Q: 01‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎‎ ‎ ‎ ‎ ‎ ‎ ‎‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎‎ ‎ ‎ ‎ ‎ How do I claim a warranty?

Answer: Contact the number provided on the warranty card. Our team will provide another warranty form for you to fill out. Our team will review the form within 2 working days. Once approved, the warranty claim will be successful.

Q: 02‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎‎ ‎ ‎ ‎ ‎ ‎ ‎‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎‎ ‎ ‎ ‎ ‎ What type of order is eligible to claim a warranty?

Answer: 1-day warranty for frame only : Covers issues such as defects, wrong color, or incorrect frame. 7-day warranty for lenses : Covers issues such as incorrect prescription, wrong lens type, discomfort, or scratches. 30-day warranty for frame and lens purchases : Covers issues related to the frame only. Lifetime warranty , particularly for Sunyata or Beyond The Shades collections, with a minimum blue-ray lens purchase required to claim.

Q: 03‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎‎ ‎ ‎ ‎ ‎ How do I pay for the shipping cost?

Answer: The shipping cost will be covered by us for warranties of 1 day and 7 days. For other warranty types, you will need to cover the shipping cost and we will provide the return address.

Q: 04‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎‎ ‎ ‎ ‎ ‎ ‎ ‎‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎‎ ‎ ‎ ‎ ‎ If I am not satisfied with the frame, can I request an exchange?

Answer: If the frame does not have any issues as stated in the warranty policy, exchanges are not permitted.

Q: 05‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎‎ ‎ ‎ ‎ ‎ ‎ ‎‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎‎ ‎ ‎ ‎ ‎ If the lens prescription is correct but there is an issue such as discomfort or headache, can I request an exchange or return?

Answer: You can test the product for 3-7 days after receipt. If you still experience issues, please contact the number provided on the warranty card for further assistance.

Q: 06‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎‎ ‎ ‎ ‎ ‎ How long does it take to process the warranty?

Answer: The warranty will be processed within 1-3 working days from the date we receive the product.

Q: 07‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎‎ ‎ ‎ ‎ ‎ ‎ ‎‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎‎ ‎ ‎ ‎ ‎ If the order is already outside the warranty period, can I still get it serviced?

Answer: You will need to report the issues, and once the team approves that they can be fixed, you will need to send it to us (you are responsible for the shipping cost).

Q: 08‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎‎ ‎ ‎ ‎ ‎ ‎ ‎‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎‎ ‎ ‎ ‎ ‎ If I accidentally cause an issue with the product and it is still within the warranty period, can I claim a warranty?

Answer: Issues caused by customers are not eligible for warranty claims.

Q: 09‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎‎ ‎ ‎‎ ‎ ‎ ‎ ‎‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎‎ ‎ ‎ ‎ ‎ Does Heykama have an offline store?

Answer: For now, we only have an online store.

Q: 10‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎‎ ‎ ‎ ‎ ‎ Can I replace the lenses from the previous frame with the new frame?

Answer: The team will need to review the lens size and the new frame first. If approved, you need to send your previous lenses to us. We will process the replacement once you have completed the order for a new frame on the website.

Question 1

01‎ ‎ ‎ ‎  ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎‎ ‎ ‎  ‎ ‎ ‎ ‎‎ ‎ ‎ ‎  ‎ ‎ ‎ ‎‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎‎ ‎ ‎ ‎ ‎ How do I claim a warranty?

Accepted Answer

Answer:

Contact the number provided on the warranty card.
Our team will provide another warranty form for you to fill out.
Our team will review the form within 2 working days.
Once approved, the warranty claim will be successful.

Question 2

02‎ ‎ ‎ ‎  ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎‎ ‎ ‎ ‎ ‎ ‎ ‎‎ ‎ ‎ ‎  ‎ ‎ ‎ ‎‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎‎ ‎ ‎ ‎ ‎ What type of order is eligible to claim a warranty?

