Customer Help

If talking to a real-life human is more your thing, you can reach our Customer Happiness Team via email (below).

How can we help?


Products & Sizing

Why do I need prescription glasses?

A prescription eyeglass corrects your vision by allowing your eye to project light onto the right spot on your retina. When your eyes aren't able to focus an image onto your retina, you need the right lenses.

What's the best way to buy prescription glasses online?

Getting a prescription from your eye doctor, optometrist or ophthalmologist is the first step before buying eyeglasses online or in-store. As soon as your doctor determines your diopter strength and pupillary distance, head online to your favorite store and pick a frame style based on your taste.

How do I submit my prescription?

You can either fill in the prescription form or upload your valid prescription as a PDF, JPG, or PNG file during the ordering process.

What is pupillary distance (PD)?

The PD is the distance between the centers of your pupils in millimeters. This information is necessary to properly center your prescription correctly in your frames. It's important to note that the average PD is between 57 and 65mm. You may have two PD values - one for each eye. It is best to get this measured by your eye care professional.

How do I find my pupillary distance (PD)?

In case your doctor didn’t include your PD measurement with your prescription, follow these easy steps to find your PD before you start your order:

1) Place a ruler or credit card against your forehead and line up an edge with your right pupil

2) Looking straight ahead, mark the location of your left pupil on the ruler or credit card

3) Repeat multiple times and take an average measurement to ensure an accurate PD.

How long should it take to adjust to my new eyeglass prescription?

The adjustment period depends on various factors. If you are a first time glasses wearer, it could take up to two weeks to adjust to your new visual aids.

What type of lenses do you offer?

For optical eyeglasses we offer single vision lenses, progressive lenses, high-index lenses, blue light-blocking lenses and non prescription lenses. Single visions include nearsighted lenses and farsighted lenses.

Should I get thin, high index lenses?

If your prescription is stronger than -4.00, it would be beneficial to get thin, high index lenses to decrease the weight and increase optical clarity.

Does Lakoh offer blue light reading glasses?

Yes, you can get reading glasses in your preferred power or diopter just like you shop in-store or from your optometrist. We also offer custom prescription reading glasses that can be made to order according to your prescription.

Which Lakoh Fit My Face Best?

Finding the right eyeglasses that fit your face well is a matter of personal style and preference. However, there are some general guidelines you can follow to help you choose frames that complement your face shape. Here are some tips:

Determine your face shape: The first step is to identify your face shape. Common face shapes include round, square, oval, heart-shaped, and diamond-shaped. Look in a mirror and observe the outline of your face to determine your shape.

Consider contrasting shapes: Look for frames that contrast with your face shape. For example, if you have a round face, opt for frames with angular or rectangular shapes to add definition and balance. Conversely, if you have a square face, round or oval frames can soften your features.

Choose frames that are proportionate to your face: The size of the frames should be proportional to your face size. If you have a small face, avoid oversized frames that might overwhelm your features. Similarly, if you have a larger face, avoid tiny frames that may appear disproportionate.

Pay attention to frame width: The width of the frames should align with the widest part of your face. Ideally, the frames should not extend beyond the edges of your face.

Consider your skin tone: Take into account your skin tone when selecting frame colors. Cooler skin tones (rosy undertones) generally work well with silver, black, blue, or pink frames. Warmer skin tones (golden or peachy undertones) tend to complement frames in shades of brown, gold, tortoise, or warm colors.

Think about your lifestyle and personal style: Consider your daily activities and personal style when choosing frames. If you have an active lifestyle, you might prefer lightweight and durable materials. If you prefer a classic look, conservative frame styles might be more suitable, while those seeking a bold fashion statement might opt for unique and trendy designs.

Ultimately, it's essential to try on different frames and see how they look on your face. Visit an eyewear store or try online virtual try-on tools that allow you to see how different frames look on your face using a photo or live camera. Experimenting with different styles will help you find the eyeglasses that make you feel confident and enhance your facial features.

We recommend taking our quiz to figure out which styles would be best for you: Find My Frame →

You are also welcome to reach out to our support team at, and one of our customer experience specialists will be happy to help you find a frame.

What index of lenses should I choose?

