Refund policy
Memmo endeavors to offer high-quality, super affordable, and classic trending glasses for you. It will go through 5 times of strict quality inspection before handing to you to ensure that you get a satisfactory product. However, something unexpected may happen, which will lead to the defect in your glasses. Please feel free to contact the customer service center, we will and be certain to deal with it appropriately to give you a pleasant purchasing experience.
Comprehensive Customer Service
Our dedicated customer service team is committed to answering all kinds of questions regarding both in-sale and post-sale concerns. We are more than willing to address every issue and inquiry like the style.
6-Month Warranty
Customers will enjoy a 6-month warranty (6 months after receiving the products), covering any possible defect in materials and workmanship. This warranty does not cover damage caused by accidents, negligence, or improper care. For dislike, size issue, uncomfortable prescription, please contact Memmo Customer Service within 30 days after receiving the products. Otherwise, issues will not be accepted for more than 30 days.
6-Month Quality Warranty
We offer a one-time replacement for free if your glasses are broken due to defects in material and workmanship within 6-month of receiving. Or if you prefer a discount code to purchase new styles, we'd love to offer it.
Note: This warranty does not cover damage caused by accidents, negligence, or improper care.
Wrong Items
If you receive the wrong items which are not what you ordered, please contact us with a photo of the package and label which shows the order information, along with your order number and frame SKU. Or if you don't receive any item in your order, please also contact us with a photo of all glasses received and the package box, along with your order number and frame SKU. We will resend you the correct items immediately.
Note: There is no need to return any of the wrong items.
Damaged on Arrival
The damage might happen in transport by the carrier most of the time, but we will take full responsibility for this situation. If you encounter the DOA issue, please contact us at your earliest convenience with your order number and photos of your damaged package/items. We will arrange a replacement immediately or issue you a full refund.
Delayed Shipment
All orders will ship out on time. However, events like the Spring Festival and the rework on lenses will inevitably cause the delay. And the shipping may also be affected by Force Majeure, bad weather, customs clearance, strikes, and other unforeseeable reasons. We will issue a full refund for items not delivered in a certain amount of time depending on your location.
For items going to USA (except HI, AK, GU, PR), Canada, Australia, New Zealand, UK, Germany, France, Italy, Ireland, Spain, and Poland, we will issue you a full refund if:
(a) You have not received your item 45 days after the shipping date; and
(b) The tracking for your items shows that the item has not been delivered to your address.
For items going to all other countries and areas, we will issue you a full refund if:
(a) You have not received your item 90 days after the shipping date; and
(b) The tracking for your items shows that the item has not been delivered to your address.
Duties & Taxes
All international packages may be subject to duties and taxes. The limits for duty-free packages are established by your local customs authorities. If you receive any notification about duties or taxes, please contact us and email us with the receipt. We usually reimburse it after you pay.
Order Modification or Cancellation
If you want to modify or cancel your order, please contact our customer service team within 24 hours. An extra charge will be generated if there is a price difference. Any request for modification or cancellation over 24 hours, please refer to the chart below to check the additional charges. Since all the lenses are customized by the prescription offered, free cancellation/modification is not provided for prescription glasses. Shipping charges and differences are not included if there is any.
| Before Shipment (but over 24h) | After Shipment | |
|---|---|---|
| Frame Only & Accessories | Free | 30% of order amount |
| Prescription Glasses | 10% of order amount | 30% of order amount |
Size Issue
Selecting the right frame size is quite necessary for online glasses purchase. We suggest you measure your old fit glasses to get your size before purchase. If you cannot accept your glasses for the size issue, please contact us within 30 days of receiving and we’d love to offer you a special discount code to try another style.
Note: Please refer to the measurements of glasses on the details page of each frame on our website. The measurements on the inside of the frame may differ from factories due to different standards.
Visual Color Difference Issue
Frame color might slightly differ from what you see on the website, due to light, varying screen resolutions, and photo backgrounds. If you feel that the glasses do not meet your expectations, please contact us and we can offer you a special discount code to purchase a new one.
Uncomfortable Prescription Glasses
If you encounter an unclear vision or uncomfortable vision wearing your new prescription glasses, please email us with your original prescription copy for checking. We will help you check the consistency between your paper copy and the given prescription on our site.
If the prescription you filled out is correct, we will give you further advice according to the particular case. If unfortunately, the wrong prescription is filled out, we’d love to offer you a special discount to try a new pair with your correct prescription.
Wrong Address Filled
The package cannot be delivered probably if the wrong shipping address is filled out. In this case, please contact the post office to change the shipping address. If the glasses cannot be delivered finally, please contact our customer service team and we’d like to remake and resend the products by charging the processing and shipping fee.
