If you're not 100% satisfied with the products you received, our return policy allows returns within 15 days of receipt. Kindly return items in their original condition, including the glasses, product packaging, and any accessories or gifts included.
Refunds will be processed at 70% of the lens cost and 100% of the frame cost. It's important to note that these amounts are calculated based on the actual payment made. If your order included free shipping, the refund will be adjusted to deduct the shipping fee.
The individual initiating the return bears responsibility for any associated costs, including return shipping expenses.
For products purchased using a coupon, promo code, or other discount offer, the refund amount is restricted to the actual amount paid for the product.
If you suspect a manufacturing error, please return the glasses for inspection within the 30-day warranty period. If our examination reveals that the glasses were indeed crafted incorrectly, we will happily remake them for you at no extra cost.
Note: Our warranty does not cover damage requests resulting from accidents, negligence, or improper care.
Uncomfortable prescription: Wearing glasses comes with an adjustment period. Some people experience minor headaches, sore eyes, and dizziness when wearing a new pair of glasses. Typically, we recommend customers get used to the glasses (especially progressive lenses) for 3-5 days. If you continue to encounter the mentioned issues beyond this adjustment period, please don't hesitate to reach out to us.
If you want to modify/cancel your order, kindly reach out to the EFE Customer Service Team（firstname.lastname@example.org) immediately after placing the order. Please note that an additional charge may apply in cases where there is a price difference. For any requests for modification/cancellation during customization or after shipment, please refer to the chart below to check the additional charges.
A refund request was made after the glasses had been shipped and in transit, we can only refund 70% of the amount of the order due to the cost of the order. Additionally, the customer is required to return the glasses to our warehouse upon receiving them.
Undelivered package: Kindly proceed to your local post office promptly upon receiving our pick-up notice to collect your package. We offer a one-time reissuance for packages returned due to incorrect customer-provided addresses. However, if there is no response within 15 days, the redelivery service will be canceled. In such cases, we can offer a 50% discount coupon as compensation.
Secondary After-sales Service:
Following the replacement or rework of the initial order, any subsequent replacement or rework costs will be considered 50% of the order value (we won't charge it). If you encounter persisting issues with the replacement or reworked glasses, kindly contact our customer service, specifying the reasons for your concern. Should a refund still be necessary, it will amount to 50% of the original order price.
How To Claim A Return:
1. Please contact us by email at email@example.com, and include:
1) Your order number or the order screenshot;
2) The items that you want to return and the reasons. (Your reasons or suggestions are very valuable for us to improve our products and services continuously).
2. Our customer service will reply within 24 hours via email (firstname.lastname@example.org) by informing you of EFE's local warehouse address and consignee information.
3. After receiving return instructions from us, please package up the item(s) to be returned with the original packing. And the returned items must have no visible signs of wear or use.
4. After you send the products to EFE's warehouse, please share the tracking number with us via email.
5. We will process it within 5 working days after we receive your package. Once your refund has been processed, you will receive a confirmation email.
1. Any return without prior notification will not be accepted and the shipping fee might be charged.
2. Please do not return to the address on your package. That is not our return warehouse and it will affect the processing of your return. Please contact us and get the right return address in advance.
3. The reason for the return isn't a result of an EFE's error, the original shipping fee and return shipping fees are non-refundable.