The index of lenses you should choose depends on your prescription, personal preferences, and lifestyle. Here's a general guide to help you understand different lens indexes and their benefits:

Standard index (1.57): Standard index lenses are suitable for low to moderate prescriptions. They provide good optical clarity and are typically the most affordable option. However, they may be thicker and heavier for stronger prescriptions.

Mid-index (1.61): Mid-index lenses are thinner and lighter than standard index lenses. They are a popular choice for prescriptions with moderate to high power. These lenses offer improved aesthetics, reduced lens thickness, and lighter weight, making them more comfortable to wear.

High-index (1.67 - 1.74): High-index lenses are even thinner and lighter than mid-index lenses. They are ideal for stronger prescriptions, as they reduce lens thickness and overall weight significantly. High-index lenses are more aesthetically appealing and can provide better visual comfort, particularly for those with high levels of nearsightedness or farsightedness.

It's important to note that as the index of the lens increases, the cost generally increases as well. Factors such as your frame choice, budget, and personal preferences can also influence your decision.

If you have additional questions regarding Lenes index, you are also welcome to reach out to our support team at


What size should I buy?

If you’re not quite sure which size is right for you, refer to our size guides. They’re located underneath the available sizes for each of our products.

Can I cancel my order?

We completely get it, we change our minds too! While we wish could, once an order is placed, we are unable to alter or cancel it at this time. We hope to have a cancellation window one day in the future.

Should the item(s) not work out, make sure to exchange for a preferred style or return for a refund. As a reminder, domestic return shipping is free.

If I Don't Have My Prescription On Hand, Can I Submit It Later? Within What Time Frame?

You can submit your order without a prescription, but we cannot begin processing your order until we receive a valid prescription. You'll be prompted by email to send our support team your prescription shortly after completing your purchase.

Once your prescription has been received and approved, you will be sent a confirmation email from our optician team. If we do not receive your prescription within a month of purchase, your order will be canceled and refunded.

If you have any questions or need additional time to acquire your prescription, please contact us at

QuestionCan I order more than one pair of glasses per order?

Certainly! Lakoh allows you to order multiple pairs of glasses in a single order. Here's a step-by-step guide on how to do it:

Start by adding a pair of glasses to your Shopping Cart.Once you have added a pair, locate the "Continue Shopping" button in the middle or at the bottom-right of the Shopping Cart page.

Click on the "Continue Shopping" button to browse and select the next pair of glasses you want to order.

Repeat the process of adding the desired glasses to your Shopping Cart until you have selected all the pairs you wish to order.

After you have added all the glasses to your Shopping Cart, proceed to the checkout process to review your order details.During the checkout process, provide your shipping address, payment details, and any other necessary information as prompted.

Complete the order by following the remaining steps as provided by Lakoh's ordering system.It's important to note that the shipping fee for most shipping methods will generally remain the same regardless of the number of pairs of glasses in your order.

If you have any further questions or need assistance while placing your order, you can contact Lakoh's customer support team( for additional guidance.

What is necessary to place order at Lakoh?

1.Prescription details: You will need to provide your valid eyeglass prescription. The prescription should include information such as the sphere (SPH), cylinder (CYL), axis (AXIS), and pupillary distance (PD). These values determine the lens power and other specifications needed to create your lenses.An eyeglass prescription is necessary to process your prescription glasses. (If there is no problem with your eye and you do not need prescription lenses, you could choose non-prescription lenses)An eyeglass prescription is a pad issued by your eye doctor after an eye exam, specifying all the numbers and signs which is used for us to produce eyeglasses for you. Please make sure it's a valid eyeglass prescription (make sure it’s not for contacts!).Your PD may be reflected on your prescription. If not, you can use the PD measuring tool at checkout or contact your eye doctor.

2.Personal information: Provide your full name, shipping address, email address, and contact number. This information is necessary for processing and delivering your order.

3.Payment details:We accept ways of payment via PayPal/Credit Card/Debit Card currently, which will guarantee a convenient and secure payment environment. If you don't have a PayPal account, you can also pay using a credit card/debit card.

4.Frame selection & Lens preferences:

Frame selection: Choose the specific frame model you want to order from Lakoh's collection. Ensuring it aligns with your style and preferences.