Accepted Answer

Answer:

1-day warranty for frame only: Covers issues such as defects, wrong color, or incorrect frame.
7-day warranty for lenses: Covers issues such as incorrect prescription, wrong lens type, discomfort, or scratches.
30-day warranty for frame and lens purchases: Covers issues related to the frame only.
Lifetime warranty, particularly for Sunyata or Beyond The Shades collections, with a minimum blue-ray lens purchase required to claim.

Question 3

03‎ ‎ ‎ ‎  ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎  ‎ ‎  ‎ ‎ ‎ ‎‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎‎ ‎ ‎ ‎ ‎ How do I pay for the shipping cost?

Accepted Answer

Answer:
The shipping cost will be covered by us for warranties of 1 day and 7 days. For other warranty types, you will need to cover the shipping cost and we will provide the return address.

Question 4

04‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎‎ ‎ ‎ ‎ ‎ ‎ ‎‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎‎ ‎ ‎ ‎ ‎ If I am not satisfied with the frame, can I request an exchange?

Answer:
If the frame does not have any issues as stated in the warranty policy, exchanges are not permitted.

Accepted Answer

Answer:
If the frame does not have any issues as stated in the warranty policy, exchanges are not permitted.

Question 5

05‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎‎ ‎ ‎ ‎ ‎ ‎ ‎‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎‎ ‎ ‎ ‎ ‎ If the lens prescription is correct but there is an issue such as discomfort or headache, can I request an exchange or return?

Answer:
You can test the product for 3-7 days after receipt. If you still experience issues, please contact the number provided on the warranty card for further assistance.

Accepted Answer

Answer:
You can test the product for 3-7 days after receipt. If you still experience issues, please contact the number provided on the warranty card for further assistance.

Question 6

06‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎‎ ‎ ‎ ‎ ‎ How long does it take to process the warranty?

Answer:
The warranty will be processed within 1-3 working days from the date we receive the product.

Accepted Answer

Answer:
The warranty will be processed within 1-3 working days from the date we receive the product.

Question 7

07‎ ‎ ‎ ‎  ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎‎ ‎ ‎ ‎  ‎ ‎ ‎‎ ‎ ‎ ‎  ‎ ‎ ‎ ‎‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎‎ ‎ ‎ ‎ ‎ If the order is already outside the warranty period, can I still get it serviced?

Accepted Answer

Answer:
You will need to report the issues, and once the team approves that they can be fixed, you will need to send it to us (you are responsible for the shipping cost).

Question 8

08‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎‎ ‎ ‎ ‎ ‎ ‎ ‎‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎‎ ‎ ‎ ‎ ‎ If I accidentally cause an issue with the product and it is still within the warranty period, can I claim a warranty?

Answer:
Issues caused by customers are not eligible for warranty claims.

Accepted Answer

Answer:
Issues caused by customers are not eligible for warranty claims.

Question 9

09‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎‎ ‎ ‎‎ ‎ ‎ ‎ ‎‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎‎ ‎ ‎ ‎ ‎ Does Heykama have an offline store?

Answer:

For now, we only have an online store.

Accepted Answer

Answer:

For now, we only have an online store.

Question 10

10‎ ‎ ‎ ‎  ‎ ‎ ‎ ‎ ‎ ‎ ‎‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎‎ ‎ ‎ ‎  ‎ ‎ ‎ ‎‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎‎ ‎ ‎ ‎ ‎ Can I replace the lenses from the previous frame with the new frame?

Accepted Answer

Answer:

The team will need to review the lens size and the new frame first. If approved, you need to send your previous lenses to us. We will process the replacement once you have completed the order for a new frame on the website.

Question 11

11‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎‎ ‎ ‎ ‎ ‎ ‎ ‎‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎‎ ‎ ‎ ‎ ‎ I did not provide the lens prescription and received a refund card. Can I return the frame to have the lenses applied instead?

Answer:
Yes. For a website order, you can return the frame after contacting us via the WhatsApp number provided on the refund card. We will cover the shipping cost.

