Eligibility for Returns
Glasses can be returned under the following conditions:
Condition & Accessories: Glasses must be in unused condition and include all original items, such as the case, cleaning cloth, and demo lenses.
Glasses should be packed securely in a box rather than an envelope to prevent damage during transit.
Refunds, Replacements, or Store Credit
Full Refund: Available within 30 days of purchase.
Replacement or Store Credit: Can be requested up to one year (365 days) from the purchase date of the original order. The warranty doesn't extend if a replacement is submitted.
Fit or Comfort Issues: If the glasses do not fit properly, you can request a replacement with a different frame style. Be sure to specify your preferred style when submitting the return.
Incorrect Pupillary Distance (PD): For glasses with incorrect PD, options include replacements with the corrected details, lens remakes, or placing a new order with a refund for the returned pair.
Return Process
Request a prepaid return label: A prepaid label will be emailed to you for shipping the glasses back.
Properly package the glasses: Place the glasses securely in a box (not an envelope) to prevent damage during transit and ensure safe shipping.
Frequently Asked Questions
FAQs About Exchanges
Can I exchange frames while keeping my prescription and lens options? Yes! Exchange a frame without altering your prescription or lens options. What if the replacement frame costs more? We will calculate the price difference and provide a payment link if the replacement frame is more expensive. Can I exchange promotional frames? Yes! Frames obtained via promotions follow the usual exchange process. Can I exchange glasses to correct incorrect Pupillary Distance (PD)? Yes! You can exchange your glasses to address incorrect PD by providing the updated details when initiating the exchange process. Options include lens remakes and replacements.
What should I include when returning my glasses?
Ensure the glasses are in unused condition and include all original accessories (case, cleaning cloth, demo lenses) along with a receipt or packing slip.
Can I request a refund or replacement if my glasses don’t fit?
Yes. You can request a replacement with a different frame style if the glasses don’t fit properly. Specify your preferred frame when submitting your return. For issues related to incorrect Pupillary Distance (PD), you can request options such as lens remakes or replacements ensuring proper prescription alignment.
What should I do if the pupillary distance (PD) is wrong on my glasses?
If the PD is incorrect, you can request a lens remake or replacement with the corrected PD. Alternatively, you may opt to reorder with a refund for the returned pair.
How long do refunds take to process?
Refunds are typically completed within 1–3 business days after the returned glasses are received. Processing times may vary depending on your bank or financial institution.
Can I exchange my glasses for a different style?
Yes. Exchanges for a different frame style are allowed within the replacement timeframe of up to one year (365 days) from the purchase date.
Additional Notes
Following these guidelines will help ensure a smooth and efficient return experience. For further assistance, contact the customer support team.