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Where do you ship and how much is shipping?
Currently, we are only shipping within the United States. All orders over $50 will receive free shipping. Orders under $50 will be charged a flat fee of $5.95.
Which courier do you use?
All orders are shipped with USPS through first class mail.
When will my order arrive?
Since we make each pair of glasses individually after receiving an order, it will roughly take about about 14 business days for your new glasses to arrive at your doorstep. Glasses with strong prescriptions or multifocal lenses can require more lab work and can take additional business days. We will try our best to fulfill your order as soon as possible.
Will I get a tracking number?
You'll receive an email with your tracking number as soon as we ship your order.
SHIPPING FEES ARE NOT REFUNDABLE: Please ensure shipping address is correct before placing an order. We are not responsible for incorrect, invalid or undeliverable addresses. If your package is returned due to an insufficient or incorrect address, we will have to charge the shipping fee of $5.95 to reship your package. If your address is a forward address, you are responsible for contacting your forwarding company to locate your package.
Once a package is handed over to USPS, it is completely out of our control. We are not responsible for any damage or delays with USPS. In the event that a package is damaged or lost in transit, you are responsible to file the claim with USPS. We are not responsible for lost packages during transit.
What is your cancellation policy?
If you wish to cancel your order, please email us at email@example.com within 12 hours of placing your order. Once it is past 12 hours, a 10% restocking fee will incur for all non-prescription orders and a 30% restocking fee will incur for all prescription orders.
What is your return policy for non prescription glasses?
If you are not satisfied with your purchase, we have a 30-day return policy, which means you have 30 days after receiving your item to request a return. All shipping and handling fees are non-refundable.
However for all returns and exchanges, we ask that you are responsible for shipping the products back to us. We recommend that you use a delivery confirmation service. We are not responsible for packages lost during return transit.
Currently, we are only accepting exchanges of the same frames in a different color. A shipping fee of $5.95 will incur for all exchanges.
Due to the nature of prescription lenses, we will only refund the cost of the frames because all lenses are custom made to your exact prescription. Currently, we are not accepting exchanges on prescription glasses.
Glasses are processed with the prescription received. We will not be responsible for any errors when entering in the prescription and prescription type. We recommend that you check your order and prescription before placing the order.
How do I start a return?
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at firstname.lastname@example.org. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return questions at email@example.com.
Damages and issues
Please inspect your order upon receipt and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.
A customer will receive a confirmation email after placing an order. If a confirmation email is not received within 12 hours, it is the customer's responsibility to contact Essa Eyewear at firstname.lastname@example.org.