FAQ

TOLY TOLLY Product FAQs

"Double Aesthetics, Captured in Your Eyes"  

About Wearing and Care

Q1: How to wear Toly Tolly contact lenses?  

Step 1: Gently Unveil "Dual Aesthetics"
Wash and dry your hands thoroughly. Remove the lens from the packaging and confirm the correct side (the edge should curve like a bowl for the correct side).
Step 2: A Ritual for Your Eyes
Use your middle finger to lift the upper eyelid and your ring finger to pull down the lower eyelid. Place the lens on your fingertip, look straight ahead, and gently place it onto your pupil.
Step 3: Dynamic Adjustment
Rotate your eyes up, down, left, and right to allow the lens to settle naturally. Close your eyes for 10 seconds to feel the "hydrating embrace."
Step 4: Complete the Dual Transformation
Repeat the steps to adorn your other eye with Toly Tolly's charm!
Q2: How to remove Toly Tolly lenses?
Step 1: Gentle Touch with Your Fingertips
Clean your hands, then use two fingers to gently pull your upper and lower eyelids apart to expose the edge of the lens.
Step 2: The Sliding Removal Method
Look upward, use your index finger and thumb to gently pinch the lens, slide it down to the white part of your eye, and remove it (avoid pulling forcefully).
Toly Tolly Tip: Pair with the AquaCore™ Moisturizing Lens Case to keep your lenses fresh as new!

About Product Features
Q3: Are your lenses safe?
Yes. All Gleglow lenses are manufactured in FDA-registered and ISO-certified facilities. Each pair follows strict quality-control procedures before shipping.
Q4: Does Toly Tolly offer prescription lenses?
Yes! We offer lenses from 0.00 to -10.00 (including non-prescription decorative options).
Q5: Why does the actual color differ from the website display?
Toly Tolly's colors are inspired by "light and shadow magic"—
Due to environmental lighting, natural eye color, and makeup layers, the lenses may display dual tones (e.g., "Misty Grey" can appear gray or blue).
Q6：What should I do if my item is damaged or defective?
Please contact our support team within 7 days of delivery with:
Order number
Photos or video of the issue
Unopened product condition (if applicable)
We will verify the issue and provide a replacement or refund depending on the situation.

Safety and Comfort Guide
Q7: What to do if my eyes feel uncomfortable after wearing?
Remove the lenses immediately and soak them in Toly Care+ solution for 24 hours, gently rubbing both sides.
Check if the lens is damaged or inside out (edges flaring outward indicate the wrong side).
If discomfort persists, discontinue use and consult an eye doctor.
Q8: Toly Tolly Safe Wearing Guidelines
"8-Hour Aesthetic Rule":** Wear lenses for ≤8 hours daily. Beginners should start with 4 hours and gradually increase.
"Makeup Sequence": Put on lenses before applying makeup and remove them before makeup removal.
"Water-Free Zones": Avoid wearing lenses while swimming or in hot springs.
"Exclusive Use": Lenses are for personal use only—no sharing!
Q9: How to care for Toly Tolly lenses
"Fingertip Ballet": Add 3 drops of  Care solution to your palm and gently rub the lens in a circular motion for 10 seconds.
"Case Refresh": Replace the solution every time and boil the lens case for disinfection once a week.
"Hibernation Mode": When not in use, replace the solution in the case every 3 days.
"Fragile Aesthetics": Avoid contact with nails or sharp objects!
Q10: Can beginners wear your lenses?
Yes. Our lenses are soft and beginner-friendly. However, if you feel discomfort, dryness, or irritation, remove the lenses immediately.
Q11：How to pick the right color?
Consider skin tone, eye color, occasion, personal style, hair color, comfort, and maintenance
Q12：Monthly vs Yearly Lenses
Consider budget, convenience, usage frequency, and hygiene maintenance. Yearly lenses are more economical but require more careful care.

About Orders and Shipping
Q13: Can I change or cancel my order?
Orders can be changed or cancelled anytime before shipment.Simply check whether your order has been shipped yet.
Q14: How long is the shipping time?
Shipping time varies by region:
US / Canada: 7-12 business days
UK / Europe: 7-15 business days
Australia: 7-12 business days
Other regions: 10-20 business days
Tracking information will be sent to your email once your order is shipped.
Q15: Will I be charged customs fees?
Most orders pass without additional fees, but local customs regulations vary. Any potential import duties are the customer’s responsibility.
Q16: Where do you ship from?
We ship from our fulfillment centers in Asia. This allows us to offer lower prices and stable inventory for global customers.

Returns & Refunds
Q17: Do you offer refunds?
We offer refunds only for orders with clear, verifiable product quality issues (e.g., damaged, defective, or incorrect items).
Because contact lenses are medical-grade products, we cannot accept returns for:
Change of mind
Wrong color chosen
Wrong prescription chosen
Opened or tried-on lenses
Q18: My package is delayed. Can I get a refund?
If the order is still in transit and within the expected time window, we cannot issue a refund.
If the package is lost or undelivered after the carrier confirms an issue, we will assist with reshipment.
Q19: I entered the wrong address. What can I do?
If the order has not shipped yet, we can update your address.
If the package is already shipped, we cannot change the address or refund the order.

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