Refund & Return Policy
We hope you love your new eyewear! However, if for any reason you're not completely satisfied with your order, we've made the return process as simple as possible. Please review the details below for our return, exchange, refund, and order modification policy.
365-Day Warranty
At MyLooL, we stand by the quality of our products. We offer a 365-day warranty starting from the date you receive your items. This warranty covers defects in materials and workmanship. However, please note that this warranty does not cover damage caused by accidents, misuse, or improper care.
14-Day Return & Exchange
If you're not satisfied with your eyewear for any reason, you can exchange, return, or request a credit within 14 days of receiving your order. Please note the following:
- Eligible Items: This policy applies only to items that are unused and in original condition.
- Non-Qualifying Returns: Refunds or exchanges for non-quality issues cannot be processed for items that are returned after the 14-day window has passed.
Each order is eligible for one exchange or return for any reason. Please note that if you exchange an item, the new order will not be eligible for another exchange or return.
Returns Due to Our Mistake
If we make a mistake with your order, such as sending the wrong prescription or the wrong items, we will:
- Provide you with a pre-paid return shipping label.
- Issue a replacement or a full refund.
- Alternatively, we can provide a full store credit to your MyLooL account.
Returns Due to Your Mistake
If you accidentally made a mistake in your order (such as entering the wrong prescription or selecting the wrong items), we are unable to provide a pre-paid return shipping label. In this case, you will be responsible for the return shipping costs.
Refund Process
- Refunds: If you request a refund, please note that the original shipping fee (if applicable) is non-refundable. Refunds (excluding the shipping fee) will be processed within 7 business days after we receive the returned items.
- Exchanges: If you request an exchange, we will send you the replacement items after we receive your returned package. Please ensure that the price of the replacement items is equal to or less than the original items. If there’s a price difference, we will request the additional payment.
Order Modification/Cancellation
If you wish to modify or cancel your order, please contact our customer service team as soon as possible. We can help with the following changes before shipment:
- Change of shipping address (except for changing the country)
- Merge multiple orders into one shipment
However, if the items are already under processing or shipment, we are unable to directly modify your order. You can contact us to cancel the order and place a new one if needed.
Please note that modifications or cancellations during different stages of processing may incur additional charges as outlined below:
| Order Stage | Frame Only & Accessories | Glasses with Prescription/Paid Lenses |
|---|---|---|
| Before Shipment but Being Processed | Free | 10% of the order amount |
| After Shipment | 30% of the order amount | 30% of the order amount |
How to Return or Exchange Your Item
- Contact Us First: Before returning an item, please contact our customer service team at support@mylool.com to confirm the return process and get the correct return address.
- Pack Your Return: Ensure that the items are in their original condition and packaging.
- Return Shipping: For exchanges and returns, customers are generally responsible for the return shipping fees unless the return is due to a mistake on our part.
Contact Information
If you have any questions or need assistance with a return, exchange, order modification, or cancellation, please feel free to reach out to us at:
Email: support@mylool.com
Our team is here to help, and we strive to make your shopping experience as smooth as possible.