Shipping & Returns

01 · The short answer

Support at a glance

“Delivery” means the carrier-recorded delivery date.

30

days to ask for help

One return, exchange or courtesy remake per pair. The remedy depends on what happened.

30

days for errors or defects

Free remake or replacement, or a full refund, after confirmation. LAKOH covers related shipping.

365

days of frame defect support

One replacement frame: free in days 1–30, or 50% off plus shipping in days 31–365.

02 · Start here

Why are you contacting us?

Choose the closest match. Click a card to see only the answer you need.

I changed my mindStyle, fit or preference

Contact us within: 30 days of delivery
Your options: One exchange using merchandise credit up to the amount paid, or a 50% refund.
Shipping: You pay return shipping and replacement shipping.
Uses your one solution?: Yes — for this pair

What to send: Order number, affected items, reason and preferred remedy.

Start a support request

I entered a detail wrongPrescription, PD, lens or frame

Contact us within: 30 days of delivery
Your option: One same-frame lens remake at 50% of the current replacement-lens price. Upgrades cost the difference.
Shipping: You pay return and remake shipping.
Uses your one solution?: Yes — for this pair

What to send: The prescription, PD, ADD or option that needs correction.

Start a support request

My doctor changed my RxCorrected prescription after delivery

Contact us within: 30 days of delivery
Your option: One same-frame lens remake with no lens remake charge after we receive the corrected prescription. Upgrades cost the difference.
Shipping: You pay return shipping. LAKOH covers one remake shipment.
Uses your one solution?: Yes — for this pair

What to send: Copies of the original and corrected prescriptions.

Start a support request

My progressives feel wrongAdaptation or viewing zones

Contact us within: 30 days of delivery
Your options: After a fit and order review, choose one approved lens remake, lens-type change or equal-value exchange. If you do not want a remake, you may request a 50% refund.
Shipping: You pay return shipping. LAKOH covers one remake shipment. Upgrades cost the difference.
Uses your one solution?: Yes — for this pair

What to send: The prescription and PD used, difficult viewing distance, and fit photos.

Start a support request

The order or item is wrongLAKOH error, wrong item or defect

Contact us within: 30 days of delivery
Your options: A free correction, remake or replacement, or a full refund of the affected item.
Shipping: LAKOH covers the related return and replacement shipping.
Uses your one solution?: No

What to send: Order details and clear photos or measurements.

Start a support request

My delivery has a problemDamage, wrong parcel or non-delivery

Contact us: Report the problem promptly
Your options: A replacement or full refund after the carrier and order review.
Shipping: LAKOH covers shipping needed for the approved remedy.
Uses your one solution?: No

What to send: Tracking, parcel label, packaging and damage photos when relevant.

Start a support request

03 · Full comparison

Compare all situations

Open the full table only when you want to compare the rules side by side.

Show the full eligibility table

Contacting us on time preserves your request while we review it. A request is not an approval.

Customer-paidLAKOH-covered after confirmationReview first

What happened?	Contact us by	What you may receive	Who pays shipping?	Uses your one solution?
Style, fit or preference	30 days	One exchange using merchandise credit up to the amount paid, or a 50% refund.	You pay return shipping and replacement shipping.	Yes — for this pair
You entered the wrong prescription, PD, ADD, lens or frame details	30 days	One same-frame lens remake at 50% of the current replacement-lens price. Upgrades cost the difference.	You pay return and remake shipping.	Yes — for this pair
Your doctor corrects the prescription after delivery	30 days	One same-frame lens remake with no lens remake charge after we receive the corrected prescription. Upgrades cost the difference.	You pay return shipping. LAKOH covers one remake shipment.	Yes — for this pair
Progressive lenses feel hard to use, but the order was made correctly	30 days	After a fit and order review, choose one approved lens remake, lens-type change or equal-value exchange. If you do not want a remake, you may request a 50% refund.	You pay return shipping. LAKOH covers one remake shipment. Upgrades cost the difference.	Yes — for this pair
LAKOH or lab error, wrong item, or confirmed defect	30 days	A free correction, remake or replacement, or a full refund of the affected item.	LAKOH covers the related return and replacement shipping.	No
Transit damage, wrong parcel or confirmed non-delivery	Report promptly	A replacement or full refund after the carrier and order review.	LAKOH covers shipping needed for the approved remedy.	No
Confirmed frame material or workmanship defect on days 31–365	365 days	One replacement frame at 50% off the replacement frame price.	You pay shipping and any confirmed lens-related charges.	Separate frame benefit

What to send

Style or fit: order number, affected items, reason and preferred remedy.
Customer-entered detail: the prescription, PD, ADD or option that needs correction.
Doctor’s correction: copies of the original and corrected prescriptions.
Progressive concern: the prescription and PD used, difficult viewing distance, and fit photos.
Wrong or defective item: order details and clear photos or measurements.
Transit issue: tracking, parcel label, packaging and damage photos when relevant.
Frame defect: clear photos or video showing the problem.

