Consulting Servive Center|WhereLight

melissamendell Time: 2026-06-11 23:13

Q: Hello. I'm very disappointed that the Rebecca frame is now out of stock since my original order. Can I please get the Maggie in black to replace it? Thanks.

A: Dear Melissa Mendell, Thanks for your understanding. We would like to tell you that we have changed frame to Maggie 038 in black. We will remake eyeglasses for you.

Marquita Hatchett Time: 2026-06-11 17:27

Q: I received My order #80526300655422. Upon opening 1 pair, one of the lenses were not in the frame. I do not know how to put it in. Can I return and get a new pair

A: Dear Marquita Hatchett, 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?

bobbipsn Time: 2026-06-11 17:14

Q: Order: 80526141510052 Hi there, I finally received my order and was excited. Only to find that the print on one pair of the glasses was uneven and on an other pair of glasses they were not like the photo in the ad. Out of three pairs of glasses, only one pair was like the advertised image.. I would like my money back for the two pairs. I am including photos. https://photos.app.goo.gl/ncYbYi5Xmf5xHCyz8 Disappointing. Bobbi-Jo

A: Dear BOBBI JO MOORE, 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?

Loraine Franco Time: 2026-06-11 17:08

Q: I made a payment a few days ago and I need to know why another payment is coming out again in a few days

A: Dear Loraine Franco, We are sorry to hear that,would you please take a screenshot of your payment ?

bobbipsn Time: 2026-06-11 16:38

Q: Order 80526141510052 2 of the 3 pairs I received are not as advertised. One pair (with the hearts) lacked quality control in the printing (the sides weren't even. The pink pair had texture that your advertised photos did not show. I would like to send you photos and request a refund for the 2 pair. 80526141510052

A: Dear BOBBI JO MOORE, 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?

Dee Prestera Time: 2026-06-11 15:34

Q: Good Evening, I received my 3 pair of glasses and love them except for. The fit is not good and I am not liking the quality on the pair below. May I please return for a refund? These are not what I expected. I have purchased 5 pair from you so far and love them all except for this particular pair. Please let me know how to proceed to return them. Product: clip on 003(2328D) Color: blackUS $18.17 Size: Medium Prescription: Single VisionUS $5 Standard Eyeglass Lenses Distance Mid-High Index 1.55 Anti-Scratch & UV No Tint Thanks, Dee Prestera

A: Dear Dee Prestera, 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 $25 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 ? Note: this coupon and other promo code can not be used in one order at the same time.

vibrantvisionstudio Time: 2026-06-11 14:21

Q: Hello! Hope you are having a good day. I bought my glasses about a month ago (the purple ones) and I love them, but they are falling apart!!!!! The part being the ear is coming loose and the screws are coming loose and will no longer tighten!!!

A: Dear Rosanne Capone, 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?

Nakia Brown Time: 2026-06-11 14:03

Q: Order# 20626041850302 Jun 4, 2026 18:50:30 Hi there...Just checking to see if I could get an estimate on when we can expect shipment. Thanks!

A: Dear Nakia Brown, We would like to tell you that we will ship your order out next week.

mya.howard67 Time: 2026-06-11 12:31

Q: My glasses broke. I need to have the frame replaced

A: Dear Mya Howard, 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?

Kamila DuBose Time: 2026-06-11 12:24

Q: 80526192208095 Order f Has been finished over 2 weeks now. There is no shipping update. When will I get my items?

A: Dear Kamila DuBose, We are so sorry to tell you that the frame #Tough 3015-1 brown color in your order is discontinued. Would you please choose a different frame on our website ? The price of the frame#Tough 3015-1 brown color is $17.56, you can go to choose a frame which the total price is around $20. We will not charge you the price difference. Then please tell us the frame name and color. We will change it for you. We sent many emails to you, but you don\'t reply us, if you can receive this email, please reply us asap.

Amanda.ali01 Time: 2026-06-11 11:50

Q: Hello, the DHL code you provided CNDFY80526300832046 is not bc Ali’s on the DHL site. Do you have another way of tracking the glasses? Thank you Amanda

A: Dear Amanda, Thank you for reaching out. We have confirmed with our logistics team that your parcel has been processed and is currently awaiting flight booking. We appreciate your patience and will keep you informed of any further updates.

Jacqueline Time: 2026-06-11 10:06

Q: I’m needed new frames only. Can I get them sent overnight?

A: Dear Jacqueline, We are sorry to tell you that we don\'t offer overnight service.

bela1425 Time: 2026-06-11 09:49

Q: I am reaching out because the glasses were supposed to be anti scratch. I have tried taking good care of them wiping them with the lil cloth it comes with but they have scratches on them. Also the plastic part from the end of the glasses is coming off a bit, it slides off a bit and I just push it back in. Other than that the glasses are nice! Is there anything we can do about this?

A: Dear customer, 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?

melissamendell Time: 2026-06-11 07:33

Q: Yes, please remake my order. I need my glasses.

A: Dear customer, We are sorry to tell you that the frame#rebecca 58073 white is out of stock, would you please choose other frame ?

si3rrastac3y Time: 2026-06-10 20:59

Q: Hello I am inquiring about my order #80626082122091 that is going to Donald Locke in pleasant prairie,WI. I am trying to contact someone to put a note on the order NOT to send a receipt or order summary in the package. This is a gift and I do not want any of MY credit card info being posted. Thanks so much. Have a blessed day!!!