Lens preferences: Specify any lens options or enhancements you desire. This may include lens index and lens design (e.g., single vision, reader, progressive).

Can I add a discount code?

Discount codes can be applied to full price items and cannot be combined with other discounts or applied to sale items.

Can I add glasses to an order once I pay for it?

We apologize for the confusion. You are correct that once an order has been placed, it may not be possible to add more glasses to that specific order. However, if you wish to add more glasses to your purchase and have already placed an order within the last 24 hours, there may be an option to combine the two orders.

In such cases, it's recommended to contact Lakoh's customer service as soon as possible. Inform us that you have recently placed an order and would like to add more glasses to it. If the additional order is going to the same shipping address and falls within the 24-hour timeframe, customer service may be able to combine the two orders into one shipment and refund any duplicate shipping fees.

To initiate this process, reach out to our customer service team through our provided contact channels ( We will guide you on the necessary steps to combine the orders and address any potential refund for the shipping fees.

Remember to act promptly and contact customer service within the specified timeframe to increase the likelihood of combining the orders and obtaining any applicable shipping fee refund.

Shipping, Returns & Exchanges

We use all major carriers, and local courier partners. You’ll be asked to select a delivery method during checkout.

What is the shipping policy?

Once your order is placed, you will receive a confirmation email letting you know that our fulfillment team has received your order. Once your order is fulfilled, you will receive an email notification with your tracking information. Shipping fees are non-refundable in the case of returns.

Do you offer expedited shipping?

Yes, we offer Express Shipping worldwide (must be a physical address, cannot be a PO Box):

Do you ship overseas?

Yes, we ship all over the world. Shipping costs will apply, and will be added at checkout.

How do you handle shipping delays?

At Lakoh, we strive to ensure smooth and timely shipping of your orders. However, there may be instances of shipping delays due to various factors beyond our control. Here's how we handle shipping delays:

Reliable shipping methods: We primarily use USPS or DHL EXPRESS SHIPPING for their stability and fast delivery. These methods are recommended to ensure your order reaches your address on time.

Processing and shipping time: We have specific processing and shipping times for different countries. Please refer to our shipping information for details on delivery times and associated fees.

Accurate shipping address: We kindly remind you to enter your shipping address correctly during checkout. If you are shipping to a company address, please include the company name as an integral part of the address.

Unforeseen shipping delays: Occasionally, shipping delays can occur due to unforeseen circumstances such as weather conditions, customs safety inspections, and other factors.

We understand the frustration this may cause and assure you that we will take responsibility for any logistics problems. Our customers will not bear any loss in such cases.

Refund for shipping delays: If your order experiences a shipping delay of a few days, we will refund your shipping fee as a gesture of goodwill.

Extended delays and lost orders: If your order exceeds the estimated time of arrival (ETA) by one week or more and there is no updated shipping tracking information, please contact our customer service at We will work with you to find a suitable solution.

Lost orders: In the unfortunate event that your order is confirmed as lost (tracking information shows "delivered," the address is correct, and no news is available after contacting the local courier), we will remake your order free of charge.Please note: Express couriers cannot ship to PO Box addresses. We kindly request you to provide a physical shipping address or choose Standard Shipping if you have a PO Box address.

If you have any further questions or concerns regarding shipping delays or any other issue, please don't hesitate to reach out to our customer service team at We are here to assist you.

How do I track my order?

To track your order and obtain the latest status and details, please follow these steps:

a. Click on the 'Track Order' link. You can find this link on our website. Enter the email address you used to place your order or input the tracking number provided once your glasses have been shipped out.

b. If you have created an account on our website, you can log in and check the status of your order and its details from your account dashboard.

c. If you are unable to track your order using the above methods, please send an email to, our Customer Service Department. Alternatively, you can contact our online customer service for further assistance.

d. For specific order inquiries, please fill out the relevant order form by clicking on the following link: Order Inquiry Form.

e. Chat with our online agents for real-time assistance. They will be available to help you with any questions or concerns you may have.

By following these steps, you should be able to track your order and stay updated on its status. If you have any additional questions or need further assistance, please feel free to reach out to our customer support team.

Why is there no update of my package?

