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Hilfe und Informationen

My Order

How can I check the status of my order?

You can track the status of your order directly in our order tracker by clicking on this link, using your order number and email address.


We will send you a confirmation email once your order is dispatched, which will also include the tracking number for your package. You can then track the status of your package directly on the website of the delivery company.

Can I make any changes to an already processed order?

Unfortunately, we are unable to modify the model type, color version, or size of the product you have chosen once an order has been processed. Additionally, we cannot alter the type of lenses or the chosen delivery method once the order is in progress. However, if the order has not yet been registered with the courier company, we can cancel it and issue a refund. Afterward, you can place a new order through our website, selecting the product of your choice.


If you need to change the parameters of your diopters, please contact our customer service as soon as possible. If the manufacturing process for the lenses has not yet begun, we will be able to accommodate the changes you request.

What are the available payment methods?

Currently, we offer the following payment methods:


  • credit/debit card

  • Apple Pay

  • Google Pay


All payments are processed through payment gateways that use the latest security technologies, preventing any possibility of fraud.

I have not received the order confirmation. Is everything okay?

If you cannot find the order confirmation in your inbox, please follow these steps:





• Check your Promotions, Spam, or any other folders you may have in your inbox.



• Ensure that your order was successfully submitted, and that payment has been processed.





If you still cannot locate the order confirmation email, it's possible that there was a mistake in typing your email address or that the payment was unsuccessful for some reason. In this case, please contact our customer service, provide us with more details about your issue, and we will resolve it as soon as possible.



We also recommend creating an account where you can view a detailed history and the statuses of your current and previous orders.

Will I receive an invoice with my order?

We automatically generate an invoice for every order. You will receive the invoice as an attachment to the shipping confirmation email.



Please note that we issue all invoices in electronic format only; they are not provided in paper form within the package.

Can I receive a company invoice with my order?

Unfortunately, we do not provide invoices with company information.

Can I cancel my order?

We can cancel your order only if it has not been registered with the courier company yet. In this case, please contact our customer service and have your order number ready. We will process your request as soon as possible and confirm the cancellation to you via email.



Once the order is cancelled, we will initiate the refund process as well. The refund may take up to 3 business days, and the duration can also depend on your chosen payment method and your specific bank.



If you wish to cancel an order that includes dioptric lenses customized to your individual needs, we can process the cancellation request with a full refund only if the lens manufacturing process has not yet begun. If the manufacturing process for the lenses has started, order cancellation is still possible, but in this case, we will be able to process a refund only for the frame.

In such a situation, please contact our customer service, who will check the current order status and provide you with more detailed information about the next steps.

Delivery Times and Shipping

What are the delivery times?

You can always find the estimated delivery times on the product page for every available model. If the model is in stock, its delivery time is 3–5 days.

In our product range, you will also find models available for order. For this type of product, delivery times may vary, but they can always be found on the product page.



Orders that include tailor-made dioptric lenses have longer delivery times due to the lens manufacturing process. The overall delivery time of the order depends on the specific configuration of dioptric lenses. The system automatically calculates the delivery time during the ordering process, and you can see it in the lens configurator as well as in the cart before finalizing your order.

What are the available delivery methods and their fees?

Currently, we offer the following delivery methods:


DHL Express - 19,90 dollars

Can I redirect my package?

We can only change the delivery address of your order if your package has not yet been registered with the courier company. Unfortunately, we cannot modify the selected shipping method once the order is placed.


If your order has already been registered with the courier company, you can request a change of delivery address by contacting the customer service of the delivery provider directly. The exact procedure, however, may vary depending on the chosen delivery company.

I was not able to pick up the package; can you send it again?

The reshipping of an undelivered order is only possible for orders containing tailor-made dioptric lenses. In this situation, please contact our customer service, and they will handle the reshipping procedure for your package.


For any other types of ordered products such as sunglasses, dioptric frames, or snow goggles, reshipping is not available. If the delivery of your order is unsuccessful, the package is automatically returned to our warehouse, and your order is cancelled. We will confirm the cancellation to you via an automated email. If your order has already been paid for, we will process the refund along with the cancellation. The refund procedure may take up to 3 business days from the order cancellation.

Promotions and Discounts

Can I apply two promo codes at the same time?

No, you can apply only one code at a time.

If I placed an order during a promotion for two items and decided to return one of them, how will it impact my refund?

It depends on the specific conditions of the promotion you applied. Our promo codes have specific terms and conditions that must be met to apply them to your order. If you use a promo code when placing an order and then decide to return an item, causing your order no longer to meet the promo code conditions, the refund amount may be adjusted.


Here's an example of how a refund may be adjusted:


The promotion offers a 15% discount on any order above $100.

Your initial order total is $110.

The returned item is worth $20.

The net order value after cancellation is $90.


Since the return reduces the total spend below the minimum spend of $100 required for the promotion, the refund will be adjusted accordingly, and the 15% discount will be removed. This means that for the product you choose to keep, you will be charged the full price. We will refund you the remaining amount, which is the full order price minus the full price of the product you decide to keep.

