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Returns & Exchanges

Everything you need to know about our return and exchange policies and processes

Return Policy

For a return or exchange, please go to your account and click "Return" on the order you'd like to return or contact [email protected]. You can return an item within 30 days of receiving your frame. Returns and exchanges are free of cost unless it'

How do I make a return or exchange?

Returns are quick and easy; log into your JW account and click "Request Return" on the appropriate order tile. You can always write to [email protected], and we will promptly assist. For exchanges, we strongly suggest writing directly to info@joha

How to exchange an item?

For exchanges, please contact us on our chat or help center. If you want one of our eyewear specialists to assist you in selecting your next perfect pair, we suggest writing directly to [email protected].

How long does the refund take?

Refunds will be applied within 3-5 business days of receiving your return. Depending on your location, the package can take 2-5 days to arrive at our warehouse.

How can I track my return?

You can check the status of your return by logging into your JW account or using the tracking number on the return label provided at the moment of your return request. Based on the courier provided for your return, you can track your return on the de

How should I prepare my package for return?

Please return your order in the original packaging, including all contents such as cleaning cloth and spray. If you've disposed of the original box, please ship it back on a similar one with enough space to protect the contents.

Can I return items of different orders in a single return?

Yes, we can accommodate several orders into a single return. Please contact us at [email protected].

How long does it take for a return request reply?

We will do our best to respond within 2 to 4 hours. Please allow up to 1 business day to hear back from us.

Cancel my order

If you need to cancel your order, please submit a request as soon as possible through our chat or help center "Cancel" button. You can always write to [email protected], and we will review it promptly. We cannot cancel orders once they have alread

Where can I drop off my return?

Depending on which carrier was assigned for return you should be able to find your closets location. Please make sure only to include items processed for return. To check the tracking on your return, visit our article "How can I track my return?"