HELP // FAQ

DEZI FREQUENTLY ASKED QUESTIONS COVID-19 UPDATE

Our top priority is the health and safety of our employees and customers, so we completely redesigned our production and fulfillment center to comply with state recommended social distancing and PPE guidelines.

What does this mean for you?

  • Processing times may be delayed. Generally processing times are within 5-7 business days* although currently those times vary due to the issues relating to COVID-19 and government orders and the impact to our business.  Processing times may also be extended during holidays, launches/re-stocks, limited edition releases and promotions.
  • Once you have received your order confirmation, it can take up to 5-7 business days to receive your shipping confirmation. This may also be extended during holidays, launches/re-stocks, limited-edition releases and promotions. 

We appreciate your patience and understanding as we work through this together.

Thank you so much for your support!

*Please understand that business days do not include weekends or holidays such as  New Year’s Day, Martin Luther King Jr. Day, President’s Day, Memorial Day, 4th of July, Labor Day, Thanksgiving, and Christmas

WARRANTY

DEZI Eyewear proudly stands behind our work. We will gladly honor warranty support for defects in materials or in the manufacturing process, at the sole discretion of DEZI Eyewear, valid for six (6) months from the original purchase date. Your DEZI Eyewear warranty excludes any product that was altered from its original purchased condition, damaged caused by daily use and normal wear and tear, and any damage caused by unreasonable use, determined at the discretion of DEZI.  Your DEZI Eyewear warranty does not cover lost or stolen frames. 

Your DEZI Eyewear frames are built using the finest quality handmade cellulose acetates, highest-quality metals, and optical grade lenses. Please only use the provided microfiber pouch to clean your lenses -- to keep your frames safe, happy, and healthy. Please do not leave your frames on your car dashboard, or anywhere where they are exposed to direct sunlight; this can cause the acetate to warp in the heat.

For all warranty inquiries, please feel free to send us an email to warranty@dezi.co, and we will do our best to make you look your best. Make sure to provide us with your email address used at checkout along with your order number and photos of your defective frame(s).

SHIPPING

The standard processing time for the majority of DEZI Eyewear orders will be packed and ready for courier pickup within 5-7 business days, although currently, those times vary due to the issues relating to COVID-19 and government orders and the impact to our business.  Processing times may also be extended during holidays, launches/re-stocks, limited-edition releases and promotions. You will receive your tracking information to the email or phone number you provided at checkout. Please allow up to three business days hours for the provided tracking information to be updated.

Once you have received your order confirmation, it can take up to 5-7 business days to receive your shipping confirmation. This may also be extended during holidays, launches/re-stocks, limited-edition releases and promotions.

Please note that during this time, we are doing our best to ensure the safety and health of all members of our distribution channels and that some delays may be encountered. Additionally, always remember that all delivery personnel have been tirelessly working on the front lines and that some delays may occur at the carrier level. We are all in this together and appreciate your patience and understanding. 

SHIPPING FEES & DELIVERY ESTIMATES
Our distribution center is located in Southern California. All rates and transit times are reflective of this location.

  • DOMESTIC
    • $10.00 Flat fee for Shipping to the Domestic United States
      • All contiguous domestic orders are shipped via FedEx
    • $15.00 Flat fee for shipping to Alaska, Puerto Rico & Hawaii
      • Shipped via USPS
    • 3-10 business days once your order has been processed
    • We do not offer expedited shipping at this time

  • INTERNATIONAL
    • Flat fee based on carrier and region (please see chart below)
    • 14-21 business days once your order has been processed
    • If you are shipping to or ordering from outside the United States, the customer will be responsible for paying for any and all local taxes, duties and other similar charges or impositions (including VAT) associated with your purchase upon receipt of the package. Please allow 14-21 business days for all international shipments to arrive.

