A list of common questions asked by our customers. Should you fail to find the answer you are looking for, do not hesitate to contact us.
Order Process
Do I have to create an account to order?
No, you can choose to check out as a guest. However, creating an account allows you to save your prescription information and other preferences that can make shopping on Eyemagine.com quicker and more convenient in the future.
Why do you need my phone number?
In case there is a problem with your order, your phone number is useful when we wish to call you personally. For instance, if we notice an expired or incorrectly entered prescription, we call to see how you would like to handle the issue.
Where is my order receipt?
You should have received a copy of your order receipt at the email address used to place your order. Although, in case you didn’t receive an email you could log into your eyemagine account and check under the order history.
Frames and Lenses
Do you sell frames without lenses?
Yes, you can purchase frames only without lenses. If you decide you would like to purchase lenses later, you can send your frames back to us and we will add prescription lenses to them.
Note: If we are not the sellers of the frame we can also do lens fitting. Make sure you bring them by the shop.
How do I know what size frame I need?
We have a size guideline you can access online here.
How do I know which frames will look best on me?
Use our virtual try on app here, also, our experts are always available on phone to make recommendations regarding frame shapes, styles, and colors.
May I try your glasses on at home before I buy them?
We are sorry, we do not offer this service.
How do I know which lens material to choose?
Usually the ideal material for your lenses depends on your lifestyle. For example, if you are a frequent computer user, the blue block lens is preferable.
May I order lenses only?
Yes, eyemagine.com allows you to purchase prescription lenses only. However, you must send us your frames in advance before we can process your order. This will enable us cut the prescription lenses to fit your exact frame. Finally, you will be required to speak with an optician before you send us your frames.
Can you replace the lenses I have in my current frame?
Yes, eyemagine.com will allow you to purchase prescription lenses only. However, you must send us your frames in advance, before we can process your order. This will enable us to cut the prescription lens to fit your exact frame. Also, you will be required to speak with an optician before you send us your frames.
Payments
What forms of payment do you accept?
Eyemagine.com accepts all major credit and debit cards, including Visa, MasterCard. We also accept Mobile Money: mPesa specifically.
How do you ensure that my personal and payment information is secure?
Eyemagine.com uses a secure server and transmits all sensitive/credit information via Secure Socket Layer (SSL) technology. We do not store any of your private/payment information on our servers after your transaction has been completed. Learn more about our security measures by reading our Privacy Policy.
International Orders
Do you ship internationally?
No. Just Kenya for now.
Guarantees and Warranties
Is the damage to my glasses covered under your warranty?
Damage caused by the wearer is not covered. Returns cover frames only if there is a defect. Products covered under warranty can only be replaced or repaired, not refunded.
How long does your warranty last?
Our frame and lens warranties cover products for 30 days from the date you received them.
Shipping and Order Status
How long will it take to receive my order?
Non-prescription eyewear as well as contact lenses usually takes 2 business days to receive for Nairobi customers. Prescription eyewear orders typically take 2 business days to receive for Nairobi customers.
If your item is on back order or does not pass our quality control inspection, it could take longer than the estimated shipping times listed above to receive your order. Our customer service department will contact you if they anticipate a delay in delivering your order, outside of the normal time frames.
How will I know if my item is on backorder?
You will receive an email at the address you provided to inform you that your item is on backorder. You will also receive a call from our customer service department to ask you how you would like to proceed with your order.
What happens if I don't receive my order after it ships?
You have 5 days from receipt of the shipment confirmation email to notify Eyemagine.com that you have not received your item, otherwise we cannot be responsible for lost shipments.
Contact Us
Whom should I contact if I have questions?
If you have questions or concerns about your order or the products on the Eyemagine.com website, please call one of our opticians using the contact details below.
What are your business hours?
You may place an order on the Eyemagine.com website at any day or time throughout the year. However, our customer service department can only be reached during the business hours: Monday to Saturday - 0800am to 1800pm
