The cost of any cancellation is 5% of the value of the order placed by the customer.
Canceling the purchase of a product ordered from the factory for you
If you have purchased a product that was not marked as “Product in stock”, it will be ordered from the factory. In these cases, if you wish to cancel your order, you will have a penalty of 10% as compensation for our company having to bear the expense of ordering a product from the factory that will not be sent.
Canceling the purchase of an in-stock product
If the product has not been shipped, and we have not yet started processing your order, it will be possible to cancel your purchase and receive a full refund. If your purchase has already been shipped, you can return it after receiving it, bearing the return shipping costs and possible associated customs fees. You can also reject the package at the time of delivery, in which case the return shipping costs will be deducted from the refund amount.
If your purchase has already been shipped, you may return it upon receipt, assuming the costs associated with the preparation of your order, the return shipping costs and possible associated costs of customs duties. You may also refuse the package at the time of delivery, in which case the shipping costs will be deducted from the amount of the return.
Customized products
Once ordered from the factory, they cannot be canceled in any case.
Examples of customized products:
• Tailor-made glasses or with customized color combinations.
• Contact lenses
• Prescription glasses frames (in the case of prescription glasses frames, only exchanges are allowed, not cancellations).
You must request cancellation by sending an email to [email protected]. We will respond to inform you of the process. You will receive the corresponding money refund once the cancellation process is completed.
If you cancel an already shipped order or a return, you will have to wait for us to receive it back at our offices before receiving the refund.