<p>&nbsp;<img alt="" src="https://df5apg8r0m634.cloudfront.net/images/2018/0327/YcZKGVWcWI.jpg" /></p> <p><strong>3-Month&nbsp;Warranty</strong>: Customers will enjoy a 3-month warranty (3 months from the date of receipt), covering any possible defect in materials and workmanship.&nbsp;This warranty does not cover damage caused by accidents, negligence, or improper care.<br /> &nbsp;</p> <p><strong>30-Day Exchange &amp; Return</strong>:&nbsp;Unsatisfactory glasses can be exchanged or refunded within 30 days of receipt. Only shipping fees will apply. Each order&nbsp;is&nbsp;eligible for a one-time exchange/return only.<br /> <font color="#FF0000">Please Note: During the COVID Pandemic, due to logistics planning, &nbsp;we have extended the returns period from 30 days to 60 days (from the date of receipt).&nbsp;This policy effects&nbsp;from 31st March, 2020 and will be reviewed regularly.</font></p> <p>&nbsp;</p> <p><strong>Return/Exchange Service Procedure:</strong><br /> &nbsp;</p> <p>1. Please login to your&nbsp;<a href="/index.php?main_page=account"><strong>Firmoo account</strong></a>&nbsp;and locate&nbsp;the order you are not satisfied with.&nbsp;Click the &quot;Exchange/Refund&quot; button.&nbsp;<br /> 2. Please select the service type, either an Exchange or Refund. Choose the specific&nbsp;frame type and describe the issues that have caused the need for a refund/exchange. Please upload your original prescription if you have a prescription issue. For damaged/defective glasses, pictures are also necessary to prove the items were damaged.&nbsp;<br /> 3.&nbsp;Once we received your request, your exclusive Customer Service representative will email you back to rectify&nbsp;the issue with 24 hours (48 hours on weekends). Please check your spam folder if you don&#39;t hear back from us&nbsp;prior to chasing us up as it might have gone into this folder.&nbsp;Please follow the instructions that are provided by our customer service representative.</p> <p>&nbsp;</p> <h4><strong>UNCOMFORTABLE NEW GLASSES? </strong></h4> <p>If&nbsp;you can not see clearly&nbsp;or feel discomfort&nbsp;from&nbsp;wearing your new glasses, please&nbsp;upload your original prescription for checking.&nbsp;If the prescription you entered&nbsp;was correct, check out our&nbsp;tips here to alleviate any discomfort:<span style="font-size:11.5000pt"><span style="font-family:Roboto-Regular">&nbsp;</span></span>&nbsp;<strong><a href="https://firmoo.co.uk/help-p-254.shtml" target="_blank">Helps for Issues of Adaptation</a></strong></p> <p>&nbsp;</p> <h4><strong>FIRMOO&#39;S LIABILITY</strong></h4> <p>&nbsp;</p> <p><strong>My glasses were damaged on arrival. What can I do?</strong></p> <p>We will take full responsibility for damaged goods problems and we can reissue&nbsp;the same glasses totally free of charge or offer a full refund.</p> <p>Please contact us immediately, and provide us with your order number, frame number, along with pictures of the damaged item(s).&nbsp;<br /> <br /> <strong>The glasses received are not what I ordered! </strong></p> <p>We will take full responsibility if we&nbsp;have not fulfilled your order according to your order details: prescription, frame (colour and style), and lens type (thickness, colour, and coatings).</p> If the prescription is Incorrect, please send us a photo of your original prescription, along with the order number, and frame number.<br /> If you received the wrong frame, please send us a photo of it, along with your order number and frame number.<br /> <br /> <strong>I received glasses with missing parts or defects.</strong><br /> If you received glasses with missing&nbsp;parts, please send us a photo, along with your order number and frame number.<br /> If your glasses have defects, please send us photos of defects, along with your order number, and frame number.&nbsp;<br /> If you are missing parts or the glasses have small&nbsp;defects that will not affect normal wear, and you would like to accept the glasses, we can send you a voucher or partial-refund as compensation.<br /> <br /> <strong>The glasses are broken after wearing&nbsp;less than 30 days.