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Warranty & FAQs

FAQs regarding our shops

Here are the FAQs and answers for them.
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  • Warranty Information

  • Q1: How long is the warranty period and what are the terms and conditions?

    A1: The warranty period and the terms & conditions are as follow:
    ■Warranty Information
    [Frames]
    Valid for a period of 1 year from the date of purchase and covers defects in manufacturing. In the event where the original item is no longer in stock or has discontinued, a replacement item of the same value will be given.
    Notes:
    *The warranty is not valid in the following circumstances:
    a. In the event of damage resulting from deliberate misuse, negligence or lack of care
    b. In the event item is lost
    c. Damage resulting from accidents or natural disasters such as fires or earthquakes
    d. Sale items e. Change in model and colour after purchase.
    *Accessories, sale items, collaboration products and sunglasses are excluded from this warranty.
    *We are unable to provide certain warranty services if you do not present your warranty card.
    [Lenses]
    Valid for a period of 6 months from the date of purchase and covers the prescription only.
    Notes:
    *The warranty is not valid in the following circumstances:
    a. In the event of damage resulting from deliberate misuse, alterations made to the lenses, scratches or peeling of the coating
    b. In the event item is lost
    c. Damage resulting from accidents or natural disasters such as fires or earthquakes
    d. Change in model and colour after purchase
    *Accessories, sale items, collaboration products and sunglasses are excluded from this warranty.
    *We are unable to provide certain warranty services if you do not present your warranty card.

  • Q2: What are the conditions of the warranty for the lenses?

    A2: Warranty valid for a period of up to 6 months from date of purchase in the event that you have difficulties in seeing properly with the lenses.
    If originally made based on prescription, please obtain a new prescription.
    The warranty is not valid in the event of change of shape or damage caused by cracks or scratches onto the lens coating.

  • Q3: What are the conditions of the warranty for the frames?

    A3: In the event that the frame develops a fault through normal use as outlined in the manual within 1 year upon purchase, the frame will be repaired or replaced.
    *In the event that the original item is no longer in stock, a product of the same value will be given as a replacement.
    *Some items such as products on sale, collaboration products and sunglasses are not considered as a part of the warranty.

  • Q4: Is the warranty valid at any shop?

    A4: Yes.
    The warranty is valid at any Owndays shop around the world. Please bring the glasses with the warranty card.
    *Owndays online shop at Rakuten does not provide the warranty support for the items purchased at the other OWNDAYS shops.
    *If you wish to use your warranty abroad, please contact the shop where the item was purchased in advance.

  • Q5: I lost my warranty card. Is my pair still covered by the warranty?

    A5: We recommend that you keep your warranty card in a safe place. We are unable to provide certain warranty services if you do not present your warranty card.

  • Q6: The warranty period is already over. Can you still provide a warranty?

    A6: No.
    We are unable to extend the warranty period.

  • Q7: I have lost my glasses. Am I covered by the warranty?

    A7: No.
    The warranty does not cover loss or misplacement.

  • Lens Information

  • Q8: The lenses are not the right degree for my eyes. Can I exchange the lenses?

    A8: Yes, you can.
    Warranty valid for a period of up to 6 months from date of purchase.
    If you feel discomfort in your vision or you feel that the degree of the lenses is not right for your eyes, we will provide a replacement up to twice.
    *For the lenses based on prescription, please obtain a new prescription.

  • Q9: The lens has become scratched. Does the warranty cover this?

    A9: No, it does not.
    The warranty does not cover scratches onto the lens.
    The lens can be replaced for an additional fee.
    The pair of lenses will be replaced for a fee of €98.
    *There is an additional charge for option lenses.
    *Depending on the condition of the frame, there may be circumstances where we cannot replace the lenses.

  • Q10: I am bothered by the lens thickness. Would it be possible to make them thinner?

    A10: Yes, it would be.
    Please speak to our shop staff at the shop where you made the purchase.
    They will offer you the most suitable lenses based on the degree.
    There may be occasions when we cannot meet your requirements of the lens thinness due to your degree and size/shape of frame.

  • Q11: I purchased a pair of single vision glasses. Would it be possible to change the lenses to progressive lenses?

