FAQ's

FAQs (Asiana)

Last updated: February 17, 2026

Orders

1) How do I place an order?

Choose your product, select any available options (if shown), add to cart, and complete checkout. You’ll receive an order confirmation by email after payment is completed.

2) Can I change or cancel my order after placing it?

If your order hasn’t been processed/shipped yet, we may be able to help. Contact us as soon as possible at 3esawi98@gmail.com or WhatsApp 974546908803 with your order number.

3) I entered the wrong address — what can I do?

Message us immediately. If the order hasn’t shipped, we can usually update it. If it already shipped, we may not be able to change the address, and additional reshipping fees may apply.

Shipping & Delivery

4) How long does shipping take?

Delivery usually takes 4–9 business days after your order is processed.

5) Do you provide tracking?

If tracking is available for your shipment, we’ll send it to you by email and/or WhatsApp (based on your checkout details). Tracking can take 24–72 hours to update after the carrier receives the package.

6) My order is delayed — what should I do?

Delays can happen due to carriers, customs, weather, or high-volume periods. If it’s past the estimated window, contact us with your order number and we’ll check the status.

7) It says “Delivered” but I didn’t receive it.

First check with household members/neighbors and look for a safe drop location. If it’s still missing, contact us within 7 days of the delivery update so we can help open an investigation.

Returns & Refunds

8) What is your return policy?

We accept returns according to our Returns/Refund Policy (if published on the website).
If you can’t find it, contact us and we’ll guide you through the process.

9) Can I return an item if I opened/used it?

For hygiene/safety reasons, some items may not be eligible for return once opened or used. We’ll review case-by-case based on the product type and condition.

10) What if my item arrived damaged?

Please contact us within 48 hours of delivery and send photos of:

  • the item

  • the packaging

  • the shipping label
    We’ll review and provide a solution.

Products

11) Are the product photos accurate?

We do our best to show accurate colors and details, but screens and lighting can make colors look slightly different in real life.

12) Do you sell prescription lenses?

If prescription lenses are offered, it will be clearly stated on the product page. If you’re not sure, send us the product link and we’ll confirm.

13) Is your eyewear UV / blue-light protected?

Only if it’s explicitly stated on the product page. If you want confirmation before buying, message us with the product name.

14) How do I know which glasses fit me?

If the product page shows measurements (lens width, bridge, temple length), compare them to a pair you already own. If you need help, send us:

  • a selfie (optional)

  • your face width (approx.)

  • a pair you currently wear (model or measurements)
    and we’ll recommend what fits best.

Payments & Security

15) What payment methods do you accept?

You can use the payment options shown at checkout. All payments are processed securely through Shopify’s checkout.

16) Is my payment information safe?

Yes—your payment is handled by secure payment processors. We do not store your full card details on our servers.

Support

17) How can I contact Asiana?

  • Email: 3esawi98@gmail.com

  • WhatsApp/Phone: 974546908803

  • Address: Haifa Downtown, Haifa, Israel

18) What info should I send when I contact support?

Please include:

  • Your order number

  • The email/phone used at checkout

  • A short description of the issue
    (If it’s a product problem, include photos/videos.)