Returns and complaints

Returns

How do I make use of the right of return?

Our glasses, which are individually manufactured for you, are an exception to the legal right of return. If you do not like the new glasses, we have tried to find a user-friendly solution and offer you the possibility of using your 30-day right of return in such cases.

All returns for repairs will be checked over carefully by our opticians in order to determine the cause of the problem.

This is how returning glasses works:

1. log in to your customer account

2. select the glasses you want to return

3. Click on the return button

4. Fill in the form (type of return, reason and refund):

5. Receive an e-mail with the next steps

6. Free returns with return form

7. Purchase on selected account ? -> keep klarna informed

8. As soon as the return has been processed by us, we will inform you by e-mail

Did you order as a guest? Then click on the link to your order in the order confirmation, which looks like this
Link to your guest order: View your order in our shop

Will I be reimbursed for the shipping costs for returns?

You will receive a return voucher (DHL) for free return to Belgium as soon as you have announced your return or complaint via your customer account.
When does the 30-day return policy start?

The 30 day return policy starts on the day the glasses are shipped from Glasses24.com
When will I receive my refund?

Your return can usually take 1-2 weeks to process.
Once your return has been processed and we have refunded you, you will receive an email from us.
The refund will be processed using the same payment method you used to place your order. Depending on the payment service provider, the refund may take 2-5 days after the email is sent.

Complaints

How do I send my glasses in case of a claim?
Is there something wrong with your order? No problem!
If you can't see through your glasses or if there is a defect in the frame, simply send us your glasses as a complaint.
Here's how the glasses complaint works:
1. Log in to your customer account
2. Select the order you wish to return
3. Choose complaint or return
4. Select the reason and click on "Submit".
5. You will then receive an e-mail from us with the next steps
6. Send the glasses with the return form for free.
7. Purchase on invoice selected ? -> Inform Klarna
8. Wait for notification from our Glasses24 team
I can't see properly through my glasses, what should I do?

Our customer service will be happy to check your complaint for you!
Please send us your glasses pass or your eyeglass prescription for verification of your data, stating your complaints and your order number.
Please note that we need the values you used to order your new glasses on www.glasses24.com.
We already have a copy of the Glasses24 show pass, so we do not need it separately.
Please send us your documents by e-mail to support@glasses24.com.
After the subsequent verification, we will contact you by e-mail as soon as possible to clarify the further process.
How long do I have a warranty or guarantee on my glasses?

What happens if your glasses are broken? Don't worry: of course you get the same guarantee at Glasses24 as you would in a retail shop. And even twice!
Our Glasses24 guarantee:
If a material defect occurs in your glasses or lenses within the first 6 months from receipt of the glasses, we will of course correct the error free of charge. In this case, please contact our customer service by e-mail.
Our Glasses24 guarantee:
If a defect occurs more than six months after purchase due to a manufacturing defect, please do not hesitate to contact us. The warranty period is 2 years from the date of purchase. You can find more information in our terms and conditions.
How do I make a complaint? What options do you offer to customers?

Our products are individually manufactured to the customer's specifications. The production of our lenses involves many individual processes, most of which are carried out manually. Just as in an glasses24's shop, our lenses are also made by hand. Errors can therefore not be ruled out. Complaints are immediately checked in our in-house specialist department by German opticians, processed and resolved in the form of a new production or a refund.
You can contact us via our customer service page.