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Customer Service
I have a question
Jose****Time: 2019-01-01
Last year, I bought the Retro Meredith glasses which were black and circular. When will you bring this style bACK? Joseph
Dear Joseph De Soto,we have reflected your requirement to relevant department.If the frame is restocked,we will send an email to you ASAP.You can also have a look at our new arrivals. Besides we have "Flash Sale" on our website.
ange****Time: 2019-01-01
I order two pairs of prescription glasses and the PD for both glasses is pd.65
Dear angelariley,we have finished the lenses so we can't make any change for the lenses.In addition,we have sent an email to you and you can reply us directly.
Nikk****Time: 2018-12-30
Hey there I ordered some glasses a while ago off you guys and I'm wondering if you would still have the script details? As I have misplaced them and would like to order more glasses thanks :)
Dear Nikki,we are sorry to tell you we haven't found your order via your email address.Concerning your case,could you recheck your email address?We have sent am email to you and you can reply us directly.
h217****Time: 2018-12-28
I need to close my account. How do I do that?
Dear Customer,we would like to tell you that we can delete your account for you if you want that.And we have also sent an email to you,you can reply our email directly.Thank you.
Moni****Time: 2018-12-29
I did not get to add my 20% off code. How do I get a refund for the code?
Dear Customer,We would like to tell you that the frame you chose #J00374 which is on sale and no other discount can be used. You may use 20% off for the next order. And we have also sent an email to you, you can check it.If you have any questions, please feel free to contact us by email or utilize us by Online-chat.Thank you.
Glad****Time: 2018-12-27
I don’t have ADD prescription , for this reason when confirm don’t let me follow to the next step.
Dear Customer,we would like to tell you that if there is no ADD value on your prescription,you should choose single vision glasses on our website.If you have any questions, please feel free to contact us by email or utilize us by Online-chat.Thank you.
Aman****Time: 2018-12-27
Hello, I just placed an order for 3 pairs of glasses that came to $82.84. I placed this order on the Safari app on my iPhone, and while the payment was processing, it glitches and I was charged $116.78. I’m not sure how or why I was charged twice but I would like to be compensated and have this issue resolved as soon as possible. Thank you.
Dear Customer, we would like to tell you that we have received your order and the payment we received is $82.84.So we didn't charge you twice for $116.78.Concerning your case,you are advised to contact your bank for this problem.Thank you.
lyan****Time: 2018-12-26
Order# 1811132201291 Good Morning, I placed an order on 11/13/18 for two pairs of glasses. I still have not received my package. Is there any way you can track my order? According to UPS it was processed through a facility in China on two different dates, Nov 15 and Dec 9th. Thank you, Lyanna R.
Dear Customer,please don't worry, we are responsible for every package we shipped out.We would like to tell you that normally it will take 15-30 working days to deliver via standard shipping and your order may be delayed by the customs.Concerning your case, could you please wait for another week,if there is still no updating tracking information,please contact us and we will decide how to help you next.Thank you so much  for your cooperation and understanding.
Jeni****Time: 2018-12-27
My order has stated shipped for over a week now, but I haven't gotten my glasses and there's no way to track it. Please help.
Dear Customer, we would like to tell you that your order has been shipped out and we have sent an email to you about the tracking information.Please check your email.Thank you.
Jenn****Time: 2018-12-24
Hello I just placed an order, i noticed after I paid the promotion for buy 2 get one free... I’d like to add a pair to my order for free since I did purchase 2. Is that possible?
Dear Customer,we would like to tell you that we can make the change to your order and we have also sent an email to you,you can check the email and reply us directly.Thank you.
Myl****Time: 2018-12-21
Hi, I went till the payment portion for a pair of glasses but I changed my mind and wanted to add another pair. Seems that I cannot do that, is there anyway?
Dear Mylène,we have found your unpaid order#1812210219283,concerning your case,could you tell us which frame do you want to add?We will make the changes for you.
Euni****Time: 2018-12-20
Hi, it appears that the promo code CSB2G1 isn't working? I placed an order for 3 glasses and the discount isn't activated.
Dear Eunice Ying, concerning your case,you are advised to check whether there are 3 pairs at normal price in the order.Or you can place an order on our website and we can add it for you.In addition,you can check the attachment to get more details about the Christmas Promotion.
Hann****Time: 2018-12-21
I just placed an order where I entered a 20% discount code and it is not reflecting in my final total. I have not entered any sort of payment method yet, nor do I see how I can edit/alter my order. Can you please help?
Dear Hanmreedy,we have added the 20%OFF for your unpaid order#1812210533284 and you can complete the payment.In addition,could you tell us which part do you need to edit?we can make the change for you.
Debr****Time: 2018-12-20
Can you please provide me with a shipping date?
Dear Debra,normally it will take 7-15 working days to customize your lenses due to your prescription.When the order is finished, it will be shipped out.
ange****Time: 2018-12-19
I just order two pair of prescription glasses and I wanted that buy two pair get 1 pair free deal
Dear Angelariley,We would like to tell you that the frame #J00375 has enjoyed 60%OFF and two discounts can not be used together.So could you tell us whether you need to add another 2 frame at normal price?In addition,we found that you entered the different PD values for two pairs.We have sent an email to you and you can reply us directly.
Tanj****Time: 2018-12-18
Hello there, i bought 4 different frames without glasses to try them on. Is it possible to send the other frames back i don't want and get a cashback? Greetings and thank you for answer.
Dear Tanja,We would like to tell you that we do provide try-on for some frames on our websites in PC.You can have a try via using computer.In addition,if you don't like the frames,you can return the glasses for a one time use store credit(excluding shipping) or 50% refund of the production cost (excluding shipping).Concerning your case,could you tell us whether you want to process the order as it was originally placed?We have sent an email to you and you can reply us directly.
Ana ****Time: 2018-12-17
I ordered 4 pairs of glasses and one of them has the prescription wrong- the right and left are flipped so I cannot use them. Can you repair this mistake? Thank you!
Dear Ana Halmaghi,concerning your case,could you send the original prescription as well as PD value for reference?And can you tell us which one is wrong?After we receive it,we can know what to do next.We have sent an email to you and you can reply us directly.
Jani****Time: 2018-12-17
I need to return a pair of glasses that I received this week. They are way too big for me...I prefer a store coupon. Thanks for your reply. (I think I need a number before returning the glasses.) THANKS
Dear Janie,concerning your case,could you tell us which frame do you need to return? The frame in black or the frame in other?
Caro****Time: 2018-12-14
Do you not have Medium? I tried on my cousin's size large glasses and they're huge
Dear Carol Reeners,we would like to tell you that we only provide the standard size frames. The size of frame is under the picture of the frames,you can measure the old glasses' size and find a similar one.
Rebe****Time: 2018-12-08
I have received my glasses and after using them for a while, I decided I'd like to have the anti-reflective coating. Can I send them back to get this added?
Dear Rebecca Levings,we are sorry to tell you that the coating can’t be changed.Would you please advise whether you want to return the glasses(#C00095) for one time 100% store credit of the production cost($9.9)?Or you can keep the glasses to get a $5 coupon code to place a new order with anti-reflective coating. We have sent an email to you and you can reply us directly.