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Azu Mateo Time: 2025-10-06 09:01

Q: Hello. I purchased glasses and the hinges are both falling apart. I received my glasses on july 14th.

A: Dear Azu Mateo, 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? And would you please tell us your order number ?

Sonia Tremblay Time: 2025-10-06 07:21

Q: J’aimerais avoir la procédure pour effectuer un retour et avoir un remboursement.

A: Dear Sonia Tremblay, Thank you for reaching out to us. I\'m here to help with any questions or assistance you need. Could you please let me know what specific question or concern you have, so I can address it as quickly and effectively as possible? Looking forward to hearing from you.

Dawn Idleburg Time: 2025-10-05 19:53

Q: I don't see any of my points

A: Dear Dawn Idleburg, We are sorry to tell you that your points were used.

Sharlie Mayo Time: 2025-10-05 16:49

Q: I bought glasses in August. Because one pair was Halloween I hadn’t worn them until yesterday. They are the heart one and they are so cute but the lenses feel off. I don’t know if it’s the shape or the depth but I can’t wear them longer than about 10 minutes without getting a headache and it throwing off my perception. Do I have a refund or exchange option? Thank you.

A: Dear Sharlie Mayo, We are sorry to hear that, would you please tell us whether only one pair has problem ?

Toni Hull Time: 2025-10-05 14:41

Q: Hello! The last order I received was incorrect. The glasses make me dizzy and are not consistent with my prescription. I checked the prescription and I did input it correctly. Please let me know what I need to do to get a refund. Thanks! Toni

A: Dear Toni Hull, We are sorry to hear that, would you please tell us whether your correct PD value is 55 ?

Sam Time: 2025-10-05 14:31

Q: I ordered two pairs of glasses but I’m not happy with the color or sizing. Can I receive a full refund if they’re not worn and still in their original packaging? I’d like to maybe exchange one pair in a different color, and return the other pair altogether.

A: Dear Samantha Intartaglio, Would you please tell us the order number first ?

Amanda OFerrell Time: 2025-10-05 10:07

Q: Is it possible to cancel the order I just made

A: Dear Amanda OFerrell, We are sorry to hear that, would you please tell us the reason why you want to cancel order first ?

lm.ault6 Time: 2025-10-05 10:02

Q: Looking for the mirrored lens tint options, but are not seeing them this time. Is 'ultraviolet' a mirrored version?

A: Dear Lindsay, We are sorry to tell you that we can not sell Mirror Lenses affacted by Chinese export control. So you can not choose that now. Sorry for this.

mvilla2426 Time: 2025-10-05 08:28

Q: I just placed an order and realized I ordered the wrong size frames. How do I cancel my order?

A: Dear Martina Villarreal, Ok, we will cancel your order and refund you money.

Avery C Time: 2025-10-05 00:31

Q: I was driving today and realized that one side of my glasses frames had cracked. I took them off at my destination to realize both sides have cracked in multiple places I imagine from the plastic degrading. I've had them less than a year and they are my favorite frames I treat them gently and we're hoping they would last longer than this.

A: Dear Avery C, 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?

Rebecca Landers Time: 2025-10-04 14:31

Q: I need to talk to someone about my lens

A: Dear Rebecca Landers, 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?

Rebecca Landers Time: 2025-10-04 14:28

Q: I want progressive lens

A: Dear Rebecca Landers, 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?

theresabeazley Time: 2025-10-04 12:44

Q: I ordered 3 pairs of glasses and 1 was a prescription. The one with a prescription wasn't a prescription. I want to know what I need to do to get this corrected. Thank you Theresa Hall

A: Dear customer, We only charged you the money of frame#Isra in multicolor color, we don\'t charge the price of Isra in multicolor \'s lenses

Paige Gillis Time: 2025-10-04 10:50

Q: I ordered my glasses Sept 14th and I still haven't received them.

A: Dear Paige Gillis, We are sorry to tell you that the Canadian Union of Postal Workers (CUPW) has started a national strike again. Canada Post’s operations will be shut down for the duration of a national strike. So your order might be delayed. https://www.canadapost-postescanada.ca/track-reperage/en#/details/7321315455429849

Christine Moreno Time: 2025-10-03 22:16

Q: My new email is texastrash08@outlook.com not cortestini@gmail.com

A: Dear Christine Moreno, We would like to tell you that we\'ve returned points to your account.

Christina Bergt Time: 2025-10-03 22:15

Q: it has been 9 days since i ordered my glasses & despite paying for expedited shipping, they still have not shipped. extremely disapointed

A: Dear Christina Bergt, We would like to tell you that we will ship your order out today.

