FAQs
Frequently Asked Questions
If you cannot find the answer below, contact Cinily Glasses at service@cinilyglasses.com.
Orders
Can I cancel or change my order?
For ordinary, non-custom orders, you may request cancellation any time before dispatch. Email service@cinilyglasses.com with your order number. Once our customer service team confirms that your order has not shipped, we will cancel it and complete refund processing to your original payment method within 10 calendar days from the date we confirm the cancellation. Calendar days include weekends and public holidays. Your bank or payment provider may require additional time to post the refund.
For prescription or custom-made items, you may cancel within 24 hours from the time you place your order. Email service@cinilyglasses.com with your order number within that period. After 24 hours, cancellation for a change of mind is not accepted. For an eligible cancellation, we complete refund processing to the original payment method within 10 calendar days after confirming cancellation; your payment provider may need additional time. This does not limit your rights for faulty, damaged, incorrect or not-as-described items, or other mandatory consumer rights.
Can I change my shipping address?
Contact us as soon as possible with your order number and the complete corrected address. We will confirm whether the address can still be changed before your order ships.
Shipping and Delivery
Where do orders ship from?
Orders ship from No. 1220 Xinhan Street, Putian, Fujian 351111, China. Authorized returns are sent to the same address. Contact us for return authorization and parcel instructions before sending anything back.
Where does Cinily Glasses ship?
Cinily Glasses ships to destinations currently available at checkout. If your country or region cannot be selected at checkout, we do not currently ship there.
How much does shipping cost?
We offer Free Standard Shipping on all orders to U.S. delivery addresses, with no minimum order value.
How long will delivery take?
Ordinary, non-custom orders are processed within 2–3 business days after payment is confirmed.
For ordinary, non-custom orders, standard transit takes 5–7 business days after dispatch. The total estimated delivery time is 7–10 business days, including processing and transit. Prescription and custom-made lens orders require 3–5 business days for preparation after payment and complete prescription details are confirmed, followed by 5–7 business days in transit. The estimated total is 8–12 business days. If prescription details need clarification, preparation begins after they are confirmed.
Business days are Monday through Friday, excluding weekends and public holidays.
Will I need to pay taxes, duties, or destination charges?
Taxes and import duties are included in the quoted order price for U.S. delivery addresses. CinilyGlasses covers applicable import duties and import taxes, so you will not be asked to pay additional import charges on delivery.
If a carrier or customs authority requests an unexpected payment, contact us with your order number before paying so we can review the request with you.
How do I track my order?
After your order ships, we will provide available tracking information by email. If you need help locating an order update, contact us with your order number.
Returns and Refunds
Can I return an item?
You may request a return for eligible non-custom items within 30 days from the date of delivery, including for a change of mind or style preference. This is the deadline to request a return, not a requirement for the parcel to arrive at our warehouse within 30 days. Items must be unused, unworn, in the same condition as received, and returned with their original packaging and included accessories.
Who pays for return shipping?
For issues not caused by Cinily Glasses, you pay the cost of returning the item to China. Contact us before sending a return for the correct address and instructions.
For confirmed faulty, damaged or incorrect items, we require the item to be returned and reimburse your return shipping cost. Contact service@cinilyglasses.com before mailing the return so we can provide shipping instructions. Keep your postage receipt and tracking number and send them to us for reimbursement.
Can I return prescription or custom-made lenses?
Prescription and custom-made lenses are prepared to your specifications and cannot be returned or exchanged solely because you change your mind. If an item is faulty, damaged, incorrect or not as described, contact service@cinilyglasses.com so we can arrange the applicable remedy. Confirmed faulty, damaged or incorrect items must be returned using our instructions; we reimburse return shipping costs. Nothing in this policy limits mandatory consumer rights.
How do I request a return?
Email service@cinilyglasses.com with your order number, the item or items you wish to return, and the reason for your return. Please contact us before sending anything back so we can provide the correct return instructions. For complete details, read our Returns and Refunds Policy.
When will I receive my refund?
For eligible returns, we will complete inspection, approval and refund processing to your original payment method within 10 calendar days from the date our warehouse in China receives your return. This period includes inspection and approval; it does not start again after approval. We will confirm the outcome by email. Calendar days include weekends and public holidays. Your bank or payment provider may require additional time to post the refund to your account.
Contact Us
For help with an order, prescription, shipping, return, or refund, email Cinily Glasses at service@cinilyglasses.com.
Delivery Coverage
We deliver to U.S. addresses available at checkout, including remote areas, with no remote-area surcharge. We currently accept delivery orders for the United States only.