A: Dear Donald Locke, Ok, we will note it for you.

Kaycie J Time: 2026-06-10 20:44

Q: My prescription has Prisms in both eyes, and one of them is both Horizontal and Vertical. When I entered my prescription on the website, I could only enter one direction for each eye. Is wherelight able to accommodate this, or do you only do single-direction prisms?

A: Dear Kaycie J, We are sorry to tell you that we can only make single-direction prisms.

Malia Davidson Time: 2026-06-10 19:43

Q: Hello- I just got my glasses order. On the Keir tortoiseshell one, the right side ear piece is bowed out way more than the left side one causing the hinge to bend more. Is there anything we can do? Thank you, Malia Davidson

A: Dear Malia Davidson, We are sorry for this, concerning your case, we can remake the eyeglasses for you. Would you please tell us whether you can accept it ?

melissamendell Time: 2026-06-10 17:56

Q: May 13, 2026 18:12:24 Order# 20526131812240 I have been trying to track this package for almost a month. It has been showing "label created" for weeks. Today 6/10/26, it shows "label cancelled." I've never had issues with my Wherelight orders in the past, and never waited this long for my order to be shipped or received. I would really like to get an actual update on the order I placed on 5/13/26 as soon as possible. Thanks.

A: Dear Melissa Mendell, We are sorry to hear that,your package might be lost in transit, concerning your case, we can remake order for you, would you please tell us whether you can accept it ?

dbcherry Time: 2026-06-10 17:41

Q: Yes I did

A: Dear customer, We searched your two email addresses in our email, we still don\'t find the photo you sent to us, are you sure that you sent the photo to correct email address: service@mail-wherelight.com ?

Deborah Joseph Time: 2026-06-10 14:30

Q: I ordered my glasses and i haven't received or get an email about it

A: Dear Deborah Joseph, We are sorry to tell you that we don\'t receive your reply after we sent many emails to confirm order with you. In order to making sure that you will not receive incorrect glasses, we have canceled your order and have refunded you the money. Thanks for your understanding.

kittykatt Time: 2026-06-10 13:58

Q: I’m unhappy with these glasses. There isn’t anything wrong with them, they just do not suit me at all shape wise. Is there any way to return/exchange them? My order number is 80526240744303 Sincerely Kathy Wright

A: Dear Kathy Wright, We are sorry to hear that, but in order to know the problem in detail, are you willing to wear the glasses and take a photo to show us that the frame can not fit you first?

dbcherry Time: 2026-06-10 12:56

Q: My prescription is in your email

A: Dear customer, We searched your two email addresses in our email, we still don\'t find the photo you sent to us, are you sure that you sent the photo to correct email address: service@mail-wherelight.com ?

kknoxjj Time: 2026-06-10 11:23

Q: Emailed you no response need to return

A: Dear customer, We are sorry to tell you that we have replied your email, it might be in your spam,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?

atthehairnet Kerri Time: 2026-06-10 11:04

Q: Yes address is correct

A: Dear Kerri, We are sorry for the delay, if you don\'t receive this package this week, please contact us asap. We will remake glasses for you.

Shala Alvarado Time: 2026-06-10 10:15

Q: Hi , in May 13 I made an Order # 80526130959194 but at today I didn't receive my order. Thanks for the help in advance.

A: Dear customer, We have checked the tracking information and it shows that your item arrived at the Post Office at 1:37 pm on June 10, 2026 in CANOVANAS, PR 00729. You will receive it soon.

pia307117 Time: 2026-06-10 09:28

Q: Good afternoon I still haven’t received my orden i el want to know if it’s delayed or not

A: Dear customer, We would like to tell you that we have shipped your order out. Your item arrived at GREENSBORO NC PACKAGE SORTING CENTER origin facility on June 2, 2026 at 8:03 pm. The item is currently in transit to the destination. You can check the shipping status at https://tools.usps.com/go/TrackConfirmAction?tLabels=9200190349451124977603

amandastahly Time: 2026-06-10 08:03

Q: It appears that my order hasn't been given to USPS yet. It's been in this status for a few days. When can I expect my package to be put into the mail?

A: Dear customer, We would like to tell you that your package is in transit to the US. During this time, the tracking information of USPS will not be updated. After it arrives in the US, the tracking information will be updated by USPS soon.

julieisadime Time: 2026-06-10 03:37

Q: I would like to cancel my order, I ordered the wrong frame. I want to order the Jule frame, please and thank you!

A: Dear Julie Hart, Weould you please tell us the frame color you want ?

jamontone Time: 2026-06-09 18:41

Q: Trying to find my order I placed about 2 years ago

A: Dear customer, Sorry, do you have other email address ?

theresaodell8888 Time: 2026-06-09 17:40

Q: The prescription isn't right. Using both glasses one at a time, it is definitely not right. Also, the frames are too tight for my big head. Lol! What can I do? I'd like to return them. Thanks

A: Dear customer, We are sorry to hear that, please don’t worry. We will try our best to help you. Concerning your case, would you please take a photo of the original prescription with PD and attach it in the email so that we can check it for you first?

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