Frequently asked questions
I need new return documents
Contact our customer service on [email protected]. For efficient service please add the order number.
Will my strength be back in stock?
Our next parcel of reading glasses is landing ultimo march. If you’ll like to receive information when they are in stock please contact us on [email protected] with a link to the specific product and a note regarding the strength of the glasses.
When will I be refunded?
It can take approximately 10 business days for us to receive your return in our warehouse in Denmark. As soon as we’ve received your item(s) your refund will be processed in the original form of payment within 3 business days. You’ll be notified via e-mail to the adress listed on your account when this tranaction has taken place.
Delivery and returns
What does delivery cost?
If you buy 3 pair of glasses you will receive free delivery with PostNord. If you buy 1 pair of glasses, the delivery costs € 5.
If you order within 2PM on a working day your order will be dispatch and shipped on the same day. If you order later than 2PM or during the weekend, your order will be dispatched and shipped the next working day. The shipping time varies from country to country but is normally 2-6 working days from order placement. Be aware that the delivery could be affected by the COVID-19 situation which could add extra days to the delivery time.
It is free to return your goods to us and you have full return policy. Simply use the enclosed return slip and pack the goods securely in the same original packaging as they are received in.
How do i return my order?
Put the properly wrapped items back in the package and close it securely. The goods must be returned in the same original packaging as they are delivered in. Then you tick the attached return label on the package and hand in the package with the freight forwarder used in connection with the delivery of the package (via Royal Mail at your local Royal Mail post office).
Note that the return shipment is only free if you use Luxreaders' enclosed return label. You will automatically receive an email when we register your return in our warehouse. It can take up to 14 days. We then pay the purchase price to the form of payment used.
How to i exchange my order?
If you want to exchange some of the products that you've purchased, then you just have to return the products you want to be exchanged.
You need to pack the products you want to exchange in its original packaging. After that please fill out the return label with your order number and stick it on the package. Turn it over to the postal service that delivered the package to you.
When we have received the package at our storage facility, you will get your money refunded for the products you want to exchange. Now you just have to repurchase the new models you want instead.
Before doing so, please contact our customer service so you can get the same unit price, as when you ordered 3 pairs.
Refund upon return
When you return, we will refund all payments received from you, including any delivery charges. However, this does not apply in the following cases: If you have purchased several items in an order and only regret part of your purchase, we will not refund the delivery costs.
If you have chosen a delivery form that is more expensive than the cheapest form of delivery that we offer, you will not be refunded the additional cost. We will refund the amount without undue delay and in any case within 14 days from the date we received your cancellation notice.
Do you deliver to my country?
Luxreaders.com only delivers to Belgium, France, Italy, Luxembourg, Poland or Spain.
If you want delivery to Denmark, visit Luxreaders.dk.
If you want delivery to United Kingdom, visit Luxreaders.co.uk
If you want delivery to Norway, visit Luxreaders.no
If you want delivery to Germany, visit Luxreaders.de
If you want delivery to the Netherlands, visit Luxreaders.nl
If you want delivery to Finland, visit Luxreaders.fi
If you want delivery to Sweden, visit Luxreaders.se
Has my order been shipped?
As soon as your order is dispatched from our warehouse, you’ll receive an email confirmation. The email contains a trackingnumber. This trackingnumber won’t be active until the courier tracks the first action. This might first be during the evening or early next morning.
Can I track my order?
Yes. As soon as your order is dispatched from our warehouse, you’ll receive an email confirmation. The email contains a trackingnumber. This trackingnumber won’t be active until the courier tracks the first action. This might first be during the evening or early next morning. We sent parcels as tracked letters to some areas. If your parcel is a tracked letter then the trackingnumber won’t show any movement.
Can I cancel my order?
No. For fast delivery, we begin processing your order once it is received. If you no longer wish to have the item(s), we recommend using our free returns once the parcel has been received. Read more about our free returns here.
Can I modify my order after it is placed?
Unfortunately not. Due to our efforts to ensure you receive your order as quickly and accurately as possible, we are unable to cancel or modify your order once it has been placed.
I typed in the wrong address, what to do?
If you typed in your address wrongfully you need to contact our customer service as quickly as possible.
If it's possible we'll change the address on the order right away.
If it's not possible to change the delivery address on your order, then we will find another solution!
I received the wrong order
If you received the wrong product in your order, then you just have to return the package back to us in its original packaging, using the prepaid return label.
On the return label just write the order number, which makes processing easier for us. You have to return the package to the same postal service, which delivered it to you.
After returning the package, just contact our customer service and tell them which product you originally ordered.
Which types of cart payment do you accept?
We accept these credit and debit cards: Visa, MasterCard, Visa Electron, Maestro credit and debit card.
When will I be charged?
When your order has been placed, your card will be authorized and you will receive an email confirming that your order has been successfully placed. Payment will first be taken when we dispatched your order and ship it from our warehouse.
If your card is not authorized, payment will not be taken, and you’ll get notified immediately on the screen that the payment was unsuccessful. Please not that even if a payment is not authorized, some card issuers may still reserve the money, meaning you will not be able to access that amount of money for a short while.
Sizing, models and strength
Which sizes do you have?
Our glasses are available in different sizes. It will appear on the product here on the webshop if the glasses are particularly narrow or wide.
When you have chosen the desired specs in the webshop, you can scroll down to see the exact measurements.
If you are unable to find the correct size for the specs you want to purchase, we have to inform you that they are unfortunately sold out.
Are your glasses unisex?
Can i get these specs, with this strength and this size?
When are these specs back in stock?
Often it can be difficult to say when a specific spec will be back in stock. We strive to always maintain our inventory at max or at least have a restock as quickly as possible.
Until the desired specs are back in stock, you can keep yourself updated on our collections page.
Is it possible to adjust the specs?
All our specs have flexible hinges attached to them to give you the perfect fit.
If the flexible hinges are not enough, you can adjust the frames just a bit by bending it without using too much force.