Consulting Servive Center|WhereLight

fiestyfemale Time: 2025-07-29 21:23

Q: I just bought a set of glasses from you and then I tried to order another pair. It’s saying my card is no good. I just used it with you moments ago. I also was told by your websight I could by -one-get-one free. I got to checkout and it didn’t work. Help please!

A: Dear customer, About the order#20725292112052, do you try it again ? And about bogo discount, we are sorry to tell you that you need to add two pairs of glasses in the shopping bag at least, then you need to choose them and fill the promo code in the shopping bag before you pay the money. Did you choose two pairs of glasses and fill the code before you pay the money ?

Lynetta Jones Time: 2025-07-29 21:10

Q: Order 80725292059571 i have the incorrect shipping address. My correct address is. 1511 S. Tuxedo Ave. Stockton Ca 95204

A: Dear Lynetta Jones, We would like to tell you that we have corrected it for you

Lynetta Jones Time: 2025-07-29 21:03

Q: I need to change shipping address

A: Dear Lynetta Jones, We would like to tell you that we have corrected it for you

Lynetta Jones Time: 2025-07-29 21:03

Q: I need to change shipping ???? address

A: Dear Lynetta Jones, We would like to tell you that we have corrected it for you

Kristina Fay Time: 2025-07-29 20:32

Q: I need to change the address on my order to 1850 Keystone Pl Schaumburg, IL 60193. I recently moved. Otherwise, cancel my order.

A: Dear Kristina Fay, We would like to tell you that we have corrected it for you

Kristina Fay Time: 2025-07-29 20:29

Q: I need to change the address of my order or cancel it if I cant.

A: Dear Kristina Fay, We would like to tell you that we have corrected it for you

taylorleannbrown99 Time: 2025-07-29 20:11

Q: I paid for express shipping and my order is still processing…will I get compensation if they don’t arrive within the window I paid for?

A: Dear customer, We have checked your order and you placed the order on 27th July,2025. we are sorry to tell you that the shipping time exclude the production time. And we noted it on our website, if you don\'t see it, we are sorry for this. But we will rush the order for you.

Mary Campbell Time: 2025-07-29 15:53

Q: How do I make glasses into sunglasses on my order? It is available with this design but I can't seem to find the option anywhere. It does not come up when I am picking my prescription

A: Dear Mary Campbell, We would like to tell you that you can choose tint directly.

h.woodman1991 Time: 2025-07-29 13:00

Q: Do you fix broken frames. I sat on my sunglasses

A: Dear Heather Kreiensieck, We are sorry to hear that, please don\'t worry. We will try our best to help you. But in order to see which part causes problems, would you please take a photo of the glasses to show us the problem first?

Odessa Time: 2025-07-29 12:12

Q: Hi, I sent an order last night July 28. I would like to check if it was completed. There’s already a pending charge in my credit card but I didn’t get an email about my recent order. I appreciate your response. Thank you.

A: Dear Odessa, We would like to tell you that your order is being processed now

Amanda Savin Gries Time: 2025-07-29 12:00

Q: HI, I placed an order but my PD can't be accommodated. Will a refund be issued?

A: Dear Amanda Gries,ok, we will cancel your order and will refund you the money.

Amanda Clark Time: 2025-07-29 08:35

Q: My PD has two measurements and you do not have a numerical value of my PD to select. Can you help me? One eye is 30.5 and one eye is 30.5. Please help with ordering a pair of glasses and I putting my PD in on the order. Ty

A: Dear Amanda Clark, We are sorry for this, if you can not fill your PD value, we suggest you to choose other smaller frame. Because we can not process this frame with your PD. Every set of prescription lenses has an “optical center”, which should align with where you look through the lens. Pupillary distance is used to determine this and should be as accurate as possible. If you fill the incorrect PD , you will feel dizzy or fuzzy when you wear the glasses. But you can check the frames in this link: https://www.wherelight.com/eyeglasses?gooodsSort=1&pd=61

Linda Lipscomb Time: 2025-07-29 07:56

Q: I place a order BOGO. One of my glasses came with out prescription. I would like to order the free pair and retrun the frames that came with out the prescription.. thank u.

A: Dear Linda Lipscomb, We have checked your order and we find that you ordered red pair for \"frame only\". You didn\'t order prescription lenses for that pair. And we have offered you a coupon for that pair, you can find it in your email. Thank you.

asetformula666 Time: 2025-07-28 23:41

Q: I don't have a 25$ off coupon in my email ?? I'm trying to place an order and add my 25$ credit and use my 30% off promo code....this is causing me stress

A: Dear Marg Triplett, We would like to tell you that we have sent the coupon to you, but it seems that you don\'t receive it. So we sent it to you again. You can check your email. And we are sorry to tell you that this coupon can not be used with other promo code at the same time.

juliaparashko12 Time: 2025-07-28 21:26

Q: Hello lovely Wherelight people! I have received my glasses and they are just beautiful. Sadly however, and the fault is entirely mine, I uploaded a prescription for multi focal glasses but ordered single vision. I should have ordered NO PRESCRIPTION and chosen A MAGNIFICATION STRENGTH instead solely for reading, NOT DISTANCE. Sadly now my new gorgeous glasses are useless for my reading! I understand this is completely my fault, but would like to fix this and also order more glasses in the near future. Can you please advise what I can do? Thankyou so much, Julia Parashko from Sydney Australia.

A: Dear Julia Parashko, We are sorry for this, but we are sorry to tell you that the glasses are customized products, so once the glasses are made, they can no longer be changed and be sold to others. Concerning your case, we can offer you a $30 coupon which is more than the half cost of this order. You can use the coupon to place a new order and don’t need to return these eyeglasses. Would you please tell us whether you can accept it ?

