FREQUENTLY ASK QUESTIONS (FAQs)
ARE YOUR SUNGLASSES AUTHENTIC?
We are an authorised dealer for every brand and we buy all our products straight from the manufacturers. We are a Ray-Ban Certified Dealer among other brands too. It’s our relationships with our manufacturers that means we are able to bring you the best in the sunglasses industry.
We also have a physical store. All the products come with a warranty (of one or two years depending on the brand). We have absolutely nothing to hide and will help you with any concerns you may have.
WHAT IS YOUR RETURNS POLICY?
We have a 365-days return policy, so you can return any unwanted sunglasses up to a year later. This period starts from the day after the day you received the goods. The goods must be in the same condition that we sent them out to you.
If you wish to cancel your order, the easiest method is to email firstname.lastname@example.org You can also cancel in writing and we will accept cancellation requests over the phone.
Sale items aren’t included in our 365-day returns, but you do have 30 days to return a sale item.
IS PAYMENT SECURE?
Very secure. In fact we use the best internet security available from Thawte. All your details are encrypted using the best SSL 256-bit security encryption at every stage of your order. Furthermore we won’t see any of your card details so you can rest assured that when you enter these it is not shared with anyone.
HOW DO I KNOW IF THE SUNGLASSES ARE IN STOCK?
We hold all our website stock, so we are able to offer our next-day delivery service. Our website will show that the sunglasses you want are in stock and ready to be sent. If an item is out of stock you will be alerted on screen before you place your order.
IS MY PERSONAL INFORMATION KEPT PRIVATE?
Your information is kept private and we don’t have access to any payment information except for the order value and addresses you enter when ordering. We may offer you services from our other brands. You are free to unsubscribe from these messages at any time.
HAVE YOU RECEIVED MY RETURN?
As soon as we receive your return we’ll send you an email. If you feel it has been a little longer than you’d expect then please call our Customer Service at 088 325 499 and we will be happy to help.
WILL I BE FULLY REFUNDED?
Yes. We don’t charge a restocking fee. And we don’t charge for any delivery costs in getting the sunglasses to you if you do decide to return them. WE only ask that they are returned in the same condition they were sent to you. Your refund should show in your account within seven working days.
WHAT SIZE SHOULD I CHOOSE?
We have a lot of sunglasses and what size you should choose depends on your individual needs. However most of our customers are well suited to the middle-size where there are three options but if you have any more questions please get in touch on 088 325 499 and we’ll be happy to help you.
I WANT SUNGLASSES FOR SOMEONE ELSE. WHAT SHOULD I CHOOSE?
Sunglasses make a great gift and our free delivery, free returns and 365-day returns means buying for someone else is risk- free. We can help you find the right frame for whoever you are buying for, if you are buying for an occasion or sport, or if you can’t decide between two or three frames for yourself. Get in touch with us and speak to one of our customer services team. You can also visit the site for in-depth information about face shapes.
DO YOU INSPECT PRODUCTS BEFORE THEY ARE SHIPPED?
We always check all our sunglasses before they leave. Our staff check the lenses, hinges, nose pads absolutely everything and will ‘sign off’ each pair to make sure they are in perfect condition before leaving us.
WHERE IS MY ORDER?
All Malaysia orders are shipped either through SkyNet or PosLaju. Orders RM180 and over are shipped via a courier should be delivered the next working day and orders under RM180 are typically shipped first class mail. Tracking information will be sent as soon as your order is shipped. Please be aware that first class delivery is not a guaranteed next day delivery service, although well over 90% of first class mail is delivered the next working day.
WHAT IF I THINK THERE IS A FAULT WITH MY PRODUCT?
We hope we never send out a faulty product because we make sure all our sunglasses are in top condition before they leave home. But if you think there is a problem please email us at email@example.com or call us on 088 235 499 and we will rectify the problem quickly.
DO YOU HAVE A SHOP?
We wanted to have a physical shop and the website will complement our service. So if you’re in the near Kota Kinabalu you can always come for a visit. We’d love to see you. If you’re not in Kota Kinabalu then the website is online 24 hours a day. And don’t worry if the product doesn’t suit you – just send it back with our free return service. We’ll find something that does.