FAQ – Frequently Asked Questions

1. Choose your lenses: Browse our store and select the correct brand, lens type, quantity and prescription parameters.

2. Check your prescription: Use a valid, current contact-lens prescription. If you need help reading it, email [email protected] or WhatsApp +6011 2529 1660 before ordering.

3. Complete checkout: Enter your delivery details and pay using one of the methods displayed at checkout. After payment, we will process the order according to product availability.

Contact us as soon as possible. Orders may be cancelled or changed within one hour of placement if processing has not started. Requests made after one hour are subject to approval, and orders that have already shipped cannot be cancelled or changed.

Custom-made, novelty, pre-order and special-order lenses cannot be cancelled or modified once ordered. For an approved cancellation, non-refundable payment-processing fees may be deducted from the refund.

Yes. CityLens delivers within Malaysia, to Singapore and to many international destinations. Available shipping methods and charges are calculated from your delivery address at checkout.

International customers are responsible for applicable import duties, taxes and customs-clearance charges. Customs or carrier delays are outside the estimated delivery timeframe. Please contact us before ordering if your destination is not available at checkout.

We accept credit and debit cards, PayPal and any other payment methods displayed at checkout. Full payment is required when the order is placed. The exact options available may depend on your location, currency and the payment provider.

Card payments are handled through the secure payment options shown at checkout, including PayPal-supported card processing. Before entering payment details, confirm that you are on citylens.com.my and that your browser shows a secure HTTPS connection.

Never send complete card details by email or WhatsApp. For information about how we handle personal data, read our Privacy Policy.

In-stock items are normally processed within 4–10 business days. Pre-order products—including many multifocal, astigmatism and high-power lenses—normally require 8–12 weeks before dispatch and may take longer when supplier stock is delayed.

After dispatch, the estimated courier transit times are:

• West Malaysia: 1–3 business days
• Sabah, Sarawak and Labuan: 3–7 business days
• Singapore: 2–5 business days
• International Express: 3–10 business days, depending on the destination

These are estimates rather than guaranteed delivery dates. Business days exclude weekends and public holidays. International customs clearance, import procedures, remote-area delivery and carrier disruptions may extend the delivery time. Contact us before ordering if you need a product by a specific date.

We will send tracking information by email after your order is dispatched. Registered customers can also sign in to My Account and review their order history.

If you need assistance, send your order number to [email protected] or WhatsApp +6011 2529 1660.

First, check the tracking link in your dispatch email for the latest carrier update. If the parcel is overdue, send your order number to [email protected] or WhatsApp +6011 2529 1660.

We will investigate the shipment with the carrier and help determine the appropriate next step.

Contact us within three days of delivery if an item is defective or damaged. Eligible unopened, non-custom products must also be reported within three days and returned within seven days, factory sealed, unused and in resalable condition. Approved non-defective returns are issued as store credit.

Opened or used contact lenses, incorrect prescription parameters or colours selected by the customer, and custom or special-order products are generally not returnable. Read the complete Refund and Return Policy before returning anything.

A return may be rejected if it was requested after the stated deadline, sent without approval, opened or used, missing its original packaging, damaged after delivery, or not in resalable condition. Products ordered with incorrect parameters or colours, as well as custom-made and special-order products, are generally not eligible unless a factory defect is confirmed.

Review the Refund and Return Policy and contact us before sending an item back.

Expiry dates vary by brand, product and production batch. Check the date printed on the unopened box and each blister pack before use, and never wear a lens after that date.

If you need a particular minimum shelf life, contact us before ordering so we can check the available stock.

Yes, if you already have a valid, current contact-lens prescription and order the exact brand and parameters recommended by your eye-care professional. Contact lenses are medical devices, so do not guess your power, base curve, diameter or lens type.

If you are a first-time wearer or want to change products, arrange an eye examination and contact-lens fitting before ordering.

No. An eyeglass prescription is not the same as a contact-lens prescription. Contact lenses sit directly on the eye, so the required power may differ and the prescription also includes fitting information such as brand, base curve and diameter.

Ask an optometrist or optician for a current contact-lens prescription before ordering.

Do not buy coloured lenses without professional advice and a proper fitting. Even lenses without corrective power sit directly on the eye, and an unsuitable fit or poor handling can cause scratches, infection or reduced vision.

Malaysia’s Medical Device Authority regulates non-corrective coloured contact lenses as medical devices. Use properly registered products and follow the wearing and care instructions provided by your eye-care professional.

Yes. If your eyes require different powers or parameters, select the correct prescription for each eye. This normally means purchasing separate boxes for the left and right eye.

