Email Us at firstname.lastname@example.org. Our operating hours are from Monday to Friday, 8am to 4:30pm
Office Address: 2270 Mirax Building, Pasong Tamo Extension, Makati City
Step 1. Go to www.vex.com.ph to check all our available products for delivery.
Step 2. Browse and choose your items
Step 3: Once you've decided your chosen items, click ADD TO CART, then CHECK OUT.
Step 3: Fill in your complete name, email, cellphone and address details, then click CONTINUE TO SHIPPING.
Step 4: Choose your shipping city in the drop down menu and insert any promo code you may have. Then click CONTINUE TO PAYMENT.
Step 5: Choose your payment method from our 2 options, online bank transfer or PayPal for credit card payments then select COMPLETE ORDER.
Step 6: You will receive a confirmation email with your order summary.
Step 7: Await your item delivery in 2-7 business days for Metro Manila and 10-15 business days for Provincial. You will receive a text and email that your item is on the way.
Do you deliver contact lenses outside of Metro Manila?
Yes, we deliver nationwide with Cash on Delivery option too.
Our stores are now open, as of June 1, 2020 from the announcement of GCQ. Please bring your receipt to the store of your purchase and you may claim your pending item. For confirmation on readiness of your eye wear, we suggest to call our store prior. Here is the list of locations and phone numbers: https://www.vex.com.ph/pages/locations
How do I order 2 contact lenses with different grades/powers?
Please choose your first power and click ADD TO CART, then click your second power and click ADD TO CART. Once both your powers are in your cart, click VIEW CART and check that both your graded contact lenses are listed. Then you may proceed to CHECK OUT.
I don't remember/know my grade, what do I do?
You can book a FREE 1 on 1 doctor consultation over the PHONE with our optometrist or book an appointment in on our store locations nationwide to meet your professional optometrists. Book now on https://www.vex.com.ph/collections/book-your-eye-exam-appointment
Return & Refund Inquiries
What should I do if my product arrives damaged or defective, or isn't what I ordered?
If you have received products which you did not order or a damaged/defective product please do not remove any tag or take out the product from the original packaging. We would recommend you to call our Customer Service team at Phone: + 639560588576 and let the representative know the details of your package.
Our Customer Service team would also require you to provide visual evidence (e.g photo, video) of the products in order to expedite the process.
How do I return my Order?
You will have 2 return options:
- Return via Postal Service (postage by consumer)
- Return in one of our own Retail Store (free returns)
What are the conditions for returning my product(s)?
You can return your order within 30 days of receiving it. If you received items from one order in several parcels, the 30-days return period begins on the day you received the last parcel.
General Return Conditions
In order for a return to be accepted, it must meet the following conditions:
- The product must be unused.
- The product must be in its original state and packaging with the original tags attached.
- Eyewear must have the original packaging and original tags attached.
- Accessories must have all parts of the original packaging
- Contact Lenses must have the original packaging and, box unopened and sealed.
Returned products are inspected by our Quality Assurance Department. If there is any damage to the product as a result of a manufacturing defect or deviation from factory specifications, we undertake to fully refund the cost of any defective products.
If the defect in the product was caused by reasons other than materials quality or assembly process, the original product will be returned to you. We do not refund products:
- Obtained from a source other than http://www.vex.com.ph/
- Damaged by abuse or negligence (exposure to chemicals, caustic substances, open flame, high heat, sharp object, etc.)
- Damaged by misuse or activities other than the intended purpose (used for eyes and on face only)
You will have 2 return options:
- Return via Postal Service
- Return in one of our own Retail Store (free returns)
You can return your online order within 30 days of receiving your order. Please follow the following steps:
- Contact our Customer Service team + 639560588576
- Provide our Customer Service team your order details and reason for returns.
- Print out your return form(s) that will be provided by our Customer Service team via email.
- Insert your return form into the return parcel, then seal the parcel.
- Proceed to the nearest post office to post back your returns.
- Take note of the tracking number stated on the shipping label provided by the postal service as reference.
In-Store Returns (free returns)
Please drop off your item to any of our stores sealed with the return label inside. Your refund will be processed as soon as the product you have returned is inspected by our quality assurance team and it is confirmed that it fits within our returns policy. This quality check can take up to 2 weeks, though generally less. We will email you complete details about your refund and process timing depending on the bank of choice.
Please note that we will only process your refund through the payment service that you had used. If you paid through Cash on Deliver, we will provide an option for bank deposit refund to any account of your choice.
When will I get my refund?
Your refund will be processed as soon as the product you have returned is inspected by our quality assurance team and it is confirmed that it fits within our returns policy. This quality check can take up to 2 weeks, though generally less.
Once the return has been approved, it takes 1-2 days for the refund to be made to your payment services provider (for example your credit card supplier). Please note that the time taken for a payment services provider to provide you with your refund can vary depending upon the provider. Generally, there will be a longer processing time for refunds if you made payment via Cash on Delivery.
If you made payments via Cash on Delivery, a secured refund form will be sent to you by our customer service agents where bank details are needed. It is important to ensure full and accurate bank account details (exact account name, bank name, account number) will be provided to avoid any unnecessary delays due to incorrect information. If you do not have a bank account, we will not be able to process a direct refund. You will receive a voucher of the refund value for your next online purchase instead, terms and conditions apply.
For further information and especially if you do not receive your refund within 21 business days, please feel free to call our online shop customer service team Phone: + 639560588576 and let the advisor know the details of your order and about your open question.
When will you receive my return package?
After you drop off your return package at the local drop off point, it can take 2 - 5 business days for the package to get to our warehouse. Unfortunately, we cannot control how long it will take for your returned products to be delivered back to us.
Why do I have to wait for Vision Express to receive my returned product(s) before I can get a refund?
Before we can start processing your refund, we need to make sure that your returned products meet our return conditions
As long as your product(s) meet the above criteria, we can reimburse your purchase price .If your returned product(s) don't meet the criteria above, we cannot accept the items and unfortunately won't be able to give you a refund.
Can I exchange my product(s)?
We are unable to exchange the products you ordered online and had delivered to your preferred delivery address. However, you can return unwanted products for a refund, and then place a new order.
Will you refund my shipping / delivery costs if I return my order?
We will refund full purchase price of the relevant product(s) returned to us excluding shipping charges (if any). We may refund shipping costs only for some return cases, example – Vision Express delivered the wrong item, item damage due to production process.
What do I do if my question isn't covered here?
If you cannot find the answer to your question here, we recommend you to contact us via
1) Live Chat: Look out for this Facebook Messenger icon on the bottom right of your screen. *Only available during office hours of 9:00am to 5:00pm
2) Call at: + 639560588576 (Please have your order number ready with your concern for us to address properly)
Our advisors will be happy to assist you.