30-day return or exchange
Before sending an item back to us, please contact us at email@example.com. Any return that was not previously approved by the customer service will not be processed and returned to you, as stated in our Terms of sales.
For Belgian Customers, please do not visit our offices in Brussels. It is not a shop, but only offices dedicated to telephone support and we cannot therefore properly take care of our customers at those premises. You will need to go through the customer service by e-mail, for any kind of services.
Do you need to return or exchange an item due to personal preferences? (doesn’t fit, don’t like the color, too big, too small, etc.)
We offer 30-day return and exchange or refund warranty on all glasses.
Contact our customer support within 30 days at firstname.lastname@example.org stating the order number, the reason for the return and, if applicable, pictures of the item.
Note : this warranty applies only once and only to the product originally ordered. The item must be returned to us in its original package, undamaged and wearing no trace of obvious use.
Were your corrections wrong?
If you sent us your prescription with the order, and feel that the corrections on the lenses aren’t right, or had the glasses tested and found out that the corrections were wrong, we will replace your glasses at no extra charge.
Please contact us within 30 days at email@example.com with your order number and our customer service will help with the return.
If you didn’t send us your prescription, please contact us at firstname.lastname@example.org with your prescription and order number, and our customer support will find a solution for you.
Did you receive the wrong frame or a damaged product?
If you received the wrong frame, lenses options (Digital Relax, photochromic lenses, etc), please first check your confirmation e-mail.
If indeed there was a mistake, please contact us at email@example.com within 30 days, with the order number and pictures of the product.
If you received a damaged product, please contact us at firstname.lastname@example.org within 30 days, with the order number and pictures of the damaged product.
What is covered by the 2 year warranty?
Should your glasses require repair that is covered by the warranty, please contact us at email@example.com with the order number and pictures of the problem.