Vooglam Return & Refund Policy

Vooglam aims to provide perfect glasses at the best price. Feel free to contact us if there are any questions. We promise 100% satisfaction and provide an easy return & refund process.

-Do you have a warranty?

Absolutely! We have a 365-day quality warranty (from the day of receiving the package). If your glasses are broken due to natural quality issues within 365 days of receiving them, we will replace them for free or issue a full refund after confirmation.

-What’s your return policy?

We provide a 30-day return & refund policy and unsatisfactory glasses can be exchanged or refunded within 30 days of receipt.

If the problem was confirmed to be caused by us, such as a quality issue, damage on arrival, etc, we will issue a replacement or a full refund and provide a pre-paid Shipping Label for returning the products.

Any unexpected issues caused by the customers, such as filling out the wrong prescription, selecting an unsuitable size, or personally not liking the glasses, etc, you could return the products yourself and we will not provide the pre-paid shipping label. If you return for a refund, please notice that the shipping fee you paid when you placed the order, if any, will not be refunded. If you return to exchange, the new order will be sent to you once we receive the returned package. For exchange, the price of the new item should be equivalent to the original one and a price difference will need to be paid if there is any.

Notice: About Return 1. Our return address differs for different orders and please don’t return the glasses to the sender's address on your package. Otherwise, we will not receive the returned package and cannot process the next step. You should only mail it to the address on the pre-paid Shipping Label we provide or the address got from the Customer Service Department.
2. Please make sure you do not include non-Vooglam items by accident in your return package. We will not be responsible for sending back those items to you.
3. After the return, please contact the Customer Service Department to provide the tracking number for the returned package so that we could proceed with the next step ASAP.

-How do I modify or cancel my order?

If there is any need to modify or cancel orders, please contact our Customer Service Team. Before shipment, we could help to update the shipping address(except the country)/billing address or merge the orders together to ship out. But any other modifications before the shipment cannot be made directly. Please feel free to contact the Customer Service Team to cancel the order and place the order again.

For any request for modification or cancellation, if the items have been under the processing stage, there will be additional charges for the processing fee. Please check the chart below. Since all the prescription and paid lenses are customized, free cancellation/modification is not provided for them if they are being processed.

-When will I receive a refund/credit?

Refunds usually take 3-7 business days from the date of issue to be processed and returned to the original payment method. As part of PCI compliance, no refunds will be issued to any card other than the credit card used on the order. If you don’t have access to the credit card on the order, then the amount of the refund will be issued as a store credit(Vooglam Wallet) only to the customer account used to place the order.

Vooglam Wallet is a virtual wallet linked to your Vooglam account where you will be able to store and access your credits if you return items and choose a store credit. If you return an item and choose to receive a store credit instead of a refund, the credit will be in your Vooglam Wallet immediately once we process it.

In this way, please notice that you will not be able to redeem the store credit for cash or money to the original payment account.