Overview
At vewomlenses, we strive to provide you with the best shopping experience possible. We understand that sometimes you may need to cancel an order, and we want to make the process as smooth as possible.
Quick Summary
- Cancellation Window: Within 24 hours of placing your order
- Processing Time: 5-10 business days
- Refund Method: Original payment method
- Contact: cancellation@vewom.com
Note: We process cancellations as quickly as possible, but once an order has been shipped, it can no longer be cancelled and must be treated as a return instead.
Cancellation Eligibility
To be eligible for an order cancellation, your order must meet the following criteria:
Eligible for Cancellation:
- Order placed within the last 24 hours
- Order has not yet been processed for shipment
- Order has not yet been shipped
- Order status is still "Processing" or "Pending"
Cancellation Not Available When:
- Order has already been shipped
- Order is out for delivery
- Order has been delivered
- Order contains custom prescription lenses
- Order is a final sale or clearance item
Tip: If your order has already shipped, you can refuse the delivery when it arrives, or proceed with a return once received. Visit our Returns & Refunds page for more information.
How to Cancel Your Order
Cancelling your order is easy. Follow these simple steps:
Step 1: Check Order Status
Log in to your account and check your order status in the "My Orders" section. If the status shows "Processing" or "Pending," you may be able to cancel.
Step 2: Submit Cancellation Request
Contact our customer service team to request a cancellation:
Step 3: Confirmation
Once your cancellation is processed, you will receive a confirmation email. Please allow 1-2 business days for the confirmation.
Step 4: Refund
After cancellation confirmation, your refund will be processed. Please see the Refund Process section for timelines.
Cancellation Timeframes
Understanding when you can cancel is important. Here are the key timeframes:
Standard Orders
- Cancellation Window: Within 24 hours of order placement
- Maximum: Before shipment processing begins
- Best Practice: Request cancellation as soon as possible
Processing Time
- Confirmation: 1-2 business days
- Refund Processing: 5-10 business days
- Total Time: 7-12 business days
Prescription Orders
Custom prescription eyewear typically begins processing immediately. Cancellation may not be possible once production has begun. Contact us immediately if you need to cancel a prescription order.
Important: We process orders quickly to ensure fast delivery. The sooner you request cancellation, the more likely we can accommodate your request.
Refund Process
Once your cancellation is approved, here is what to expect:
Refund Timeline
- Cancellation Confirmation: 1-2 business days
- Refund Processing: 5-10 business days
- Total: 7-12 business days
Refund Methods
Refunds are credited to your original payment method:
- Credit/Debit Cards: 5-10 business days (varies by bank)
- PayPal: 3-5 business days
- Store Credit: 1-2 business days (plus 10% bonus)
Original Shipping Costs
If you cancel an order within the eligible timeframe:
- Original shipping costs will be refunded
- Any applied discounts may be revoked
- promotional codes used may become invalid
Late or Missing Refunds
If you haven't received your refund after 12 business days:
- Check your bank account
- Contact your credit card company
- Contact us if the refund still isn't visible
Prescription Orders
Due to the custom nature of prescription eyewear, special cancellation policies apply:
Custom Prescription Eyewear
Prescription eyewear is made to your specific measurements. Once production begins, cancellation may not be possible. This includes:
- Single vision lenses
- Bifocal/progressive lenses
- Custom lens treatments
- Prescription sunglass lenses
Prescription Cancellation Window
For prescription orders:
- Window: Within 12 hours of order placement
- Contact Required: You must contact us directly
- Production Started: Cancellation not guaranteed
Important: If you ordered the wrong prescription or made an error in your order, please contact us immediately. We may be able to remake your lenses at no charge if the error is discovered quickly.
Non-Cancellable Items
The following items cannot be cancelled once ordered:
- Custom Prescription Lenses: Made to your specific specifications
- Sale Items: Marked as "Final Sale"
- Clearance Items: Marked as non-cancellable
- Gift Cards: Cannot be cancelled or refunded
- Personalized Items: Custom engravings or modifications
- Digital Products: Downloadable software
- Opened Health Products: For hygiene reasons
What to Do Instead
If you cannot cancel your order:
- Refuse delivery when the package arrives
- Proceed with a return once received
- Contact us to discuss your options
Damaged or Defective Items
If you receive a damaged or defective item, cancellation may not be necessary as we can help in other ways:
Options Available
- Replacement: We'll ship a new item immediately
- Partial Refund: Keep the item with a discount
- Full Refund: Via return process
Reporting Damaged Items
If you receive a damaged or defective item:
- Contact us within 48 hours of delivery
- Provide photos of the damage
- We will arrange for a replacement or refund
- Return shipping is always free for defective items
Note: For damaged items, you do not need to cancel your order. Simply contact us for assistance with a replacement or refund.
International Orders
International order cancellations follow the same policy with some additional considerations:
Process
International customers must:
- Contact us to initiate a cancellation
- Allow additional processing time (1-2 days)
- Provide order confirmation details
Customs and Duties
For international orders:
- Customs duties paid are non-refundable
- Original shipping costs may be refunded
- Return shipping is customer responsibility
Refund Amount
Refunds for international cancellations will be issued minus:
- Original shipping costs (non-refundable)
- Customs duties paid (non-refundable)
- Any promotional discounts applied
Contact Us
If you have any questions about our cancellation policy, please contact us:
Our cancellation team is available Monday-Friday, 9 AM - 6 PM EST.
For fastest service, please have your order number ready when contacting us.
