Frequently Asked Questions
Product
What is presbyopia?
Presbyopia is the gradual difficulty in seeing clearly up close. It happens because, with age, the eye’s lens loses flexibility, making it harder to focus at short distances. It is a normal part of the eye’s natural ageing process.
How do I know if I have presbyopia?
The most common signs are blurred vision when reading small print, needing to hold your phone or book farther away to focus better, eye strain, or headaches when reading.
What’s included in my order?
Each pair of glasses comes in its own packaging and includes a case and a microfiber cleaning cloth.
Orders
How can I track my order?
Once your order has been placed, you will receive an email with your tracking number. We will also send you updates on the status of your order so you can know where it is at all times.
I haven’t received a confirmation email. What should I do?
Once you complete your order, you will receive an automatic confirmation email from our online store. If you haven’t received it, please contact us by email.
I received a defective item. What should I do?
If you receive a defective product, please contact our team at info@tiwiworld.com, including your order number, the affected product, a description of the defect, and photos of the glasses and the issue.
You have 30 days from the date you receive your order to report any visible production defects, packaging or accessory issues, or model errors. You can also let us know whether you would prefer a refund or a replacement.
I received the wrong item. What should I do?
You have 30 days from the date you receive your order to check that it is in perfect condition and matches what you ordered, including any visible production defects, packaging or accessory issues, as well as any error in the model or lens strength.
If the product you received is not the one you purchased, please contact our customer service team by email at info@tiwiworld.com, and they will let you know how to proceed.
Returns
How can I request a return?
To request a return, please email us at info@tiwiworld.com, including your order number and the reason for the return. You will then need to send the glasses to our warehouse in their original packaging, well protected, and with all their accessories.
Once we receive the package, we will check the condition of the product and, if it meets our return conditions, we will issue the refund using the same payment method used for the purchase.
How long do I have to return my order?
You can request a return within 14 calendar days from the date you receive your order. During certain campaigns, this period may be exceptionally extended.
When will I receive my refund?
Once we receive and confirm the return at our warehouse, the refund will be issued using the same payment method used for the purchase. Depending on the payment method, the process may take between 4 and 7 days.
Are returns free?
There is no return handling fee. You will only need to send the glasses back to our warehouse, so the return shipping costs are the customer’s responsibility.
Shipping
How long will it take to prepare my order?
We do our best to prepare all orders as quickly as possible. The usual preparation time is 1 to 2 business days.
How long will it take for my order to arrive?
Delivery times depend on the shipping method selected. Once your order has been prepared, delivery usually takes 2 to 3 business days for express shipping and 4 to 5 business days for standard shipping.
