CUSTOMER SERVICE

CONTACT US

Have questions ?

 

They might be answered in our FAQ.
We tried to cover just about everything you need to know.

 

You can also email us at: info@soleluce.com

or fill in our contact form:

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FAQ

01

 

I’ve found the glasses I want but you're out.

 

Sometimes a specific style is so popular that we run out quickly. We'll try to maintain our inventory as much as possible so that you don't have to wait on a specific frame, but even then we sometimes do run low, especially because each model only has a limited quantity available. In the event that you can't select a frame, feel free to wait a couple days and we'll likely have filled our inventory. 

03

Has my order been sent yet ?

 

Feel free to give us a call to inquire about the status of your order, or just chat, or shoot us an email at info@glassesled.com. You will also receive an email confirmation with a tracking number once your order has been sent.

05

Can I return an order? 

We are pretty sure you will love your eyewear! But, if for any reason you are not completely satisfied, you may return your order for free within the first 30 days of placing it. We will credit your account for the full amount or give you a store credit for future purchases.

You may also exchange it for a different eyewear of an equal or lesser value. Exchanges can only be made one time within the first 30 days of placing the order. For you to receive your new eyewear, we need to have the original at our facility.

07

How do I start the return process?​

To begin the return/exchange process you must contact us at info@glassesled.com with the subject line “Return/Exchange Order”, or call us at 210-693-4899. A return shipping label will be provided without charge (Standard USPS shipping, available only for Continental U.S addresses). You must send back the eyewear that needs to be returned or exchanged within the next 7 days of receiving the return shipping label.

Once we receive the eyewear or at our facility we will start the process of return or exchange. Refunds will be made through the same payment method used to purchase the order. Note that although we will process the refund as soon as we receive the eyewear, it might take up to 30 days for it to show on your account.

09

Can I expedite my order? 

If you need your eyewear sooner, please call us at 210-693-4899, Monday through Friday, 9 a.m. to 5 p.m. ET before placing your order to determine whether or not we will be able to expedite shipping. Please note that expedited shipping includes additional costs and takes approximately three to four business days. Next day shipping may also be available for an additional fee.

02

 

Can you give me more information about the glasses?

We have professional opticians working around the clock to service you with any questions you have regarding form, fit, and style. Feel free to give us a call with any questions you might have about a specific pair of glasses and we'll ensure that your questions are answered.

04

Can I track my order ?

 

Yes, once your order is on its way you will receive a tracking number via email.

06

You’ve sent me the wrong items

 

Sorry to hear. Everyone makes mistakes. Call us and we'll be more than happy to fix ours. 

08

Can I cancel or change my order? 

We work very hard to process your order as soon as possible, this also means that although we will try our best to accommodate order modifications, we cannot guarantee them. If you would like to change or cancel an order, call us at 210-693-4899, Monday through Friday, 9 a.m. to 5 p.m. ET, or email us at info@soleluce.com with the subject line “Change/Cancel Order.”

If we are unable to make the requested change or cancellation because we have already shipped the order, we will provide you with a prepaid return shipping label so that you can still return the glasses after you receive them for a full refund or exchange. You must send back the order within the next 7 days of receiving the return shipping label, for the cancelation to be effective.

10

Delivery - How much is it and how long does it take?

All of our orders come with free shipping, which applies to the contiguous 48 U.S. States. Alaska, Hawaii, and U.S. territories are excluded. Free (standard) USPS shipping takes about 7 to 10 business days. Once your order is on its way you will receive a tracking number via email

Additional Delivery Information

 

Entering your shipping address correctly is very important as our mailing program will not capitalize, punctuate, or place spaces for you. If your package is to arrive at a commercial address (office, etc.) please indicate the company name. The postal service will not recognize individuals from commercial addresses. Missing or wrong information in your address will cause delays in your shipment. SOLELUCE will not refund or exchange products that were shipped to an address that had missing or wrong information therefore making them undeliverable.