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Luminous Optical

Find answers to your questions, access our FAQs, and get support for your eyewear needs. Explore our comprehensive resources to ensure a seamless experience with Luminous Optical

Luminous Optical Help Center - Customer Support & FAQs

To place a wholesale order with us, follow these steps:. Log into your wholesale account using the email address associated with your business. Browse our collection of frames on the B2B portal. Add your selections to your cart and proceed through ch

<p data-start="273" data-end="328" id="isPasted">To place a wholesale order with us, follow these steps:</p><ol data-start="330" data-end="547"><li data-start="330" data-end="423"><p data-start="333" data-end="423"><strong data-start="333" data-end="368">Log into your wholesale account</strong> using the email address associated with your business.</p></li><li data-start="424" data-end="481"><p data-start="427" data-end="481"><strong data-start="427" data-end="452">Browse our collection</strong> of frames on the B2B portal.</p></li><li data-start="482" data-end="547"><p data-start="485" data-end="547">Add your selections to your cart and proceed through checkout.</p></li></ol><p data-start="549" data-end="803">If you prefer to place an order by email, you can send your request to hello@luminousoptical.com. Include the frame name, size, color, and quantity. Our team will confirm your order and send an invoice for payment.</p><p data-start="805" data-end="879">Need help logging in? Contact us and we&#x2019;ll resend your account invitation.</p>

How Do I Place an Order?

We offer several payment options for our wholesale partners:. Opening orders are typically prepaid unless Net terms have been arranged. Net30 terms are available upon approval. We accept payment via credit card. To request Net terms or discuss a cust

<p data-start="927" data-end="987" id="isPasted">We offer several payment options for our wholesale partners:</p><ul data-start="989" data-end="1167"><li data-start="989" data-end="1068"><p data-start="991" data-end="1068"><strong data-start="991" data-end="1009">Opening orders</strong> are typically prepaid unless Net terms have been arranged.</p></li><li data-start="1069" data-end="1115"><p data-start="1071" data-end="1115"><strong data-start="1071" data-end="1086">Net30 terms</strong> are available upon approval.</p></li><li data-start="1116" data-end="1167"><p data-start="1118" data-end="1167">We accept payment via credit card.</p></li></ul><p data-start="1169" data-end="1340">To request Net terms or discuss a custom payment plan for a large order, please reach out to us at hello@luminousoptical.com.</p>

What Are Your Payment Terms?

Absolutely! Our full frame selection is available online through the B2B portal once you’re logged in. There, you’ll be able to view:. Style names. Frame materials and color options. Eye/bridge/temple measurements. Need a PDF? Email us at hello@lumin

<p data-start="1706" data-end="1839">Absolutely! Our full frame selection is available online through the B2B portal once you&#x2019;re logged in. There, you&#x2019;ll be able to view:</p><ul data-start="1841" data-end="1925"><li data-start="1841" data-end="1863"><p data-start="1843" data-end="1863">Style names&#xA0;</p></li><li data-start="1864" data-end="1892"><p data-start="1866" data-end="1892">Frame materials and color options</p></li><li data-start="1893" data-end="1925"><p data-start="1895" data-end="1925">Eye/bridge/temple measurements</p></li></ul><p data-start="1927" data-end="2076">Need a PDF? Email us at hello@luminousoptical.com and we&#x2019;d be happy to provide one.</p>

Can I See a Catalog of Your Frames?

We aim to ship all in-stock frames within 2 business days. Here's what you can expect:. Standard shipping: Free for orders $100+ and for warranty replacements. Expedited shipping: Available upon request (additional charges apply). Carrier: Most order

<p data-start="2125" data-end="2211" id="isPasted">We aim to ship all in-stock frames within 2 business days. Here&apos;s what you can expect:</p><ul data-start="2213" data-end="2397"><li data-start="2213" data-end="2259"><p data-start="2215" data-end="2259"><strong data-start="2215" data-end="2237">Standard shipping:</strong> Free for orders $100+ and for warranty replacements.</p></li><li data-start="2260" data-end="2335"><p data-start="2262" data-end="2335"><strong data-start="2262" data-end="2285">Expedited shipping:</strong> Available upon request (additional charges apply)</p></li><li data-start="2336" data-end="2397"><p data-start="2338" data-end="2397"><strong data-start="2338" data-end="2350">Carrier:</strong> Most orders are shipped via USPS or UPS Ground</p></li></ul><p data-start="2399" data-end="2464">Once your order ships, you&#x2019;ll receive a tracking number by email.</p>

What Is Your Shipping Policy?

