FAQ

Question 1

How do I claim a warranty?

Accepted 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

What type of order is eligible to claim a warranty?

Accepted 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

How do I pay for the shipping cost?

Accepted 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

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

Accepted Answer

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

Question 5

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

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

How long does it take to process the warranty?

Accepted Answer

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

Question 7

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

Accepted 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

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

Accepted Answer

Issues caused by customers are not eligible for warranty claims.

Question 9

Does Heykama have an offline store?

Accepted Answer

For now, we only have an online store.

Question 10

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

Accepted 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

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

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

Does Heykama ship on Sunday?

Accepted Answer

Heykama does not operate on Sundays, including shipping.

Question 13

Can I choose instant shipping if I live in Bandung?

Accepted Answer

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

Question 14

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

Accepted Answer

The price of the lens is already for a pair.

Question 15

How long does it take to process the order?

Accepted 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

What if I get the wrong order?

Accepted 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.

FAQ

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