Accepted Answer

Answer:
Yes. For a website order, you can return the frame after contacting us via the WhatsApp number provided on the refund card. We will cover the shipping cost.

Question 12

12‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎‎ ‎ ‎ ‎ ‎ ‎‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎‎ ‎ ‎ ‎ ‎ Does Heykama ship on Sunday?

Answer:
Heykama does not operate on Sundays, including shipping.

Accepted Answer

Answer:
Heykama does not operate on Sundays, including shipping.

Question 13

13‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎‎ ‎ ‎‎ ‎ ‎ ‎‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎‎ ‎ ‎ ‎ ‎ Can I choose instant shipping if I live in Bandung?

Answer:
Unfortunately you can not choose instant shipping for a website order.

Accepted Answer

Answer:
Unfortunately you can not choose instant shipping for a website order.

Question 14

14‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎‎ ‎ ‎‎ ‎ ‎ ‎‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎‎ ‎ ‎ ‎ ‎ Is the price of the lens for a single unit or already in pairs?

Answer:
The price of the lens is already for a pair.

Accepted Answer

Answer:
The price of the lens is already for a pair.

Question 15

15‎ ‎ ‎ ‎  ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎‎‎ ‎ ‎ ‎ ‎ ‎ ‎‎ ‎ ‎ ‎  ‎ ‎ ‎ ‎‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎‎ ‎ ‎ ‎ ‎ How long does it take to process the order?

Accepted Answer

Answer:
Frame purchase takes 1-3 working days, a frame and regular lens purchases take 1-3 working days, and pre-order lenses take 3-10 working days.

Question 16

16‎ ‎ ‎ ‎  ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎‎ ‎ ‎ ‎‎ ‎ ‎‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎‎ ‎ ‎ ‎ ‎ What if I get the wrong order?

Accepted Answer

Answer:
Frame purchase takes 1-3 working days, a frame and regular lens purchases take 1-3 working days, and pre-order lenses take 3-10 working days.

Question 17

01‎ ‎ ‎ ‎   ‎ ‎ ‎‎ ‎ ‎ ‎  ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎‎ ‎ ‎ ‎ ‎ How do I claim a warranty?

Accepted Answer

Answer:

Contact the number provided on the warranty card.
Our team will provide another warranty form for you to fill out.
Our team will review the form within 2 working days.
Once approved, the warranty claim will be successful.

Question 18

02‎ ‎ ‎ ‎   ‎ ‎ ‎‎ ‎ ‎ ‎  ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎‎ ‎ ‎ ‎ ‎ What type of order is eligible to claim a warranty?

Accepted Answer

Answer:

1-day warranty for frame only: Covers issues such as defects, wrong color, or incorrect frame.
7-day warranty for lenses: Covers issues such as incorrect prescription, wrong lens type, discomfort, or scratches.
30-day warranty for frame and lens purchases: Covers issues related to the frame only.
Lifetime warranty, particularly for Sunyata or Beyond The Shades collections, with a minimum blue-ray lens purchase required to claim.

Question 19

03‎ ‎ ‎ ‎   ‎ ‎ ‎‎ ‎ ‎ ‎  ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎‎ ‎ ‎ ‎ ‎ How do I pay for the shipping cost?

Accepted Answer

Answer:
The shipping cost will be covered by us for warranties of 1 day and 7 days. For other warranty types, you will need to cover the shipping cost and we will provide the return address.

Question 20

04‎ ‎ ‎ ‎   ‎ ‎ ‎‎ ‎ ‎ ‎  ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎‎ ‎ ‎ ‎ ‎ If I am not satisfied with the frame, can I request an exchange?

Accepted Answer

Answer:
If the frame does not have any issues as stated in the warranty policy, exchanges are not permitted.

Question 21

05‎ ‎ ‎ ‎   ‎ ‎ ‎‎ ‎ ‎ ‎  ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎‎ ‎ ‎ ‎ ‎ If the lens prescription is correct but there is an issue such as discomfort or headache, can I request an exchange or return?

Accepted Answer

Answer:
You can test the product for 3-7 days after receipt. If you still experience issues, please contact the number provided on the warranty card for further assistance.