If you’ve opened a new location or want additional staff to access your wholesale portal:. Email us with the new location’s details (name, shipping address, contact info). Let us know which users should have access and what permissions they need. We’

<p data-start="4598" data-end="4687" id="isPasted">If you&#x2019;ve opened a new location or want additional staff to access your wholesale portal:</p><ol data-start="4689" data-end="4928"><li data-start="4689" data-end="4772"><p data-start="4692" data-end="4772">Email us with the new location&#x2019;s details (name, shipping address, contact info).</p></li><li data-start="4773" data-end="4850"><p data-start="4776" data-end="4850">Let us know which users should have access and what permissions they need.</p></li><li data-start="4851" data-end="4928"><p data-start="4854" data-end="4928">We&#x2019;ll create a new account profile or update your current one accordingly.</p></li></ol><p data-start="4930" data-end="5027">Managing multiple accounts? We can link them under one umbrella to simplify billing and ordering.</p>

How Can I Add Another Location or User to My Account?

We stand beind the quality of our eyewear and are committed to supporting our partners when issues arise. Below is an overview of whats covered under our warranty program.Coverage DetailsCoverage Terms:Our warranty covers eligible eyewear for 2 years

<div data-block="true" data-editor="4h65m" data-offset-key="4g9t1-0-0" id="isPasted"><div data-offset-key="4g9t1-0-0"><span data-offset-key="4g9t1-0-0"><span data-text="true">We stand beind the quality of our eyewear and are committed to supporting our partners when issues arise. Below is an overview of whats covered under our warranty program.</span></span></div></div><div data-block="true" data-editor="4h65m" data-offset-key="fdgvt-0-0"><div data-offset-key="fdgvt-0-0"><span data-offset-key="fdgvt-0-0"><br data-text="true"></span></div></div><div data-block="true" data-editor="4h65m" data-offset-key="6mk0t-0-0"><div data-offset-key="6mk0t-0-0"><span data-offset-key="6mk0t-0-0"><span data-text="true" style="font-size: 18px;"><strong>Coverage Details</strong></span></span></div></div><div data-block="true" data-editor="4h65m" data-offset-key="6p60b-0-0"><div data-offset-key="6p60b-0-0"><span data-offset-key="6p60b-0-0"><br data-text="true"></span></div></div><div data-block="true" data-editor="4h65m" data-offset-key="4ffa2-0-0"><div data-offset-key="4ffa2-0-0"><span data-offset-key="4ffa2-0-0"><span data-text="true">Coverage Terms:</span></span></div></div><div data-block="true" data-editor="4h65m" data-offset-key="5591u-0-0"><div data-offset-key="5591u-0-0"><span data-offset-key="5591u-0-0"><span data-text="true">Our warranty covers eligible eyewear for 2 years from the orignal dispensing or purchase date by the patient or customer</span></span></div></div><div data-block="true" data-editor="4h65m" data-offset-key="655fu-0-0"><div data-offset-key="655fu-0-0"><span data-offset-key="655fu-0-0"><br data-text="true"></span></div></div><div data-block="true" data-editor="4h65m" data-offset-key="534oa-0-0"><div data-offset-key="534oa-0-0"><span data-offset-key="534oa-0-0"><span data-text="true">Whats Covered:</span></span></div></div><div data-block="true" data-editor="4h65m" data-offset-key="4delo-0-0"><div data-offset-key="4delo-0-0"><span data-offset-key="4delo-0-0"><span data-text="true">Frame Manufacturing Defects - examples include broken hinges, oxidation, or structural failures due to material or workmanship</span></span></div></div><div data-block="true" data-editor="4h65m" data-offset-key="22hu2-0-0"><div