Cool FramesReviews of coolframes.com

Response from Cool FramesJun 29, 2018

Thank you for the order with our store, very sorry that the glasses took longer then expected to arrive. we do strive to reduce processing time it just unfortunately your packaged shipped 2 day air on a Thursday hitting the weekend and two days were lost making the two day delivery from Thursday to Monday. very sorry for the delay. Lee

Response from Cool FramesJun 23, 2018

thank you for the order, my apologies for the slow dispatch on your order. looks like the package is in the UK at this point and should be delivered soon. Lee

Response from Cool FramesJun 9, 2018

thank you for the order with our store, we can definitely exchange the frame to any other you may like. we can also take picture of the frame when it comes to our store prior to shipping to make sure you are 100% satisfied with the color. Lee

Response from Cool FramesJun 8, 2018

Thank you for your order, i head read the notes on your order and i have also read the emails you have sent. we are very thankful for the order, we have been shipping to the UK for many years and find from our internal feedback the our UK customers save money on the purchases even if there is a duty charged to the import. we have for many years on our UK site openly say that items ship from the US and our few International shipping options that our UK customers select from does not ever include a Duty charge as not all packages are marked for this fee. our policies which are located at the bottom of every page including check allows people to see what they may encounter. We regret that you were assessed a a fee, but please understand it is not anything we charge on our end and have zero control over this, and unfortunately this does little to comfort you having to have paid the £16.93, for that i am very sorry. It is for this possible fee we offer free shipping to our valued customers in the UK Lee

Response from Cool FramesMay 31, 2018

thank you for your order, the silhouette frame you order in size 130mm temple length, if you would like to exchange the temples please give us a call. the temples come in 3 other sizes 135 140 and 150mm length. Lee

Response from Cool FramesMay 27, 2018

thank you for the order, we are happy you finally got the glasses and can finally enjoy them. we ship all over the world and Australia is one of our more popular destinations hence we are able to bulk ship and offer free shipping to Australia we provide at checkout information that product ships from the US and can at times take up to 15 business days to arrive. we hope you enjoy the eyeglasses and hope you were able to save a few dollars with us as well. Lee

Response from Cool FramesMay 27, 2018

our return policy is listed on our site. we offer a one time free exchange or even offer full store credit for use any time. the product you received was brand new and it was exactly what was order. if a frame is returned to us for refund we have a cost associated with shipping the frames back to our dealers that changes us a restocking fee and we cover the cost of shipping from the dealers to the dealer and to our customers. the shipping charge was was covered by our store for your order. we are still willing to offer the amount charged in restocking as a credit to you if you make a purchase with us in the next few weeks so that you do not take a loss of any kind. Lee

Response from Cool FramesMay 28, 2018

thank you for your purchase, do not fear we are here to help if needed. our site is alway up and is monitored 2/47 our phone number is listed in several places on the site. photo chromatic lenses darken in the sun, however they are not a100% substitute for sunglasses and they need UV light to activate them hence the poor darkening in the car. we are happy you saved with us and please know if you are not 100% happy with your purchase we can certainly exchange them for you. Update:not sure what you mean at your expense? yes you would be responsible to ship back the frame and pay $9.95 processing fee and the difference if the frame you get is more expensive. we do not see how that is unreasonable and what we actually did wrong. you placed an order for eyeglasses and we shipped what was purchased, furthermore are not turning our back on you or anyone. in any case with all due respect if you should want to exchange it would be our pleasure. Lee