Reply from FirmooApr 21, 2025
Dear Smith,
We are truly sorry to hear about your experience with us. We understand how disappointing it must have been to receive glasses that didn't meet your expectations.
Firstly, regarding the shipping time, we want to clarify that our standard shipping to the UK typically takes 13-22 business days. It seems that you chose this option, and unfortunately, the delivery took longer than expected. We apologize for the delay. We always strive to deliver as quickly as possible, but sometimes the shipping speed is out of our control and depends on the efficiency of the courier service. However, we do offer shipping cost compensation for any delivery delays, and if a package is lost, we provide a full refund.
We are also working on improving our logistics services and are actively seeking to partner with more reliable courier companies to ensure better delivery experiences for our customers in the future.
As for the glasses you received, we have checked our records and found that you ordered non-prescription lenses. This might have caused the confusion. But don't worry, you can still take advantage of our 60-day return and exchange policy. If you received the wrong lenses or if they don't meet your needs, we fully support returns and exchanges.
Once again, we apologize for the inconvenience you have experienced. We value your feedback and will do our best to improve. If you have any further questions or need assistance with the return or exchange process, please don't hesitate to contact us.
Thank you for bringing this to our attention.
Best regards,
The Firmoo Team