data-offset-key="22hu2-0-0"><span data-offset-key="22hu2-0-0"><span data-text="true">Lens Defects- Issues such as delamination or crazing that are manufacturer-related</span></span></div></div><div data-block="true" data-editor="4h65m" data-offset-key="9mq23-0-0"><div data-offset-key="9mq23-0-0"><span data-offset-key="9mq23-0-0"><br data-text="true"></span></div></div><div data-block="true" data-editor="4h65m" data-offset-key="emv2c-0-0"><div data-offset-key="emv2c-0-0"><span data-offset-key="emv2c-0-0"><span data-text="true">Whats Not Covered:</span></span></div></div><div data-block="true" data-editor="4h65m" data-offset-key="239tu-0-0"><div data-offset-key="239tu-0-0"><span data-offset-key="239tu-0-0"><span data-text="true">Scratchd Lenses</span></span></div></div><div data-block="true" data-editor="4h65m" data-offset-key="fjd50-0-0"><div data-offset-key="fjd50-0-0"><span data-offset-key="fjd50-0-0"><span data-text="true">Accidental damage (e.g., chewing, dropping, sitting on frames etc)</span></span></div></div><div data-block="true" data-editor="4h65m" data-offset-key="8v974-0-0"><div data-offset-key="8v974-0-0"><span data-offset-key="8v974-0-0"><span data-text="true">Damage from normal wear and tear</span></span></div></div><div data-block="true" data-editor="4h65m" data-offset-key="2tupq-0-0"><div data-offset-key="2tupq-0-0"><span data-offset-key="2tupq-0-0"><span data-text="true">Alterations or issues caused by third-party lens edging or processing</span></span></div></div><div data-block="true" data-editor="4h65m" data-offset-key="8gvek-0-0"><div data-offset-key="8gvek-0-0"><span data-offset-key="8gvek-0-0"><br data-text="true"></span></div></div><div data-block="true" data-editor="4h65m" data-offset-key="aa85o-0-0"><div data-offset-key="aa85o-0-0"><span data-offset-key="aa85o-0-0"><span data-text="true" style="font-size: 18px;"><strong>How To Submit A Warranty Claim:</strong></span></span></div></div><div data-block="true" data-editor="4h65m" data-offset-key="2qpe6-0-0"><div data-offset-key="2qpe6-0-0"><span data-offset-key="2qpe6-0-0"><br data-text="true"></span></div></div><div data-block="true" data-editor="4h65m" data-offset-key="8n5dg-0-0"><div data-offset-key="8n5dg-0-0"><span data-offset-key="8n5dg-0-0" style=" text-decoration: underline;"><span data-text="true">Option A: Submit Directly</span></span></div></div><div data-block="true" data-editor="4h65m" data-offset-key="d21ji-0-0"><div data-offset-key="d21ji-0-0"><span data-offset-key="d21ji-0-0"><span data-text="true">Email&#xA0;</span></span><a href="mailto:hello@luminousoptical.com" target="_blank" rel="noopener noreferrer" style=" text-decoration: none !important;"><span data-offset-key="d21ji-1-0"><span data-text="true">hello@luminousoptical.com</span></span></a><span data-offset-key="d21ji-2-0"><span data-text="true">&#xA0;or submit a request via our online Helpdesk and include the following:</span></span></div></div><ul><li data-block="true" data-editor="4h65m" data-offset-key="co96p-0-0"><div data-offset-key="co96p-0-0"><span data-offset-key="co96p-0-0"><span data-text="true">Invoice number</span></span></div></li><li data-block="true" data-editor="4h65m" data-offset-key="a37o7-0-0"><div data-offset-key="a37o7-0-0"><span data-offset-key="a37o7-0-0"><span data-text="true">Frame and/or lens details</span></span></div></li><li data-block="true" data-editor="4h65m" data-offset-key="2l8vk-0-0"><div data-offset-key="2l8vk-0-0"><span data-offset-key="2l8vk-0-0"><span data-text="true">Description of the issue</span></span></div></li><li