FAQs
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| Welcome to Berlian Optical Sdn Bhd’s FAQ page. Below, you will find answers to common questions about our products, services, and policies. If your question isn’t answered here, feel free to contact our customer service team for further assistance. |
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Ordering and Account Information
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How do I create an account?
To create an account, click on the “Register” button at the top of our homepage. You’ll be asked to provide your email address, a password, and some basic personal information. Once your account is set up, you can start shopping! |
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Do I need to create an account to place an order?
No, you can check out as a guest. However, creating an account allows you to track your orders, save your shipping details for future purchases, and receive special promotions. |
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What if I forget my password?
If you forget your password, click on the "Forgot Password" link during login. Enter your registered email, and we will send you instructions on how to reset your password. |
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How do I update my account information?
To update your personal information, log into your account and navigate to the “My Account” section. From there, you can update your address, phone number, and other details. |
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| How do I place an order? |
| To place an order: |
- Browse our catalog and select the products you wish to purchase.
- Add them to your shopping cart.
- Click the shopping cart icon and proceed to checkout.
- Fill in your shipping details, select your payment method, and confirm your order.
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Products and Prescriptions
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Do you offer prescription glasses?
Yes, we offer a wide range of prescription glasses and sunglasses. You can upload your prescription during the checkout process, or you can enter it manually. |
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How do I know what prescription I need?
You should have your eyes tested by a qualified optometrist or ophthalmologist. Once your prescription is ready, you can upload it or manually enter it when purchasing eyewear from our website. |
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Can I update my prescription after I place an order?
Once an order has been processed, we cannot change the prescription. If you realize your prescription is incorrect after placing an order, please contact customer service as soon as possible to see if the order can still be modified. |
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What is the difference between single-vision, bifocal, and progressive lenses?
Single-vision lenses: Correct one field of vision, either for distance or reading.
Bifocal lenses: Correct two fields of vision—typically distance on the top half of the lens and reading on the bottom.
Progressive lenses: Provide a gradual transition between multiple focal lengths, allowing you to see at various distances without visible lines. |
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What materials are your frames made from?
We offer frames made from various materials, including plastic, metal, titanium, and acetate. Each material offers different benefits in terms of durability, flexibility, and weight. |
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Do you offer contact lenses?
Yes, we offer a selection of contact lenses, including daily, bi-weekly, and monthly lenses from reputable brands. You will need to provide a valid contact lens prescription when ordering. |
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How do I care for my glasses and lenses?
To care for your glasses, clean the lenses regularly using a microfiber cloth and lens cleaner. Avoid using harsh chemicals or household cleaning products. For contact lenses, follow the instructions provided by your optometrist or the lens manufacturer regarding cleaning and storage. |
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Where do you ship?
We currently ship across Malaysia. For international shipping, please contact customer service to inquire about availability. |
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What are your shipping options and costs?
Shipping costs vary based on your location and the shipping method chosen during checkout. Standard and express delivery options are available, and shipping fees will be calculated at checkout based on your address. |
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How long will my order take to arrive?
Delivery times depend on your location and the shipping option selected. Typically, standard delivery within Peninsular Malaysia takes 3-5 business days, while East Malaysia may take 5-7 business days. Express shipping usually takes 1-3 business days. Prescription eyewear may take longer due to the customization process. |
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How can I track my order?
Once your order is shipped, you will receive a tracking number via email. You can use this number to track your package through the courier’s website. |
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What happens if I’m not home when my order is delivered?
If you are not home during delivery, the courier may leave a delivery attempt notice, and you will need to contact them to schedule a redelivery or pick up your package from their facility. |
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Do you offer free shipping?
We occasionally offer free shipping promotions. Sign up for our newsletter or check our homepage to stay informed about current offers. |
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Returns, Exchanges, and Refunds
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What is your return policy?
We accept returns for defective, damaged, or incorrect items within 14 days of receipt. The items must be in their original packaging and unused. Certain items, such as customized prescription lenses and contact lenses, are non-returnable unless defective. |
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How do I initiate a return?
To initiate a return, contact our customer service team with your order number and reason for return. We will provide you with instructions on how to return the item. Please note that return shipping costs are borne by the customer unless the item is defective or incorrect. |
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Can I exchange an item?
Yes, we accept exchanges for items of the same value, provided they are in their original condition and packaging. Please contact us within 14 days of receiving your order to initiate an exchange. |
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When will I receive my refund?
Refunds will be processed within 14 business days after we receive and inspect the returned item. The refund will be issued to the original payment method used for the purchase. |
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Can I cancel my order?
You may cancel your order if it has not yet been processed or shipped. Contact our customer service team as soon as possible to request a cancellation. If the order has already been shipped, you will need to return the item after receiving it. |
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| What payment methods do you accept? |
| We accept the following payment methods: |
- Credit/Debit Cards (Visa, MasterCard)
- Online Banking
- E-wallets (e.g., GrabPay, Touch 'n Go eWallet)
- PayPal (if applicable)
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Is it safe to use my credit card on your website?
Yes, we use Secure Socket Layer (SSL) technology to ensure all transactions are secure and encrypted. Your payment details are not stored on our servers. |
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Can I pay via bank transfer?
Yes, you can select bank transfer as a payment option during checkout. Detailed instructions for completing the transfer will be provided after you place your order. |
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Are there any additional fees for international payments?
If you are paying with a non-Malaysian credit card or through a foreign bank, your bank may impose foreign transaction fees or currency conversion fees. Please consult your bank or payment provider for details. |
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How do I apply a discount code?
During checkout, you will see a field labeled “Discount Code.” Enter your code and click “Apply.” The discount will be reflected in your order total. |
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Can I use more than one discount code?
Only one discount code can be applied per order, unless otherwise specified in the terms of the promotion. |
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How can I stay updated on promotions?
Sign up for our newsletter or follow us on social media to receive updates about our latest promotions, discounts, and new product launches. |
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Do your products come with a warranty?
Yes, most of our products come with a manufacturer’s warranty that covers defects in materials or workmanship. The warranty period varies by product. Please refer to the product page or contact us for specific warranty details. |
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What does the warranty cover?
The warranty typically covers manufacturing defects such as loose hinges, broken frames, or lens issues. It does not cover damage caused by misuse, normal wear and tear, or accidental damage. |
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How do I make a warranty claim?
If your product is defective and covered under warranty, contact our customer service team with your order number and a description of the issue. We will guide you through the warranty claim process. |
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Do you offer repairs?
Yes, we offer repair services for glasses and other eyewear. Contact us with details about the damage, and we’ll let you know if a repair is possible and provide an estimate if applicable. |
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Privacy and Data Protection
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How do you protect my personal data?
We are committed to protecting your personal data in compliance with the Personal Data Protection Act 2010 (PDPA) of Malaysia. We use encryption and other security measures to protect your data from unauthorized |
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