Refund policy

Return and Refund Policy

At FRAMELUNE, we want you to feel confident when ordering eyewear from us. Because eyewear may involve frame selection, lens options, prescription details, and personal fit, return eligibility may depend on the product type, order status, and item condition.

Return Requests

If you would like to request a return or exchange, please contact us at official@framelune.com with your order number, the email address used at checkout, and a short description of the issue.

Please contact us before sending any item back. Returns sent without prior communication may not be accepted.

Return Eligibility

To be eligible for review, returned items should generally be:

- Unused, unworn, and in their original condition
- Returned with original packaging and included accessories when possible
- Free from damage, scratches, stains, or signs of wear
- Requested within a reasonable time after delivery

Return eligibility may vary depending on the item type and whether the product was customized.

Prescription and Customized Lenses

Prescription glasses and customized lens orders are made according to the prescription details and lens options provided by the customer. Because of this, prescription lenses, customized lenses, and made-to-order lens products may not be eligible for return or refund unless there is a confirmed quality issue, production issue, or order error.

Please check your prescription, PD, lens type, frame color, and shipping address carefully before placing your order.

Non-Prescription Frames

Non-prescription frames or frame-only items may be eligible for return review if they are unused, unworn, and in original condition. Please contact us first so we can review your request and provide the next steps.

Damaged, Defective, or Incorrect Items

If your item arrives damaged, defective, or different from what you ordered, please contact us as soon as possible at official@framelune.com.

Please include:

- Your order number
- Clear photos of the item
- Photos of the packaging
- A short description of the issue

We will review the information and help with an available solution, which may include a replacement, exchange, partial refund, or refund depending on the situation.

Fit and Adjustment

Eyewear fit may vary depending on face shape, frame style, and personal preference. Minor frame adjustments are common and may be handled by a local optical shop.

If the frame feels significantly uncomfortable or does not seem correct, please contact us with your order number and photos if available. We will review the situation and provide guidance.

Refunds

If a refund is approved, it will be issued to the original payment method. Processing time may vary depending on your bank, card issuer, or payment provider.

Shipping fees, customs duties, taxes, and other import-related fees may not be refundable unless required by applicable law or unless the issue was caused by our error.

Return Shipping

Return shipping costs may be the customer’s responsibility unless the return is due to a confirmed quality issue, production issue, or order error.

We recommend using a trackable shipping method for returns. FRAMELUNE is not responsible for returned packages that are lost or damaged during return shipping.

Order Changes and Cancellations

If you need to change or cancel an order, please contact us as soon as possible at official@framelune.com.

Once an order has entered processing, lens production, customization, packing, or shipment, changes or cancellations may no longer be possible.

Contact Us

For return, refund, exchange, or order support, please contact:

Email: official@framelune.com
Website: https://framelune.com
Contact page: https://framelune.com/pages/contact