Help Center & FAQs

Help Center

Choose a topic below to get quick assistance

Order Issues

Payment & Billing

Shipping & Tracking

Returns & Refunds

Prescription & Product

Ideas & Other Questions

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How can we help with your order?

Where is My Order?
I Didn't Receive Order Emails
I Need Customer Service Help
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I Didn't Receive Order Emails

If you did not receive an order confirmation or shipping email after placing your order, there are usually two possible situations:

  1. Your order is still processing. Orders require 1–3 business days for processing. During this period, you may only receive the order confirmation email and not yet the email containing the tracking number.
  2. Your order has shipped. If your order is already marked as shipped but you have not received any emails, please check your spam or junk folder.

Normally, we automatically send several emails, including order confirmation, shipment confirmation, and a link to track your order. If you are still concerned, you can enter the email address used at checkout on 724Track to look up your order.

Check your order on 724Track
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What payment issue are you experiencing?

Payment Failed
Charged Twice / Billing Help
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Payment Failed Solution

Try another payment method, check with your bank for restrictions, and make sure your billing details match the information on your card.
Still Need Help? Send a Request
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Tracking can take 1–3 business days to appear after your order is dispatched. You can use your order number, tracking number or email address.
Track My Order
Ask About Shipping or Delivery
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What would you like help with?

Prescription Guide
Ask About Prescription or Fit
Ask About a Product
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Share Your Product Ideas

Tell us which character, style, color or collection you would like to see next.
Send a Product Idea
Ask Another Question
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Support Request

Our support team will review your request and respond within 24–48 hours.

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Please do not send full card numbers, passwords or other sensitive payment information.

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You can fill out the form to contact us directly, or use your own email to send us a message at help@lumeye.com.

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Frequently Asked Questions

How do I track my order?

Use your tracking number, email address or order number on the Track Your Order page. Tracking can take 1–3 business days after dispatch to appear.

Can I change my order after checkout?

Contact us as soon as possible. If the order has not entered processing or shipped, our team may be able to update the address or details.

How many lenses are included?

Pack size varies by product. Check the packaging options on the product page before adding the item to your cart.

Do you offer prescription lenses?

Many Lumeye styles offer plano and prescription powers. See our Prescription Guide for help selecting a power.

Are Lumeye lenses made to high safety standards?

Our products are presented as made to high safety standards and strict quality-control procedures. Follow the wear and care instructions for your chosen lenses.

How long does shipping take?

Processing usually takes 1–3 business days. Delivery estimates vary by destination, customs and carrier. See Shipping & Delivery for details.

What is the return policy?

Eligible items must be unopened and in original packaging. Read the full Returns & Refunds policy before sending anything back.