    A11: Yes, it would be.
    We change the lenses for you.
    During the warranty period, the lenses can be replaced with progressive lenses for an additional fee of €100.
    The replacement is considered as one of the warranty replacements mentioned in Q3 above.
    Please allow 7 working days.
    *This is applicable only to the purchase at the shops.

  • Q12: I purchased a pair of glasses with progressive lenses. Can you change the lenses into single vision lenses (so-called reading glasses)?

    A12: Yes, we do.
    Our guarantee allows you to change the lenses from progressive lenses to single vision lenses (only for either far or near distance). Within the warranty period, please bring your glasses and warranty card to the shop.

  • Q13: I had my new lenses made to the same degree as before, however, my vision seems different. Why so?

    A13: Depending on the shape of the frame and fitting, there could be a change in vision.
    *In the event that the new lenses are not suitable for your vision, please return to the shop so that we can check the degree and make necessary adjustments to the frame as well as fitting. Please bring your glasses and warranty card to our shop within the warranty period.

  • Purchasing Glasses

  • Q14: When getting the glasses done at the shop, is a prescription required?

    A14: No, it is not.
    A prescription is not necessary. We will give you an eye test and have the glasses made accordingly.
    However, for the following circumstances, we recommend obtaining a prescription in advance:
    - For those who are 12 years old
    - For those who have eye disease and are receiving treatment at an eye clinic.
    - For those whose eye conditions are unstable.

  • Q15: Do you provide eye tests for children?

    A15: Yes, we do. However, for those of 15 years old and below purchasing glasses for the first time and for children of 12 years old and below, we recommend obtaining a prescription first.

  • Q16: What payment methods do you accept?

    A16: We accept cash and major credit cards.
    For other possible payment methods such as gift vouchers and gift cards, please feel free to ask our shop staff.

  • Q17: Is it possible to pay by credit card?

    A17: Yes.
    Most of our shops accept VISA, MASTERCARD and JCB, but some do not. Please ask our shop staff for details.

  • Q18: Can you send products by post?

    A18: Yes.
    It is possible to have products sent to the customer using a delivery service: the cost will be charged to the customer.
    Please feel free to ask our shop staff at the shop.
    *The products are sent with payment on delivery.
    *We do not ship overseas.

  • Q19: Can you make glasses with the same degree as my existing pair?

    A19: Yes, we can.
    Please bring the glasses that you are currently using with you so that we can make new ones to the same specification.
    We can also accept the written forms besides your existing glasses. We can still make new ones to the same specification.
    *In some circumstances such as due to scratches onto the lens or peeled coating, we might not be able to check the lens specification properly.

  • Q20: Is it possible just to have an eye test?

    A20: Yes.
    We give you an eye test for free.

  • Q21: How long does it take to make the glasses?

    A21: We can have them made in as soon as 20 minutes upon payment.
    *Depending on how busy the shop is and availability of lenses in stock.
    *In special circumstances such as the use of option lenses, several days are required.

  • Q22: Is it possible to have an eye test while wearing contact lenses?

    A22: No.
    Customers must remove their contact lenses to have their eyes tested. We provide contact lens case and rinse solution.
    *For disposable contact lenses, please bring a replacement set with you.
    *No, We advise you to have your contact lenses 10 hours.

  • v
  • Shop Information

  • Q23: Where are OWNDAYS shops located? What are the operation hours and on what days are you closed?

    A23: Please refer to the page “SHOP” within this official website.
    *Operation hours may change on certain occasions and during certain periods such as year-end period and New Year period.
    Please check the OWNDAYS official website for details.

  • Product Information

  • Q24: Is it possible to buy the frames only?

    A24: Yes.
    When purchasing frames only, you are given a discount of - €30 from the set price.
    *For some products such as completed pairs and sunglasses, we are unable to sell just the frame on its own.
    *This is applicable only to the purchase at the shops.

  • Q25: Do you offer thinner lenses?

    A25: Yes, we do.
    The range is from High Index Aspheric Lenses (1.60) to Ultra High Index Aspheric Lenses (1.74) without an additional fee. We offer you the most suitable lenses upon consultation.

  • Q26: Is there an additional fee for astigmatism correction?

