FAQ

The frame I want says "Out of Stock" when can I be notified that this is available?

If you would like to sign up for restock notifications, please sign up to our email newsletter where we provide updates on restock and other PURANIMA related info.  

I logged in after receiving the restock notification but it still says out of stock.

The product was restocked; However, it is available on a first come-first serve basis and may have sold out due to being released in limited quantities.

Care Instructions

Keep your sunglasses in the provided case in a dry place at a temperature between -10°c and +35°.

To clean your glasses and sunglasses, use water and soap avoiding all types of solvents or alcohol. Do not use dirty or abrasive cloths.

All of our wooden frames are treated to withstand abrasion and liquids but please do not soak in water and keep away from salt water for lifetime use.

I received a defective or damaged product. What do I do?

We ask that you take photos of the product and send these to our Customer Service team along with the photos.

Do you have prescription options available for your glasses or sunglasses?

We do not at this time. However we are working on making this option available soon.

Warranty

All of our glasses and sunglasses come with a free 1 year warranty. If your glasses or sunglasses break, please message our Customer Service team with photos of the product and your order number. 

Shipping

Shipping typically takes 3-5 business days for your order to be processed and shipped. However, please note that there might be possible delays due to weather conditions.

Final shipping fees are calculated at checkout based on weight and location. Please note that import duties and taxes may be charged on delivery for any customers outside the US.

We recommend that you sign up for tracking updates/notifications on the USPS website through the tracking link in your shipping notification email.

It says my package was delivered, but I can’t find it, or my package is damaged or is missing items. What should I do?

If your package was delivered, but you’re unable to locate it, please reach out to our Customer Service team as soon as possible. Our Customer Service team will open an investigation regarding your package and provide further assistance.

If your package was damaged or is missing items, please provide a clear description of the physical appearance of your package (photos are recommended) and notify our Customer Service team.

PURANIMA is not responsible for packages that are lost/stolen or misdelivered due to incorrect or incomplete shipping information. Please confirm all mailing information before placing your order.

I received the wrong item for my order. What do I do?

Please notify our Customer Service team for further assistance.

I can’t see the tracking information for my order.

Tracking information may not be immediately available, so please allow up to 24 hours for the tracking to be available. After this period, if you’re still experiencing issues, please reach out to our Customer Service team.

If I placed multiple orders, can they be shipped together?

Orders placed separately cannot be shipped together. You will receive separate tracking notifications once they have been shipped.

Returns

If something is not quite right you’ve got 14 days to send back your items for a full refund. All we ask is that items are in an unused, unaltered condition and returned with their tags and packaging.

I'm in the US and placed a return request. When do I get my shipping label?

Shipping labels for returns are generated during normal business hours. Return requests submitted outside of business hours will be addressed the following business day.

My order has already been shipped. Can I change the delivery address?

Once the package has left our facility, we are unable to adjust the delivery address. 

Can I exchange my frames?

We are not accepting exchanges at this time. Instead, please return your frames and place a new order.

When can I expect to see my refund?

Refunds are processed within seven business days of receiving the returning item. Please note that the processing times may vary depending on your banking institution.

I cancelled my online order. When can I expect my money to be refunded?

The original payment method used to place your order will reflect the refund within 5-7 business days depending on your bank's processing time.

 

What payment methods does PURANIMA accept?

A full list of accepted payment methods is listed in the checkout page.

Payment Methods : Stripe (Debit/Credit Card, Affirm*, Klarna*) and PayPal

Why did my payment fail and what should I do?

1. Your connection may have dropped during checkout

2. Your card may have been rejected depending on the reason of the payment method.

If payment with your card failed:

Please check if there is a credit card limit and check the card balance.

Please check whether the entered card number, CVC number, and expiration date have been entered correctly.

Please check that the billing information is correct.

If you still can't pay even after checking the above information, please contact our Customer Service team using the form below.

More Questions?