How do I file a complaint?Updated 19 days ago

At GLAS, we are committed to the highest quality standards. If you've received a defective product or noticed a manufacturing defect, we're here to help.

How to file a complaint:

1. Contact us via our chat or at our contact page within 7 days of receiving your order.
2. Include a photo or short video clearly showing the defect — this helps us resolve your case faster.
3. Provide your order number and a brief description of the issue.

What we cover:

Frame quality issues:
• Incorrect print, surface, or color
• Incorrect assembly or structure
• Missing or incomplete parts
• Poor assembly or warping
• Tarnishing or rusting (reported within 6 months)

Lens quality issues:
• Uneven or poor lens coating
• Hazy, discolored, or dark lenses
• Faulty adaptive lens function
• Lens peeling

What we don't cover:
• Normal wear and tear (minor scratches, discoloration over time)
• Damage caused by accidents, improper use, or improper cleaning
• Unauthorized repairs or modifications

All claims are assessed by our Warranty & Claims Team. For full details, see our warranty policy.

Tip: The quickest way to resolve your complaint is to send a clear photo when you first contact us — this often allows us to handle your case without any additional follow-up.