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FAQ

Below are the answers to frequently asked questions from our customers.

To cancel your order, we recommend that you contact our customer service to request a cancellation if your order has not been processed.

Unfortunately, our orders process very quickly once received, so we cannot cancel or make changes once your order is in our system.

To correct any errors with your order or your address information, we recommend that you contact our customer service department to request a cancellation.

If your order has not been processed, the order may be canceled and a new order may be placed. If the order has been processed, unfortunately the order will be shipped as is and cannot be changed.

Please contact our customer service team by clicking here or call us on +1 (202) 773-9223, Monday through Friday between the hours of 9 a.m. and 5 p.m. GMT +3. We are happy to help you in any way we can.

If you receive an error message related to credit card authorization failure, double-check that the billing address on the credit card matches your order billing address, try re-entering your CVV or security code, make sure you have enough funds in your bank account, and be sure that the card is current (not expired) and valid. After validating the information you’ve entered and an error message is received a second attempt, contact us here  or try contacting your bank for further assistance.

We want you to be completely satisfied with your order; however, we understand that if a product does not work, we want to make the return as painless as possible. Of course, we cannot take returns on used/open products or purchased outside of our 14-day return window. Unfortunately, at this time we do not offer credit for returned gifts. All gift returns will be credited to the gift buyer’s credit card upon receipt of the return.

Please Note: All promo items are final sale; they cannot be returned, exchanged, or refunded.

You will receive a refund only for the returned items. A 30€ initial shipping cost will be deducted from your order even when shipping is marked as FREE. Please include a copy of the original order confirmation with the package. Your refund will be issued to the original payment method within 5-7 business days of sending the notification email, acknowledging that your return has been processed.

All returns should be sent to:

Mahmutbey Mah.
Taşocagi Yolu No 25
Kay 5, Diare 84
Bağcılar 34218 İstanbul
Turkey
Phone: +90 542 332 7264

Please include all the documents that came with your package and mention that it is a return.

We accept payment by Visa, MasterCard, American Express, Discover, JCB, Dinners Club, Maestro, Carte Bleu and UnionPay credit cards.

We also accept some local payment methods for certain countries as follows:

PayPal: Global
Apple Pay: Global
Google Pay: Global
Bancontact: Belgium
EPS: Austria
giropay: Germany
iDEAL: Netherlands
Przelewy24: Poland
Klarna: Sweden, Finland, Norway, Denmark, Germany, Austria, the Netherlands, Belgium, Switzerland, France, Italy, Poland, Spain, Portugal, Great Britain, Hungary, Czech Republic, Slovakia, the USA, Canada and Australia.
AfterPay: Australia, the United Kingdom, Canada, the United States, and New Zealand
Sofort: Austria, Belgium, Germany, Italy, Netherlands, Spain
Bank Transfer: EU Countries and the USA
Western Union: Bahrain, Kuwait, Oman, Qatar, Saudi Arabia and the United Arab Emirates (UAE)

If you did not request a cancellation, there was a discrepancy with the billing or shipping information provided at the time of purchase, or your order was canceled for your protection because the payment information provided did not match the payment card.

Please be sure to contact your financial institution to confirm or update your payment details before placing a new order.

Orders received before 1 p.m. (GMT+3) are shipped the same day Monday thru Friday; Orders received after 1 p.m. (GMT+3) are dispatched the following business day.

Delivery will be within 1-7 business days after the order is dispatched and depending on your location.

During periods of high volume (product launches, sales, and promotions, etc.), please allow extra time to process your order. Thank you for your patience!

If your package has been lost and has not arrived, please contact our customer service team by clicking here or call us on +1 (202) 773-9223, Monday to Friday, 9 a.m. to 5 p.m. (GMT+3). We will be happy to help in any way we can.

Unfortunately, we cannot send order information to an email address other than the one provided with the order. Please contact us to request an update regarding the status of your order.

While beauty and fashion know no borders, international orders may be subject to import taxes, duties, and fees levied by your country’s customs department upon arrival.

When ordering from 24LENSES, the recipient of the shipment is the importer of record and is responsible for these import charges, as well as complying with all laws and regulations of the destination country.

24LENSES does not collect duties and taxes, and as smart as we are, we cannot predict what your particular charges may be. Customs policies vary widely from country to country, so please contact your local customs office for more information before making any purchase.

We assume no responsibility if your order is held by customs because of customs duties. Failing to pay your customs obligation does not entitle you to a refund if your order is destroyed or returned to us after being considered abandoned.

In case it is returned due to the fact you refusing to pay your import duties. A fee of 30€ will be deducted from your refund if shipping was made to you via DHL Express and 15€ for all other means of transportation. These fees apply even when the shipping fee is advertised as FREE or any other amount at checkout.

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