Return & Refund Policy
We hope you love what you've ordered! But just in case you're not 100% satisfied, we've made the return process super easy.
365-Day Warranty
Zeelool offers a 365-day warranty (from the day of receiving the products), covering clear defects in material and workmanship. This warranty does not cover damage caused by accidents, negligence, or improper care.
30-Day Exchange & Return
Unsatisfactory products can be exchanged, credited or refunded within 30 days of being received. It is not possible to process a request for a credit/refund for non-quality issues for items that have expired during this 30-day window. Each order is eligible for a one-time exchange/return for any reason. Please kindly note that the "exchange order" is not eligible for another exchange/return.
If we make a mistake when processing the order, such as making the wrong prescription, sending the wrong items, etc, we will provide a pre-paid Shipping Label for returning the products and will issue a replacement or a full credit to Zeelool Wallet or a full refund.
If you make a mistake in your order accidentally, we are sorry that we will not be responsible for providing the prepaid shipping label and you should return the products yourself.
1. If you want a credit or a refund, the original shipping fee on the order, if any, is non-refundable. The credit/refund(excluding the shipping fee, if there is any) will be processed within 7 days after we receive your returned package.
2. If you want to exchange, we will send you the new item(s) after we receive your returned package. Please notice that the price of the new item(s) should be equivalent to the original item(s) and the price difference will be needed if there is any.
Order Modification/Cancellation
If you want to modify/cancel your order, please contact our Zeelool Customer Service Team. For changing the shipping address(except the country)/billing address or merging the orders together to ship out, we could help to update before shipment. Otherwise, the modification before the shipment cannot be made directly, you could contact Zeelool Customer Service Team to cancel the order and place the order again.
Besides, for any requests for modification/cancellation, if the items have been under the processing stage, please refer to the chart below to check the additional charges as the processing fee.
| Before Shipment but Being Processed | After shipment | |
| Frame Only & Accessories | Free | 30% of the order amount |
| Glasses with Prescription/Paid Lenses | 10% of the order amount | 30% of the order amount |
Important Notice
About Return
1. Please do not send your return to the sender's address on your package. This is not the return address and will affect the processing of your return. You should only mail it to the address on the Return Shipping Label we provide or the address got from the Customer Service Department.
2. Please make sure you do not include non-Zeelool items by accident in your returned 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 can proceed with the next step ASAP.
About Zeelool Store Credit
Zeelool Store Credit is a virtual wallet linked to your Zeelool account where you will be able to store and access your credits if you return items and choose a store credit instead of a refund to the original Credit Card, PayPal, Afterpay or Klarna account used to make the purchase.
If you return an item and choose to receive a store credit instead of a refund to the credit card or PayPal account originally used to make the purchase, the credit will be in your Zeelool Store Credit immediately once we process it. In this way, please also notice that you will not be able to redeem the store credit for cash or money to the original payment account.
About Refund
The refund will be issued to the original payment method. Unfortunately, due to transportation delays, your refund may require an additional 3-7 business days to process. Thank you for your patience and understanding. 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 only to the customer's Zeelool Store Credit.
Comments
36 comments
i've tried contacting your company about warped frames, have not heard anything
I need a refund...I don't want another pair of glasses
So I received my glasses yesterday and I cannot see out of them they are the wrong prescription and I have tried wearing them had a massive headache went to my eye doctor to find out they are not the correct prescription even though I submitted the correct prescription. I would like a refund as my eye doctor has recommended contacts for me.
My glasses was sent but I never received them, they respond quickly and also refund my money.
I was contacted by the company and they were very kind about my glasses being to big and the script issue. I was able to pick a new frame and they are making right what was wrong.
Although I was disappointed after waiting for several weeks to get my glasses I must say I was impressed with their quick response and courtesy of service.
I have recommended them to others as of yesterday. If you have any issues they will fix them.