data-block="true" data-editor="4h65m" data-offset-key="9s7te-0-0"><div data-offset-key="9s7te-0-0"><span data-offset-key="9s7te-0-0"><span data-text="true">Clear, close-up photos of the defect</span></span></div></li></ul><div data-block="true" data-editor="4h65m" data-offset-key="bbt86-0-0"><div data-offset-key="bbt86-0-0"><span data-offset-key="bbt86-0-0"><span data-text="true">If approved:</span></span></div></div><ul><li data-block="true" data-editor="4h65m" data-offset-key="ec1jv-0-0"><div data-offset-key="ec1jv-0-0"><span data-offset-key="ec1jv-0-0"><span data-text="true">You&#x2019;ll receive a Return Authorization (RA) number</span></span></div></li><li data-block="true" data-editor="4h65m" data-offset-key="f17id-0-0"><div data-offset-key="f17id-0-0"><span data-offset-key="f17id-0-0"><span data-text="true">A prepaid return label will be provided if needed</span></span></div></li><li data-block="true" data-editor="4h65m" data-offset-key="ifc4-0-0"><div data-offset-key="ifc4-0-0"><span data-offset-key="ifc4-0-0"><span data-text="true">A replacement product will be shipped at no charge</span></span></div></li></ul><div data-block="true" data-editor="4h65m" data-offset-key="6ibgf-0-0"><div data-offset-key="6ibgf-0-0"><span data-offset-key="6ibgf-0-0"><span data-text="true">If the claim does not qualify under warranty:</span></span></div></div><ul><li data-block="true" data-editor="4h65m" data-offset-key="215ju-0-0"><div data-offset-key="215ju-0-0"><span data-offset-key="215ju-0-0"><span data-text="true">We&#x2019;ll provide a clear reason</span></span></div></li><li data-block="true" data-editor="4h65m" data-offset-key="1ndbo-0-0"><div data-offset-key="1ndbo-0-0"><span data-offset-key="1ndbo-0-0"><span data-text="true">You&apos;re welcome to reply with additional context or documentation for reconsideration&#xA0;</span></span></div></li></ul><div data-block="true" data-editor="4h65m" data-offset-key="g57g-0-0"><div data-offset-key="g57g-0-0"><span data-offset-key="g57g-0-0" style=" text-decoration: underline;"><span data-text="true">Option B: Submit via Your TOMS Sales Rep</span></span></div></div><div data-block="true" data-editor="4h65m" data-offset-key="8j5et-0-0"><div data-offset-key="8j5et-0-0"><span data-offset-key="8j5et-0-0"><span data-text="true">Share the following information with your rep if you have been assigned one:</span></span></div></div><ul><li data-block="true" data-editor="4h65m" data-offset-key="6glkd-0-0"><div data-offset-key="6glkd-0-0"><span data-offset-key="6glkd-0-0"><span data-text="true">Invoice number</span></span></div></li><li data-block="true" data-editor="4h65m" data-offset-key="9ikua-0-0"><div data-offset-key="9ikua-0-0"><span data-offset-key="9ikua-0-0"><span data-text="true">Product details and photos</span></span></div></li><li data-block="true" data-editor="4h65m" data-offset-key="1579d-0-0"><div data-offset-key="1579d-0-0"><span data-offset-key="1579d-0-0"><span data-text="true">Description of the issue</span></span></div></li></ul><div data-block="true" data-editor="4h65m" data-offset-key="dffqa-0-0"><div data-offset-key="dffqa-0-0"><span data-offset-key="dffqa-0-0"><span data-text="true">Your rep will submit the claim on your behalf to our internal team</span></span></div></div><div data-block="true" data-editor="4h65m" data-offset-key="f5kl0-0-0"><div data-offset-key="f5kl0-0-0"><span data-offset-key="f5kl0-0-0"><span data-text="true">The resolution (RA number, label, replacement, or clarification) will be coordinated between the rep and the Luminous Optical team.</span></span></div></div>

