FAQ

Frequently Asked Questions

Got a question? We're happy to help you find an answer. Browse our list of frequently asked questions below — we've got a feeling you'll find what you're looking for! If not, please feel free to Chat with US.

Returns & Exchanges
Security & Privacy
Ordering
Shipping & Delivery
Sunglasses

 

Returns & Exchanges



Q: What is your return policy?

You can return your item(s) for up to 30 days from the original purchase date. All returns must be in their original condition and cannot show any signs of use. For more on our return policy, click here.
 

Q: I'd like to exchange my sunglasses for a different pair. What is your exchange policy?

You can exchange your item(s) for up to 30 days from the original purchase date. All exchanges must be in their original condition for credit to be issued. For more on our exchange policy,such as exclusions and information on BOGO offers, click here.

Q: When does the 30-day period start for the returns period?

The 30-day period starts when you receive your glasses. 
 

Q: How long does it take to process a return/exchange?

Once we have received your package in our warehouse, returns and exchanges are processed within 2 business days. We will send you an email to confirm your return/exchange.
 

Q: I returned a pair of sunglasses. When can I expect to see a refund on my credit card statement?

Once we receive your return, we will refund your credit card and send you an email stating that your return is complete. Credits normally take 3-5 business days to appear on your credit card statement.
 

Q: Does my refund go back to my credit card or is it store credit?

Refunds are credited back to your original form of payment. Your refund email will state that a credit was issued to your account. "Account" refers to your bank account, PayPal account, Google checkout account, or any other form of payment used.
 

Q: What happens if my item arrives broken or defective?

If you received a broken or defective item, please contact us or email us at aftermarket@luomonglasses.com right away so we can work to send you a replacement free of charge.
 

Q: Can I return a pair of broken sunglasses?

We are not responsible for wear and tear. We are unable to accept worn or used merchandise for return or exchange. If your item arrived broken or defective, we would be happy to issue you a replacement if you contact us within 30 days of your purchase.
 

Q: Are there any restocking fees for returns or handling fees for exchanges?

No, we do not charge restocking fees for returns. For exchanges, we will pay for the shipping on your new item(s), provided that it is shipping within the U.S.
 

Q: Why did I not receive a refund for the shipping?

We do not offer refunds for return shipping costs. Please see our return policy for more information.
 

Q: Do I get free return shipping?

Unfortunately, we do not offer free return shipping. Any costs incurred when sending your item(s) back to us are the responsibility of the customer. If you have a luomonglasses.com account, we will make a return shipping label available to you for convenience. However, the return shipping cost will then be deducted from your refund.
 

Q: Do I need to contact you for a Return Authorization?

Yes.Simply fill out a return form (found here) and upload it to us via your luomonglasses.com account(Sign in-My account-My orders-Contact) or email us at aftermarket@luomonglasses.com. We'll respond back with Authorization and mailing label.

 

Security & Privacy



Q: Is it safe to use my credit or debit card on your site?

Yes! We do everything we can to ensure your Sunglass Warehouse transactions are safe. Our site is protected by SSL (Secure Socket Layer) encryption technology, and we are proud to be certified by McAfee, a third party that verifies your security on our site.
 

Q: Do you share my information (including my email address) with anyone else or sell my information to third parties?

No, we do not share or sell customer information, including email addresses and phone numbers.

 

Ordering

 

Q: What forms of payment do you accept?

We accept the following credit cards: Master Card, Visa, American Express, and Discover. We also accept PayPal and debit card orders. We do not accept checks at this time.For more on our accepted payments,click here.
 

Q: Do I need to create an account before ordering?

Nope.Once you've made an order,you'll automatically be one of luomonglasses.com member.We'll send you an email about your account information including Username and Password.You can log in your account to manage your orders.

 

Q: Do you have a store that I can walk in and purchase sunglasses?

Not yet.We are strictly Internet store.
 

Q: How do I make changes to my order?

As long as your package has not been shipped from our warehouse, you can make changes to your order,please contact us so we can try to accommodate your request.. If you need to cancel an order before payment complete,just visit My Account and click on the appropriate order,then click "Delete this order".We do not accept cancellation once payment is complete.
 

Q: Do you keep records of previous orders?

You can sign in your account, and you will be able to view your past orders within your account.


Q: Why can't I use a prepaid Visa/debit card?

For security purposes, our system must check the billing address for a match to the card used for the purchase. Prepaid Visa/debit cards do not have an address that is "attached" to the account, and thus, our system cannot verify an address.
 

Q: Why won't my order go through?

Sometimes our system tells us exactly why an order doesn't go through, and sometimes it just tells us that the card was declined. There are a few different reasons why a credit card may be declined, including insufficient funds, incorrect expiration date, incorrect security code, and incorrect billing address.
 

Q: The style I want is out of stock. When will it be restocked?

We try to restock inventory as often as possible. Sometimes products are discontinued, and unfortunately, we cannot restock them on our site.
 

Q: I need a different size of a particular style. Can you customize it for me?

Unfortunately we are unable to customize the frames in any way.
 

Q: How do I know what power/strength/magnification I need for reading sunglasses?

The best way to determine your reading glasses strength is to consult your eye doctor.
 