We understand that it can be concerning when there is no update on the status of your package. In international shipping, it is not uncommon for there to be delays or a lack of timely updates in tracking information. Here's what you can do:

Be patient: International shipping processes can sometimes take longer than expected. We recommend waiting patiently for your package to arrive.

Contact Lakoh: If there have been no updates on your order for over two weeks, please reach out to Lakoh's customer support team. We will assist you in tracking your package and providing the necessary information.

Express company assistance: In some cases, the express shipping company can provide more detailed tracking information. Upon contacting Lakoh's customer support, we will work with the express company to track your package and provide you with the latest updates.

Please keep in mind that delays in international shipping are often beyond our control. We appreciate your understanding and assure you that we will do our best to assist you in tracking your package and resolving any issues.

If you have any further questions or concerns regarding your package, please don't hesitate to contact our customer support team.

How to Return My Glasses?

To return your glasses to Lakoh, please follow these simple instructions:

1.Contact Lakoh: Send an email to within 30 days of receiving your eyeglasses. Notify them about your intention to return the glasses and provide your name, order number, email used for the order, and a brief note explaining the reason for the return.

2.Securely package the glasses: Ensure that the glasses are packaged securely to protect them during transit. It's recommended to include a note inside the package with your name, order number, email, and a brief description of the reason for the return. If applicable, you may also include a copy of the prescription and PD (Pupillary Distance) that you received from your doctor.

3.Traceable shipping method: To prevent any issues with lost shipments, it is advisable to use a traceable shipping method when returning the glasses. This way, you can track the package and ensure its safe delivery to Lakoh.

4.Postage responsibility: Please note that you will be responsible for covering the cost of the return postage. Lakoh does not provide prepaid return labels, so you will need to bear the return shipping expenses.

Following these instructions will help facilitate the return process and ensure that Lakoh can inspect and process your return smoothly. If you have any further questions or need clarification, don't hesitate to contact Lakoh's customer support for assistance.

Can I change or cancel my order once it has been placed?

It happens to the best of us! We apologize for any inconvenience caused. If you accidentally entered the wrong shipping address, we understand the urgency to correct it. Here are the steps you can take:

1.Contact us promptly: Email us at to notify us of the incorrect shipping address. Please provide your order details and the correct shipping address in your message. We will do our best to accommodate your request.

NOTE:Please note that our offices are open Monday to Friday from 6:00 PM to 3:00 AM PST. We will respond to your email as soon as possible during our business hours.

2.Timing is crucial: To expedite the process, it's important to reach out to us as soon as you realize the error. Our system is designed to process and ship orders quickly, so modifying the address becomes challenging once the order is in progress.

Once an order has been placed on Lakoh, the ability to change or cancel the order depends on its status and certain conditions. Here's a breakdown of the possible scenarios and associated charges:

Unpaid order:

Complete payment promptly: If you have an unpaid order, it is recommended to complete the payment within 3 days of placing the order. Failure to do so may result in the order being canceled automatically.

Automatic cancellation: If the unpaid order exceeds the 3-day limit, Lakoh will cancel it. This can happen if certain items become sold out during that time.

Paid order:

Modification or cancellation: If you wish to modify or cancel a paid order, contact Lakoht's Customer Service Team ( after placing the order.Price difference: If the modification results in a price difference, an extra charge may be generated.

Additional charges:Before Customization: Free of charge for modifications or cancellations.

During Customization: 10% of the order amount as an additional charge.After Shipment: 30% of the order amount as an additional charge.

Refund request after shipment: If you request a refund after the glasses have been shipped and are in transit, Lensmart can only refund 70% of the order amount due to the associated costs. Additionally, you will need to return the glasses to their warehouse after receiving them.

3.Tracking information received: If you have already received the tracking information for your order, we recommend contacting the shipping company directly to attempt an address change. Once the package has left our facility, we have no direct control over the shipment, and the shipping company will be best equipped to assist you. Unfortunately, for security and privacy reasons, we are unable to contact the shipping company on your behalf.

We apologize for any inconvenience this may cause and appreciate your understanding. Rest assured, we will do our best to assist you in rectifying the shipping address issue.

Get in touch

Have questions about your order, or a general enquiry?