How do I place an order?

Select your preferred product, frame size, lens color, and any available lens options. If prescription information is required, please provide complete and accurate details before reviewing your cart and completing checkout.

Do I need to create an account?

No. You may place an order without creating an account. Please provide a valid email address, contact information, and complete shipping address so we can process your order and send order updates.

Can I change my order after placing it?

Please email [email protected] as soon as possible if you need to request a change. We will try to assist, but changes cannot be guaranteed after an order has entered processing or has been shipped. Prescription, customized, or personalized orders cannot be changed or canceled once production has started.

How can I check my order status?

Once your order has been shipped, we will send a shipping confirmation email containing your tracking number. You can track your package using the link in the email or through the carrier's website. Tracking updates may take 1-3 business days to appear after the package is handed over to the carrier.

What should I do if I cannot find my tracking number?

Please check your email inbox and spam folder. If you still cannot find the shipping confirmation email, contact [email protected] with your order number and the email address used at checkout.

What is included in the product price?

Product prices vary depending on the selected frame, lenses, and available options. The final amount shown at checkout includes the products, selected lens options, and any applicable shipping charges.

Product prices and shipping fees do not include VAT, import duties, customs fees, brokerage fees, clearance fees, or other taxes that may be charged by the destination country or region. Any applicable charges are the responsibility of the customer or recipient.

Can I cancel my order?

You may request cancellation before your order has been processed or shipped. Please contact us as soon as possible. Prescription, customized, or personalized orders cannot be canceled once production has started. Orders that have already been shipped cannot be canceled, but eligible items may be returned after delivery in accordance with our return policy.

What is the return and exchange period?

You may request a return or exchange within 60 days of receiving your order. To be eligible, items must be unused, unworn, free from scratches, damage, stains, or other signs of wear, and returned with their original packaging and included accessories.

Are any items not eligible for return or exchange?

Prescription lenses, customized or personalized products, and final-sale items are not eligible for return or exchange unless they arrive damaged, defective, or incorrect.

How do I request a return or exchange?

Email [email protected] within 60 days of receiving your order. Include your order number, the item you wish to return or exchange, and the reason for your request. If approved, we will provide the return address and instructions by email. Do not send a return to the sender address shown on the original package.

Who pays the return shipping cost?

For returns or exchanges due to personal preference, incorrect size selection, or other customer-related reasons, the customer is responsible for return shipping costs. If an item arrives damaged, defective, or incorrect, Gloojo will cover the approved return shipping cost.

What should I do if my item is damaged, defective, or incorrect?

Please contact [email protected] within 7 days of delivery. Include your order number and clear photos or videos showing the issue. Do not attempt to repair or modify the item before contacting us, as this may affect your eligibility for a replacement or other resolution.

When will I receive my refund?

After an approved return is received and inspected, the refund will be issued to the original payment method within 5-10 business days. Your bank or payment provider may require additional time to post the refund to your account.

How should I clean and maintain my glasses?

Rinse lenses with lukewarm water and use a small amount of mild liquid soap if needed. Dry them gently with a clean, soft, lint-free cloth. Avoid using harsh chemicals, paper towels, excessive force, high temperatures, or prolonged exposure to direct sunlight.

If you still have questions, please visit our Contact Us page or email [email protected].