • PROMO CODE
    Enter your promo code in the "APPLY PROMO CODE" box on the page of shopping bag and proceed to checkout.
  • GIFT CARD
    Gift card is not applicable for online purchase. Please use your gift card in our retail stores.
  • FREE DELIVERY
    We offer free delivery to Hong Kong & Macau, Taiwan and Mainland China.

    You can also collect your online order at our O2O stores in Hong Kong with Store Pick-up Service. Find out your nearest store.
  • DELIVERY LEADTIME
    Product Type Estimated Delivery Leadtime
    Sunglasses / Frame Only / Accessories 5-7 working days
  • PO BOXES/FORWARDING ADDRESS
    Puyi.com is unable to deliver to PO boxes or forwarding addresses. Alternatively, you can choose to pick up your order by selecting “Buy Online & Collect at Store” at checkout.
  • DELIVERY TRACKING
    Once your order is dispatched, you will receive an email with a tracking code. We deliver with S.F. Express, you may trace the delivery status here.
  • CLICK & COLLECT
    You can purchase your favourite eyewear online and pick-up in any or our O2O stores.
  • RESERVE & TRY-ON
    Reserve up to three online products and try-on in-store. We are 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 assist and advise which store 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. Please see here for service details.
  • PICK-UP POINTS
    Please check out our O2O store list here. The Store Pick-up Service is only available at our Hong Kong stores.
  • PICK-UP LEADTIME
    Product Type Estimated Delivery Leadtime
    Sunglasses / Frame Only / Accessories 4-6 working days
  • PICK-UP NOTIFICATION
    You will receive a notification email when your order arrives the pick-up point. Please present the QR code in the email to our staff. Please collect your order within 14 days from the notification date.
  • 7-DAYS RETURN/REFUND POLICY
    For any damaged or unfitted goods (except the prescribed lens), you can request a refund within 7 days from receiving your order under the conditions below:
    • The products to be returned must be unused and in their original conditions, with all product tags, labels, certificates, instructions, authenticity cards, eyewear care items, dust bags, cases and all packaging attached and included.
    • You must include the original/electronic invoice upon return.

    Non-Refundable Items/Conditions
    • For a prescription frame and lenses, you can request a refund only for the frame. Due to their personalised production, prescription lenses are not refundable.
    • Products damaged by misuse or abuse.
    • Products do not conform with return condition above.
    • Please visit an O2O stores and complete a return form within 7 days of receipt of the items you wish to be refunded. To learn more, please visit our delivery and refund page.
  • EXCHANGE SERVICE
    Only offline purchases are eligible for product exchange. For details, please refer to the terms and conditions on your invoice.

    Since our online purchases are covered by 7-day return policy, you can return the purchased item to any of our O2O stores and make another order at Puyi.com.
  • REFUND PAYMENT
    We will process your refund request within 7 - 10 business days. Refunds are issued via your original payment method and will normally appear on your account within 14 business days, depending on the processing times of your payment provider.

    If you have any inquiries, please contact our Puyi Client Service Specialist, who will be happy to assist you.
  • EYE EXAMINATION BY PUYI OPTICAL
    During your eye examination, our professional optometrist 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.
  • COMPREHENSIVE EYE HEALTH EXAMINATION BY ZEISS OPTICAL LAB
    Our Comprehensive Eye Health Examination by ZEISS Optical Lab guarantees you a truly exceptional, bespoke eye care experience featuring ZEISS's leading optic technologies.

    Our professional optometrist provides a fully comprehensive set of tests and assessments that can examine your entire vision spectrum and analyse your vision health and special needs,

    The process measures your precise prescription and vision health data, which helps you to detect and prevent any potential vision problems or diseases at an early stage and giving professional advices on eye care maintenance.

    You can learn more here.
  • LENS CONSULTATION
    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.
  • RECOMMENDED TIME OF RENEWING PRESCRIPTION
    We recommend you to renew your prescription every 9 months. You may reserve an eye examination here.
  • PROFESSIONALISM OF OUR OPTOMETRISTS
    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.
  • LOCATIONS FOR EYE EXAMINATION & LENS CONSULTATION SERVICES
    You can reserve our eye examination or lens consultation services at any of our stores.
  • RESERVATION FOR EYE EXAMINATION & LENS CONSULTATION
    You must be an online member of Puyi Optical in order to reserve an eye examination or lens consultation service. If you do not have an account yet, please click here.

    If you already have an account, simply log-in and make a reservation here.

    You will receive a notification email after completing your online reservation. Our Puyi Client Service Specialist will contact you shortly to confirm the reservation. You will then receive a confirmation email with booking details.
  • SERVICE CHARGES FOR EYE EXAMINATION & LENS CONSULTATION
    Type Service Charge
    Eye Examination HK$500*
    (Will be waived upon any purchase of eyewear/lens in store)
    ZEISS Comprehensive Eye Health Examination Varies according to your required services
    Lens Consultation FREE
    *The service charge is applicable only for Hong Kong and Macau.
  • RESCHEDULE OR CANCEL EYE EXAMINATION & LENS CONSULTATION
    If you need to change your service time, location or to cancel your reservation, please contact our Client Service Specialist.
  • TYPE OF PRODUCTS FOR RESERVE AND TRY-ON SERVICE
    Products with “RESERVE AND TRY-ON” button can be reserved for in-store try-on in our O2O stores. By clicking the button, the products will be added onto wish list, you shall further select the products to reserve and try-on in-store. Please then fill in your contact information, preferred store, date and time for the try-on service. We will contact you soon upon receiving your request for further confirmation.
  • SERVICE CHARGE FOR RESERVE AND TRY-ON SERVICE
    It is completely FREE OF CHARGE for the Reserve and Try-on Services.
  • RESERVE QUANTITY FOR TRY-ON SERVICES
    You can reserve and try-on up to THREE pieces of eyewear.
  • RESERVE AND TRY-ON SERVICE RESCHEDULE/CANCEL
    If you need to change your service time/location or to cancel your reservation, please contact our Client Service Specialist.
  • WARRANTY FOR OFFLINE & ONLINE PURCHASE
    When you purchase an optical product from Puyi Optical or Puyi.com, we will honour the original manufacturer's warranty for 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 here, who will be happy to help you.
  • LENSES WARRANTY
    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, and does not apply to lens products from other opticians or produced according to prescriptions authorised by a third party.
  • REPAIR CENTER
    You can request for our repair service in any retail stores under PUYI Group.
  • REPAIR COST
    We provide FREE repairs during its warranty period because of any manufacturing defects.

    Repairs due to damage caused by abuse or misuse may require additional fees. We will quote you the necessary charges based on the condition of damage before repairing.
  • WARRANTY EXTENSION
    We do not have warranty extension. However, you can still request for repairs after your warranty expired. We will be happy to provide a repair quotation upon request.
  • REPAIR SERVICE FOR ITEM PURCHASED FROM OTHER RETAILERS
    You can also enjoy Puyi Optical's repair services for particular retail brands including Carter, Gentle Monster, Linda Farrow, Lotos and Victoria Beckham etc.

    Please contact a Puyi Client Service Specialist here to enquire the availability of repair service.
  • EYEWEAR MAINTENANCE AND ASSISTANCE
    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.
NEED FURTHER ASSISTANCE?
CONTACT US
service-hk@puyioptical.com
PUYI CLIENT SERVICE HOTLINE
(852) 2700 8833
MON - FRI (EXCEPT HOLIDAY)
9:30AM - 1:00PM | 2:00PM - 6:30PM
PLEASE CONTACT US HERE.