Question 22

06‎‎ ‎ ‎ ‎   ‎ ‎ ‎‎ ‎ ‎ ‎  ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎‎ ‎ ‎ ‎ ‎ How long does it take to process the warranty?

Accepted Answer

Answer:
The warranty will be processed within 1-3 working days from the date we receive the product.

Question 23

07‎ ‎ ‎ ‎   ‎ ‎ ‎‎ ‎ ‎ ‎  ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎‎ ‎ ‎ ‎ ‎ If the order is already outside the warranty period, can I still get it serviced?

Accepted Answer

Answer:
You will need to report the issues, and once the team approves that they can be fixed, you will need to send it to us (you are responsible for the shipping cost).

Question 24

08‎ ‎ ‎ ‎ ‎ ‎ ‎‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎‎ ‎ ‎ ‎ ‎ If I accidentally cause an issue with the product and it is still within the warranty period, can I claim a warranty?

Answer:
Issues caused by customers are not eligible for warranty claims.

Accepted Answer

Answer:
Issues caused by customers are not eligible for warranty claims.

Question 25

09‎ ‎ ‎ ‎   ‎ ‎ ‎‎ ‎ ‎ ‎  ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎‎ ‎ ‎ ‎ ‎ Does Heykama have an offline store?

Accepted Answer

Answer:

For now, we only have an online store.

Question 26

10‎ ‎ ‎ ‎   ‎ ‎ ‎‎ ‎ ‎ ‎  ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎‎ ‎ ‎ ‎ ‎ Can I replace the lenses from the previous frame with the new frame?

Accepted Answer

Answer:

The team will need to review the lens size and the new frame first. If approved, you need to send your previous lenses to us. We will process the replacement once you have completed the order for a new frame on the website.

Question 27

11‎ ‎ ‎ ‎   ‎ ‎ ‎‎ ‎ ‎ ‎  ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎‎ ‎ ‎ ‎ ‎ I did not provide the lens prescription and received a refund card. Can I return the frame to have the lenses applied instead?

Accepted Answer

Answer:
Yes. For a website order, you can return the frame after contacting us via the WhatsApp number provided on the refund card. We will cover the shipping cost.

Question 28

12‎ ‎ ‎ ‎   ‎ ‎ ‎‎ ‎ ‎ ‎  ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎‎ ‎ ‎ ‎ ‎ Does Heykama ship on Sunday?

Accepted Answer

Answer:
Heykama does not operate on Sundays, including shipping.

Question 29

13‎ ‎ ‎ ‎   ‎ ‎ ‎‎ ‎ ‎ ‎  ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎‎ ‎ ‎ ‎ ‎ Can I choose instant shipping if I live in Bandung?

Accepted Answer

Answer:
Unfortunately you can not choose instant shipping for a website order.

Question 30

14‎ ‎ ‎ ‎   ‎ ‎ ‎‎ ‎ ‎ ‎  ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎‎ ‎ ‎ ‎ ‎ Is the price of the lens for a single unit or already in pairs?

Accepted Answer

Answer:
The price of the lens is already for a pair.

Question 31

15‎‎ ‎ ‎ ‎   ‎ ‎ ‎‎ ‎ ‎ ‎  ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎‎ ‎ ‎ ‎ ‎ How long does it take to process the order?

Accepted Answer

Answer:
Frame purchase takes 1-3 working days, a frame and regular lens purchases take 1-3 working days, and pre-order lenses take 3-10 working days.

Question 32

16‎‎ ‎ ‎ ‎   ‎ ‎ ‎‎ ‎ ‎ ‎  ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎‎ ‎ ‎ ‎ ‎ What if I get the wrong order?

Accepted Answer

Answer:
Frame purchase takes 1-3 working days, a frame and regular lens purchases take 1-3 working days, and pre-order lenses take 3-10 working days.

Question 33

01‎‎ ‎ ‎ ‎ How do I claim a warranty?

