Tracking of your order
You will receive an email with the tracking number once the order has left the warehouse.
Enter it in Track Order page to check its status.
In case the tracking number doesn’t work, try it again in a few hours, as the system may take a little longer than expected to upgrade the latest information. If your order has to go through Customs, we are not responsible for any additional costs that this may entail.
How can I place an order on our website?
To place an order, select the glasses you like and add them to your cart. Proceed to checkout, fill in the required information including the shipping address and payment method, and confirm your order.
Can I modify or cancel my order?
If you want to modify or cancel your order, please contact our customer support firstname.lastname@example.org within 24 hours of placing the order. We will try to accommodate your request if possible.
What payment methods do you accept?
We accept a wide range of payment options per region, including; Amazon pay, Amex, Apple pay, Diners card, Discover, JCB, Mastercard, Visa, Giropay, Sofortuberweisung, i-Deal, Trustly and many other local methods.
The payment methods available in your area will be presented to you upon checkout.
My payment failed, what should I do?
This may have different reasons such as a failed security check, failed account funds or not finishing your order properly.
Please check whether the purchase amount has left your bank account and reach out to our customer service team so we can help out email@example.com
What should I do if there are issues with my order?
If you encounter any issues with your order, such as receiving the wrong item or damage during delivery, please contact our customer support immediately. We will provide the necessary assistance and resolve the issue.
Can I use a coupon or promo code during checkout?
Yes, you can use a coupon or promo code during checkout. Enter the code in the designated field on the checkout page, and the discount will be applied.
Is installment or partial payment available?
Currently, we do not offer installment or partial payment options. We accept full payment for the product during the order placement process.
What is the estimated delivery time?
The usual delivery time is between 5 to 14 business days, depending on your location. For more detailed information, please refer to our shipping policy.
Which countries do you deliver to?
We deliver to many countries. For more detailed information, please refer to our shipping policy.
RETURNS & EXCHANGES
My glasses are faulty, what can you do?
We are so sorry to hear this! We use the highest quality materials and techniques to build your frames, however should the unfortunate circumstance of a faulty item occur please contact us at firstname.lastname@example.org immediately upon receipt with photographs of the defects. We will endeavour to resolve this issue as quickly as possible.
What are the return conditions?
We accept returns within 30 days of receiving the order. The product must be in perfect condition, in its original packaging, and with the tags attached. For more detailed information, please refer to our refund policy.
How can I receive a refund for the returned item?
After receiving and inspecting the returned item, we will process your refund request. The refund amount will be returned to your original payment method.
Are there any time limits for returns?
We accept returns within 30 days of receiving the order.
What currency are your prices in?
All of our prices displayed are in US dollars (USD).
How can I contact customer support?
How does our product warranty work?
We guarantee the quality of our products. If you encounter any issues with the glasses within a 365 days after purchase, please contact our customer support for information on the warranty procedure. We will strive to resolve your issue as soon as possible.
Where can I find information about sizes and selecting the right glasses?
On our website, you can find information about the sizes of each glasses model on the product page.
What is the care procedure for the glasses?
Clean them with a soft cloth. Do not use soap or water.
It is preferable not to leave the glasses upside down or drag them on hard surfaces, as this may scratch the lenses.
Payment information security
All transactions are handled directly by our payment service provider, Shopify, with secure encryption and under strict banking standards.
Your card details are sent directly to the bank and cannot be read or accessed by anyone other than your bank, including Plouto.