Questions & Answers

Customer Care

Terms & Conditions

1. Code ‘CHAOKENG’ is valid for a one time use and it is only applicable for the Army Frames.

2. Code ‘CHAOKENG’ cannot be used with any other promotion or discount code.

3. The special price of $38 is for the Frame and Base Lens (1.56 Single Vision) only.

4. All Army Frames sold in the promo are covered by Visual Loft’s 14 day return policy only.

5. Code ‘CHAOKENG’ is only valid until the 30th of November 2017.

Please reach out to us at for more information.

1. How do I order?

Browse through our catalog and select a frame on our site that you desire as well as stating the type of lenses you require.

2. Do I need a prescription?

Yes, if you are purchasing prescriptive eye wear. Our site will prompt you to upload your prescription on check out.

If you do not have your prescription, please do select either the free home eye check or partner shop eye check options. Simply click here to find the closest store to your location.

Refer below for a more comprehensive explanation in choosing an eye check.

3. What do I do after I have selected the frames I desire?

Scenario 1: Prescriptive Lenses

If you have selected a frame with prescriptive lenses, we will require you to upload your current prescription or schedule an appointment for an eye test.

Home Eye Check:

If you have selected the home eye test, you will be directed to choose a time and date for the appointment. Once our in-house optometerist has confirmed the home eye check, a confirmation email will be sent out to you.

Partner Shop Eye Check:

If you have selected the complimentary eye check at a partner shop, you will be directed to select your preferred venue and time for the eye check.

Once your prescription is uploaded (by you or the qualified optometerist), your order will be processed and delivered.

Scenario 2: Non Prescriptive Lenses

If you have selected a frame without prescriptive lenses (e.g sunglasses), you can proceed with the check out and no eye check is required.

4. Can I call Visual Loft to place an order?

Unfortunately for security purposes, our customer service representatives cannot place the order over the phone for you. However, we can give you detailed instructions on how to place your order. Simply head back to our site and drop us a message!

Got what you are looking for? Head back here to complete your order. 

1. What if the product is faulty?

At Visual Loft, we guarantee the quality of our eyeglasses. If you face issues with your order, simply drop us a message. You can reach out to us at are eligible for a return within 14 calendar days from the date the product is received. All returns must be in the original packaging and in good condition. Visual Loft reserves the right to withhold the refund if the product is not in satisfactory condition.

However, we do our best to provide alternative solutions to ensure that you are fully satisfied with your product. Our table below will guide you through.

Please fill in the return form here and we can determine the best course of action.

Template Structure

Order number (found on invoice):
Contact number:
Email address:

Issue (fake, faulty, comfort):

Photo (if applicable):

2. How do I send the product back (after return is approved)?

For a refund to be processed, we will require the product back in its original condition and packaging. The product is to be sent to 1187 Upper Serangoon Midtown 533971, #01-06.

3. Are there any handling or admin charges during a refund?

An admin charge (10% of the original item) and a handling charge of $5 will be applied.

4. What if I face an issue with the product after the 14-days window?

Our partners provide warranties for their products. The length of the warranty differs from vendor to vendor.

Do take note that products sold during special promotions may not be covered by any insurance. This will be stated clearly in the T&C for that particular promotion.

Do email us at or click the messenger at the bottom right hand corner of your screen to talk to our friendly Customer Success Manager.

Got what you are looking for? Head back here to complete your order. 

1. What are the accepted forms of payment?

We accept most major credit and debit cards including Visa, MasterCard, American Express and Paypal.

2. What if my payment fails?

If your transaction is not authorized by your bank or card issuer, we’ll email you to let you know that there was a problem taking payment for your order.

To help ensure your order is not declined when placing a new order we suggest checking the following:

  • Check the card details on your Visual Loft account are correct
  • Make sure all billing address information is entered correctly
  • If all details are correct and your payment still failed, your card issuer may have declined your payment. Please contact your bank or card issuer to authorize the payment to avoid this happening again.

If you’ve checked all of the above, we suggest that you try placing a new order with an alternative card/payment method.

3. When do I have to pay?

Payment is made once you have checked out the item on the site.

4. Is there cash on delivery options?

We currently do not have the option as all sales are made upon check out.

Got what you are looking for? Head back here to complete your order. 

1. Is delivery really free?

Absolutely! All orders (regardless of the value) are eligible for free deliveries.

2. When will I receive my order?

The delivery time for your order depends on the seller(s) you have ordered from. Usually, you can expect to receive your order within 3 to 7 working days from the date of your eye test.

3. Can I arrange the date I want to receive the delivery on?

We apologize that we are unable to accommodate specific delivery time requests at the moment. If you are not available at the time of your delivery attempt, the courier partner will try to re-deliver to you at another time.

4. Do you deliver during weekends and holidays?

Some of our courier partners may attempt deliveries during the weekend, and some on holidays. However, if you are not available at the given address on the weekend they will reattempt the delivery on a working day.

5. Will I receive a call before delivery?

Currently, our delivery partners sends an SMS verification. However, this is not a formal practice and thus it cannot be guaranteed. If you are not available at the time of your delivery attempt, the courier partner will try to re-deliver to you at another time.

6. What if I am not at home when the package arrives?

If you are unavailable to receive your package when it arrives, we will try to redeliver it to you at another time.

Kindly contact us at and we will update you on the status of your parcel.

7. Are there self-collect options?

Yes, you may choose to collect your product from the partner shop you made the purchase from. Our checkout page will provide that option. You will be able to state the date and time you prefer.

Got what you are looking for? Head back here to complete your order. 

Delivering an enjoyable shopping experience to our customers is of paramount importance to us. We strive to deliver quality products and customer service each and everytime you make a purchase. Here is how our guarantee works:

14 day Return Guarantee

Is the product faulty? Or are you simply unhappy with the product? Drop us a message and we will proceed with a return. We can proceed with a replacement or a refund depending on the situation. Check out our Return and Exchange policy for more information.

1 year Product Warranty

With a host of different vendors on our site, the various warranty policies offered by the can get pretty confusing. Fret not, we have rolled out our very own 1 year product warranty. If you face issues with your frames, drop us a message here.

Service Experience Guarantee

We have a dedicated team of customer success heroes who are ready to assist you as you shop. We strive to deliver a seamless shopping experience for every single customer.

Our home visits are done by well trained professional optometerist who are able to provide an accurate assessment of your eye health and provide a stellar customer experience all within the comforts of your home.

100% Authenticity Guarantee

All our products are guaranteed to be authentic.

Seller Support

Vendor Guide

This article contains all the guides to make selling an enjoyable and profitable experience with us.

1. Order Processing and Prescription Upload Guide: Click here

2. Photo Taking and Editing Guide: Click here