A return is only eligible if the item is in its original packaging, unworn or unused, with tags, and in the same condition as when you received it. There may be a shipping charge for a one-time return or replacement, however, the eyeglasses will be free of charge.

 

In the event that a return is necessary, please contact us at support@lakoh.com within 30 days of receiving your order. We will send you instructions on how and where to send your package if your return request has been accepted. 

 

Then you need to ship the item(s) back and notify our customer service team to initiate the refund or replacement. Please note that returns will need to be sent to the following address: No. 28, Lane 341, Jiuxin Road, Jiuting Town, Songjiang District, Shanghai. You can always contact us for any return questions at support@lakoh.com.

 

Note: items sent back to us without first requesting a return shall not be accepted.

 

Exchanges

Feel free to request an exchange if the item you receive does not match the one you ordered online. You will be required to submit a photo as proof in this case. You may request a replacement pair with the same order details or contact our customer service team if you wish to make any changes to your order. We should deliver a new item within 2 days since your request is accepted.

 

Refunds

Once we have received and inspected your return, we will notify you whether a refund has been granted. You will be automatically refunded on your original payment method within 10 business days if your application is approved. 

It may take some time for your bank or credit card company to process and post the refund. Please contact us at support@lakoh.com if it has been over 15 business days since we approved your return.

Note: the original shipping fee shall not be refundable

 

Shipping Cost

Any quality issue because of manufacturing proccess, the shipping cost of return is on our part. 
Any issues due to factors other than manufacturing--- for example you just changed your mind about the item's style,or the sizes you filled in when ordering don't fit, or if the item is damaged during delivery---- kindly note that these are beyond our control. And if you wish to return or exchange the item, you will be charged for the shipping fee of return.

 

Exceptions

Our 30-Day Free Return Policy and 365-Day Guarantee provide you with peace of mind. Both warranties do not cover damage and/or return requests caused by mismeasure, accidents, negligence, or improper care.

 

Damages And Issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

 

Non-Returnable Items

Please note that custom products such as prescription glasses & special orders cannot be returned. Please get in touch if you have questions or concerns about your specific item. personalised items such as prescription glasses, customized glasses boxes, gift glasses are not refundable.

 

 

 

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FAQ

What’s the best way to contact LAKOH Customer service?

You can email, call, or start a Live Chat and get the best customer service!

How can I email LAKOH customer support?

Reach out to us anytime via email at support@lakoh.com, or by filling out the email form on our Contact Us page. We're eager to assist you and will respond promptly!

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):https://www.lakoh.com/pages/shipping-tracking

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 support@lakoh.com. 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 support@lakoh.com. 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 support@lakoh.com, 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.