Return & Exchange Policy
One-Year Warranty
We provide a full one-year warranty starting from the delivery date, which covers any defects in materials or craftsmanship. Please note that damages resulting from accidents, careless use, mishandling, or improper maintenance are not included.
30-Day Exchange & Return
If you’re not satisfied with your glasses, you may request an exchange or return within 30 days of delivery. Shipping fees will be the customer’s responsibility. Each original order qualifies for one exchange or return only. For free shipping orders, if you request a return or exchange due to non-quality issues (such as unsuitable fit), you will be responsible for both the original and return shipping fees.
Please note the following requirements for returns:
1. Glasses must be returned in their original, unaltered condition.
2. The exchanged order cannot be exchanged or returned again.
How to Start a Return or exchange
1. To initiate the return or exchange procedure, please kindly contact our customer support team at vueglow@outlook.com with your order number and the reason for the return or exchange. For damaged/defective glasses, pictures are also necessary. We'll be glad to assist you with the process.
2. Once we received your request, our Customer Service representative will email you back to rectify the issue with 24 hours (48 hours on weekends). Please check your spam folder if you don't hear back from us prior to chasing us up as it might have gone into this folder. Please follow the instructions that are provided by our customer service representative.
3. Please note that we cannot assume liability for any non-VueGolw products returned to us or for returns that fall outside the designated warranty timeframe.
Uncomfortable with Your New Glasses?
If you’re experiencing blurred vision or discomfort while wearing your new glasses, please provide us with your original prescription for checking. If the prescription you provided is correct, you may find helpful tips here to ease the adjustment: Tips for adaptation issues
VueGlow's Responsibility
1.If your glasses arrive damaged, we take full responsibility. We can remake totally free. Please contact us immediately, and provide us with your order number and photos showing the the damage.
2.We take full responsibility if the glassed you received does not match your order details—including prescription specifications, frame(color/style), or lens type(thickness, color, and coatings).We apologize for any inconvenience and are committed to providing a quick solution.
If the prescription on your glasses is incorrect: Please provide us with a photo of your original prescription, along with your order number.
If you received the wrong frame: Please provide us with a photo of the frame, together with your order number.
3.If your glasses arrive with missing components or shows signs of defects, please provide us with clear photos showing the issue, along with your order number. For minor flaws or missing non-essential parts that do not affect normal wear, and if you’re willing to keep the glasses, we can offer partial refund or voucher as compensation.
Customer’s Responsibility
1. If you feel the frame size is too for you, so that you can not see out of them.
Please note working out the the right frame size is a common issue when purchasing glasses online. Measure your glasses to confirm the frame size, and contact us within 30 days of receiving these original glasses. We will provide a discount code for you to purchase a new pair.
For assistance in choosing the correct size, please refer to our Size Guide.
2.You are happy with the glasses’ quality, but not the look. We want you to love your glasses, but if you’re unsatisfied with the style, color, or lens coatings of your glasses, please contact us within 30 days of the receipt. We can provide a discount code to help you purchase a new pair that better matches your preferences.
3.Regarding Incorrect or Expired Prescriptions. Please note that we cannot accept expired prescriptions. If you submitted an incorrect prescription (or an expired one) when placing your order, you may contact us to request an exchange within 30 days of receipt. To process your request, please re-provide a copy of your valid original prescription. Our customer service team will assist you with the exchange.