Check every parameter against your current contact-lens prescription before completing the order.

Start with an eye examination and professional contact-lens fitting. An optometrist or optician will assess your eye health, measure the fit, recommend an appropriate lens and teach you how to insert, remove and care for it safely.

Do not choose your first lenses using only an eyeglass prescription. You can visit CityLens in Taman Johor Jaya or contact us to arrange assistance.

Wash your hands with soap and dry them using a clean, lint-free towel. Check that the lens is clean, undamaged and not inside out, then place it on the tip of your index finger.

Hold the upper eyelid open, pull down the lower eyelid and gently place the lens on the eye as demonstrated by your eye-care professional. Release your eyelids slowly and blink. If the lens causes pain, persistent discomfort or blurred vision, remove it and seek professional advice.

Wash and dry your hands thoroughly. Look upward, gently pull down the lower eyelid and slide the lens onto the white part of the eye. Lightly pinch the lens between the pads of your thumb and index finger—never use your fingernails—and remove it.

If the lens does not move easily, use contact-lens rewetting drops and try again after blinking. Seek professional help if it remains stuck or you experience pain, redness or reduced vision.

Follow the instructions from your eye-care professional, the lens manufacturer and the solution manufacturer. Rub and rinse reusable lenses with fresh disinfecting solution each time they are removed, then store them in a clean case filled with fresh solution.

Never use tap, bottled or distilled water, never reuse old solution, and never “top off” solution in the case. Clean the case with fresh solution, air-dry it upside down with the caps off, and replace it at least every three months. Daily disposable lenses should be discarded after use, not cleaned or stored.

Base curve, shown as BC, describes the curvature of the back surface of a contact lens and is usually stated in millimetres. It is one of the parameters used to help a lens fit the eye correctly.

Do not select a base curve by comparing numbers alone. Your eye-care professional should assess the complete lens design and how it behaves on your eye.

Base curve contributes to how a contact lens centres, moves and feels on the eye. A lens that does not fit properly may move too much, feel uncomfortable, blur vision or affect eye health.

The printed BC number is only part of the fit; lens material, diameter, design and your eye shape also matter.

Not without professional advice. A small difference in the printed base curve does not prove that two brands will fit in the same way. Lens diameter, material, edge design, power profile and overall geometry can all change the fit.

Arrange a new fitting before changing brand or lens type, even when the prescription power appears identical.

Eyes and lens designs vary, so manufacturers offer different base curves to achieve an appropriate fit. The same base-curve number can also behave differently between brands because the material, diameter and overall geometry are not identical.

Use the brand and parameters specified by your eye-care professional rather than choosing a lens by base curve alone.

Diameter, shown as DIA, is the overall width of a contact lens from edge to edge, measured in millimetres. Along with base curve and lens design, it affects coverage, centration, movement and comfort.

Use the diameter specified in your contact-lens prescription or recommended during your fitting.

Dk describes how readily oxygen can pass through a contact-lens material. Dk/t describes oxygen transmissibility through a lens of a particular thickness, so it also varies with lens power and design.

These figures help eye-care professionals compare lenses, but a higher number does not automatically make one product suitable for every wearer. Fit, surface properties, wearing schedule and eye health also matter.

Most modern soft lenses are made from hydrogel or silicone-hydrogel polymers. These materials contain water and allow different amounts of oxygen to reach the cornea. Rigid gas-permeable lenses use firmer oxygen-permeable materials and require a different fitting and care routine.

The best material depends on your prescription, eye health, wearing schedule and professional fitting—not material name alone.

Handle lenses with the pads of your fingers, not your fingernails. Keep nails smooth, avoid pulling a folded lens apart, and use fresh contact-lens solution to help it unfold. Check the lens before insertion and discard it if it is torn, chipped or damaged.

Do not wear a damaged lens. If part of a lens appears to remain in your eye, remove it carefully and seek professional help if you cannot locate it or if discomfort continues.

Look for the expiry date on the outer box and individual blister pack, commonly beside an hourglass or EXP symbol. The format may be year/month or year/month/day depending on the manufacturer.

Do not use a lens after the printed expiry date or if the blister pack is open, leaking or damaged.

Yes. Reusable lenses should not remain indefinitely in old solution. Follow the lens and solution manufacturers’ instructions for how often stored lenses must be re-cleaned and disinfected, and always use fresh solution before wearing them again.

Never top up old solution, and never use water. If you are unsure how long the lenses have been stored, disinfect them again or replace them.

