Zeelool Return & Refund Policy
Zeelool endeavors to offer high-quality, super affordable and classic trending glasses for you. It will go through 5 times of strict quality inspection before handing to you to ensure that you get a satisfactory product. However, something unexpected may happen, which will lead to the defect in your glasses. Please feel free to contact the customer service center, we will and be certain to deal with it appropriately to give you a pleasant purchasing experience.
Comprehensive customer service
Our dedicated customer service team is committed to answering all kinds of questions regarding both in-sale and post-sale concerns. We are more than willing to address every issue and inquiry like style choosing, size concern, prescription entering, and adaption issue, etc. Just reach out to us by writing an email, chatting or giving a call directly.
We provide a 6-month warranty that offers a one-time replacement pair within 180 days of receipt for clear defects in material and workmanship. This warranty does not cover damage caused by accidents, negligence, or improper care.
Issues Caused by Zeelool
Damaged Within 6 Months
We will remake and resend you a replacement for free If your glasses are broken due to the defects in material and workmanship within 180 days of receipt. Or if you prefer discount code to purchase new styles, we'd love to offer it.
Note: This warranty does not cover damage caused by accidents, negligence, or improper care.
If you receive the wrong items which are not what you ordered, please contact us with a photo of the package and the wrong items. We will resend you the correct items immediately.
Note: There is no need to return any of the wrong items.
Issues Not Caused by Zeelool
Damaged on Arrival
The damage might happen in transport by the carrier most of the time, but we will take full responsibility for this situation. If you encounter the DOA issue, please contact us at your earliest convenience with photos of your damaged package/items. We will arrange a replacement immediately or issue you a full refund.
Selecting the right frame size is quite necessary for online glasses purchase. We suggest you measure your old fit glasses to get your size before purchase. If you cannot accept your glasses for the size issue, please contact us and we`d love to offer you a special discount code to try another style.
1. There might be small scale errors in the size marked on the temples of the frame due to different standards from different factories. Please refer to the size specified in the details page of each frame on our website.
2. Here is guide link of how to adjust your eyeglasses -- How To Adjust Your Eyeglasses
3. Also, we have an advanced search page for you to search frames by specific size numbers – Size Search
If you don’t like the item(s) received, we are willing to accept a return with fees applied. You may choose to get a 50% refund (excluding shipping) to the same credit/debit or PayPal account or a 100% rewarded points (excluding shipping) to your registered account with Zeelool. NOTE: SHIPPING CHARGES WILL NOT BE REFUNDED.
Visual Color Difference Issue
Frame color might slightly differ from what you see on the website, due to light, varying screen resolutions, and photo backgrounds. If you feel that the glasses do not meet your expectations, please contact us and we can offer you a special discount code to purchase a new one.
The wrong Prescription Filled
If you, unfortunately, fill out a wrong prescription by accident, please contact us with your original prescription copy. We can offer you a special discount code to buy a new pair with your correct prescription.
Additional Prescription/Prescription Update/Order Change/Order Cancellation
For non-prescription glasses, we accept additional prescription/order change/order cancellation requests before we ship out your order. Regarding the prescription update request, you need to notify us before the lenses processing. An extra charge will be generated if there is a price difference. Please contact us at your earliest convenience so that we can handle your order accordingly and timely.
If you want to modify or cancel your order, please contact our customer service team within 24 hours to avoid additional charges. Otherwise, please refer to the chart below to check the details. Since all the lenses are customized by the prescription offered, free cancellation/modification is not provided for prescription glasses. Shipping charges and differences are not included if there is any.
|Before shipment||After shipment|
|Frame Only||Free||20% of the frame charges|
|Prescription Glasses||10% of the order amount||30% of the order amount|
Note: You can track your order status here -- Track Order
Uncomfortable Prescription Glasses
If you encounter an unclear vision or uncomfortable vision wearing your new prescription glasses, please email us with your original prescription copy. We will help you check the consistency between your paper copy and the given prescription on our site. If the prescription you filled out is correct, we will give you further advice according to the particular case.
All orders will ship out on time. However, events like the Spring Festival and the rework on lenses will inevitably cause the delay. Your package may be delayed due to bad weather, customs clearance, strikes, and other unforeseeable reasons. In such a scenario, we would like to refund the shipping charges if there is any.