What Is Your Warranty Policy?

At Luminous Optical, we’re proud to support eye care professionals by offering high-quality, fashion-forward eyewear designed with your patients in mind. If you're interested in partnering with us to bring Luminous Optical frames to your optical prac

<p>At Luminous Optical, we&#x2019;re proud to support eye care professionals by offering high-quality, fashion-forward eyewear designed with your patients in mind. If you&apos;re interested in partnering with us to bring Luminous Optical frames to your optical practice or retail space, becoming a wholesale partner is easy &#x2014; and we&#x2019;re here to walk you through the process.</p><p><br></p><h3 data-start="515" data-end="553" id="isPasted">Why Partner with Luminous Optical?</h3><p data-start="555" data-end="601">As a wholesale partner, you&#x2019;ll gain access to:</p><ul data-start="602" data-end="872"><li data-start="602" data-end="654"><p data-start="604" data-end="654">Our full collection of stylish and durable eyewear</p></li><li data-start="602" data-end="654"><p data-start="604" data-end="654">Exclusive wholesale pricing and volume discounts</p></li><li data-start="758" data-end="820"><p data-start="760" data-end="820">Responsive support from our dedicated B2B customer care team</p></li><li data-start="821" data-end="872"><p data-start="823" data-end="872">Easy online ordering through our wholesale portal</p></li></ul><p><br></p><h3 data-start="594" data-end="636" id="isPasted">Step 1: Submit a Partnership Request</h3><p data-start="637" data-end="719">To get started, simply reach out to our team through one of the following options:</p><ul data-start="720" data-end="893"><li data-start="720" data-end="796"><p data-start="722" data-end="796"><strong data-start="722" data-end="732">Email:</strong> <a data-start="733" data-end="794" rel="noopener">hello@luminousoptical.com</a></p></li><li data-start="797" data-end="893"><p data-start="799" data-end="893"><strong data-start="799" data-end="816">Contact Form:</strong> Visit our&#xA0;<a href="https://luminousoptical.com/pages/contact">website&#xA0;</a>and send us an email with your information</p></li></ul><p data-start="895" data-end="1025">Please include:</p><ul><li data-block="true" data-editor="304so" data-offset-key="3fa5i-0-0" id="isPasted"><div data-offset-key="3fa5i-0-0"><span data-offset-key="3fa5i-0-0"><span data-text="true">Company Name</span></span></div></li><li data-block="true" data-editor="304so" data-offset-key="3fa5i-0-0" id="isPasted"><div data-offset-key="3fa5i-0-0"><span data-offset-key="3fa5i-0-0"><span data-text="true">EIN and or NPI</span></span></div></li><li data-block="true" data-editor="304so" data-offset-key="4ug1a-0-0"><div data-offset-key="4ug1a-0-0"><span data-offset-key="4ug1a-0-0"><span data-text="true">Shipping Address</span></span></div></li><li data-block="true" data-editor="304so" data-offset-key="3io30-0-0"><div data-offset-key="3io30-0-0"><span data-offset-key="3io30-0-0"><span data-text="true">Billing Address</span></span></div></li><li data-block="true" data-editor="304so" data-offset-key="1m10g-0-0"><div data-offset-key="1m10g-0-0"><span data-offset-key="1m10g-0-0"><span