  • Please see the shipping estimate chart below for flat rate estimates

CONTIGIOUS US

$10.00 Flat Rate

5-10 Business Days

ALASKA, HAWAII,
PUERTO RICO

$15.00 Flat Rate

5-10 Business Days

CANADA & MEXICO

$20.00 Flat Rate

14-21 Business Days

AFRICA

$40.00 Flat Rate

14-21 Business Days

ASIA

$25.00 Flat Rate

14-21 Business Days

CENTRAL AMERICA

$25.00 Flat Rate

14-21 Business Days

EUROPE

$25.00 Flat Rate

14-21 Business Days

MIDDLE EAST

$40.00 Flat Rate

14-21 Business Days

OCEANIA

$30.00 Flat Rate

14-21 Business Days

RUSSIA

$40.00 Flat Rate

14-21 Business Days

SOUTH AMERICA

$35.00 Flat Rate

14-21 Business Days

REST OF WORLD

$40.00 Flat Rate

14-21 Business Days


Please note that DEZI is not responsible for delays in shipping deliveries that include, but are not limited to the following: customs delays, natural occurrences, air/ground transportation strikes/delays or transfers to international carriers. 

All DEZI orders are insured by Route. 

We’ve partnered with Route - a package protection and tracking solution - to give our customers the best possible delivery experience. Route+ is premium package protection for your online orders. With Route+ automatically added at checkout, you can easily file claims for lost, stolen or damaged packages in the unfortunate case that they arise.

Because your order is automatically insured with Route+ at checkout, you will receive a confirmation email from Route with a link to file a claim. You can also file a claim here: Route Claims. Note: Make sure to have the Order ID we sent you or the Route Order ID ready to use with the claim for

Route+ benefits: 

  • 100% coverage of lost, stolen or damaged packages 
  • Effortless claims filing* through the Route App  
  • Basic claim resolutions within 24 hours of approval 
  • Customer service reps available 24/7 

What if my order is never delivered or is stolen?
To protect your order against loss or theft, Route+ package protection was automatically added at checkout. With Route+, you can easily file claims for lost, stolen or damaged packages in the unfortunate case that they arise. When you file a claim, it will be reviewed for approval for a reorder or refund within 24 hours.

Route insurance claims will be responsible solely for the original purchase price of the product and not liable for shipping charges or taxes collected at checkout. 

*Claims for packages marked "delivered" yet not received and where there is no evidence of “porch piracy” must be made 5 days after “delivery date” but no longer than 15 days to ensure it was not misdelivered or easily found around the premises." Claims for packages presumed to be lost (where the status is not "delivered") must be filed after 7 days (20 days for international) and within 30 days from the last checkpoint.

What if my order is delivered damaged by the carrier?
To protect your order against damage that occurred during shipping, Route+ package protection was automatically added at checkout. With Route+, you can easily file claims for lost, stolen or damaged packages in the unfortunate case that they arise. When you file a claim, it will be reviewed for approval for a reorder or refund within 24 hours. 

Route insurance claims will be responsible solely for the original purchase price of the product and not liable for shipping charges or taxes collected at checkout. 


If your order has defects or you suspect it was damaged during manufacturing, please reach out to us at weseeyou@dezi.co and we will be happy to work with you to remedy the situation

RETURNS

If you are not satisfied with your DEZI Eyewear purchase for any reason, you have 7 days after delivery to initiate a return. 

Returned merchandise must be received in its original unworn condition, free from any marks (makeup or otherwise), scratches or damage, and in its full original packaging, this includes the UPC (barcode) that comes with your original packaging.

Returns are only allowed for products purchased at full price from dezi.co.

There is a flat $5.00 restocking fee for each returned order. 

If your shipment is delivered to you in any damaged condition or if you are missing any part of your order, please notify us immediately at returns@dezi.co. Please always include your email address used at checkout, your order number, and also be sure to take and send photos with your email to customer service. Damage or missing claims made after two days of receipt will not be honored.

How do I return my order?
Want to start a return? Click Here

Why can't I process my return?
If you would like to return your DEZI frames, you have seven days after delivery to initiate the return process. 

If using your order number + zip code is not allowing you in our returns center, please select the “Start with an email address” option on the RETURNS center home page. Please make sure you are using the email address you used at checkout at DEZI.CO. If you are entering all of your information correctly and are still not allowed to process, please reach out to our customer service team at weeseeyou@dezi.co. Make sure to provide us with your email address used at checkout along with your order number.

Can I exchange for a different style or color?

Yes, once in our returns center, you will be given the choice of returning for a refund or exchanging. Simply select the exchange option and choose which frame or color you would like from the collection.