Q: I see a picture of a different color in a certain style below the big picture, but I can only select one color. Can I order the other color?

All available colors are listed in the menu. If a certain color does not appear in the menu, it is out of stock and unavailable for order.
 

Q: Why will it not allow me to order the amount of this style I want? It keeps adding a lower quantity than I entered to the cart.

The system will only allow the amount we have in stock to be added to the cart. This way, you will not pay for items we are unable to ship to you.
 

Q: Do you allow CODs (Collect on Delivery)?

We do not accept COD as a form of payment. We require payment before your order is shipped.
 

Q: Where do I enter a coupon code?

You can enter the coupon code in the bottom of the check out page. Enter your code and click "Apply."
 

Q: The coupon code did not apply to my order. Can you apply it?

Yes, we can. Simply contact us to provide your order number.

 

Shipping & Delivery



Q: How much does shipping cost?

The shipping fee vary on your location,size of order and the shipping method. You can calculate your shipping costs by adding your items to your cart, proceeding to the checkout page, and entering in the shipping address. For complete shipping information, please click here.
 

Q: When does the delivery estimates begin?

Delivery estimates do not begin until the day after your order ships from our warehouse.
 

Q: How long does it take for my order to ship?

Usually we will ship it in 1-3 business days. If you place an order on a weekend or on a holiday, your order will ship the following business day.
 

Q: My confirmation number says the package was delivered, but I don't have it. Now what?

Please check with anyone in your house/apartment that may have received the package. If your order was shipped to an apartment complex, check with the front desk. You can also contact your local post office and speak with your mail carrier or delivery manager about where the package was left.
 

Q: I received my shipping confirmation email, but the tracking number does not work. Did my order ship?

Tracking information is not available right away. It often takes at least one business day to update tracking. If you try the tracking number too soon, you may find that there is no record of your package yet. Please check the tracking number again tomorrow.
 

Q: Does the free shipping apply to international orders?

All orders receive free economy International shipping. For full information, click here.
 

Q: Can I have the order sent somewhere other than my billing address?

Yes! During checkout, you'll enter your full shipping address. If you choose to create an account, you will be able to save multiple addresses for future delivery.
 

Q: Can I have half the order sent one place and the other half sent another?

Unfortunately, we are unable to ship one order to multiple locations. If different destinations are required, please separate your purchases. Shipping must be paid for each, unless the orders meet the shipping threshold on their own.
 

Q: USPS said my order would be here yesterday, but it did not arrive. Will you refund my shipping?

USPS offers an expected delivery date on their tracking information. This is not a guaranteed delivery date, so the package is still on its way to you.
 

Q: Which countries do you ship to?

To see the countries to which we ship, please proceed to the checkout page, and click on the "Destination Country" dropdown menu. For full information on international orders, click here.

 

Q: Can you put a "rush" on my order?

If you need your items before the normal processing and shipping time, please contact us. We will try our best to accommodate your request.
 

Q: Do you ship internationally?

Yes! For full information on international orders, please click here.
 

Q: Do you ship to PO boxes or Military APO/FPO addresses?

Yes, we ship to both PO Boxes and Military APO/FPO addresses. Please allow additional time for orders shipped to these addresses. For full information on military orders, please click here.
 

Q: What are your shipping rates and times?

You'll find full information on our shipping rates and time estimates here.
 

Q: How do I check the status of my order?

You will receive an email notification with your tracking number as soon as your order is shipped from our warehouse. You can sign in your account and find your order to view details,then click Tracking Number to track your package.

 

Sunglasses



Q: Do all of your sunglasses have UV400 Protection?

Yes! UV400 is the highest protection you can get in sunglasses. UV400 provides 99-100% protection from UVA and UVB rays.
 

Q: I wear prescription sunglasses. Do you have anything to offer me?

We'll offer bifocal reading sunglasses and sunglasses that fit over your prescription glasses in the future.
 

Q: Do you offer a warranty on your sunglasses?

We offer 30 day money back guarantee on our sunglasses. If you are not satisfied with the item(s) you purchased from us, you can make a return or exchange up to 30 days of your original receipt (as long as the item(s) do not show any signs of use) for a full refund.
 

Q: Can you offer me sunglasses lens color guide?

You can find the guide in each sunglasses color chart tab next to description tab.
 

Q: Do the sunglasses come with cases?

Yes, each of LUOMON sunglasses come with cases and other accessories, which is stated in the description. And we also sell cases separately (you can find them here).
 

Q: What are polarized sunglasses?

Polarized lenses help reduce glare on reflective surfaces, while increasing contrast and visibility. For an explanation on how polarization works, click here.
 

Q: Do you carry any replacement parts or screws?

No, we do not have any parts we can send you.
 

Q: Can I order reading sunglasses with a different power in each eye?

We are unable to customize magnifications per eye in our reading sunglasses. Each style comes with the same power in each eye.
 

Q: How do I know what size of sunglasses I should get?

All of the sunglasses we have on our website are listed with dimensions. We recommend measuring a pair of glasses you already have from hinge to hinge to compare to the measurements on our website.
 

Q: How do I find out the best glasses fit for my face shape?

You can refer to Face Shape Guide for Glasses.