FAQs

• What is your Return and Exchange policy?

  If you have received a damaged or defective product or an item that doesn’t match its description, you can raise a replacement request by emailing us at [email protected] . You can return your product within a period of 15 days. A full refund or a new product will be provided once we receive the product.
  
  The following conditions are to be met for processing an exchange or a refund:
  
  1. The serial number/ bar code should match
  2. All in-the-box accessories, freebies and combos should be returned along with the product.
  3. The product should be unused, unwashed, unsoiled, without any stains
  4. The product must be undamaged and without any scratches, dents, tears or holes.
  5. Product's original packaging/ box should be undamaged.
  
  * The field executive may refuse to accept the return if any of the above conditions are not met.

• What is the process to return my product?

  1. Initiate a return by sending us an email at [email protected].
  2. You will receive further details regarding the return.
  3. Pack the product as indicated
  4. Return the product to a pickup point or the item will be picked up by our travel partner.

• Can we cancel an order?

  You can cancel your order before the product has been shipped by sending us an email at [email protected] . Your entire order amount will be refunded.
  
  In case your product has been shipped but not yet delivered, you may still cancel the order by sending us an email. Your refund will be processed once we receive the product back from the courier.
  
  Unfortunately, an order cannot be cancelled once the product is delivered.

• How would you get a refund?

  Refunds will be sent back to your Credit Cards, Debit Cards, Net Banking or Bank Accounts (NEFT) after we receive and process your return. This process can take 3-5 days. Refund in the form of in store credit can take 1 business day.

• I do not know what size of the frame fits me?

  We have a frame size chart that will help you determine your size. To access this, scroll down to our home page to find the link “Know your frame size”

• How do I track my order?

  Once your order has shipped, we will send you an email with a link to the carrier’s website and a SMS with order tracking ID where you can track the order.

• What is the time taken to receive an order?

  Orders received are processed instantly and shipped within 48 hours. Deliveries are made anywhere between 3-7 days entirely based on the geographical location of the customer. Some of the farthest locations & locations outside India may take up to 10-15 days.

• Do we have Free shipping?

  Yes, we do offer free shipping depending on your geographical location and mode of shipment.

• Are my payment credentials secure?

  Lenspick uses secure and trusted payment gateways managed by leading banks for processing the payments. An additional layer of security is created by the Banks for providing through identity verification using the 3D Secure password service for online transactions.

• What methods of payment are accepted?

  We accept VISA, MasterCard, Maestro and American Express credit/debit cards.
  We also accept payments by Internet Banking, Cash-on-Delivery, E-Gift Vouchers and Wallets.

• Do we issue an invoice?

  Yes, Lenspick issues an invoice for every single transaction.

• How to reset my password?

  Follow this process to reset your password.
  
  Go to sign in > my account > my profile > Edit Personal Information > Enter new password > confirm new password

• Did you forget your password?

  Follow this process to reset your password.
  
  Go to sign in > click on forgot password > Enter your registered email ID > Click the link sent to your registered email ID > Enter new password > confirm new password

• Can I get assistance in selecting?

  Our team is equipped and happy to take calls and help you select your desired product. Call us at +91 9014442442 or email us at [email protected].

• Can I make changes to my shipping address?

  Yes, you can make changes to your shipping address before your order has been shipped from our warehouse by contacting us at [email protected] .

• What do I do if my order is damaged?

  If the order is damaged during transit, you can return it to us by contacting us at [email protected] . Our team will talk send you a new product as soon as we receive the damaged one.

• Do we offer eye testing?

  Yes, we offer free eye testing in our stores in Bengaluru and Hyderabad.

• Couldn't find the information you need?

  Please Contact Us at +91 9014442442 or email us at [email protected].