We try to answer as many of the questions you might have in our FAQ. If you have concerns or questions we did not answer, you can always reach us by phone during regular business hours (9am - 5pm CST) or by email firstname.lastname@example.org. Visit our Contact Us page for more help.
Our FAQ is categorized in the following sections, just jump to the one you need:
- Our Products
- Virtual Fitting
- Our Store
- How do I know the frame will fit me?
Each frame is individually designed to fit different features. Using the frame size specifications can help you determine if the frame is the right size for you. But size is just one factor in selecting the right frame. The shape of your face, nose, cheeks and other factors all contribute to overall fitting and comfort. We encourage customers to use our Virtual Fitting option (see below) before purchasing a frame.
- What is your warranty?
All of our adult frames are covered under a one year manufacturing warranty. For more details visit our Shipping and Returns page
- What materials are the frames made from?
All our frames are designed by Alexandra Peng using either European Acetate or stainless steel.
- Our Acetates are all Hypoallergenic.
- Our Stainless Steel frames are all lead free.
- Read the description of each product for their detailed materials.
- What is Virtual Fitting?
With Virtual Fitting our designer recommends the best frames for you based on pictures and styles preference you sent us. Hundreds of customers have sent us pictures and found this is the best option to finding the best frame. We keep your photos private and never share them.
- What information do you need?
Please send us:
- a front picture of your face
- a side picture of your face
- your height (to better understand your proportions)
- How long does it take?
We do our best to reply to your requests as soon as possible. If Alexandra is traveling on business it can take 3 to 4 days to receive a recommendation.
- Where do I send this information?
Email your photos and height to email@example.com
- Do you fullfill prescriptions?
Unfortunately we don't. You will need to take them to your local optician to have prescription lenses installed.
- What is your return policy?
We have a flexible 30 day return policy. We want you to be happy and 100% satisfied. You can easily return or exchange any frame. Read our complete return policy.
- Can I cancel or change an order?
You may cancel or change your order anytime before it ships. The earlier the better as we may be preparing your package. We typically ship within 24 hours of an order during the work week.
- Why do I need to create an account?
If you ever need to update an order or view history, the account makes it convenient to see all the information you need in one place. We never share your information.
- Is your store PCI compliant?
Yes. You can read more about how your data is protected by reading about PCI compliance here.
PRICING & BILLING
- Do you collect taxes?
Yes, for orders shipped to Texas only.
- I have a question regarding my charges.
Click the "My Account / Order Status" link at the top right hand side of our site to review your orders. You may compare your order history on our website, with your financial records. If you have further questions or concerns, please contact customer service at (972) 733-0108 or toll free at (855) 707-0220 for further assistance.
- I need a copy of my invoice/receipt.
Click the "My Account / Order Status" link at the top right hand side of our site to print invoices.
- When will my credit appear on my account?
Credits usually take 7-10 business days from the time we receive your item(s).
- When will my credit card be charged?
Your credit card will be charged within 24 hours prior to shipment of your item(s).