Shipping policy

We can ship orders to anywhere in the United States, Puerto Rico, the Virgin Islands or Canada. You can choose your preferred shipping method. If you place your order by 12pm EST on a business day, it’ll usually ship the same day. Just allow 2 business days for your order to process before it ships and 7 business days for delivery (depending on the shipping method you choose).
We do our best to get your orders out on time, but please note that shipments can occasionally be delayed due to major holidays or other unexpected issues. We’ll give you a tracking number for every order. Just a heads-up: we can’t ship to mailboxes or military bases. We’ll automatically cancel orders to these addresses.
For prescription orders, we’ll need up to 10 days for manufacturing (except for glass lenses, which can take up to 21 days). Once we’ve got your prescription, we’ll get started. Our team will take a look at your prescription and send it to our lab. Once your order has shipped, the shipping timeframe you selected at checkout will apply. You’ll then receive a shipping confirmation.

Refund policy

Our policy lasts for 30 days. If 30 days have passed since you made your purchase, we’re afraid we can’t offer you a refund or exchange.

To qualify for a return, your item must be unused and in the same condition you received it. It also needs to be in the original packaging.

Just to let you know, some items can’t be returned.
Gift cards
Coupon codes

Just to let you know, we need to see a receipt or proof of purchase to complete your return.

We can’t accept returns under the following conditions:

  • If the item is not in its original condition, damaged or missing parts (unless this is due to our error)
  • If the item is returned more than 30 days after delivery
  • If you’re entitled to a refund
    Once we’ve received and inspected your items, you’ll get your refund within 1-2 business days. We’ll send you a confirmation email when the refund is complete. We’ll refund you for any unused portion of the store credit coupon code.

If you haven’t received a refund yet, check your bank account first.
Then get in touch with your credit card company. It might take a little while for your refund to show up on your account.
Next, give your bank a call. Just a heads-up: there’s often a bit of a wait before a refund is posted.
If you’ve followed all of these steps and you still haven’t received your refund, please get in touch at service@dollger.com.
Sale items (if applicable)
Unfortunately, we can only refund items at the original price. Promotional items with a retail value can’t be refunded.

If you need to exchange something, we’ll do that if it’s defective or damaged. If you want to exchange it for the same item, just drop us an email at service@dollger.com. We’ll send you a new one as soon as we get your return.

If there’s no quality issue, you’ll be responsible for your own shipping costs.

Custom Prescription Lenses Refund Policy

We highly value customer satisfaction and strive to provide high-quality products and services. To help you better understand our refund policy for custom prescription lenses, please review the following terms carefully:

1. Nature of Custom Prescription Lenses

Custom prescription lenses are specially made to match the specific prescription details (e.g., sphere, cylinder, axis, and pupillary distance) provided by the customer. Due to their personalized nature, these lenses cannot be reused or resold.

2. Refund and Return Terms

  • If the lenses were made correctly:
    If the lenses are produced accurately according to the customer’s submitted prescription, they are non-refundable. However, to address any dissatisfaction, we offer a 30% refund on the lens cost as a goodwill gesture.
  • If there was an error in production:
    If we confirm that the lenses were not made according to the provided prescription, we will either remake the lenses free of charge or provide a full refund.

3. Refund and Return Policy for Frames

Frames can be returned for a full refund as long as they are in their original, unused condition. Customers are responsible for return shipping costs unless the return is due to our error.

4. Refund Process

  • Contact our customer service team within 7 days of receiving your product. Please provide your order number, a detailed description of the issue, and relevant photos.
  • Once we verify the issue, we will process your refund or offer a resolution within 5 business days.

5. Contact Us

For any questions or concerns, please feel free to reach out to our customer service team:

  • Email: service@dollger.com