Política de reembolso

Can I cancel my order?

（1）All items except prescription glasses are eligible for the following benefits:

You can cancel your order and receive a full refund before shipment. We will provide the carrier name and tracking number after shipment.

Orders cannot be cancelled after shipment.

（2）Prescription Eyeglasses

If you need to cancel your order or change the size, color, material, etc., more than 24 hours after placing it, a 20% handling fee will be charged on the item price.

Orders that have already been shipped cannot be cancelled.

 

Refund policy

Because our glasses are custom-made, we only accept returns for incorrect or defective products.

If the goods received are damaged or incorrect due to our error, you may return them within 30 days for an exchange.

 

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

 

To start a return, you can contact us at suosooffice@gmail.com. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at suosooffice@gmail.com

 

Return Time Limit

Any reasonable return request will be accepted and processed within 30 days of the delivery date shown in the tracking information. Requests submitted after this timeframe may be declined. We kindly remind you to check your products as soon as they arrive.

 

Return Shipping Address

Once return request was approved, you will be provided with return shipping address by email.

 

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. Please check our Cancel & Refund Policy.

 

Exceptions / non-returnable items

Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

 

Exchanges

Because our glasses are custom-made, we only accept exchanges for incorrect products.

  

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. We will issue you the refund in 7 business days after our warehouse receive the returned product. Please kindly note that we can only issue refunds through the original method used to pay for the order. Depending on your credit card provider, it may take up to 10 business days for the refund to be reflected in your balance. If the original payment method is no longer available, we are happy to issue store coupons equal to the refund amount.