Christine Moreno Time: 2025-10-03 22:14

Q: I used my points for a coupon but did the wrong one. I didn’t know shipping & handling wasn’t even part of the coupon. Why doesn’t it state that? That’s false advertising! And I am a v loyal customer and still have yet to recieve my points for the most recent (Sally frames) I wanted to see if I could exchange the $30 ‘coupon for my points back to my account. I am a loyal customer so I hope this is taken care of. Thank u

A: Dear Christine Moreno, We would like to tell you that we\'ve returned points to your account.

crystal robinson Time: 2025-10-03 15:44

Q: My glasses broke this morning as I was cleaning them

A: Dear Crystal Robinson, We are sorry for this, concerning your case, you can choose a new frame and we can make the eyeglasses for you for free. Would you please tell us whether you can accept it ? If you can accept it, please tell us the frame’s name and color.

Claire Bellamy Time: 2025-10-03 15:22

Q: My shipment said on 9/30 undeliverable and is being shipped back to you, my zip code was entered incorrectly. I still want the glasses. What is my next step please? Thank you

A: Dear Claire Bellamy, Please don\'t worry, would you please tell us your correct zip code ? We will redeliver the package to you after we receive your package.

Viveca Wallace-Brown Time: 2025-10-03 15:17

Q: I'm not sure what can be done about my glasses I've purchased from you.But! 4 pairs have broken, 2 of which have been replaced once already. And broken in the same spot. Is there any recourse for me?I've been told that there's a 30 day window for a warranty. But, if the breakage is not from normal wear n tear what suggestions do you have. I LOVE the frames, they're awesome but only having 2 pairs to wear daily is not good. Here's the thing I never wear the same pair everyday so there should never be a breakage problem as they are put away each time I wear them safely.Please advice before I go away to another company. Oh and I do write reviews.Thanks!

A: Dear Viveca Wallace-Brown, 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?

Jordan Time: 2025-10-03 11:48

Q: I have a handful of pairs of glasses that have broken or need repaired. Can you guys help with that at all?

A: Dear Jordan, We are sorry to hear that, would you please tell us order number first ?

PN Time: 2025-10-03 09:55

Q: I need to stop processing on my glasses my prescription changed

A: Dear Pam Nobles, We can change the Rx for you, but we need to charge you the processing fee $6.49 because your order is completed now, would you please tell us whether you can accept it ?

Pam Nobles Time: 2025-10-03 09:54

Q: My physician has changed my prescription. I need to stop the process on the glasses in my current order. And add my new prescription 80925241926121

A: Dear Pam Nobles, We can change the Rx for you, but we need to charge you the processing fee $6.49 because your order is completed now, would you please tell us whether you can accept it ?

Sonja Strickland Time: 2025-10-03 09:12

Q: Looking at my orders today (Order# 20925220806312), I notice that the black glasses I originally order is now showing a different pair. The black glasses showing today on that order (Order# 20925220806312), are the replacement that I choice for the broken pair from (Order# 20725160740592. I would like to know what is going on and how where you able to change the style of the pair I originally chosen for this order (Order# 20925220806312) when the glasses where already shipped before I reached out about the broken glasses from Order# 20725160740592). I do have the email showing the pair I chose as well as the email showing, and your response to the replacement pair. I am, also still waiting for the invoice from (Order# 20925220806312.

A: Dear Sonja Strickland, Would you please tell us whether only glasses#2351D are broken ?

kim1964berly Time: 2025-10-03 08:44

Q: Good afternoon, I am supposed to make a payment for shipping of 6.95, but I can't figure out how to make the payment. Can you help me?

A: Dear customer, Would you please pay us shipping fee $6.95 to our paypal account : pay@wherelight.com ? And please take a screenshot of the payment and send it to us. Then we will remake the glasses for you.

rosemarie9562 Time: 2025-10-03 06:55

Q: Where do I enter the promo code when placing the order?

A: Dear customer, We would like to tell you that you can fill it in shopping bag before you pay money.

Holly Wright Time: 2025-10-02 18:56

Q: I’d like to delete my account and all my account information

A: Dear Holly Wright, Ok, we\'ll delete it for you.

Booze-Westcott Renee Time: 2025-10-02 18:39

Q: One of glasses i ordered do not fit properly. The Annabelle frame. I would like to exchange for different frame Pauline.

A: Dear Booze-Westcott Renee, 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?

Ruby162_77 Time: 2025-10-02 15:59

Q: I cannot my put in my 2 pd values the charts dont go high enough. I also cannot check.out without adding on things I dont want or need to add on.

A: Dear Ruby, 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.

Stevie Macdonald Time: 2025-10-02 15:48

Q: Can you please send me a breakdown of my order so that I can see how much each item is, the sales tax, the discount and shipping costs. Thank you. My order number is 21025011940381. Thanks, Stevie Macdonald

A: Dear Stevie Macdonald,we\'ve emailed it to you.

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