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 the style.
Customers will enjoy a 6-month warranty (6 months after receiving the products ), covering any possible defect in materials and workmanship. This warranty does not cover damage caused by accidents, negligence, or improper care. For dislike, size issue, uncomfortable prescription, please contact Zeelool Customer Service within 30 days after receiving the products. Otherwise, issues will not be accepted for more than 30 days.
If you need to return an item, please email, chat or call us within 30 days of receiving the item to get the address and notes for returning. Please noted that any return without informing us will not be accepted. By the way, we are not responsible for any postage of returning.
6-Month Quality Warranty
We offer a one-time replacement for free if your glasses are broken due to defects in material and workmanship within 6-month of receiving. Or if you prefer a 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 label which shows the order information, along with your order number and frame SKU. Or if you don't receive any item in your order, please also contact us with a photo of all glasses received and the package box, along with your order number and frame SKU. We will resend you the correct items immediately.
Note: There is no need to return any of the wrong items.
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 your order number and photos of your damaged package/items. We will arrange a replacement immediately or issue you a full refund.
Duties & Taxes
All international packages may be subject to duties and taxes. The limits for duty-free packages are established by your local customs authorities. If you receive any notification about duties or taxes, please contact us and email us with the receipt. We usually reimburse it after you pay.
Order Modification or Cancellation
If you want to modify or cancel your order, please contact our customer service team within 24 hours. An extra charge will be generated if there is a price difference. Any request for modification or cancellation over 24 hours, please refer to the chart below to check the additional charges. 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|
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 within 30 days of receiving and we’d love to offer you a special discount code to try another style. (Here is our Size Guide.)
Note: Please refer to the measurements of glasses on the details page of each frame on our website. The measurements on the inside of the frame may differ from factories due to different standards.
If you don’t like the item(s) received, whether the style, the color, or the coatings, please contact us within 30 days of receiving. We are willing to provide a special discount for you to try another style. We also 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.
1. Shipping charges will not be refunded.
2.Points can be used to cover 20% of the order check out amount or less. Points/Currency Exchange Rate: 10 points = US $1.00.
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.
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 for checking. 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. If unfortunately, the wrong prescription is filled out, we’d love to offer you a special discount to try a new pair with your correct prescription.
All orders will ship out on time. However, events like the Spring Festival and the rework on lenses will inevitably cause the delay. And the shipping may also be affected by Force Majeure, bad weather, customs clearance, strikes, and other unforeseeable reasons. As a responsible company, we'd like to help to update the latest tracking information. If the shipping is delayed for more than one week, please contact our customer service team to get a specific solution to this issue.
Wrong Address Filled
The package cannot be delivered probably if the wrong shipping address is filled out. In this case, please contact the post office to change the shipping address. If the glasses cannot be delivered finally, please contact our customer service team and we’d like to remake and resend the products by charging the processing and shipping fee.