Refund policy

At OOtd, your satisfaction is our top priority. We strive to provide you with high-quality eyewear products and an exceptional shopping experience. Below, you will find our Refunds & Returns Policy, which outlines the guidelines for returning products to us.

We accept returns for eyewear products that are unused, unopened, in their original packaging with all original tags, cases and accessories intact, and within 7 days of receiving the products. However, due to strict sanitary and hygiene reasons for eyewear items, we cannot accept returns if the package has been opened, the glasses have been worn, scratched, or show any signs of use. Please make sure to thoroughly inspect your order upon arrival before opening any sealed packaging or trying on the eyewear.

In the unlikely event that you receive a damaged or defective eyewear item, please contact our customer support team via email ootdeyewear@outlook.com within 7 days of receiving the product. We may request photographic evidence of the damage or defect to facilitate the return process. Once approved, we will provide instructions on how to return the damaged or defective item, and we will gladly replace it for you free of charge.

If you receive an incorrect eyewear item in your order, please notify us via our official email within 7 days of receiving the package. We will work with you to arrange a return and issue a replacement or a full refund, depending on your preference. All shipping costs for exchanges caused by our order error will be covered by OOtd.

For the safety and wellbeing of all our customers, certain items are non-returnable due to sanitary reasons related to eye and facial contact. These include all eyewear products such as optical frames, prescription glasses, sunglasses, lens accessories and eye care goods once opened or worn. Custom prescription lenses made to your personal vision data are permanently non-refundable and non-exchangeable after production. Please review the product descriptions carefully before making a purchase.

Once your return is received and fully inspected by our team, we will send you an email to notify you of the approval or rejection of your refund. If approved, the refund will be processed to your original method of payment within 7 business days. Please note that original shipping fees are non-refundable, and any return shipping costs will be the full responsibility of the customer, except for orders sent incorrectly or defective products verified by our team.

If you believe your return meets the eligibility criteria mentioned above, please contact our customer support team directly at ootdeyewear@outlook.com with your order number and product photos. Our representatives will guide you through the return process and provide further assistance. Returns requested without prior email confirmation may be refused upon delivery.

When returning an eligible item, please ensure it is securely packaged with all original boxes, pouches and accessories included to avoid damage during transit. We strongly recommend using a trackable shipping service for your return to ensure its safe arrival and retain your shipping receipt for reference.

As we do not accept returns for opened or worn eyewear items due to sanitary reasons, we cannot process standard exchanges for unused products that simply do not fit your preference. If you received a damaged, defective, or incorrect item, please follow the instructions under sections 2 and 3 for free replacement resolution.

At OOtd, we value your trust and aim to provide you with the best service possible. If you have any questions or concerns about our Refunds & Returns Policy, please feel free to reach out to our customer support team at ootdeyewear@outlook.com. Thank you for shopping with us!

OOtd Team