With lots of emerging online shops in the Philippines, customer expectations are high when it comes to an easy and seamless online transaction. And when we say “Easy and Seamless” we refer to every customer being on the looped and equipped with the knowledge about their online purchases.
Keeping you – our valued customers in mind, Vision Express makes sure that concerns about your online purchase are answered before you even ask. It is of this note that we want to publish our second edition of FAQs article, answering the most common concerns about online orders. Read through the Q&A below.
About Your Online Purchase
Q: How do I place an order in your website?
A: Before placing your online order, make sure that you have already created an online account with us for a smoother transaction. To create an online account, go to: https://visionexpress.ph/customer/account/login/.
Below are the steps for placing your online order:
1) Login to your online account via https://visionexpress.ph/customer/account/login/
2) Browse through our product catalogue – Sunglasses, Frames, Contact Lens, Sale
3) Selecting the product you want:
3.a. For Sunglasses, Contact Lenses, and frames without prescription – click the Add to Cart button.
3.b. For Frames with Prescription Lenses – click Add Prescription Lens to select the Lens type and to upload your prescription.; then click the Add to Cart button.
4) When you’re ready to purchase, click your Cart then click Checkout.
5) At the Checkout page, you may select your preferred mode of payment as well as an option to provide a different shipping address. You may also ship your order to the Store or to your Home.
6) Once ready, click Checkout. An email notification will be sent to you, confirming receipt of your order.
Q: How long will it take before I can receive my order?
A: Upon confirmation of payment, orders will be processed between 3-5 business days. Orders with prescription eyewear will be processed up to 7 business days after payment is made. After processing, you can expect for your order/s to arrive within 1-2 days for Metro Manila deliveries or within 4-7 business days for provincial areas.
Please take note that orders made on Special Sale Events may take an additional of 7 – 14 business days of processing.
To get more details about our Shipping and Delivery process, you may click on this link : https://www.visionexpress.ph/terms-and-conditions
Q: How and when can I expect my Refund?
A: PayPal chargeback may take up to 7 business days upon receipt of the returned item or from the date of refund processing. Bank deposits may take up to 14 business days; while Credit Card chargebacks can take up to 28 business days.
Refunds will be issued via the following:
Bank Deposit – Bank Deposit
Debit / Credit Card – Bank Reversal/Chargeback
PayPal – PayPal Chargeback
To get more details about our Refund process, you may click on this link : https://www.visionexpress.ph/terms-and-conditions
Q: Can I still change my delivery address after placing my online order?
A: In case you want to change your delivery address after submitting your online order, you may send us your inquiry at [email protected]. We will help you in changing the address and also send you a confirmation once done.
Please note that delivery addresses can only be changed if the orders have not been endorsed or packed yet by our warehouse team.
Q: Can I prearrange the date of delivery for my order?
A: Please contact Customer Support at [email protected]visionexpress.ph for any queries or any special arrangement requests about the shipment and delivery of your order. Requests will be relayed to our partner courier and will be confirmed once arranged with the team.
Please note that all requests will be subject to the team’s review and to the agreed terms with our courier partner.
Q: I ordered multiple items but I only received one, where are my other items?
A: Orders placed on a single transaction or under one order ID number will be processed, shipped, and will delivered at the same time; while orders placed on separate transactions or multiple order ID numbers will be processed separate, hence may be shipped and delivered on separate dates.
To track your order status, you may login to www.visionexpress.ph and go to My Account > My Order.