Return & Refund Policy

1. Refunds Before Shipment

You may request a refund before your order has been shipped.

However, if your order includes custom-made lenses that have already entered production or have been completed, the cost of the custom lenses is non-refundable.

Custom-made lenses are produced according to the customer’s prescription and individual requirements and cannot be cancelled or refunded once production has begun.

If your order includes both a frame and custom-made lenses, any eligible refund will exclude the cost of the lenses and any customization or processing fees already incurred.

2. Frame Color Changes

For orders without custom-made lenses, you may request a different color of the same frame model before confirming the quality control photos.

You may not change to a different model, style, or product.

Orders that include custom-made lenses are not eligible for frame color changes. The lenses are cut and fitted according to the specific size and shape of the selected frame. Even frames of the same model may have slight variations between colors or production batches, which could prevent the lenses from fitting correctly.

Once the quality control photos have been uploaded, please review and confirm them within 48 hours. If no action is taken within this period, the order will be automatically confirmed.

Once the quality control photos have been confirmed by you or automatically confirmed by the system, color changes will no longer be accepted.

3. Custom-Made Lenses

Custom-made lenses include, but are not limited to:

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  Prescription lenses;
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  Progressive lenses;
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  Tinted lenses;
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  Photochromic lenses;
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  Polarized lenses;
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  Drilled or rimless lenses;
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  Any other lenses made according to the customer’s specific requirements.

Because these lenses are individually produced according to the customer’s prescription, selected frame, measurements, and customization requirements, they cannot be cancelled, exchanged, returned, or refunded once production has begun.

If the lenses are made incorrectly due to an error on our part and do not match the prescription, specifications, or customization details provided in the order, we will verify the issue and provide an appropriate solution, such as remaking, reshipping, or refunding the affected item.

4. After Shipment

Once an order has been shipped, the following requests will not be accepted:

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  Order cancellations;
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  Changes to the frame color, model, or product;
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  Changes to the shipping address or order details;
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  Returns or refunds due to personal preference, change of mind, fit preference, or other personal reasons.

5. After Delivery

Once an order has been delivered, returns, exchanges, and refunds are generally not accepted.

If the product arrives with a quality issue, shipping damage, an incorrect item, or another verifiable order-related problem, you may submit an after-sales claim with clear and valid supporting evidence, including but not limited to:

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  A complete and continuous unboxing video;
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  Photos of the outer packaging and shipping label;
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  Clear photos or videos showing the issue;
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  Any additional evidence requested by our customer service team.

Once the issue has been verified, we will provide an appropriate solution based on the circumstances, such as a refund, remake, replacement, or reshipment.

After-sales claims may be declined if valid evidence cannot be provided or if the issue was caused by wear, adjustment, disassembly, repair, impact, dropping, improper cleaning, or other customer-related damage.

6. How to Submit a Request

Sign in to your account, open the relevant order, and click the “After Sales” button.

Please provide the reason for your request and upload any required photos, videos, or other supporting evidence.