</strong> <p>If your glasses are subsequently faulty due to the workmanship/quality of the materials within 30 days of receiving them, a new pair will be remade and resent to you at no additional cost to you. Or alternatively we can send you a voucher code to put towards the purchase of new glasses and include free shipping with Firmoo.</p> <p><br /> <strong>YOUR LIABILITY<br /> <br /> The frame size is too big for me,&nbsp; so I can not&nbsp;see out of them.</strong></p> <p>Working&nbsp;out the right frame size is a common issue&nbsp;when purchasing glasses online. Measure your glasses&nbsp;to confirm the frame size, and contact us within 30 days of receiving these original glasses. We will provide a discount code for you to purchase a new pair. You will need to pay is the shipping&nbsp;and any product price difference.<br /> For your guidance, please click on the attached link for a size guide.&nbsp;&nbsp;</p> <p>&nbsp;<a href="https://firmoo.co.uk/help-p-170.shtml">https://firmoo.co.uk/help-p-170.shtml</a><br /> <br /> <strong>The glasses are good, but I do not&nbsp;think they look good on me. </strong></p> <p>If you do not like the style, the colour or the coatings, please contact us within 30 days of receiving the glasses. We will provide a discount code for you to purchase a new pair.&nbsp;You will need to pay the shipping&nbsp;costs&nbsp;and price difference for the new product. If you prefer to receive a refund,&nbsp;this is acceptable, however Shipping fees,&nbsp;will not be refunded.&nbsp;<br /> <br /> <strong>Oh, no! I entered the wrong prescription/I entered an expired prescription.</strong></p> <p>Please note that we do not accept expired prescription. You&nbsp;are entitled to submit a refund/exchange request in your account including your original prescription within 30 days of receiving the item(s). You will need &nbsp;to&nbsp;pay shipping fees&nbsp;and any product price difference.&nbsp;<br /> <br /> If the return is caused by the you as the consumer, you will&nbsp;be responsible for the return&nbsp;shipping fee. The specific fee will be worked out by your courier or post office.</p> <p>If due to our error/postal damage in that the goods received are damaged or not correct,&nbsp;you would not be&nbsp;required to bear the shipping fee for&nbsp;delivery and the return of the product.</p> <p>&nbsp;</p> <h4><strong>&nbsp;Important Information:</strong></h4> <ol> <li>Please contact&nbsp;our Customer Support Team to ask for RAN before returning.</li> <li>Address your return package to Annie Wu, 9848 E. RUSH ST. STE C, South EL Monte, California, 91733, United States. 13232089848.</li> <li>We encourage customers to donate any unwearable glasses to the Lions Club. Information on how to donate your glasses can be found here:&nbsp;<a href="http://firmoo.co.uk/help-p-214.shtml">http://firmoo.co.uk/help-p-214.shtml</a></li> <li>Frame colour in reality&nbsp;may differ from what you see on&nbsp;the website, due to light, varying screen resolutions, and photo backgrounds.&nbsp;</li> <li>The frame size printed on the temples are&nbsp;based on different standards for different factories. Please note the actual size is specified in the description of each frame product on the Firmoo website.</li> <li>We do not provide a replacement service for Non-Firmoo purchased&nbsp;glasses.</li> <li>The&nbsp;Home try-on service is unavailable at present. We&nbsp;recommend that new customers do not purchase more than two&nbsp;pairs at once for &nbsp;the first time purchase.&nbsp;Please note that for orders that are more than&nbsp;9 items&nbsp;or pairs of&nbsp;glasses, we do not provide any&nbsp;exchange or return service.</li> </ol>
Shipping and tracking
Terms and Conditions

What countries/regions do you deliver to? Which courier service do you use? How long does it take to for my order to arrive? How much is the shippping

How do I track my order?

How long will it take for my order to be delivered?

How long will it take to process my glasses?

What can I do if I am required to pay import taxes or customs duties?

I just placed several orders. Can I combine the shipments?

How do you handle shipping delays?