When will my return be processed and refunded?
Once you have initiated your return and shipped your item(s) back to us using the shipping label provided to you, you can monitor progress with the tracking number provided. Depending on carrier timeframes and your location, transit time for your return package could take up to 14 days to arrive at our warehouse. Upon receipt, our warehouse will inspect and process your order to ensure glasses are in new, unworn condition. Once these criteria are met, your refund will be issued. This process can take up to 10 business days from the date your return was received in our facility. Depending on your bank, your funds will appear in your account 3-7 business days after it is processed. 

Do you accept international returns?
Our standard warranty applies to all international customers, and in the case of damaged frames, please contact weeseeyou@dezi.co. Make sure to provide us with your email address used at checkout along with your order number.

All international orders are FINAL sale and are not eligible for return. 

 Q & A’s ?

Feel free to reach out to us! We are always around to talk and happy to help. Please email weseeyou@dezi.co for any assistance you need. 

Our customer service team is typically available Monday - Friday 9am - 5pm PST. We do our best to respond to all customers within 48 hours.
 
Response times may be extended during holidays, promotions and immediately following launches/restocks. Inquiries are answered in the order they are received; please do not send multiple emails as this will place you at the end of the queue. Please note that our social media platforms (including DMs) are not monitored by customer service representatives and are unable to help with customer service related issues.

Where is my order?
The standard processing time for the majority of DEZI Eyewear orders will be packed and ready for courier pickup within 5-7 business days, although currently, those times vary due to the issues relating to COVID-19 and government orders and the impact to our business.  Processing times may also be extended during holidays, launches/re-stocks, limited-edition releases and promotions. You will receive your tracking information to the email or phone number you provided at checkout. Please allow up to three business days hours for the provided tracking information to be updated.

Please note that during this time, we are doing our best to ensure the safety and health of all members of our distribution channels and that some delays may be encountered. Additionally, always remember that all delivery personnel have been tirelessly working on the front lines and that some delays may occur at the carrier level. We are all in this together and appreciate your patience and understanding. 

I haven’t received tracking info
Please allow 5-7 business days for the order to process. Processing times may also be extended during holidays, launches/re-stocks, limited-edition releases and promotions.

If you still have not received tracking information on the 8th business day, please contact us at weseeyou@dezi.co. Make sure to provide us with your email address used at checkout along with your order number.

Can I change my order?
Once your order is confirmed, we are not able to change, cancel or alter it.  Our returns are easy, and you are welcome to return or exchange once your order is received.

Can I open a wholesale account for my store?
At this time, DEZI eyewear will only be sold through DEZI.CO. Please feel free to reach out to sales@dezi.co for more information on future distribution opportunities. 

Are DEZI frames able to fit my prescription?
While all DEZI frames are constructed to be able to hold prescriptions, there are many factors like eye size and prescription strength that may prohibit a prescription lens to be mounted in the frame. Additionally, not all optometrists will fill prescriptions for frames not purchased from their store. While the easy answer is yes, your DEZI frames can hold your prescription, given the many unknown factors around having your prescription lens put in, DEZI cannot guarantee this process.

Are any DEZI sunglasses polarized?
While all DEZI sunglasses are made using the highest quality optical grade CR39 lenses, we currently do not offer frames with a polarized lens option.

Why are my glasses too tight or too loose? Why have they gotten wider the more I wear them?
All DEZI glasses are made with the finest quality cellulose acetate material. Like your favorite pair of jeans, acetate will expand and contract with use, wear, heat or cold. The good news is that all acetate frames are made from a pliable material. If this ever happens to you, you can visit any eyewear store and can request an adjustment on your frames. They have special heating machines that will warm your frames and they will adjust and fit them to your face. This does not, in any way, necessarily make your frames damaged. 

International Questions

Do you ship internationally?
Yes, DEZI ships to all countries and regions. 

If you are shipping to or ordering from outside the United States, the customer will be responsible for paying for any and all local taxes, duties and other similar charges or impositions (including VAT) associated with your purchase upon receipt of package. Please allow 14-21 business days for all international shipments to arrive.

Do you accept international returns?
Our standard warranty applies to all international customers, and in the case of damaged frames, please contact weeseeyou@dezi.co. Make sure to provide us with your email address used at checkout along with your order number.

All international orders are FINAL sale and are not eligible for return.