Questions about sending us your frames.
Straight answers about frame eligibility, prescriptions, shipping, contact lenses, pricing, and what happens after an order is placed.
How do I know if my frames qualify for lens replacement?
Most full-rim frames in sound condition can work. Frames with cracks, severe warping, or unusual drill patterns should be reviewed by support first.
What happens if my prescription is expired?
Visionne routes you into the prescription renewal pathway if you are eligible, or recommends a comprehensive exam if that is the safer route.
Can I order contacts without a valid prescription?
No. Contact lens orders require valid prescription information because replacement schedule and fit are product-specific.
How long do returns take to process?
Once an eligible return reaches Visionne, allow up to 10 business days for inspection and refund processing. Your bank may need additional time to post the credit.
Is the price in the lens builder final?
It is an estimate based on your selections. Visionne confirms frame compatibility, prescription requirements, production timing, and final price before sending an invoice.
What if I need help choosing between frames and lens replacement?
Start with the lens builder if you love your current frame. If fit, damage, or style is the main concern, contact Visionne for a frame consultation.
Where can I find privacy and legal information?
Support and legal links are always present in the footer, with dedicated pages for terms, privacy, shipping, returns, and contact information.
How do I place a lens replacement order?
Choose the lenses, provide your prescription, describe your frame, and add shipping details in the order form. You receive an order number immediately.
Ask the Visionne team
Send the frame brand, model, and a photo if you want us to check eligibility before ordering.