Returns & Exchanges
When will I get my order?
The processing time depends on several things: the type of order, whether your order is complete (do we have your prescription?), and when you place it. Here’s what you can expect:
|Single-vision glasses||7-10 business days (including 2-3 for shipping)|
|Single- vision sunglasses:||10-12 business days (including 2-3 for shipping)|
|Progressive glasses and sunglasses:||10-12 business days (including 2-3 for shipping)|
|Non-prescription glasses and sunglasses:||5 business days (including 2-3 for shipping)|
|Transition and computer glasses:||7- 10 business days (including 2-3 for shipping)|
|Polarized glasses:||10-12 business days (including 2-3 for shipping)|
|E-gift card:||Within an hour of ordering. E-gift cards scheduled for future delivery will be sent on the morning of the requested date.|
What does shipping cost?
Shipping and exchanges are free for Singapore orders.
Do you have international shipping?
Yes we ship internationally. All international orders have a $SGD 15 shipping fee for each pair of eyewear ordered.
Can I get my glasses expedited?
If you need your glasses in a hurry, give us a call at +65 6702 3480, Monday–Friday, 10.30 a.m.– 10.00 p.m., to talk about expediting your order at our labs for an extra $30.
What is your exchange and return policy?
Currently we provide 3 different warranty packages, please refer to the table below for more information. When you purchase any Visual Mass eyewear, a free warranty package is provided for you. However, to ensure that your Visual Mass eyewear lasts even longer, do consider the $50 or $30 warranty packages we have.
|Warranty Packages||Free (comes with purchase)||$30||$50|
|Full Returns/ Refunds||7 days||30 days||60 days|
|Lens Exchange*||30 days||60 days||1 year|
|Lens Coating||-||1 year||Unlimited|
|Frames Exchange**||30 days||1 year|
|Packaging||-||-||Additional casing upon request|
*Lens Exchange: Only valid for inappropriate prescription resulting from unstable eye power. Free eye exam and prescription lenses included.
**Frames Exchange: Warranty covers the exact same pair of eyewear purchased. Additional top-up required if customer wish to change to a different frame design.
How do I set up a return or an exchange?
Give us a call at +65 6702 3480, Monday–Friday, 10.30 a.m.– 10.00 p.m., or email us at firstname.lastname@example.org so we can get started on the return or exchange process. We’d love to hear your feedback too.
What if I’m not happy with the fit of my frames?
We want you to love the look and feel of your new frames, so if they fit anything less than comfortably, let us know! Our glasses are only available in one set size, but we’d be happy to recommend a style that might fit you better. Adjusting your frames is also another easy option to improve the fit. Find a retail location that offers adjustments here.
What do I do if I want to replace the lenses on my own frame?
We can’t replace lenses in non-Visual Mass frames, but we are happy to put brand new lenses into your Visual Mass glasses and sunglasses. If your Visual Mass lenses coating have peeled within the first year, we’ll replace them for you absolutely free! Give us a call at +65 6702 3480, Monday–Friday, 10.30 a.m.–10.00 p.m., or email us at email@example.com to set up a replacement.