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 were 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 full refund and provide a Return 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 don’t like the glasses, etc, you could return the products yourself and we will not provide the 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 return 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.
- 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 return package and cannot process the next step. You should only send it to the address on the Return Shipping Label we provide or the address got from the Customer Service Department.
- Please make sure you do not include non-Vooglamitems by accident in your return package. We will not be responsible for sending back those items to you.
-How do I modify or cancel my order?
If there was a need to modify or cancel orders, please contact the customer service team within 24 hours. An extra charge will be generated to match price differences. Any request for modification or cancellation over 24 hours, please check the chart below includes additional charges. Since all the lenses are customized by the prescription offered, free cancellation/modification is not provided for prescription glasses after 24 hours.
|Not Shipping (but over 24h)||Already Shipped|
|Frame Only & Accessories||Free||30% of order amount|
|Prescription Glasses||10% of order amount||30% of order amount|
-When will I receive a refund?
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 only to the customer account used to place the order.