Return & Refund
30-day Return & Exchange
1.For any reason:
If you are not satisfied with your glasses, you can return them for a 50% refund (excluding shipping) to the original payment method, or 50% discount coupon(excluding shipping cost).
After verification, we will remake the glasses for you at no charge, or provide 100% refund to the original payment method, or 100% discount coupon.
We provide a 3-month warranty that offers a one-time replacement pair within 90 days of receipt for clear defects in material and workmanship. This warranty does not cover damage caused by accidents, negligence, or improper care.
Issues Caused by muukal.com
Damaged Within 3 Months
We will remake and resend you a replacement for free If your glasses are broken due to the defects in material and workmanship within 90 days of receipt. Or if you prefer 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.
If you receive the wrong items which are not what you ordered, please contact us with a photo of the package and the wrong items. We will resend you the correct items immediately.
Note: There is no need to return any of the wrong items.
Issues Not Caused by muukal.com
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 photos of your damaged package/items. We will arrange a replacement immediately or issue you a full refund.
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 and we`d love to offer you a special discount code to try another style.
If you don’t like the item(s) received, we are willing to accept a return with fees applied. You may choose to get a 50% refund (excluding shipping) to the same credit/debit or PayPal account. NOTE: SHIPPING CHARGES WILL NOT BE REFUNDED.
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.
Wrong Prescription Filled
If you unfortunately fill out a wrong prescription by accident, please contact us with your original prescription copy. We can offer you a special discount code to buy a new pair with your correct prescription.
Additional Prescription/Prescription Update/Order Change/Order Cancellation
For non-prescription glasses, we accept additional prescription/order change/order cancellation requests before we ship out your order. Regarding the prescription update request, you need to notify us before the lenses processing. An extra charge will be generated if there is a price difference. Please contact us at your earliest convenience so that we can handle your order accordingly and timely.
If you want to modify or cancel your order, please contact our customer service team within 24 hours to avoid additional charges. Otherwise, please refer to the chart below to check the details. 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||After shipment|
|Frame Only||Free||25% of the frame charges|
|Prescription Glasses||20% of order amount||35% of the order amount|
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. 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.
All orders will ship out on time. However, events like the Spring Festival and the rework on lenses will inevitably cause the delay. Your package may be delayed due to bad weather, customs clearance, strikes, and other unforeseeable reasons. In such a scenario, we would like to refund the shipping charges if there is any.
Return Shipping Cost
If the return is caused by the consumer, consumer should be responsible for the shipping fee. The specific fee should be based on the express company you choose.
If due to our reasons, the goods received are damaged or not correct, and the consumer is not required to bear the shipping fee for this reason.
When will I receive the refund?
*If you used PayPal account to pay for the order, the refund will be back to your PayPal account within 3 business days.
*If you used credit card/debit card to pay for the order, the refund will be back to your credit card/ debit card in about one week. The actual time may depend on the processing time of your bank. Please feel free to contact us if you don’t receive the refund within the days listed above.