Use your checkout email
This helps us match your message to the correct order without delay.
KPOP2 CUSTOMER CARE
Questions are welcome.
We’re here to help.
From finding the right lens details to checking an order, prescription verification, delivery, or returns, our team will help you find a clear next step.
We aim to reply within one business day. Complex order, carrier, or product reviews may take longer.
Send us a messageKorean lens specialistClear guidance for product details, prescribed options, and orders
Thoughtful supportYour message is reviewed by our customer care team
Global assistanceHelp for customers across supported international destinations
START HERE
You may find your answer right away.
These pages contain the latest store guidance. If your situation is different, send us a message below.
01Track Your OrderCheck the latest delivery movement.→
02Worldwide ShippingReview services, timeframes, and thresholds.→
03Prescription VerificationUnderstand what to submit and when.→
04Returns & ExchangesCheck eligibility before sending an item back.→
05Payment Methods & SecurityReview USD checkout, card verification, and payment guidance.→
06Authenticity & Lens SafetyLearn how KPOP2 approaches product information and lens safety.→
07Lens Wear & CareFind practical handling, cleaning, and storage guidance.→
08Frequently Asked QuestionsBrowse quick answers about orders, lenses, and store policies.→
BEFORE YOU SEND
A few details help us answer faster.
Include the exact product
Share the product name, color, power, and left or right option when relevant.
Keep the packaging
For damaged, incorrect, or product-condition inquiries, keep all packaging until our review is complete.
COMMON QUESTIONS
Helpful answers before you contact us.
When will KPOP2 reply?
We aim to reply within one business day. Complex order, carrier, or product reviews may take longer when we need additional information.
Can I change my shipping address?
Contact us as soon as possible with your order number and the complete corrected address. A change is not guaranteed after processing or dispatch, and additional carrier fees may apply.
Where can I find my order number?
Your order confirmation email shows the order number. Include it exactly as displayed so we can locate the order quickly.
How do I check my delivery?
Use the Track Your Order page for the latest available tracking update. Carrier scans can take time to appear after dispatch.
What should I send for an incorrect or damaged item?
Start with your order number, product name, and a clear description. Keep the item, sealed blister, outer box, and shipping label; our team will tell you which photos are needed.
Can Customer Care choose a prescription for me?
No. We can explain how product options are displayed and how prescription verification works, but only a qualified eye-care professional can provide fitting or prescription advice.
Can I return opened contact lenses?
Eligibility depends on the item condition and reason for return. Review the Returns & Exchanges page before opening or sending anything back.
Do you support customers outside Hong Kong?
Yes. KPOP2 supports customers across many international destinations. Available destinations, services, fees, and restrictions are listed on our Worldwide Shipping page.
Can I cancel or change an order?
Send your order number and requested change as soon as possible. Cancellation or modification is not guaranteed after preparation or dispatch has started.
Can a promotion code be added after checkout?
Promotion codes generally need to be entered before the order is completed. Send your order number and code so Customer Care can review the specific situation without promising a retroactive adjustment.
What should I do if payment fails or remains pending?
Do not send full card details or security codes. Confirm whether you received an order email, then contact us with the checkout email, date, amount in USD, and any non-sensitive error message.
Why has my tracking stopped updating?
Carrier scans can pause between facilities or after international departure. Check Track Your Order first, then contact us if the shipment exceeds the guidance shown there.
Can an order arrive in more than one shipment?
Some orders may be divided when items have different preparation times. If this applies, Customer Care will help you identify which items are included in each shipment.
Who is responsible for customs duties or import taxes?
Requirements differ by destination. Review Worldwide Shipping for current guidance and contact your local customs authority when country-specific confirmation is needed.
Can I get help if I checked out as a guest?
Yes. You do not need a customer account. Use the email entered at checkout and include the order number shown in your confirmation email.
I did not receive an order email. What should I check?
Check spam, promotions, and other filtered folders, then search for messages from KPOP2. If nothing appears, contact us with the name and email used at checkout.
What happens if an item is temporarily out of stock?
Preparation may take longer when an item is awaiting restock. Customer Care can check the affected order and explain available next steps without promising a delivery date.
Who pays return shipping?
Responsibility depends on the return reason and approval. Review Returns & Exchanges and wait for Customer Care instructions before sending anything.
CUSTOMER CARE
A little color. Still you.
Every message is a chance to make your KPOP2 experience clearer, calmer, and more personal.
Send us a messageEmailcs@kpop2.comFor all customer support inquiries
Business hoursMonday–Friday
9:00 AM–6:00 PM KSTExcluding Korean public holidays
9:00 AM–6:00 PM KSTExcluding Korean public holidays
CompanyPeach Diva Limited
Suite C, 7e étage, World Trust Tower
50 Stanley Street, Central
Hong KongRegistered office only. Do not send returns here unless Customer Care has approved the return.
Suite C, 7e étage, World Trust Tower
50 Stanley Street, Central
Hong KongRegistered office only. Do not send returns here unless Customer Care has approved the return.