3-Month Warranty: Customers will enjoy a 3-month warranty (3 months of receiving), covering any possible defect in materials and workmanship. The warranty does not cover the damage caused by the wear and tear of everyday use, or the damage caused by sudden force or impact.
30-Day Exchange&Return: Unsatisfied glasses can be exchanged or refunded within 30 days of receiving. Only shipping fee will be charged.
We offer reliable and friendly exchange&return policy and promise you a 100% satisfying solution in any case. Please kindly contact us for exchange&return. Your exclusive CSR will analyze and solve the problem.
If you can not see clearly or feel discomfort wearing new glasses, please check your prescription first. 20% new customers make mistakes entering prescriptions.
If the prescription entered is right, please check our tips here: How to avoid and deal with common discomfort situations?
My glasses are damaged on arrival. What can I do?
We will take full responsibility for DOA problems and we can remake totally free or offer a full refund.
If you received DOA glasses, like broken frames, lens scratched badly. Please contact us at the first time, and provide us with your order number, frame number, the damaged item pictures with a highlight in damaged part.
The glasses received are not what I ordered!
We will take full responsibility if we haven’t processed your glasses strictly according to your order details: prescription, frame (frame color, frame style), lens (thickness, color, coatings).
- If the prescription is wrong, please email us your original prescription photo, order number, frame number.
- If you received a wrong frame, please email us your order number and frame number, and photos of the frame.
Received glasses with missing parts or defects?
- If you received glasses with missing parts, please email us your order number and frame number, and photos of received glasses.
- If your glasses have defects, please email us your order number, and frame number, and photos of defects.
- If missing parts or little defects won’t affect the normal working of the glasses, and you’d like to accept the glasses, we can give you a voucher or partial-refund as a compensation.
The glasses are broken after wearing less than 30 days! I just do not think the price justifies the quality. So disappointed!
If your glasses are broken within 30 days of receiving, a new pair will be remade and resent to you freely. Or we can send you a voucher code plus free shipping for you to place a new order at our site.
Oh! GOD! I entered the wrong prescription! The glasses are unwearable!
No worry! A discount code will be offered so that you can purchase a new pair by just paying a little shipping fee.
Please help me! The frame is too big for me so I cannot see out of them.
The issue of frame size often happens when purchasing glasses online. Just measure your old fit glasses to confirm the frame size and contact us within 30 days of receiving. We will provide a discount code for you to purchase a pair of new fit glasses. Please note, the shipping fee will be charged.
By the way, here is our size guide. https://www.firmoo.com/help-p-5.shtml
The glasses are good, but I don’t think they look good on me.
If you don’t like the style, the color or the coatings, please contact us within 30 days of receiving. A discount code will help you to get a new pair you like. In this way, you can keep the glasses you received for backup and they may come in handy when necessary. Please note, the shipping fee will be charged. If you prefer a refund, we could also offer you a refund of the glasses. Shipping fee cannot be refunded.
- Please kindly contact our Customer Support Team to ask for RAN before returning.
- Address for return delivery: Meijung Wu (Recipient) 9848 E. RUSH ST. , SET C, South El Monte, California, 91733, UNITED STATES.
- We encourage customers to donate unwearable glasses to Lion’s Club. Click the link here to donate your glasses. https://www.firmoo.com/help-p-74.shtml
- The color of frames may differ from that available on the website due to the light, resolutions of a different computer screen and certain background when taking the picture.
- The frame size printed in the frame legs is based on different standards of different factories. So please note the actual size is shown in the pictures at our website.
- We are sorry that we cannot provide replacement service for Non-Firmoo glasses.
- Home try-on service is unavailable at present. We suggest that new customers do not purchase more than 2 pairs at the first time.