Shipping, Returns & Warranty

Worldwide delivery typically takes 7–14 days. Prescription orders add 3–5 days for lab work.

You’ll receive an email with a tracking link as soon as your order ships. Track from your account at any time.

For most destinations, lool pre-pays import duties and taxes, but some countries may occasionally require a payment. If you receive a customs duty or tax notice, contact us before paying so we can offer the best solution. Duties paid without lool confirmation are not reimbursable.

Within 365 days of delivery, if your pair shows a material or workmanship defect (frame breakage, broken welds, peeling coating, lens delamination, etc.), we remake an identical pair free of charge — you do not need to return the original. How to claim: sign in to your account → find the order → request after-sales support → upload photos of the issue → we review within 24 hours → reshipment arranged. Not covered: accidental drops, crushing, scratches, damage from chemicals/heat/pets, normal fading, loose screws, and similar wear-and-tear.

If your purchase is a plano pair (no prescription — decorative, blue-light, sun, etc.) and you are unhappy for personal reasons (style, color, or size), request a return or exchange within 30 days of delivery. You cover the international return shipping back to China (use a tracked courier). Once we receive the frames we will either exchange (ship a different style) or refund (item value paid; original shipping is non-refundable). Please note the following return instructions: Do not send returned items to the address on the package. That address is incorrect. Please use the return label we provide or the address you received from our customer service team.

Custom prescription lenses (myopia, hyperopia, presbyopia, astigmatism, progressive, etc.) are made-to-order from your personal Rx and cannot be resold, so they are not eligible for return based on personal preference or fit. They are only eligible for warranty or remake when: there is a quality defect (handled under the 365-day warranty above); we made a production error (prescription does not match what you uploaded, wrong frame or wrong lens type — handled under “Our responsibility” below); the package arrived damaged in transit (also handled under “Our responsibility”).

In the following cases we reship the correct pair free of charge or issue a full refund (shipping included), with no need to return the item: we shipped the wrong style, color, or lens type; the prescription was produced incorrectly (does not match the Rx you uploaded); the package arrived damaged in transit (please share unboxing photos); a clear production defect.

Bulk orders: on single orders of more than 5 plano pairs, personal-reason returns are handled normally for the first 2 pairs; the remainder is refunded at 10%. Color and size tolerances: minor color variation and ±1mm dimensional tolerance are not considered quality issues. Prescription validity: we only accept prescriptions issued within the last 12 months.

Live chat: bottom-right of the site, 24/7. Email: support@lool.work. This policy is designed to be fair and transparent. For special cases, our support team will work with you on a tailored solution.