Properly prescribed and fitted contact lenses do not normally make the prescription itself worse. However, poor fit, overwear, sleeping in unsuitable lenses, water exposure or inadequate cleaning can cause irritation, infection or damage that affects vision.

Attend regular eye examinations and remove your lenses if you develop pain, redness, light sensitivity, discharge or blurred vision.

There is no single safe wearing time for every person or product. Follow the schedule given by your eye-care professional and the lens manufacturer. New wearers may need to build up wearing time gradually.

Remove lenses earlier if your eyes become dry, red, painful or blurry. Do not extend wear simply because the lenses still feel comfortable.

Do not sleep or nap in contact lenses unless an eye-care professional has specifically prescribed that lens for overnight wear and explained the schedule. Sleeping in ordinary daily-wear lenses increases the risk of a serious eye infection.

If you accidentally sleep in your lenses, do not force them off. Use contact-lens rewetting drops, allow the lenses to move normally, then remove them. Seek prompt care for pain, redness, discharge, light sensitivity or reduced vision.

Contact lenses can be safe and effective when they are properly prescribed, fitted and cared for. Problems are more likely when lenses are worn beyond their schedule, exposed to water, slept in, shared, or handled with poor hygiene.

Regular eye checks and correct replacement are essential. Stop wearing lenses and consult an eye-care professional if symptoms develop.

Some people with dry eyes can wear contact lenses comfortably, but the cause and severity should be assessed first. An eye-care professional may recommend a different material, replacement schedule, care system or reduced wearing time.

Do not continue wearing lenses through persistent dryness, burning, redness or fluctuating vision. Remove them and arrange an eye assessment.

Rewetting drops labelled for use with your type of contact lens may provide temporary relief. They do not correct an unsuitable fit, damaged lens, eye disease or poor wearing habits.

Avoid using general “redness-relief” drops with lenses unless advised by an eye-care professional. If you need drops frequently or symptoms persist, remove the lenses and arrange an assessment.

No. Remove contact lenses before swimming, showering or using a hot tub. Water can change the shape of soft lenses and expose the eye to microorganisms, including Acanthamoeba, which can cause a severe infection.

Prescription swimming goggles are a safer option. If water touches your lenses, remove them as soon as possible and either discard them or clean and disinfect reusable lenses according to professional and manufacturer guidance before wearing them again.

Wash and dry your hands, insert lenses before applying makeup, and remove lenses before removing makeup. Keep eyeliner and other cosmetics away from the inside edge of the eyelids, and avoid getting sprays, powders or creams on the lenses.

Do not share eye makeup, replace products as recommended, and discard makeup used during an eye infection. Remove your lenses if makeup enters the eye or irritation develops.

Coloured lenses can be worn safely when they are properly fitted, legally supplied, registered where required and used according to professional and manufacturer instructions. Decorative lenses are not simply cosmetics; an unsuitable fit or poor care can injure the eye.

Never share coloured lenses, expose them to water or buy them from unverified sellers. Malaysia’s Medical Device Authority regulates non-corrective coloured contact lenses as medical devices.

Common options include soft hydrogel and silicone-hydrogel lenses, rigid gas-permeable lenses, daily disposable lenses and reusable lenses. Designs may correct standard short- or long-sightedness, astigmatism with toric lenses, or presbyopia with multifocal lenses. Coloured lenses change appearance, with or without vision correction.

The appropriate material, design and replacement schedule depend on your prescription, eye health and professional fitting. Orthokeratology and other specialist lenses require dedicated clinical supervision.

A small amount of movement can be normal and helps tears circulate under the lens. Excessive sliding, poor centration, discomfort or fluctuating vision may indicate that the lens is inside out, damaged or not fitting correctly.

Remove the lens and check it. If the problem repeats, stop wearing that product and arrange a fitting assessment rather than trying a different size yourself.

No. Stop wearing contact lenses if you have conjunctivitis or another suspected eye infection, and consult an eye-care professional. Do not resume wear until the infection has resolved and you have been advised that it is safe.

Discard disposable lenses worn around the time symptoms began. Ask your eye-care professional whether the lens case, reusable lenses, solution or eye makeup should also be replaced.

Glasses provide a safe backup when lenses need to be removed because of dryness, irritation, illness, a damaged lens or an unexpectedly long day. They are also useful during travel and whenever lens hygiene is difficult to maintain.

Keep an up-to-date pair available and do not continue wearing uncomfortable lenses simply because you have no alternative.

