Customer Service

Frequently asked questions

hi@luxreaders.com
Please attach your order number when emailing our customer service

Response time within 48hr
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. Be aware that the delivery time could be affected by the COVID-19 pandemic which could add extra days to the delivery time to be between 10-14 days from the day of your order placement

  • Free returns?

    It is free to return your goods to us and you have a full return policy. Simply use the enclosed return slip which is free and always included in the package. Pack the goods securely in the same original packaging as they are received in.

    Read more about our free returns here

    However, the following cases are exempt from free returns:
    1. If you have purchased several items in an order and only regret part of your purchase, we will not refund the delivery costs.

    If you have chosen a delivery form that is more expensive than the cheapest form of delivery that we offer, you will not be refunded the additional cost. We will refund the amount without undue delay and in any case within 30 days from the date we received your return notice.

  • I did not receive my return in my package?

    If you did not receive a return label together with your order, then please contact our customer service. We can easily send you a new prepaid return label that you just have to print.

    Our customer service is available at hi@luxreaders.com where you can reach them within 24h on regular workdays! 

  • 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. Then you tick the attached return label on the package and hand in the package with the freight/cargo forwarder used in connection with the delivery of the package (via Royal Mail at your local Royal Mail post office).


    Note that the return shipment is only free if you use Luxreader's enclosed return label. You will automatically receive an email when we register your return in our warehouse. It can take up to 30 days for the payment to reflect in your bank account from the day you return your package. We then pay the purchase price to the form of payment used previously. 

  • How do I exchange my order?

    If you want to exchange some of the products that you've purchased, then you just have to return the products back to our warehouse that you'd like to be exchanged.

    All you need to do is:
    1. Pack the products you want to exchange back in its original packaging.
    2. Then fill out the return label with your order number and stick it on the package.
    3. Turn it over to the postal service that delivered the package to you (Royal Mail).

    When we have received the package at our storage facility, you will receive money back - it is this refunded money that you use to purchase products you'd like to exchange. Now all you have to do is repurchase the new models you want instead.

    Before doing so, please contact our customer service so you can get the same price unit if you ordered 3 pairs and are exchanging only 1 or 2 of those pairs. 
    If you are exchanging all 3 pairs, simply return them, get refunded and repurchase what you'd like.  

  • When will I be refunded?

    When you return a product with us, we will refund all payments received from you as well as any delivery charges. You will automatically receive an email when we register your return in our warehouse. We then pay the purchase price to the form of payment used. It can take up to 30 days for the money to reflect in your bank account as the delivery time and warehouse registration need to be accounted for as well as the implications of the pandemic.   

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

    1. If you have purchased several items in an order and only regret part of your purchase, then we will not refund the delivery costs.


    2. If you have chosen a delivery form that is more expensive than the cheaper form of delivery that we offer then you will not be refunded the additional cost. We will refund the amount without undue delay and in any case within 30 days from the date we received your return notice. 

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. We send parcels as tracked letters to some areas. If your parcel is a tracked letter then the tracking number won’t show any movement.

  • 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), we recommend using our free returns 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, then you just have to return the package back to us in its original packaging, using the prepaid return label.

    On the return label please just write the order number, since it makes processing easier for us. You have to return the package to the same postal service, which delivered it to you in the first place.

    After returning the package, just 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.

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.

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

  • 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.

    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?

    All our glasses have flexible hinges attached to them to give you the perfect fit.

    If the flexible hinges still don't fit well, you can adjust the frames just a bit by bending it without using too much force.