Kuni Love Time: 2025-07-28 16:48

Q: The magnets in my frames have fallen out and I lost one before I was able to source glue. I'm wondering if there's anything you can do to help

A: Dear Kuni Love, We are sorry to hear that, please don\'t worry. We will try our best to help you. But in order to see which part causes problems, would you please take a photo of the glasses to show us the problem first?

Tiffany Miranda Time: 2025-07-28 16:03

Q: Hello I am trying to reorder a pair of glasses but cannot find them can you help

A: Dear Tiffany Miranda, Please tell us product\'s name so that we can find it . Thank you.

Ashley Richardson Time: 2025-07-28 15:56

Q: How do I fix that i need my glasses by the 9th

A: Dear Ashley Richardson, ok, we will rush the order for you.

kristenhagin Time: 2025-07-28 15:45

Q: I found a pair of glasses of yours on an add - where are they, I want to buy them.. They are pink on top with green on bottom - looking like a watermelon

A: Dear customer, We would like to tell you that you can find it here: https://www.wherelight.com/eyeglasses/frames/rectangle-balance-eyeglasses-4896.html?color=red

mcampbell0110 Time: 2025-07-28 12:11

Q: I ordered a pair of Photochromic Lenses and they do not chnage in the sunlight. I need a refund.

A: Dear Maggie Campbell, We are sorry to hear that,would you please put the eyeglasses on white paper in the sunlight directly at least 5 minutes and take a photo of it ? Or would you please put the eyeglasses on white paper in the sunlight directly at least 5 minutes and take a video of it ? Please don\'t put them in the car or put them at home. If the window of your car or window of home has UV protection film, the glasses will not change the color.

Ruby Moon Time: 2025-07-28 09:30

Q: Order# 20725111210582 I need to return my glasses. The info provided on the help page was of no use as the image provided did not match what was available. Please provide information for a full return. Thank you.

A: Dear Ruby Moon, We are sorry to hear that, would you please tell us the reason why you want to return first so that we can help you ? Thank you.

Cathy King Time: 2025-07-28 09:29

Q: Received glasses today! To heavy!! How do I return them and get a refund ?

A: Dear Cathy King, We are sorry for this, but we are sorry to tell you that the glasses are customized products, so once the glasses are made, they can no longer be changed and be sold to others. Concerning your case, we can offer you a $30 coupon which is more than the half cost of this order. You can use the coupon to place a new order and don’t need to return these eyeglasses. Would you please tell us whether you can accept it ?

rutholmeda55 Time: 2025-07-28 07:17

Q: Tengo problemas llenando la información de la receta. Esta la primera compra en la plataforma y necesito ayuda .Quiero realizar mi orden con la oferta el segundo par Gratis.Y estoy confundida en el formato de la plataforma. No se como se coloca la información del PD

A: Dear Ruth Olmeda, We have checked your original Rx and we would like to tell you that you need to fill PD value 67 if you order progressive lenses.

Aisha Shanklin Time: 2025-07-28 05:35

Q: Thank for contacting me back so quickly. I didn't know that the glasses were here, I didn't receive a notification, only that it was shipped. I did check my mailbox and my glasses were there. Thank you, I love the frames

A: Dear Aisha Shanklin, so glad to hear that, and we would like to tell you that we sent confirmation email and tracking number to your email address: Shanklin_aisha@yahoo.com, if you don\'t see them, they might be in your spam. Or you can log in your account, find that order and check the order status on our website directly. If you have any questions, please contact us when you are free.

tr_crenshaw Time: 2025-07-28 04:17

Q: I just ordered my glasses on 7/27/25 and today is 7/28/25. I know my order has not been started into processing andI need to cancel it and get a refund. My Order: 80725271617227

A: Dear Tausha Crenshaw, We can change the frames for you directly, are you sure that you want to cancel the order ? If you insist on that, we can cancel your order, but your order is being processed now,if you want to cancel the order, so we need to deduct 10% of order amount $21.4. So we will refund you the money $196.2. Would you please tell us your decision ?

tr_crenshaw Time: 2025-07-28 04:08

Q: I need to cancel Order: 80725271617227. Please refund my original payment option.

A: Dear Tausha Crenshaw, We can change the frames for you directly, are you sure that you want to cancel the order ? If you insist on that, we can cancel your order, but your order is being processed now,if you want to cancel the order, so we need to deduct 10% of order amount $21.4. So we will refund you the money $196.2. Would you please tell us your decision ?

Camille Bellmon Time: 2025-07-27 14:05

Q: I need to change the address of this order 80725251321406

A: Dear Camille Bellmon, Would you please tell us your correct address ? We will correct it for you.

Camille Bellmon Time: 2025-07-27 14:04

Q: I need to change the address of my most recent order

A: Dear Camille Bellmon, Would you please tell us your correct address ? We will correct it for you.

Aisha Shanklin Time: 2025-07-27 12:51

Q: Is there a phone number to contact you? Will I get a refund for the sooner shipping fee I paid?

A: Dear Aisha Shanklin, We have checked the tracking information and it shows that your item was delivered in or at the mailbox at 2:52 pm on July 24, 2025 in RADCLIFF, KY 40160. Do you check your mailbox ?

Aisha Shanklin Time: 2025-07-27 12:49

Q: I made my order over two weeks ago, I paid the extra shipping charge to get the glasses in no more than 14 days and I still haven't received my glasses. Can you help me with what the issue is?

A: Dear Aisha Shanklin, We have checked the tracking information and it shows that your item was delivered in or at the mailbox at 2:52 pm on July 24, 2025 in RADCLIFF, KY 40160. Do you check your mailbox ?

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