Aircraft cabins can feel dry, so wear time may need to be reduced. Use only rewetting drops approved for your lenses, stay hydrated and carry your lens case, fresh solution and backup glasses.

Remove lenses before sleeping on the flight unless overnight wear has been specifically prescribed. For long journeys, glasses are often the more comfortable option.

No. A monthly lens should be discarded according to the manufacturer’s schedule—normally one month after opening—not after 30 separate days of use. Wearing it only occasionally does not extend the replacement date.

Follow the schedule prescribed for the specific product. If you wear lenses infrequently, ask whether daily disposables may be more suitable.

No. The anatomy around the eye prevents a contact lens from travelling behind it. A lens can, however, fold or move under an eyelid.

Wash and dry your hands, use contact-lens rewetting drops and gently blink or massage the closed eyelid toward the centre. Do not use tools or scratch the eye. Seek professional help if you cannot remove it or if pain, redness or blurred vision develops.

The expiry date reflects how long the manufacturer can support the sterility of the sealed pack, the integrity of its packaging and the performance of the lens and solution. These cannot be confirmed indefinitely.

Do not use expired lenses even if the pack looks normal. Also discard any blister pack that is open, leaking, cloudy or damaged.

Wash and dry your hands, apply contact-lens rewetting drops and blink several times. Once the lens moves freely, slide it onto the white part of the eye and remove it gently with your fingertips.

Do not use fingernails, tweezers or other tools, and do not force a dry lens off the eye. Seek urgent professional care if it cannot be removed or if you have severe pain, marked redness, light sensitivity, discharge or reduced vision.

Hormonal and fluid changes during pregnancy can alter vision, tear-film stability and contact-lens comfort. Some wearers may need shorter wearing times or temporary use of glasses.

Do not change lens parameters without an assessment. Arrange professional care for persistent dryness, discomfort or vision changes, and seek prompt medical advice for sudden or significant visual symptoms.

Do not nap in contact lenses unless an eye-care professional has specifically prescribed the lens for overnight wear. Even a short nap reduces oxygen exposure and may increase irritation and infection risk.

If you accidentally nap in lenses, use rewetting drops and allow them to move freely before removal. Seek care if pain, redness, light sensitivity or blurred vision continues.

No. Never expose contact lenses or their storage case to tap, bottled or distilled water. Water can carry microorganisms such as Acanthamoeba and does not disinfect lenses.

Use only the products and fresh disinfecting solution recommended for your lenses. Wash your hands before handling lenses and dry them completely with a clean, lint-free towel.

Use only drops specifically labelled as compatible with your type of contact lens or recommended by your eye-care professional. Some eye drops must be used only after lenses are removed.

Do not rely on redness-relief drops to mask irritation. Remove your lenses and arrange an assessment if redness, pain, discharge, light sensitivity or blurred vision develops.

Contact lenses are not personal protective equipment. Whether they can be worn at work depends on the workplace risk assessment, employer rules and advice from occupational-safety and eye-care professionals.

Always use the required approved safety glasses, goggles or face protection for chemicals, dust, flying particles, heat, ultraviolet radiation or welding. Remove lenses and follow the workplace emergency procedure immediately after an eye exposure.

Do not buy contact lenses as ordinary over-the-counter cosmetics. Corrective and non-corrective coloured lenses are regulated medical devices in Malaysia and should be properly registered, supplied through legitimate channels and used with professional fitting and care instructions.

Unverified or poorly fitting lenses can cause corneal scratches, infection and reduced vision. Never share lenses or purchase products without traceable packaging and manufacturer information.

Overwearing lenses or extending their replacement schedule can increase dryness, deposits, inflammation, poor oxygen delivery and the risk of infection. A lens may still feel acceptable while eye damage is developing.

Follow both the daily wearing time and replacement schedule prescribed for the exact product. Remove lenses immediately for pain, redness, light sensitivity, discharge or blurred vision.

These terms describe different features and are not direct alternatives: a daily disposable may itself be made from silicone hydrogel. Daily disposables reduce cleaning and storage steps, while silicone-hydrogel materials generally provide higher oxygen transmission than traditional hydrogels.

No material removes the need for proper fitting, clean hands, water avoidance and the correct wearing schedule. The safest choice depends on your eyes and should be recommended by an eye-care professional.

After inserting your lenses, empty the case, rub and rinse it with fresh contact-lens solution, wipe it with a clean tissue if directed, and leave it upside down on a fresh tissue with the caps off to air-dry.

Keep the case in a clean, dry place away from splashes and never rinse it with water. Replace the case at least every three months, or sooner if it becomes damaged or contaminated.