FAQS

1. WHAT IS THE SHIPPING TIME & SHIPPING FEE?

2. HOW CAN I TRACK MY ORDER?

• You will receive an order confirmation email that will include your order number.
• You can track your package directly on the TRACK ORDER STATUS option with your email address and order number.
• Besides, our system will send you an email when your orders ship out but the email might be identified as spam. Please note.

3. WHAT IS THE ORDER PROCESSING TIME?

• Processing time (preparing for shipping): 1-5 business days.The processing time required for reading glasses may require an additional 5 -10 business days.
• Packages: please expect multiple packages when ordering multiple products, as items might come from different warehouses.

4. HOW DO I CHANGE & CANCEL?

• Any modification on the order should be submitted within 24 hours of purchase. Modifications include but are not limited to: cancel order, change address information, add/delete/change item(s). All such requests made within the 24 hours time items will be fulfilled in a timely manner. Fomoloo will not be held responsible for the wrong order due to the request for modification submitted later than 24 hours after purchase.
• Lenses are customized products and cannot be canceled or replaced once production is started.
• Please include your order number or the associated email address in the email subject so we can promptly take care of your request. Send your request to [email protected].

CAN I HAVE AN ORDER CANCELLATION?

We will NOT accept order cancellation request if the order have already been shipped out.

WHAT IS THE RETURN AND EXCHANGE POLICY?:

-Purchase only can be returned or exchanged within 14 days from the date you sign to receive the item.

-As prescription lenses(Includes reading lenses and blue light/tinted lenses) are custom products, no reason-free returns are available. If the customer feels that the prescription of the lens is wrong, the customer can go to the local regular optical shop for optometry. We can remake lenses for customers free of charge if the customer provides a prescription report that shows that we have made a deviation in the production of lenses.

-Need a different size, color or pattern? Have a hassle-free exchange as long as it is in stock.

-Items must be unused, undamaged and in original packaging with all the original labels ,ensure that all articles in the package are intact ! If not, the buyer is responsible for all incurred fees and no refund will be issued.

-Buyer is responsible for return shipping cost if it’s your personal reason(placed wrong size/color/quantity or in your opinion the item is not as described.) You will be responsible for paying for your own shipping costs for returning your item.

-Seller is responsible for return shipping cost if it’s our mistake.(shipped wrong size/color/quantity or it is defective/damaged/low quality or wrong item.) 

*Items that do not meet these criteria will not be considered for return.

IF I NEED TO RETURN, WHAT IS THE RETURN ADDRESS?

Please contact us with [email protected] to get the return address, we will not put our return address on the package label, if you send the package back as the address on the label without asking us, we will not accept your refund requirement.

WHAT KIND OF PURCHASES ARE NOT ELIGIBLE FOR RETURN?

-Prescription lenses do not support no reason returns.

-You must email us a picture showing the problem/defect after submitting the return/exchange request online.

Refunds (if applicable)?

Send the returned purchase in its original packaging with original label back to our return center. We will issue a refund to your original payment method within a week after we received it. Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds (if applicable)?

If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next, contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at [email protected].