Customer Support
We're here to help. Browse our most common questions or reach out directly — we respond within 24 hours.
Choose the channel that works best for you.
How to reach us
Email us
For all general questions, order inquiries, and support requests:
We reply within 24 hours on business days.
Use our contact form
Prefer to send a message directly from our site? Fill out our contact form and we'll get back to you as soon as possible.
Reach out via social media
You can also DM us on Instagram or TikTok — our team monitors messages daily. Please include your order number if your question is about a purchase.
Our support hours
Monday – Friday: 9:00 – 17:00 CET
Saturday – Sunday: limited support, responses within 48 hours
Public holidays may affect response times.
Common questions about your order.
Orders & delivery
How can I track my order?
Once your order ships, you'll receive a confirmation email with a tracking link. You can also find the status of your order by logging into your account under Order history.
Can I change or cancel my order?
We process orders quickly, so changes and cancellations are only possible within 2 hours after ordering. Email support@yourbrand.com as soon as possible with your order number.
I haven't received my order — what should I do?
First, check your tracking link and confirm the delivery address. If your package is marked as delivered but missing, contact us within 7 days and we'll investigate with the carrier.
I received the wrong item
We're sorry about that. Please contact us with your order number and a photo of the item you received. We'll arrange a free return and send the correct item right away.
Help with our eyewear and product details.
Products & fit
How do I find the right size?
Each product page includes detailed frame measurements (lens width, bridge width, temple length). If you're unsure, compare these to a pair you already own that fits well, or reach out and we'll help you pick.
How do I care for my eyewear?
Clean your frames with the included microfiber cloth and store them in the protective case when not in use. Avoid leaving them in hot cars or using paper towels — these can scratch the lenses.
Do you offer a warranty?
Yes — all our eyewear comes with a 12-month warranty against manufacturing defects. This does not cover damage from accidents, misuse, or normal wear.
Can I order prescription lenses?
Yes, most of our frames are available with prescription lenses. Select 'Add prescription lenses' on the product page and upload your prescription during checkout.
Your account and privacy.
Account & privacy
Do I need an account to order?
No, you can check out as a guest. However, creating an account lets you track orders, save shipping addresses, and access your order history easily.
I forgot my password
Click Forgot password? on the login page. We'll email you a secure reset link. If you don't receive it within a few minutes, check your spam folder.
How do I unsubscribe from emails?
Click the unsubscribe link at the bottom of any of our emails. You'll be removed from our mailing list immediately.
How do you handle my personal data?
We take privacy seriously. Read our full privacy policy for details on how we collect, store, and use your information.
Didn't find what you were looking for?
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