    A26: No.
    There is no additional fee to be charged regardless of astigmatism or degree.

  • Q27: Can you make reading glasses?

    A27: Yes, we can.
    We can produce reading glasses at the set price.

  • Q28: Do you offer the lenses with UV protection?

    A28: Yes, we do.
    All the lenses at OWNDAYS are equipped with UV protection, which blocks over 99.9% of ultraviolet rays (280nm - 380nm wavelength).

  • Q29: Can you make glasses with progressive lenses and office progressive lenses?

    A29: Yes, we can.
    For glasses with progressive lenses, there is an additional fee of €100 incurred.
    *7 – 10 working days are required for preparation.

  • Q30: Can you make glasses with polarized lenses?

    A30: Yes, we can.
    A pair with polarized lenses is made for an additional fee of €100.
    *7 working days are required.
    *We are unable to prepare them with half-rim or rimless frames.

  • Q31: Can you make glasses with transition lenses?

    A31: Yes, we can.
    A pair with transition lenses is made for an additional fee of €100.
    *Please allow 7 working days for preparation.

  • Q32: Can you make glasses for squint?

    A32: Yes, we can.
    We can make them based on a prescription issued by an eye doctor.
    *Depending on the degree, there may be circumstances where we are unable to do so.

  • Q33: Can you make glasses with no degree lenses?

    A33: Yes, we can.
    We will put no-degree lenses into the frames.
    UV protection and water-repellent coating are equipped.

  • Q34: Do you have frames for children?

    A34: Yes, we do.

  • Q35: Are there any circumstances that incur an additional fee?

    A35: Yes.
    For option lenses, the following additional fees are charged:
    - €100 per pair for progressive lenses (progressive, office progressive and computer progressive)
    - €50 per pair for colour
    - €50 per pair for PC lenses
    - €100 per pair of transition lenses
    - €100 per pair of polarised lenses
    *Please click here for further details.
    *Progressive lenses can only be made at the shops.

  • Q36: Can you change the lenses for the frames purchased from another optical shop?

    A36: Yes, we can.
    We provide a lens replacement service to change the lenses for a fee of €98.
    We can also provide progressive lenses for a fee of €198.
    For some types of lenses such as colour lenses and PC lenses, there is an additional fee.
    *Please be aware that we are unable to provide a lens replacement service for the followings:
    [Materials]
    - Specialized frames such as those made from gold, platinum, tortoiseshell, wood, bamboo and horn
    [Shape]
    - Frames that require large lenses or frames with strong curve
    [Condition]
    - Frames that are damaged, have cracks or are distorted
    [Lenses]
    - Glass lenses or lenses with strong curve
    [Other]
    Lenses that OWNDAYS do not deal with.
    *Depending on the type of lenses and degree, 7 working days are required for preparation.
    *In addition to the above, there may be other materials which we are unable to provide a lens replacement service for. Please inquire at the shop for more details.

  • Q37: I would like to reserve a limited edition or collaboration product.

    A37: Collaboration and limited edition products are limited in numbers. We do not accept reservations of such items.

  • After Sales Service

  • Q38: What are your after sales service like that I can enjoy?

    A38: We change the nose-pads, make adjustments to the screws, tighten the screws, adjust the fitting and check your vision for free of charge.
    *Change of nose-pads is limited to one time only (warranty card required).

  • Q39: Is it possible to return an item after purchase?

    A39: No.
    We do not accept returns after purchase.

  • Q40: The lens has a scratch. Can you get rid of it?

    A40: No.
    We are unable to repair scratches onto the lens. Upon checking the condition of the frames, we may be able to change the lenses.

  • Q41: Can you make adjustments to frames purchased from another optical shop?

    A41: Yes.
    We can adjust the fitting of frames for free of charge at any of OWNDAYS shops around the world.
    *In some circumstances depending on the condition of the frames, we are unable to provide this service.

  • Q42: Can I have adjustments made at any OWNDAYS shop other than the one where I made the purchase?

    A42: Yes.
    We provide adjustments for free of charge at any of our OWNDAYS shops around the world.

  • Q43: The nose-pad screw and hinge screw have come off. Can you fix it?

    A43: Yes.
    We can fix it for free of charge.

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