Customer support

Hi, how can we help you?

Below you will find answer to the most common questions. You are also welcome to try our Answer Bot in the right corner to find answers to your questions.

If you did not find the answer you were looking for, feel free to leave us a message. We respond to your inquiry as soon as possible and no later than within 24 hours on regular workdays.

Delivery and returns

  • How much does delivery cost?

    If you buy at least 3 pairs of glasses you will receive free delivery. If you buy 1 or 2 pairs, the delivery costs €5.

  • Delivery time?

    If you order before 2 PM on a workday your order will be dispatched and shipped on the same day. If you order after 2 PM or during the weekend, your order will be dispatched and shipped the following workday. The shipping time varies from country to country but is normally 2-6 working days from the day of the order placement. 

  • Free returns?

    It is free to return your goods to us and you have a 100 days return period. Fill in and follow our return form. Pack the goods securely in the same original packaging as they are received in. Be sure to cover or remove the old return label on the package.

    Please note that returns are only free if you use our return label. Read more about our free returns here.

    We will refund the amount without undue delay and in any case within 14 working days from the date we received your return notice.

  • How do I return my order?

    Properly wrap the items back into the original packaging in which they arrived in and seal it securely. The goods must be returned in the same packaging as they were delivered in. Fill in and follow our return form and attach the return label on the outside of the package. Be sure to cover or remove the old return label on the package. Drop off your return package at your nearest parcel shop.

    Note that the return shipment is only free if you use our return label.

    You will automatically receive an email when we register your return in our warehouse. We will refund the amount without undue delay and in any case within 14 working days from the date we received your return notice.

  • How do I exchange my order?

    If you want to exchange one or more items, the process is divided into two steps:

    1. First you must return the item in the usual way - see our return process here. When we receive the return, you get the money back via the same payment method as when you bought the item.

    2. Find the product you want to exchange to on our website and order in the usual way. When exchanging fewer than 3 pairs of glasses, shipping costs are added. If the glasses are part of our offer of 3 pairs of glasses at a certain price, please contact our customer service before you exchange. We give you a discount code so that you get the same price per pair of glasses as in the offer.

  • When will I receive my refund?

    If you return a product to us, we will refund the payments you made as well as shipping costs. You will automatically receive an email when we register your return in our warehouse. We will then refund the purchase price via the payment method used. It may take up to 14 working days before we receive the returned items and issue the refund.

    However, our free return policy does not apply in the following cases:

    1. If you purchased multiple items in one order and only regret part of your purchase, then we will not refund you the shipping costs.


    2. If you have chosen a shipping method that is more expensive than the cheapest shipping method we offer, you will not be reimbursed for the additional costs. We will refund you the amount immediately and in any case within 14 working days of receipt of your return. 

My order

  • Has my order been shipped?

    As soon as your order is dispatched from our warehouse, you’ll receive an email confirmation. The email contains a tracking number. This tracking number won’t be active until the courier tracks the first action. This might first be during the evening or early next morning.

  • Can I track my order?

    Yes. As soon as your order is dispatched from our warehouse, you’ll receive an email confirmation. The email contains a tracking number. This tracking number won’t be active until the courier tracks the first action. This will most likely be during the evening or early the next morning.

  • Can I cancel my order?

    Unfortunately, not. For fast delivery, we begin processing your order once it is received. If you no longer wish to have the item(s), you can return the order for free once the parcel has been received. Read more about our free returns here.

  • Can I modify my order after it's placed?

    Unfortunately not. Due to our efforts to ensure you receive your order as quickly and accurately as possible, we are unable to cancel or modify your order once it has been placed.

  • I typed in the wrong address, what should I do?

    If you typed in your address incorrectly you need to contact our customer service as quickly as possible. They are available at hi@luxreaders.com during weekdays. 

    If it's possible we'll change the address on the order right away.

    If the order has already gone through and it's not possible to change the delivery address on your order, then we will find another solution!

  • I received the wrong order?

    If you received the wrong product in your order, please contact our customer service and tell them which product you originally ordered with the order number so that we can provided you with a discount code if you purchased 3 pairs and are exchanging one incorrect pair.

    Then you have to return the package back to us in its original packaging, please use the return form on our website.

    You have to return the package to the same postal service, which delivered it to you in the first place.

Payment

  • Which types of card payment do you accept?

    We accept these credit and debit cards:
    Visa, MasterCard, Visa Electron, Maestro credit and debit card.

  • When will I be charged?

    When your order has been placed, your card will be authorised and you will receive an email confirming that your order has been successfully placed. Payment will first be taken once we have dispatched your order and shipped it from our warehouse.


    If your card is not authorised- payment will not be taken and you’ll be notified immediately on the screen that the payment was unsuccessful. Please note that even if a payment is unauthorised, some card issuers may still have a reserve of the money for the payment, meaning you will not be able to access that amount of money for a short while.

Sizing, models and diopters

  • Which sizes are available?

    Our glasses are available in different sizes. Most of our glasses are universal in size to cater for the majority, however, if they are labelled with "wide" or "narrow" this indicates a different fit in relation to the model's style. A single model is not always available in multiple sizes, as these are not "sizes" but indications with respect to the style and fit of the glasses. It will appear on the product here on the web shop if the glasses are particularly narrow or wide.

    When you have chosen your desired glasses in the web shop, you can scroll down to see the exact measurements.

    If you are unable to find the correct size for the spec you want to purchase, we have to inform you that they are unfortunately sold out.

  • Are your glasses unisex?

    Our glasses are all designed as unisex to equally cater to both male and female facial features. However, when you browse our website, you will notice that we often separate our glasses when showcasing men's and women's glasses. We do this only to show the best-selling products by gender to offer a more customised user experience. 

  • Which combinations of size and diopters are available?

    There are many different combinations of models, sizes and strengths. We do not always have the exact glasses you are looking for. Sometimes it may be because the glasses are sold out, in other cases it is because the desired fit does not exist in our product range.

    We only supply glasses that contains single vision lenses, which corrects only one type of vision in both lenses.

    You are always welcome to contact our customer service with a request. 

  • When are items back in stock?

    Often it can be difficult to say when a specific pair of glasses will be back in stock. We strive to always maintain our inventory at max or at least have a restock as quickly as possible.

    Until the desired glasses are back in stock, you can keep yourself updated on our collections page.

  • Is it possible to adjust the glasses?

    Yes, you can adjust the frames just a bit by bending it without using too much force.

Contact us

  • Email

    Did not find the answer you are looking for? Send an email to us at the email below:

    hi@luxreaders.com

    Please attach your order number when contacting our customer service.

    We respond to your inquiry as soon as possible and no later than within 24 hours on normal weekdays.

Our promise

100% Happiness Guaranteed

Happiness Guarantee ensures that we'll do what it takes for you to be satisfied with your Luxreaders. If your glasses don't fit, we'll help you return for free or exchange them. If your glasses break or you loose a screw, we'll replace them. Whatever it takes. No questions asked. Just reach to us. We're here for you.