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Frequently asked questions

Order/General, Payment, Frames, Delivery and Shipping, Returns


How do I place an order?
Browse the site and pick out your favorite frame(s) and check NON-PRESCRIPTION or PRESCRIPTION button to move on to the next step based on your needs, complete to check out your order. We’ll take care of the rest!
Can I cancel or change my order? What should I do?
We can help cancelling the order only if the package has not been shipped out. Please contact us via emails if needed.


What payment method do you accept?
We accept PayPal and Credit/Debit Cards (including Master, Visa, Express, Discover). Currently, we do not accept payment on delivery, check or money orders.
How are your payments secured?
We use PCI standards to guarantee safe payment processing. All transactions are process and protected through PayPal as well.
How can I get an invoice for my order?
You can download a detailed invoice for a specific order by accessing the My Orders section of your account page.
Do you accept insurance?
Unfortunately, we are not currently affiliated with any insurance companies. Moreover, all our eyeglasses or sunglasses are non-rx lenses. They are not covered by the insurance. However, we can provide you with a detailed copy of your invoice if you need, so you may request for reimbursement from your insurance company if possible.


How to choose the right frame for my face shape?
Our frames and face shape guide will help you with choosing a flattering frame for men and women.
Do you offer children's frames?
Unfortunately, we don’t offer children’s frames. However, you could check the size of the frames to see if some pairs are good for your children.
Is it possible to order KoalaEyE glasses with prescription lenses?
Yes, we offer prescription eyeglasses and sunglasses. What we need is your eyeglasses prescription from your eye doctor. When you ordering from us, please submit your original prescription script or enter it manually. We will process your eyeglasses or sunglasses according to your prescription information provided.
Do you offer glasses that turn into sunglasses outdoors?
Yes! We offer light-sensitive sunglasses.
How do I measure my frames?
Knowing the right measurement for your frames is very important before shopping for glasses online. There is a set of three numbers inside of your frame temple arm, they look like 45-18-143. The first number is your frame width, the second number is the bridge distance and the third number is the temple length. With these numbers, you can select glasses from KoalaEyE that fit you best.

If you do not have those numbers in hand, you can always try measuring by yourself. Just keep this mind, when measuring frame width, you need to measure from temple screw to temple screw. For temple length you need to measure from the temple screw to the temple tip.
Can I buy the frames alone?
Of course, you can. Please choose PRESCRIPTION-> SELECT LENSES-> FRAMES ONLY while ordering online.

Delivery and Shipping

Can I track my order?
Of course, you can log into your account and view your specific order details, click “Track the order” button to track your order.
Will I have to pay any taxes or customs duties?
It depends on the destination. All orders outside of the US and Canada are shipped as duties, customs, and taxes unpaid. A certain amount of import duty may apply for some countries. In the event that your order is charged taxes or customs duties, you will be responsible for all expenses incurred, which will be non-refundable.
How much is the shipping? What countries do you ship to?
Country/Region Shipping Method Estimated Delivery Shipping Fee
this af content image Express Shipping 7--14 US$13.95
Standard Shipping 8--20 US$5.95
this af content image Express Shipping 7--14 US$13.95
Standard Shipping 8--20 US$6.95
this af content image Express Shipping 12--16 US$11.95
Standard Shipping 8--20 US$6.95
this af content image Express Shipping 6--10 US$15.95
Standard Shipping 8--20 US$6.95
this af content image Express Shipping 6--10 US$15.95
Standard Shipping 8--20 US$6.95
Austria Express Shipping 12--18 US$12.95
Czech Republic
Australia Express Shipping 12--18 US$9.95
New Zealand
Malaysia Express Shipping 12--18 US$11.95
South Korea
Argentina Express Shipping 7--14 US$23.00
South Africa Express Shipping 5--10 US$17.95


Your order will be delivered within the above estimated delivery timeframe. In most cases, your eyewear will be delivered in a faster way, but may take the full estimated deliver time depending on smooth of the shipping or custom clearance.


What’s your return policy?
At KoalaEye, the quality of our sunglasses and eyeglasses are guaranteed. But if you are not happy with your eyewear received, just email us for a refund or a replacement.

14-Day Fit & Style guarantee: It allows customers to make an equal exchange or return with no questions asked. Customers are responsible for shipping and handling costs when returning glasses.

3-Month Warranty: Customers will enjoy a 3-month warranty (3 months from the date of receipt), covering any possible defect in materials and workmanship. This warranty does not cover damage caused by accidents, negligence, or improper care.
How do I make an exchange or return?
1. Making a return is easy! Just feel free to email us and then we will help you with exchange or return. Once your request is made, our customer service will be in touch with you within 24 hours on weekdays or 48 hours on weekends.

2. Once customer service notifies you that you're all set to mail your return, make sure to provide us with your tracking number for the returned package.

3. You'll receive a refund within 48 hours of providing your tracking No. Or, if you chose the replacement option, we'll ship your new eyewear!