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Claiming defective products

We’re sorry to hear that there’s something wrong with your order. We’ll do our best to assist you. Please log in or manually enter the email address and order number associated with the purchase. *Required fields

Quality complaints form

For quality complaints concerning glasses, it is necessary to:: describe the problem

attach photographs showing the defect
For quality complaints concerning contact lenses, it is necessary to:: describe the problem

enter the package lot number

attach photos of the defect found, if visible

enclose a recent contact lens prescription
Photo of the product: Please attach photographs of the problematic products to your complaint to help us solve your problem more quickly.
Important: Do not discard any of the products subject to the complaint until the conclusion of the complaint.
Replace the product: If your prescription has changed or you need a new type of lens, take advantage of our 365-day contact lens guarantee. Make sure the packaging meets the requirements.

If you would like to return the product within the cool-off period, please fill in our return form.