FAQs
1. All conditions detailed below are subject to change / alteration without any prior notice and are applicable only for products purchased online at www.gemopticians.com & not for products purchased at any of our stores. Occasionally there may be information on our site or in the Terms of Service that contains typographical errors, inaccuracies or omissions that may relate to product descriptions, pricing, promotions, offers, product shipping charges, transit times and availability. We reserve the right to correct any errors, inaccuracies or omissions, and to change or update information or cancel orders if any information in the Terms of Service or on any related website is inaccurate at any time without prior notice (including after you have submitted your order).
2. GEM Opticians is not liable to compensate the client in any manner whatsoever for any delays in product / service delivery beyond the originally committed delivery date.
3. GEM Opticians has the right to cancel an order due to unavailability of an originally committed product or service or due to its inability to deliver such product or service due to any reason whatsoever. In the event of such cancellation, GEM Opticians shall refund the deposit amount paid by the client via wire transfer. GEM Opticians shall not be liable to compensate the client in any manner whatsoever for such cancellation and its liability shall only be limited to refunding the deposit amount paid by the client for the order.
4. GEM Opticans urges all clients to take a video proof of opening their order. It is a good practice that serves as proof during any further investigation done in the case of a claim.
ORDERS
Can I update or cancel my order after it has been placed?
Once an order has been placed, it cannot be cancelled for a refund. However, we understand that changes may be needed — you can request an update to your order by reaching out to us on WhatsApp with your order number and the required changes. Alternatively, you can email us at
Can you add prescription lenses to my frames / sunglasses?
Yes! Please e-mail us your prescription at
I have a doctor’s prescription, but I’m unsure of what it means
Yes! Please e-mail us your prescription at
Can I pick up my order from your store?
Yes, it is possible for you to pick up the order from our store.
PAN INDIA SHIPPING
How much does shipping cost?
We offer free standard shipping (7 – 10 working days for delivery) across India. Your product will generally be shipped via either Bluedart, Delhivery, FedEx, DTDC or Indiapost (at the discretion of GEM Opticians).
We also offer express shipping (3 – 5 business days for delivery), at an additional charge of Rs. 450.
How much time will it take to ship my order?
With Standard shipping, you can expect the following dispatch timelines.
Contact Lenses
Will be shipped within 3 – 4 business days of receipt of order for most lenses. Certain special lenses may take longer to dispatch.
Sunglasses & Frames
Will be shipped within 2 – 3 business days of receipt of order.
INTERNATIONAL SHIPPING
How much does shipping cost?
here is a standard international shipping rate of INR 5,500.
We use DHL Express to ship our international orders. In the case DHL doesn’t service a particular zip code, we use the next best alternative.
RETURN & EXCHANGE
Pre-conditions for returns & exchanges
Your utmost satisfaction is our priority. In case you are unhappy with a purchase made online, you may exchange it within 7 days of receipt to your address for store credit. The store credit does not have an expiration date. The days are calculated as the number of days between the date of receipt by you and the date it is picked up by your logistics company.
Please note:
1. All sales are final and we have a no refund policy.
2. Exchanges are only allowed for pieces sold from available stock. Any product(s) sourced especially for you will not be applicable for exchanges.
I received a damaged product, what do I do?
Oh no, that shouldn’t have happened as we take extra care with our packaging!
However, we understand there can always be exceptions.
To facilitate your claim further, we will require video proof of you opening the parcel along with pictures highlighting the defect(s). The same needs to be shared with us within 72 hours of the order being delivered at your given address.
Please write to us at
What is the process of returning my product?
. Please write to us at please write to us
I received an incorrect product, what do I do?
We apologise for this inconvenience.
We do have a stringent process of quality check and such situations do not usually arise.
We will require video proof of you opening the parcel, visibly showing all the contents that came out of it. The same needs to be shared with us within 72 hours of the order being delivered at your given address
AFTER SALES & SERVICING
What is the warranty on my product & what does it cover?
All products come with a 1 year manufacturing warranty.
Manufacturing warranty covers the following issues
i. Missing components
ii. Delamination and / or peeling of sun lens coating
iii. Bubbles or imperfections in lens coating
iv. Premature flaking or deterioration of frame coating
v. Soldering defects
I bought a product from you some time back, but it’s now loose for me, what do I do?
We would encourage you to book a frame tune up at any of stores where our expert technicians would be happy to assist you & adjust the product for you.
The product I ordered doesn’t fit me properly. What do I do?
We would encourage you to book a frame tune up at any of stores where our expert technicians would be happy to assist you. You would be surprised with what a few simple adjustments can do to completely uplift your level of comfort. efects
LOYALITY PROGRAM
How can I join the loyalty program?
You can join the program by registering on our Loyalty Program page and signing in with your active email ID.
About the shop
Established in 1969, we are New Delhi’s premium eyewear store providing professional and personalised eye care services. We strive to impart a holistic experience right from testing of eyes to the selection of glasses and their dispensing from the latest and best in eyewear from leading international brands.
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