MK
Glasses not processed without reason
Nearly three weeks since ordering expected delivery dates keep getting pushed out with no explanation despite numerous emails. Supposedly processed in 3-5 days. Charged cancellation fee for the lenses despite not having made them! Rort.
Response from FirmooAug 12, 2026
Dear MK, We're sorry to hear that your experience did not meet your expectations. We checked the information available from your review, but unfortunately, we were unable to identify your order with certainty, so we're unable to verify the details at this time. Regarding order cancellations, please note that if an order is already in the "Processing" stage and more than 24 hours have passed since it was placed, it means production has already begun. At this stage, the prescription lenses have already been customized and cannot be recycled, so a processing fee of AUD 7 will apply if the order is cancelled. You can find more information about our cancellation policy here: https://www.firmoo.com.au/help-p-44.shtml To help us investigate your case further, please contact us via Live Chat or email us at [email protected] with your order number or the email address used for your purchase. We'll be happy to review your order and assist you with the best possible solution. Kind regards, Firmoo Customer Support Team