data-text="true">Phone Number</span></span></div></li><li data-block="true" data-editor="304so" data-offset-key="9n96t-0-0"><div data-offset-key="9n96t-0-0"><span data-offset-key="9n96t-0-0"><span data-text="true">Email Address (this will be used to log in to our website)</span></span></div></li><li data-block="true" data-editor="304so" data-offset-key="9n96t-0-0"><div data-offset-key="9n96t-0-0"><span data-offset-key="9n96t-0-0"><span data-text="true">Name and email address of the primary contact at your practice for ordering or billing</span></span></div></li><li data-block="true" data-editor="304so" data-offset-key="fcg7s-0-0"><div data-offset-key="fcg7s-0-0">Resale Certificate Number</div></li></ul><h3 data-start="1027" data-end="1054" id="isPasted">Step 2: Account Setup</h3><p data-start="1055" data-end="1111">Once we receive your request, a member of our team will:</p><ul data-start="1112" data-end="1333"><li data-start="1112" data-end="1168"><p data-start="1114" data-end="1168">Create your wholesale account in our ordering portal</p></li><li data-start="1169" data-end="1255"><p data-start="1171" data-end="1255">Send you login instructions and a brief overview of how to browse and order frames</p></li><li data-start="1256" data-end="1333"><p data-start="1258" data-end="1333">Answer any initial questions you may have about pricing, minimums, or terms</p></li></ul><p><br></p><h3 data-start="1397" data-end="1427" id="isPasted">Step 3: Browse and Order</h3><p data-start="1428" data-end="1472">With your account set up, you&#x2019;ll be able to:</p><ul data-start="1473" data-end="1647"><li data-start="1473" data-end="1527"><p data-start="1475" data-end="1527">View our full frame catalog with wholesale pricing</p></li><li data-start="1528" data-end="1580"><p data-start="1530" data-end="1580">Place orders directly online at your convenience</p></li><li data-start="1581" data-end="1647"><p data-start="1583" data-end="1647">Track shipments and view order history in your account dashboard</p></li></ul><p><br></p><h3 data-start="1649" data-end="1684" id="isPasted">Step 4: Support and Resources</h3><p data-start="1685" data-end="1724">As a wholesale partner, you&#x2019;ll receive:</p><ul data-start="1725" data-end="1950"><li data-start="1725" data-end="1778"><p data-start="1727" data-end="1778">Dedicated customer care via email, phone, or text</p></li><li data-start="1843" data-end="1893"><p data-start="1845" data-end="1893">Flexible payment terms for qualifying accounts - credit application process required</p></li><li data-start="1894" data-end="1950"><p data-start="1896" data-end="1950">A clear warranty and return policy for patient support</p></li></ul><p><br></p><h3 data-start="1952" data-end="1975" id="isPasted">Ready to Join Us?</h3><p data-start="1976" data-end="2147">We&#x2019;d love to welcome you to the Luminous Optical family. Whether you&#x2019;re outfitting one office or multiple locations, our team is here to support you every step of the way.</p><p data-start="2149" data-end="2287">Still have questions? Feel free to reach out to us at <a data-start="2203" data-end="2264" rel="noopener">hello@luminousoptical.com</a> &#x2014; we&#x2019;re happy to help!</p>

