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.
However, 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
51 comments
I’m still waiting on my return label. For my full refund. The prescription was wrong and the lens were very heavy.
I returned glasses for an exchange sent the glasses back haven’t heard anything can’t get through on phone they put you on hold then hang up,I have tracking number .I would like to talk to someone or get a update. J.B.
I will be sending the glasses back by mail to get my money back, the recipe is correct but I can't see with the glasses. Thank you
I did not get my glasses
I will want my money back
I am returning my progressive glasses, due to the reading RX is a little blurry please correct it. Send me the label to return it. Thanks
I am having trouble returning glasses I can see with them. These purple are scam artist. Together we can stop them from operating in this country. They are located in China, go figure right! PLEASE WRITE TO YOUR CONGRESS PERSON AND TELL ABOUT YOUR EXPERIENCE. ALSO THE BETTER BUSINESS BUREAU AND CONSUMER AFFAIRS. THIS WAY, WE STOP ANYONE ELSE FROM USING THEIR BUSINESS. PLEASE OVER DONE IT BEFORE AND IT WORKS!!!! I'm taking this all the way to international consumers reporting these damn people will not get away from me!!!!!
PLEASE, I'VE DONE IT BEFORE. Sorry for the errors. They just make me so worked up. They come in this country and sell junk!!!!
I have ordered several pair of frames only, which I have been pleased with. I have a strong progressive prescription, so I have the lenses done locally. I once had a problem with a local optometrist because I couldn’t see out of the glasses they prescribed and made. They kept replacing them until I just final went elsewhere. I later realized that it was the Astigmatism that the Optician included in the prescription that prevented me from seeing out of the glasses. So now I specifically request the Optician to not include Astigmatism correction in my prescription. I see so much better without the correction!
I have returned my glasses to the address you guys gave me can I get my refund
Good afternoon, I received my sunglasses order today in the mail but they do not have my progressive prescription. I am so disappointed, I was really looking forward to using them. Is there a way that I can send them back so that the error can be corrected?
I have so many emails back and forth,I have to come here. I have sent my glasses back, sent in many pictures of my original prescription and I hope you know what I finally need or just refund my 125.00 and I will go back to my Dr. I have a tracking number from USPS..9500 1100 1286 5101 8488 19.
Nesecito hacer una devolución
Krystal Im trying to return to pair of glasses they aren't working for my eyes NEED A REFUND PLEASE AND THANK YOU TODAY IS THE 10TH OF SEPTEMBER BEEN TRYING TO REACH OUT TO YOU SINCE THE 8TH OF SEPTEMBER NEED RETURN ADDRESS ASAP PLEASE AND THANK 😔
My email address is gbeexpress11@yahoo.com PLEASE RESPOND BACK 🙏🏽
I e ordered my Eyewear on August 25, was promised delivery no later by September 8th and to date, I haven't received it. I've been calling and sending messages but unable to connect with anyone. This service is HORRIBLE!!! I need to get my money back.
Please refund me my money it's been three & a half weeks & I haven't received my glasses yet
This company has THE WORST customer service I have ever experienced!!! It is terrible, awful, atrocious…all the negative adjectives one can think of…I doubt they will be in business long…I give up on resolving my issue. Maybe that’s what they want, but I’ve already wasted 80 bucks with them…It’s not worth another minute of my time!
I ordered over a month ago and now my tracking says it has been seized by USPS due to counterfeit postage. I’ve emailed them several times about getting a refund and they have yet to respond to me Respond back !!!!!
I've spent more than a week trying to get a response and I keep getting requests to send pics and video. I've done it 7 times. The email thread goes on and on. Nothing's being done. I paid for transition glasses and they don't darken at all.
Quiero una devolución
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