Vooglam’s general return and refund window is 30 days from the date of receipt for glasses that are unsatisfactory. Within this period, eligible orders may be exchanged or refunded. Because eyewear orders can include customized prescription lenses, outcomes can differ depending on whether the issue is attributed to a product/fulfillment problem or to customer-provided details such as prescription information, fit preferences, or style choice. Before initiating a return, customers should use the official support channels to confirm the correct return address and any documentation needed, since the return address may vary by order and should not be assumed to match the sender address shown on the package.
When the issue is confirmed to be caused by Vooglam (for example, a quality issue or damage on arrival), the policy indicates that a replacement or full refund may be provided and a prepaid shipping label may be issued for the return. In these cases, customers should follow the instructions provided with the prepaid label and keep tracking information until the case is resolved. When the issue is not attributed to Vooglam (for example, an incorrect prescription entered at checkout, selecting an unsuitable size, or simply not liking the glasses), the customer may still be able to return within the 30-day window, but return shipping is typically the customer’s responsibility. For refunds in these scenarios, shipping fees paid at checkout (if any) are generally not refunded.
For exchanges, the replacement item is typically sent after the returned package is received. The exchange item is generally expected to be equivalent in price to the original; if the new selection costs more, the difference may need to be paid. To avoid delays, the return shipment should include only Vooglam items, and the tracking number should be shared with customer service after mailing so processing can begin promptly. Refunds are generally processed back to the original payment method and may take several business days after issuance to appear, depending on the payment provider. For payment-method restrictions, refunds are typically returned to the same card used for the order; if access to that card is not available, the refund may be issued as store credit to the customer account.
Order changes and cancellations are handled through customer service rather than self-service. Requests to modify or cancel may depend on the order’s production and shipping stage, and processing fees may apply once an order is in progress. Because prescription and paid lenses are customized, free cancellation or modification may not be available after processing begins. Customers seeking to cancel should contact support as soon as possible, provide the order details, and ask for the current production status and any applicable fees before confirming the cancellation request. For any return, exchange, or refund request, keeping order confirmations, photos of any defects or shipping damage, and shipment tracking records can help customer service verify eligibility and resolve the case efficiently.