How Can I Become a Wholesale Partner with Luminous Optical?

Yes, we do!. If you'd like to be connected with a representative in your area, please reach out to us. We’ll do our best to match you with a rep who can support your account and provide personalized service based on your region and business needs. Le

<h3 data-start="89" data-end="131" id="isPasted"><strong data-start="93" data-end="131"><span style="font-size: 18px;">Do you have sales representatives?</span></strong></h3><p data-start="133" data-end="144">Yes, we do!</p><p data-start="146" data-end="380">If you&apos;d like to be connected with a representative in your area, please reach out to us. We&#x2019;ll do our best to match you with a rep who can support your account and provide personalized service based on your region and business needs.</p><p data-start="382" data-end="487" data-is-last-node data-is-only-node>Let us know your <strong data-start="399" data-end="456">business name, location, and preferred contact method</strong>, and we&#x2019;ll take it from there!</p>

Do You Have Sales Representatives?

We want you to love the frames you carry. While we do our best to ensure accurate orders and satisfaction, we understand that sometimes a return is needed. Here's how our return policy works:.

<div data-block="true" data-editor="31f57" data-offset-key="d3net-0-0" id="isPasted"><p>We want you to love the frames you carry. While we do our best to ensure accurate orders and satisfaction, we understand that sometimes a return is needed. Here&apos;s how our return policy works:</p></div><div data-block="true" data-editor="31f57" data-offset-key="3bo48-0-0"><br></div><h4 data-block="true" data-editor="31f57" data-offset-key="56m3h-0-0" id="eligibility-for-returns"><div data-offset-key="56m3h-0-0"><span data-offset-key="56m3h-0-0"><span data-text="true"><strong>Eligibility for Returns</strong></span></span></div></h4><div data-block="true" data-editor="31f57" data-offset-key="7f4vg-0-0"><div data-offset-key="7f4vg-0-0"><span data-offset-key="7f4vg-0-0"><span data-text="true">Returns are accepted when accompanied by the purchase of </span></span><span data-offset-key="7f4vg-0-1" style=" text-decoration: underline;"><span data-text="true">two (2) replacement frames.</span></span></div></div><div data-block="true" data-editor="31f57" data-offset-key="7ahec-0-0"><div data-offset-key="7ahec-0-0"><span data-offset-key="7ahec-0-0"><span data-text="true">&#xA0;To qualify, returned frames must:</span></span></div></div><ul><li data-block="true" data-editor="31f57" data-offset-key="31q8s-0-0"><div data-offset-key="31q8s-0-0"><span data-offset-key="31q8s-0-0"><span data-text="true">&#xA0;Be unused and in their original packaging&#xA0;</span></span></div></li><li data-block="true" data-editor="31f57" data-offset-key="2m9j8-0-0"><div data-offset-key="2m9j8-0-0"><span data-offset-key="2m9j8-0-0"><span data-text="true">&#xA0;Be active styles (discontinued frames are not eligible for return outside of the standard return window)</span></span></div></li></ul><h4 data-block="true" data-editor="31f57" data-offset-key="1cvgq-0-0" id="refund-details"><div data-offset-key="1cvgq-0-0"><span data-offset-key="1cvgq-0-0"><span data-text="true"><strong>Refund Details</strong></span></span></div></h4><div data-block="true" data-editor="31f57" data-offset-key="9er8d-0-0"><div data-offset-key="9er8d-0-0"><span data-offset-key="9er8d-0-0"><span data-text="true">Once your return is received and inspected, we&#x2019;ll process a refund for the original frame to your account or original payment method, based on your billing terms.</span></span></div></div><div data-block="true" data-editor="31f57" data-offset-key="f16qc-0-0"><div data-offset-key="f16qc-0-0"><span data-offset-key="f16qc-0-0"><br data-text="true"></span></div></div><h4 data-block="true" data-editor="31f57" data-offset-key="81e1t-0-0" id="exceptions"><div data-offset-key="81e1t-0-0"><span data-offset-key="81e1t-0-0"><span data-text="true"><strong>Exceptions</strong></span></span></div></h4><div data-block="true" data-editor="31f57" data-offset-key="fqh0t-0-0"><div data-offset-key="fqh0t-0-0"><span data-offset-key="fqh0t-0-0"><span data-text="true">In some cases, we may approve returns outside of the standard policy, including:</span></span></div></div><ul><li data-block="true" data-editor="31f57" data-offset-key="dmi83-0-0"><div data-offset-key="dmi83-0-0"><span data-offset-key="dmi83-0-0"><span data-text="true">&#xA0;Special accommodations made at the account level</span></span></div></li><li data-block="true" data-editor="31f57" data-offset-key="f0u7t-0-0"><div data-offset-key="f0u7t-0-0"><span data-offset-key="f0u7t-0-0"><span data-text="true">&#xA0;Order fulfillment or shipping errors</span></span></div></li></ul><div data-block="true" data-editor="31f57" data-offset-key="3ff28-0-0"><div data-offset-key="3ff28-0-0"><span data-offset-key="3ff28-0-0"><span data-text="true">All exception requests are reviewed on a case-by-case basis.