Accepted Answer

Answer:

Contact the number provided on the warranty card.
Our team will provide another warranty form for you to fill out.
Our team will review the form within 2 working days.
Once approved, the warranty claim will be successful.

Question 34

02‎‎ ‎ ‎ ‎ What type of order is eligible to claim a warranty?

Accepted Answer

Answer:

1-day warranty for frame only: Covers issues such as defects, wrong color, or incorrect frame.
7-day warranty for lenses: Covers issues such as incorrect prescription, wrong lens type, discomfort, or scratches.
30-day warranty for frame and lens purchases: Covers issues related to the frame only.
Lifetime warranty, particularly for Sunyata or Beyond The Shades collections, with a minimum blue-ray lens purchase required to claim.

Question 35

03‎‎ ‎ ‎ ‎ How do I pay for the shipping cost?

Accepted Answer

Answer:
The shipping cost will be covered by us for warranties of 1 day and 7 days. For other warranty types, you will need to cover the shipping cost and we will provide the return address.

Question 36

04‎‎ ‎ ‎ ‎ If I am not satisfied with the frame, can I request an exchange?

Accepted Answer

Answer:
If the frame does not have any issues as stated in the warranty policy, exchanges are not permitted.

Question 37

05‎‎‎ ‎ ‎ ‎ If the lens prescription is correct but there is an issue such as discomfort or headache, can I request an exchange or return?

Accepted Answer

Answer:
You can test the product for 3-7 days after receipt. If you still experience issues, please contact the number provided on the warranty card for further assistance.

Question 38

06‎‎ ‎ ‎ ‎ How long does it take to process the warranty?

Accepted Answer

Answer:
The warranty will be processed within 1-3 working days from the date we receive the product.

Question 39

07‎‎ ‎ ‎ ‎ If the order is already outside the warranty period, can I still get it serviced?

Accepted Answer

Answer:
You will need to report the issues, and once the team approves that they can be fixed, you will need to send it to us (you are responsible for the shipping cost).

Question 40

08‎‎ ‎ ‎ ‎ If I accidentally cause an issue with the product and it is still within the warranty period, can I claim a warranty?

Accepted Answer

Answer:
Issues caused by customers are not eligible for warranty claims.

Question 41

09‎‎ ‎ ‎ ‎ Does Heykama have an offline store?

Accepted Answer

Answer:

For now, we only have an online store.

Question 42

10‎‎ ‎ ‎ ‎ Can I replace the lenses from the previous frame with the new frame?

Accepted Answer

Answer:

The team will need to review the lens size and the new frame first. If approved, you need to send your previous lenses to us. We will process the replacement once you have completed the order for a new frame on the website.

Question 43

11‎‎‎ ‎ ‎ ‎ I did not provide the lens prescription and received a refund card. Can I return the frame to have the lenses applied instead?

Accepted Answer

Answer:
Yes. For a website order, you can return the frame after contacting us via the WhatsApp number provided on the refund card. We will cover the shipping cost.

Question 44

12‎‎ ‎ ‎ ‎ Does Heykama ship on Sunday?

Accepted Answer

Answer:
Heykama does not operate on Sundays, including shipping.

Question 45

13‎‎ ‎ ‎ ‎ Can I choose instant shipping if I live in Bandung?

Accepted Answer

Answer:
Unfortunately you can not choose instant shipping for a website order.

Question 46

14‎‎‎ ‎ ‎ ‎ Is the price of the lens for a single unit or already in pairs?

Accepted Answer

Answer:
The price of the lens is already for a pair.

Question 47

15‎‎ ‎ ‎ ‎ How long does it take to process the order?

Accepted Answer

Answer:
Frame purchase takes 1-3 working days, a frame and regular lens purchases take 1-3 working days, and pre-order lenses take 3-10 working days.

Question 48

16‎‎ ‎ ‎ ‎ What if I get the wrong order?

Accepted Answer

Answer:
Frame purchase takes 1-3 working days, a frame and regular lens purchases take 1-3 working days, and pre-order lenses take 3-10 working days.

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