What if I receive only some of the items I ordered because I was informed that the item(s) cannot be supplied on the seller's side, and this affects the conditions of the promotion I applied for?

If you've received an email stating that one or more of your items are out of stock, this may impact the refund you receive if you used a promo code. We initially believed the item was in stock when you placed your order, but when we attempted to pack your order, we discovered that the item was no longer available.


If the promo code terms and conditions are still met after your return, you have nothing to worry about. Otherwise, please keep them in mind when returning an item.

If I purchased glasses during a limited-time promotion and I would like to exchange them for a new or different product while retaining the discount, is that possible?

No, discounts are only available during the promotional period. Once the promotion has ended, we cannot offer you the same discount on a new order.

I wanted to purchase a product but was waiting for a better deal to come along, and since then, the price of the product has changed. Can I request the earlier price?

The prices of the products we sell frequently fluctuate due to our dynamic pricing policy, which allows us to offer the best prices to our customers. This policy relies on various parameters and comparisons with market prices, and occasionally, technical issues may lead to significant price changes. We are always committed to providing our customers with the best possible offers, so please don't hesitate to contact our support for assistance.

I forgot to apply the discount code when placing the order. Can I add it afterwards?

If the promotion with the discount code that you wanted to apply has already ended, it is not possible to apply the code retrospectively.


If the promotion is still ongoing and you would like to apply the discount on an order in progress, please contact our customer support team to assist you with that.

My discount code does not work. What should I do?

First, please ensure that the products in your cart meet all the conditions of the coupon you are trying to apply.


If the promotion with the discount code you intended to use has already ended, the code is no longer valid.


If the promotion is still ongoing and actively advertised on our website or other marketing channels, but the code does not work, please contact our customer support team to report the issue.

If I placed an order during a 2+1 for free promotion, how returning one or more items will impact my refund?

Due to the discount being conditional on the amount of purchased items for the 2+1 for free type of promotions, returning one or more items would result in violating the conditions of the campaign and invalidating the discount on the third item.

Hence, the total amount of the refund depends on the amount of items returned and their original value before the discount.

If customer returns a product that was not the cheapest product (i.e. received "for free" as part of the 2+1 for free campaign), the customer must return this product/products together with the cheapest product that was provided to him or her for free as part of the promotion.

If this does not happen and the Participant returns only the product/products that were not received free of charge, the difference between the full amount paid for the order and the amount for the products that the customer kept will be refunded, including the full amount for the product that was delivered free of charge as part of the promotion.

As a custom product, prescription lenses are not refundable.

Lenses and Prescriptions

Can I order prescription glasses with lenses manufactured individually according to my prescription?

Yes, as a certified optician store, we can provide you with the option to purchase complete prescription glasses, including lenses manufactured to match your individual diopter values. The entire ordering process is straightforward: select a frame and, in our prescription configurator, input the diopter values from your prescription. Unsure about how to correctly fill in these values? Not a problem. You can simply attach a photo of your prescription to your order, and our opticians will take care of the rest.


Additionally, you have the option to enhance your lenses by adding features such as blue light protection, sunglass tint, or a photochromic coating.

Do I need to have a doctor's prescription to order prescription glasses?

No, it is not necessary to have a doctor's prescription to order glasses. You can also order them based on an eye measurement performed by an optometrist in an optician store or the values of your current glasses.


However, if you have not had an eye exam in the last year, we recommend visiting your optician or optometrist before purchasing a new pair of glasses.

What types of prescription lenses do you offer, and where can I find more detailed information?

You can find our complete portfolio of lenses, along with more detailed information, by visiting our lenses guide. (link)

I am not sure how to fill in the lens parameters from my prescription.

We are committed to making the process of purchasing glasses online as easy and comfortable as possible. Our lens configurator is designed to assist you throughout the entire ordering process, providing guidance and all the essential information you need. This will enable you to choose the appropriate type of lenses and accurately input all the required diopter values.


For more detailed information on how to interpret a prescription receipt, please visit our blog. (link)


However, if you are still unsure about how to fill in the values correctly, don't worry. You can simply upload a photo of your prescription to your order, and our optician team will ensure that the lenses are manufactured precisely according to your needs.

I need new lenses for my frame. Can I purchase only dioptric lenses?

Unfortunately, we do not provide this service. Lenses can only be purchased in combination with a frame and are not available as standalone products.

Returns and Refunds

How can I return my order?

You can return any order without providing a reason within 30 days of its delivery. To initiate the return, please register it online directly on our website. Subsequently, you will receive a return registration confirmation along with more detailed information about the next steps sent to your email address. For further details on the return procedure, please visit this link.

Is it possible to return any type of product, including prescription glasses?

Yes, you can return any product purchased from our e-shop.


However, if you decide to return prescription glasses that contain diopter lenses manufactured to your individual needs, we can only refund you the amount for the frame. Diopter lenses, being a tailor-made product, are non-refundable. In this case, after you return the glasses, our optician can professionally remove the lenses from the frame, and we can send them back to your address. You can select this option during the return registration.



