FAQ

Frequently Asked Questions

General Questions

Shipping and Deliver

It will normally take 3-5 working days. As we try our best to get the items to you, we cannot guarantee it will arrive on the exact date. This is because we use our partner to provide the delivery. If you experience any delay, please contact admin@benzhepburn.com , we will bring up this service level discussion with our delivery partners. Shipment is free within Malaysia but will have additional charges outside of Malaysia. Customer will bear this cost.

Payment Information

After you have made your eyewear selections and provided your shipping information, you will see a prompt for your payment details, such as your credit card information and any promotional codes or gift cards you may have. By entering your payment information and submitting your order, you authorize us and our third party payment processors to charge the amount of the order to your selected payment method.

Checking Order Status

We know how exciting it can be to get a delivery, so once your eyewear is on its way to you, we’ll send you an email confirmation with tracking information. Feel free to call us at +60123637005, email us at help@benzhepburn.com, if you would like to check the status of your order, or if you just want to chat about how excited you are about your new glasses. Click on this link
https://www.pos.com.my/postal-services/quick-access/?track-trace and key in the number provided to you in the email.

Changing or Cancelling an Order

It is unfortunate this happens but we will process orders quickly so that you don’t have to wait. Do mail us at return@benz-hepburn.com

Risk of Loss

The risk of loss and title for all products you order passes to you upon our delivery to the carrier.

Return Policy

There is a 14 days return and exchange policy if you are not satisfied with our product upon purchase. Please contact return@benzhepburn.com and we will be glad to work out the details with you. Our return policy is valid upon 14 days of receipt.

Return products should be in the same condition that the customer received. Any damages will subject to Benz Hepburn evaluation and can be subjected to no refunds. All refunds will be credited back to the original payment method. Our entire product comes with a 1 year warranty.

Insurance

All of our products are insured during delivery. It is important to us that the product reaches you in perfect condition. If however you received the product damaged, please contact us at admin@benzhepburn.com  , take a picture of the damaged goods and we will send a brand new piece to you. Do return the damaged goods when you received your replacement by handing the damaged item over to the courier.

Comfort

Your comfort is very important to us. If you find that eyewear is not fitting you properly and require minor adjustments. Please feel free to drop by any optical shop for fitting adjustment. Show us to bill and we will pay for it.

Home Try On Questions

What is Home Try On program

Pick out five frames from a selection of our favourites to test out at home with our easy–and free!–Home Try-On program. You’ve got five days to take them for a try and decide which style suits you best, if you like it, you keep it. Shipping is free both ways.

Home Try On is free but require credit card

The Home Try-On program is free! During the checkout process, you will be asked to provide a valid credit or debit card before completing your order. We require your credit or debit card information for security purposes, but rest assured that the Home Try-On program is a totally free five-day trial. The only exception: if you do not return your Home Try-On, or if returned frames are damaged, we will need to charge the card on file the full price for each outstanding or damaged frame. This is our full retail price for frames without prescription lenses. In order to avoid this charge, your Home Try-On will need to be postmarked by the fifth full day after delivery. We’ll send you an email reminder so you don’t forget. If your Home Try-On period ends on a weekend or holiday, just drop it in the mail on the next available day. If you need an extra day or two, just call us and we’ll work something out.

Our Lens Material

TAC Lens (Tri Acetate Cellulose)

  • This lens is lightweight and high impact resistant.
  • Hard coated to resist scratch too.
  • Most of our lens are polarised that helps to reduce glare.
  • TAC lens extends the life of polarisation.

Polycarbonate Lens

  • 10 times more impact resistant than glass or plastic.
  • These lens are light and hardly.
  • Made from thermoplastic materials that molding, it is heated to form lens shape which is then compressed under high pressure and cool

CR39 Lens (For Presciptions only)

  • CR-39 is the name of the monomer base that makes up the lens material in inexpensive plastic lenses.
  • this material revolutionized lens making. Half as heavy as glass, far less likely to shatter, and optical quality nearly as good as glass. 
  • Most lenses in glasses today are made of CR-39 plastic

MR-7,MR-8 Lens

  • It is abbreviation for Mitsui Resin developed by a Japanese company called Mitsui Chemicals.
  • These lenses are made thin and light even when the optical power increases.
  • Very suitable for rimless or two point glasses as they are made with special chemical called thiourethane resin. Thiourethane lenses also exhibit superior workability, which means they can be formed into virtually any design.
  • It provides lasting impression as it resist discolouring over time by providing stronger adhesion of the coating material to the surface.

Are my lens polarized?

Yes. All of Benz Hepburn lenses are polarized unless otherwise stated.

Yes. All of Benz Hepburn lenses are polarised unless stated.

Prescription lens with 1.5 sph are all polarised and uv400 coated and can be tinted with any colours.

Prescription lens with 1.6 and 1.67 sph can be polarised and uv400 coated only with gloss mirror, silver moon and grey tint.

Prescription lens with 1.6 and 1.67 sph not polarised but uv400 coated can be tinted with any colours.

Are my lens UV protected?

Yes. All Benz Hepburn lenses are UV400 lens that provides 100% UV protection from UVA and UVB radiation.

Are the products certified?

All our lenses comply with sunglasses safety standards established by the US (ANSI Z80.3:2015); Europe (EN ISO 12312-1:2013(A1:2015)) and Australia/New Zealand (AS/NZS 1067:2003(A1:2009)).