Complaints Handling Process

Stages of filing your complaint

We religiously follow a step-by-step process to ensure that your complaints are addressed and resolved as smoothly and as quickly as possible.

*CAPA stands for Corrective and Preventive Actions. The CAPA system procedure ensures that the quality system regulation of an organisation is properly defined and documented. It also assesses whether suitable sources for product and quality issues have been identified.

What happens after you’ve filed a complaint

After you’ve filed a complaint regarding any of our products or services:

• We will acknowledge your enquiry promptly.
• Our dedicated customer service team will carefully investigate and gather all the necessary details of your case.
• We will contact you with an outcome or ask for further information, depending on the nature of the issue, to reach a complete resolution.

For delivery related queries

If you have any delivery-related enquiry, these are steps we take into account:

1. Customer’s order reference number.
2. If there are any discrepancies, such as, if you have received:

• Incorrect or damaged item(s)
• The order is stuck in transit
• Haven’t received the order

The team will investigate with the delivery partner- and get back to you in 3 working days

3. If the order is damaged, it will be mandatory for the customer to provide images via email, WhatsApp or LiveChat.
4. Upon receipt of the requested information, your enquiry will be acknowledged and addressed based on the circumstances.

For contact lens related queries

If you've received the wrong prescription or there are quality issues, you will need to send a copy of your up-to-date contact lens prescription. Our returns policy guarantees a full refund or exchange (not including delivery charges) on contact lenses, solutions and eye care products within 90 days of purchase, provided the package is unopened and in its original condition.

For glasses and sunglasses related queries

All glasses and sunglasses come with a 12-month warranty (from the date of purchase) which covers any manufacturing defects. If you have placed an order with incorrect prescription details, you can immediately contact our friendly customer service team and request them to update the order with the correct prescription details.

Please note: If the order has already been sent to the glazing lab, we may not be able to get this corrected.