*Please note that non-prescription lenses are not considered tailor-made products. If you return glasses with 0 diopters lenses, the entire amount will be refunded.

Do I pay for the return package?

The cost of shipping for the return package is borne by the customer. In special cases, such as a damaged or incorrect product, we will, of course, refund the cost of sending the package to you.

Can I exchange a product instead of receiving a refund?

Unfortunately, this option is not available. All returned orders are automatically refunded. If you are interested in a different model, size, or color version, you can make a new purchase directly on the website.

How long does the return procedure take?

The whole process should take up to 10 business days from the dispatch of the return package. We will confirm the return processing, as well as the refund, to you via an automatic email.

Warranties

How can I apply my 2-year warranty?

The warranty period for every purchased product is 2 years. Please remember that the warranty covers all manufacturing defects without exception. However, it does not cover damages to the frame or lenses caused by ordinary day-to-day wear or any kind of mechanical damage. If you wish to apply your warranty, please register your claim here. (link)


After completing the registration, you will receive an email containing a WARRANTY FORM with further instructions on how to send the package to our address. Please print out the form, follow the provided instructions, and send the package to the address listed in the form.


Upon receiving the product, we will forward it to the manufacturer for a review of the complaint. Please keep in mind that this process can take up to 30 days.

Why can´t I fill out the warranty claim?

If you are experiencing difficulties filling out the Online Warranty Claim, please check the following:


  • Ensure that you have entered the order number and email address exactly as they were provided during the order placement process (no spaces, capital or small letters, dots, etc.).

  • Verify that the order was not delivered more than 2 years ago, as the warranty may no longer apply.


If you have reviewed these points and are still encountering issues, please contact us at [email protected].

Where can I find the warranty form?

The warranty form will be attached to the email you will receive after registering your warranty claim on our website.

To what address do I send the damaged product?

You can find the address on the Warranty form attached to the email you received after registering your warranty claim.



We kindly request you to carefully pack the glasses and send them to the following address:


eyerim

Shopex Limited, LLC

59 Byrdland Dr

#AXXXXX

Greenville

SC 29607, USA

Delivery Ph. No.: 719-679-7742



You may choose a delivery company or service of your preference to send the package. Please keep the dispatch confirmation or tracking number for the package in case of any complications.

Once we receive and process the package, we will contact you via email.

When can I expect information regarding the acceptance of my warranty claim?

As soon as our warranty department receives and inspects your package, you will receive an email regarding the status of your warranty claim. Please allow up to 10 business days for the package to arrive.


Please note: After we receive your package, the warranty process may take up to 30 days.

Product Reviews

How can I add a review?

A few weeks after your successful purchase, we will send you an email requesting a review of the product you purchased. In this email, you will find a link to the product review form. The process for adding a review is straightforward:


1. Rate the product: Give the product a rating from 1 to 5 stars, with 5 being the highest rating.

2. Write a concise title: Create a title that summarizes your experience with the product, ensuring clarity, so other customers can easily understand your review.

3. Provide detailed comments: In your comment, describe the product thoroughly. Mention what you like and dislike about it, and share your overall satisfaction or dissatisfaction with the glasses.

4. Offer tips or advice: If you have any tips or advice for other customers considering the same glasses, please share them.

5. Conclude your review: Summarize your overall thoughts on the product and whether or not you would recommend it to others.

6. Maintain honesty and objectivity: Please be honest and objective in your review, avoiding unauthorized content that could lead to disapproval.

7. Review before submission: Before submitting your review, take a moment to review it for clarity and conciseness.



By following these steps, you can provide valuable feedback to help other customers make informed decisions. Thank you for sharing your thoughts on our products!

How to ensure approval of your review?

1. Rate the product with stars (from 1 to 5) and provide a comment.

2. Be truthful and honest; do not hesitate to mention any negatives.

3. Only rate products you have direct experience with.

4. Avoid copying reviews from other websites.

5. Write the review in the same language as the website where you made the purchase.

6. If the product arrived late, the packaging was damaged, or you received inaccurate advice, please refrain from including these issues in your review. Instead, we encourage you to notify us using the warranty form or contact our customer service at [email protected].

What to avoid when writing a review?

1. Avoid offensive content: Refrain from using vulgar language, making racist remarks, inciting violence, or launching personal attacks.

2. Steer clear of fake reviews: Do not post reviews with the intention of misleading our customers.

3. Protect personal data: Do not share personal information, whether it's your own or belonging to a third party, as this would be a violation of privacy protection.

4. Avoid asking questions: If you have questions, please reach out to our customer service, which is available to assist you with inquiries.

5. Stay on-topic: Limit your review to matters directly related to the product. Complaints about shipping, damaged packaging, and similar issues should not be included.

6. Refrain from promoting unrelated products or services: Keep your review focused on the product at hand and avoid promoting other unrelated products or services.

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