04 · Important details

Three rules to know

01

One satisfaction solution per pair

A return, exchange or courtesy remake uses the benefit for that pair. Fit checks and corrections for verified LAKOH errors or covered defects do not.

02

Normal at-home trial wear is allowed

Wear the glasses long enough to assess fit, vision and basic progressive adaptation. Keep them clean, complete, undamaged and unaltered.

03

A sale price is not automatically final sale

Discounted glasses keep the same support. Refunds use the amount paid; partial bundle returns may recalculate the remaining discount.

Side view of a man wearing eyeglasses, showing the frame fit at the temple

05 · Progressive-lens support

Give new progressives time to adjust.

A short adjustment period is normal. Wear them regularly for 7–14 days before deciding they are not right for you.

Wear them regularly and avoid switching back and forth with your old glasses.
Turn your head toward what you want to see. Use the top, middle and lower lens areas for distance, screen use and reading.
Make sure the frame sits level and does not slide. A small fit adjustment can improve the viewing zones.
If they are still hard to use after 7–14 days, contact us before the 30-day support window ends.

Read the progressive adaptation guide

06 · What happens next

Start a return, exchange or remake in 5 steps

Keep the written approval for your records.

1
Email us

Contact us within the right window. Include every affected item.
2
Send the details

Add the order number, reason, requested remedy, and useful photos or measurements.
3
Wait for approval

We confirm the remedy, value, charges, deadline and return address.
4
Pack and track

Send approved items within 14 days of approval. Use a traceable method and share the tracking number.
5
Refund or remake

After inspection, approved refunds are processed within 7 business days.

Ready?

Start with one clear email.

Include your order number, affected items, delivery date, what happened and the remedy you prefer.

Start a support request

Approved refunds go to the original payment method within 7 business days after inspection. Allow another 7–10 business days for your provider to post the funds.

07 · Before delivery

Shipping and production times

Track an order

Delivery options

$7.95
Standard9–18 business days
$9.95
Advanced5–13 business days
$24.95
Business Express4–8 business days

Standard shipping is free on orders over $65. Final options and prices appear at checkout.

Production before shipping

Non-Rx lenses1–2 business days
Single vision2–3 business days
Progressive and specialty3–7 business days

Lens complexity can change the processing time. Production and delivery time are separate.

08 · Plain answers

Prescription glasses return FAQ

Does the 30-day policy cover prescription and progressive glasses?

Yes. Single-vision, bifocal, progressive and prescription sunglasses are included when you contact us within 30 days of delivery. The remedy depends on what happened.

Can I wear progressive glasses while deciding whether they work for me?

Yes. Normal at-home wear needed to assess fit, vision and basic progressive adaptation is allowed. Keep the glasses clean, complete, undamaged and unaltered, and contact us before day 30.

Does a remake use my one satisfaction solution?

A courtesy remake for adaptation, preference, a customer-entered detail or a corrected doctor prescription uses the benefit for that pair. A correction for a verified LAKOH or lab error, wrong item, transit issue or covered defect does not.

Are promotional or discounted glasses final sale?

Not automatically. Discounted prescription glasses keep the same 30-day support and defect coverage. Refunds use the amount actually paid. A specific item is final sale only when its product page and cart clearly say so before purchase.

What if I entered the wrong prescription or my doctor changed it?

A customer-entered error may qualify for one same-frame lens remake at 50% of the current replacement-lens price. If your doctor corrects the prescription within 30 days of delivery, submit both prescriptions for one same-frame lens remake with no lens remake charge. Shipping and upgrade charges follow the table above.

Can I mail glasses back to the sender address on my parcel?

No. Email contact@lakoh.com, wait for written approval, and use the designated return address. Unapproved packages or parcels sent to another address may not be accepted or processed.

When will my approved refund appear?

After a required return passes inspection, an approved refund is processed to the original payment method within 7 business days. Allow another 7–10 business days for your payment provider to post it.

What if my progressive glasses make me dizzy or unsafe?

Stop using the glasses for unsafe tasks. Contact LAKOH within the policy window for an order and fit review.