I have emailed you all several times. I ordered 2 pairs of glasses. One of the glasses are warped and they do not sit correctly on my face. The arm is warped. You did reply to my email by saying you are going to send me a replacement but no further instructions. I do not want a replacement. I would like a refund on the second pair. I can’t find a phone number to call you. And it’s been 5 days and still no response except the first one.
Becky Smith
Have you tried these numbers
WhatsApp: +86-18837183964
24h Real-Time Online Communication.
Call: +1 (302) 990-0619 & Live chat
Mon. - Sun. 4:30 PM - 1:30 AM next day (PST)
So I got my glasses and it seem like the proscription is wrong ,it's like another piece of Glass is over my lens .I tried calling the message came on telling me no one to take my call , please call back
So I got my glasses and it seem like the proscription is wrong ,it's like another piece of Glass is over my lens .I tried calling the message came on telling me no one to take my call , please call back . I never have this problem with zenni
I had contacted the company a month ago regarding my prescription, it did not work, I truly loved the frames and was excited to get the glasses, but could not see and got dizzy just getting off the couch. I sent and email because all other attempts had failed, my password and email combination didnt work (hmp), no phone numbers worked. it's sad when a company doesn't even respond. please inform me what you plan to do to resolve my situation
I didn’t have a problem with Zenni nor Eye Bye. Please refund my money so I can order from another company.
I need to return my glasses for a refund as they are not right for me. I can't see peoperly with them. I would like a refund
You emailed me that I sent the wrong address. I sent the correct address. Now you need a fee to send it again but are making it IMPOSSIBLE for me to pay fee or return glasses
I HAVE BEEN EMAILING TRYING TO RETURN MY GLASSES & TRIED CALLING SEVERAL TIMES NOBODY NEVER ANSWERS THE PHONE ARE RESPOND TO MY EMAIL SO FRAUSTRATED 😞
Trying to return the glasses
Am trying to return my glasses I send u an email and no is replying back to tell me what to do please
Trying to return
Please send me an address for sending my glasses back
the return address is parcel jet jay-200 docks corner road, suite 260, dock 73-80, dayton, nj 08810-1650
Hola, he pedido unas gafas y están torcidas. No me ha gustado la calidad de los materiales y deseo cambiarlas por otras. He abierto un ticket y espero su pronta respuesta.
I received my glasses but can not see out of them. I'm not sure if this was a mistake on my part or your part but I would like to return them for a refund
Need a refund I can't see out of them
Customer service is terrible. Requesting a refund or even a replacement is impossible. This is my 3rd day trying to get in contact with customer service by email and/or phone, and still trying with no response. TERRIBLE. I'm soooo disappointed.
Sto cercando di avere un rimborso dal mio account zeool ma è praticamente impossibile capire come bisogna fare!!! Mi potete aiutare? Gtazie
Absolute nightmare to get help. No one answers the phone. I reached out to 3 different complaint links. They just kept sending me links to paragraphs of their returns policy. Took a good week to actually talk to someone through email. Then they were helpful. Such a bummer cuz I love the glasses. Now they're fixed and I love them.
Anytime you have a business the customers should be able to speak with a live person. This is poor business etiquette. The process would be smoother if this were possible. Your products and prices are great but customer service stinks.
I TOTALLY AGREE!!! I have been requesting a refund for almost 3 months on my glasses that were not correct and have not gotten a response yet!!!! Irritated..
The bot says to contact customer service but no phone number provided. Can’t get hold of anyone. I think this company is a scam.
I have been emailing back and forth for 3 days now for a refund, glasses are not correct can't cannot see out if them. Will not give an address for return label, looks like I am stuck like everyone else. Terrible business etiquette.
It's frustrating when you can't speak to a live person, but the company is not a scam. I was contacted via email concerning my order and it was cancelled and I was able to re order my glasses. I have ordered from them several times and usually with no problem. A lot of these companies are over seas and don't communicate as we do here in the US. I do agree; however, they need a phone number where customers can speak with a live person.
Afterall, we spend our money with them.
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