Zeeloel Customer Service Policy

At Zeeloel, we’re committed to providing exceptional support for every customer—whether you’re shopping for women’s stylish frames, men’s durable work glasses, or kids’ playful, shatterproof pairs. Our customer service policy is designed to make your experience smooth, transparent, and stress-free, from your first question to post-purchase care. Below is a clear outline of our services, guarantees, and how to reach us.

1. How to Contact Us

We’re here to help whenever you need it. You can reach our dedicated customer service team through the following channel:

  • Email: Send your questions, concerns, or requests to [email protected]
  • Response Time: We aim to reply to all emails within 24-48 business hours (excluding weekends and public holidays). For urgent matters (e.g., missing orders, prescription adjustments), please mark your email subject with “URGENT” to prioritize your inquiry.

2. Pre-Purchase Support

We want you to feel confident before you buy—especially when choosing eyewear that fits your vision needs and style. Our team offers:

  • Product Guidance: Need help selecting the right frame size (e.g., for a child’s growing face or a man’s broad features)? Or unsure about lens options (blue light protection, anti-glare, prescription strength)? Reach out, and we’ll share detailed product specs, fit tips, and recommendations tailored to you (or your family member).
  • Prescription Verification: If you’re ordering prescription glasses, we can help confirm that your prescription details (sphere, cylinder, axis, pupillary distance) align with our lens requirements—just share a clear copy of your prescription, and we’ll double-check for accuracy.
  • Style Advice: Whether you’re looking for women’s on-trend acetate frames or men’s classic metal styles, our team can suggest options that match your wardrobe or preferences.

3. Order Processing & Tracking

  • Order Confirmation: Once you place an order, you’ll receive an immediate email confirmation with your order number, item details, and estimated shipping date. If you don’t receive this within 1 hour, check your spam folder or contact us to verify your order.
  • Production Updates: For prescription glasses (which require custom lens crafting) or kids’ adjustable frames, we’ll send a follow-up email when your order moves to production (typically within 1-2 business days) and another when it’s shipped.
  • Shipping Tracking: Once your order ships, you’ll get a tracking number via email to monitor delivery progress. If tracking information isn’t updating after 3 business days, contact us, and we’ll resolve any shipping delays with our logistics partners.

4. Returns & Exchanges

We understand that eyewear needs to fit perfectly—so we offer flexible returns and exchanges for most items, with a few exceptions (see below).

Eligibility

  • Timeframe: Request a return or exchange within 30 days of delivery.
  • Condition: Items must be unused, in their original packaging (including dust bags, cases, and tags), and free from scratches, marks, or damage. Prescription lenses are custom-made, so they can only be returned if there’s a manufacturing defect (e.g., incorrect prescription, lens scratches) or if we made a mistake in your order (e.g., wrong frame style).

Process

  1. Email us at [email protected] with your order number, reason for return/exchange, and photos (if reporting damage or defects).
  2. Our team will review your request within 2 business days and send a pre-paid return label (for eligible U.S. orders; international customers may receive a refund for return shipping costs upon providing proof of delivery).
  3. Ship the item back to us. Once we receive and inspect it (3-5 business days after delivery to our warehouse), we’ll process:
  • Refunds: Issued to your original payment method within 5-7 business days.
  • Exchanges: Send your new item within 1-2 business days of inspecting the returned product (free of charge for U.S. orders).

Exceptions

  • Custom engraving or personalized frames (e.g., kids’ glasses with names) are non-returnable unless defective.
  • Sale or clearance items are final sale—no returns or exchanges, unless there’s a manufacturing defect.

5. Post-Purchase Support

Our service doesn’t end when you receive your glasses. We offer:

  • Fit Adjustments: If your frames feel loose (e.g., a child’s adjustable nose pads need tweaking) or tight, contact us for step-by-step guidance on at-home adjustments. For more complex issues, we can recommend local optical shops that offer complimentary adjustments (we may reimburse adjustment fees up to $15 with proof of payment).
  • Warranty Coverage: All Zeeloel glasses come with a 90-day manufacturer’s warranty against defects in materials or craftsmanship (e.g., broken hinges, peeling frame coating, lens delamination). This warranty does not cover damage from accidental drops, scratches, or improper use. To claim a warranty, email us with your order number and photos of the defect—we’ll either repair or replace the item free of charge.
  • Prescription Corrections: If your prescription lenses are incorrect (e.g., blurry vision despite accurate prescription submission), contact us within 14 days of delivery. We’ll verify your prescription and send a replacement pair of lenses at no cost.

6. Privacy Commitment

Your personal information (e.g., name, address, prescription details) is safe with us. We never share your data with third parties for marketing purposes, and we only use it to process your order, provide customer service, and comply with legal requirements.

We value your trust—and we’re always looking to improve. If you have feedback about our customer service, please share it with us at [email protected]. Thank you for choosing Zeeloel for your family’s eyewear needs!