CUSTOMER SERVICE POLICY
Our customer service team is here to deliver helpful, consistent support throughout your entire shopping journey, starting from the moment you browse our interchangeable eyewear collection, moving through checkout and order delivery, and continuing after your package arrives. Our core goal is to build trust with every customer and answer questions or resolve concerns fairly and efficiently, without forcing you through complicated, time-consuming steps to get support.
Before placing an order, our customer support team can assist with many common pre-purchase questions. We help customers understand how our magnetic interchangeable frame system works, explain prescription lens options, guide frame size selection, compare different frame shapes and colors, clarify UV protection details for sunglasses, and share estimated shipping timelines for your country. We can also walk you through how our promotional discounts apply to your cart. We provide honest, practical product guidance instead of generic sales messaging.
After you complete checkout, our team handles requests for payment confirmation, order verification, shipping address edits, tracking lookup, and delivery timeline updates. If you notice a mistake in your shipping address immediately after placing your order, reach out to us right away. We can adjust address information while your order remains in processing. Once the package has been handed over to the shipping carrier, address changes or package redirection are no longer possible.
We fully understand how frustrating it is to receive damaged, defective, missing, or incorrect eyewear items. We treat these issues with urgency and care. When your order arrives with manufacturing flaws, shipping damage, wrong frames, missing magnetic top pieces, or lens issues, contact our support team promptly. We will request clear photos showing the product, packaging, and shipping label to verify your claim quickly, then work with you on a fair resolution without unnecessary back-and-forth messaging.
Our team also supports return and exchange requests. We will explain our return eligibility rules, walk you through how to submit a return request, and provide updates once your returned package reaches our warehouse. If you are unsure whether your frames qualify for return, you may contact us before mailing your item back. This helps prevent delays and confusion about eligibility requirements.
We aim to reply to all customer email inquiries within 24 business hours. During major seasonal sales, new frame collection launches, and holiday periods, order volume rises sharply, and response times may extend slightly. We ask for your patience during these busy windows. Every customer message receives a custom response; we avoid sending meaningless generic template replies whenever possible.
All customer support communication happens via email, creating a clear written record of every conversation to help us serve you accurately. When contacting support, please include your unique order number, the name or style of the eyewear product you are messaging about, and full details describing your question or problem. Providing this context helps our team locate your order quickly and offer targeted solutions.
Customer service representatives cannot override the official published store policies. All refund approvals, exchange decisions, replacements, and compensation follow the rules defined in our refund policy, shipping policy, and terms of purchase. Our team will interpret these rules fairly and communicate status updates clearly, and we will never dismiss legitimate customer concerns.
We welcome all customer feedback, positive and constructive. When customers share what they love about our interchangeable frames, we celebrate those insights internally. When customers point out problems, such as loose magnetic attachments, scratched lenses, packaging damage, or website usability issues, we log this feedback and pass it to our product and operations teams to implement improvements. Your feedback improves the shopping experience for all future shoppers.
We ask customers to communicate respectfully with our support staff. Our representatives work diligently to help every person reaching out. We reserve the right to limit or discontinue customer service for communications that contain harassment, threats, or inappropriate language. Mutual respect allows us to solve nearly every customer issue smoothly and fairly.