&#xA0;</span></span></div></div><div data-block="true" data-editor="31f57" data-offset-key="eoiqi-0-0"><div data-offset-key="eoiqi-0-0"><span data-offset-key="eoiqi-0-0"><br data-text="true"></span></div></div><div data-block="true" data-editor="31f57" data-offset-key="59t6h-0-0"><div data-offset-key="59t6h-0-0"><span data-offset-key="59t6h-0-0"><span data-text="true" style="font-size: 18px;"><strong>How to Submit a Frame Return</strong></span></span><span data-offset-key="59t6h-0-1"><span data-text="true"> </span></span></div></div><div data-block="true" data-editor="31f57" data-offset-key="1u117-0-0"><div data-offset-key="1u117-0-0"><span data-offset-key="1u117-0-0"><br data-text="true"></span></div></div><div data-block="true" data-editor="31f57" data-offset-key="4qr32-0-0"><div data-offset-key="4qr32-0-0"><span data-offset-key="4qr32-0-0" style=" text-decoration: underline;"><span data-text="true">Option A: Submit Directly</span></span></div></div><div data-block="true" data-editor="31f57" data-offset-key="17spg-0-0"><div data-offset-key="17spg-0-0"><span data-offset-key="17spg-0-0"><span data-text="true">Email&#xA0;</span></span><a href="mailto:hello@luminousoptical.com" target="_blank" rel="noopener noreferrer" style=" text-decoration: none !important;"><span data-offset-key="17spg-1-0"><span data-text="true">hello@luminousoptical.com</span></span></a><span data-offset-key="17spg-2-0"><span data-text="true">&#xA0;with:</span></span></div></div><ul><li data-block="true" data-editor="31f57" data-offset-key="buji7-0-0"><div data-offset-key="buji7-0-0"><span data-offset-key="buji7-0-0"><span data-text="true">Invoice number</span></span></div></li><li data-block="true" data-editor="31f57" data-offset-key="5q83-0-0"><div data-offset-key="5q83-0-0"><span data-offset-key="5q83-0-0"><span data-text="true">SKU of the original frame being returned</span></span></div></li><li data-block="true" data-editor="31f57" data-offset-key="1o4fh-0-0"><div data-offset-key="1o4fh-0-0"><span data-offset-key="1o4fh-0-0"><span data-text="true">SKUs of the two new frames being purchased</span></span></div></li></ul><div data-block="true" data-editor="31f57" data-offset-key="9srcj-0-0"><div data-offset-key="9srcj-0-0"><span data-offset-key="9srcj-0-0"><span data-text="true">If approved:</span></span></div></div><ul><li data-block="true" data-editor="31f57" data-offset-key="d6kk2-0-0"><div data-offset-key="d6kk2-0-0"><span data-offset-key="d6kk2-0-0"><span data-text="true">A Return Authorization (RA) number will be issued</span></span></div></li><li data-block="true" data-editor="31f57" data-offset-key="2k4ra-0-0"><div data-offset-key="2k4ra-0-0"><span data-offset-key="2k4ra-0-0"><span data-text="true">A prepaid return label will be included with the shipment of your new frame</span></span></div></li></ul><div data-block="true" data-editor="31f57" data-offset-key="e04fk-0-0"><div data-offset-key="e04fk-0-0"><span data-offset-key="e04fk-0-0"><span data-text="true">After return receipt and inspection, a refund for the original frame will be issued within 5 business days</span></span></div><p><br></p></div><div data-block="true" data-editor="31f57" data-offset-key="454a9-0-0"><div data-offset-key="454a9-0-0"><span data-offset-key="454a9-0-0" style=" text-decoration: underline;"><span data-text="true">Option B: Submit via Your TOMS Sales Rep</span></span></div></div><div data-block="true" data-editor="31f57" data-offset-key="719ob-0-0"><div data-offset-key="719ob-0-0"><span data-offset-key="719ob-0-0"><span data-text="true">Share the following information with your rep if you have been assigned one:</span></span></div></div><ul><li data-block="true" data-editor="31f57" data-offset-key="9q343-0-0"><div data-offset-key="9q343-0-0"><span data-offset-key="9q343-0-0"><span data-text="true">Invoice number</span></span></div></li><li data-block="true" data-editor="31f57" data-offset-key="52haj-0-0"><div data-offset-key="52haj-0-0"><span data-offset-key="52haj-0-0"><span data-text="true">Details and SKUs of the return and exchange frames</span></span></div></li></ul><div data-block="true" data-editor="31f57" data-offset-key="dlclc-0-0"><div data-offset-key="dlclc-0-0"><span data-offset-key="dlclc-0-0"><span data-text="true">Your rep will coordinate with our customer experience team to submit the return request. &#xA0;All communication regarding the RA, label, and refund will be routed through your rep or directly to your office, depending on your preference</span></span></div></div>