Return & Refund & Shipping Policy
Return & Refund Policy
We have a 7-day return policy, which means you have 7 calendar days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at firstname.lastname@example.org and please provide your order number and pictures of product.
If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at email@example.com.
Damages and issues
Please inspect your order upon reception. If the frame is broken or the lens is off, or if you receive the wrong item, please contact us immediately providing photos to request replacement on the same day you receive the parcel (subject to the date of mail collection) , so that we can evaluate the issue and make it right.
If the style does not fit you (but you chose it ), or you don't like it, you can return it in 7 calendar days from receiving the package, but you need to pay the shipping by yourself.
If the mistake is made by us, such as the wrong size of eyeglasses you’ve ordered, different or wrong material, or wrong prescription of lens, we will pay any cost to exchange the right one, but if it’s not a customized order you may get refund.
If the break or hinge failure occurs during normal wearing, please contact us and provide a photo. We will tell you if it can be repaired and how to return it. Any repair and replacement parts are free.
Exceptions / non-returnable items
If it is a customized frame or lensed, refund is not acceptable, and you can only replace them, sorry! It means any mistake of prescription lenses all can exchange except refund.
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take 2-5 workdays for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at firstname.lastname@example.org.
Progressive multifocal glasses require an adjustment period, which usually takes 3-7 business days. If you fail to adapt to them, please contact us within 2 weeks.
If there is a problem with the size and diopter, please contact us within 3 business days of receiving them.
** COVID-19 Update:
For safety and health concerns, we only have limited team members on-site to process all the orders. Please allow extra processing time. If you have any concerns about your order, feel free to contact us at email@example.com
How long does shipping take?
Estimated delivery time:
** COVID-19 Update:
If your order is significantly delayed due to COVID-19, please contact us at firstname.lastname@example.org so we can look up the status for you.
If your order consists of custom lens, it takes longer than the usual time to process. For regular orders, it generally takes about 4 business days for processing after you place an order. Please allow extra time for tracking information to be updated, as local couriers may experience slight delays.
After all, processing time: 0-4 calendar days, standard shipping: 3-10 calendar days, expedited shipping: 2-4 calendar days.
**Delivery time might be subject to possible delays due to customs clearance. We do not take responsibility for any shipping delay.
*Refer to the shipping fee indicated when checking out your shopping cart for the most accurate information.
Please note that if your shipping address belongs to a remote area, an extra fee is needed.
*Currently, our freight is tax-free
How to track my order?
Once your order has been dispatched from our facility, you will receive an email with tracking information which you can use to follow the status of your order. Please allow extra processing time for the latest tracking status to be updated as local couriers may experience slight delays.
Click here and enter your tracking number to see the latest tracking information:https://www.17track.net/en
What to do with the lost package?
If your package has been lost in transit, please reach out to customer support right away. If the tracking shows the package is delivered while you do not receive it, please provide proof of lost package with your order information at email@example.com.
After an order has been delivered to the shipping address entered on the order, we cannot be held responsible for stolen or lost packages.
Takemoto will not cover the customs fees and duties, and they are non-refundable as well. We are not able to process any modification to your order while the package is with customs. If you have concerns about potential customs fees and duties, we recommend you reach out to us before placing an order.
Feel free to email us at firstname.lastname@example.org.
How long does it to process my order?
For regular orders, it generally takes about 3-7 business days for processing after you place an order. For orders including restocking or custom item(s) will take a longer time for processing. Please notice more details in the product description.
Once your order is ready for shipping, you will receive a notification email. We do not ship packages on weekends or holidays at this point.
Can I change my order?
Unfortunately, we won’t be able to change an order once it is placed in the system.
Can I cancel my order?
Once the order is dispatched from our facility, we won’t be able to cancel it. Before that, contact customer support for assistance.
Why didn't I get a shipment notification email?
Normally, an email with a tracking number will be sent to your account email address once the order is shipped out.
*If you did not receive the email, you can check the following situations:
1. Please check whether the email address you used to place the order is different.
2. Please check your junk emails to see whether the mail is shielded.
3. Please check your order status in your account to see whether it is shipped.
Why is there no tracking update?
If there is no tracking info a few days after your order is shipped out, the reason is that it may take 1-3 days for the tracking info to be updated while the shipping company is arranging the shipping space.
If there is no updated tracking info during transportation for less than 5 days but still within the estimated delivery date, please don't worry, tracking info has only been updated when it arrives at some important ports or destinations.
If there is no updated tracking info for more than 5 days, please feel free to contact us.