What to check before ordering
Remake requests must include the order number, order email, issue type, and a clear description. Photos may be requested for frame damage, coating issues, lens defects, or fit concerns.
Prescription concerns may require a copy of the original prescription, doctor verification, PD confirmation, or inspection before a remake decision. EyewearPlatform does not guarantee that every discomfort issue is caused by a manufacturing error.
Refunds, replacements, and remakes are reviewed based on order status, product condition, prescription details, timing, and applicable law. Final approval may require manual review by support.
Order review checklist
- Confirm the prescription is current and readable.
- Measure PD or choose to send it later before production.
- Compare frame measurements against a pair that already fits.
- Review lens material and coating choices before submitting.
- Save the order number for tracking and support.