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Frequently Asked Questions
Welcome to the LosReyes FAQ. Here, you'll find clear answers to the most common questions about our eyewear and services.
If your question isn’t covered, our team is just an email away—reach us anytime at support@shoplosreyes.com. We’re here to help.
Orders can be placed directly through our website. Select your product, proceed to checkout, and complete payment using one of our accepted methods.
Orders cannot be canceled or modified once placed. Please review all order details carefully before completing your purchase.
We accept major credit and debit cards, PayPal, Klarna, and Shopify Payments.
SHIPPING
Orders are processed within 1–3 business days, excluding weekends and holidays. During peak periods (including BOGO and pre-sale events), processing may take 7–14 business days.
Shipping times vary based on the selected method at checkout. Delivery timeframes begin once the order has shipped.
Once your order ships, a confirmation email with tracking information will be sent. Tracking updates may take up to 48 hours to reflect.
Shipping timelines are estimates and may vary due to operational or carrier-related delays. Delays do not qualify for cancellation or refund unless specified in applicable policies.
Orders marked as delivered by the shipping carrier are considered fulfilled. Any non-receipt claims must be handled directly with the carrier.
Customers are responsible for providing accurate shipping information at checkout. Orders cannot be modified once placed. If an error is identified, contact support immediately. Address changes are not guaranteed after order placement.
Package Protection is optional at checkout and covers loss or damage during transit. Claims must be submitted within 5 business days of delivery and are subject to review and approval.
RETURNS & EXCHANGES
Return or exchange requests must be submitted within 30 days of confirmed delivery and must meet all eligibility requirements outlined in our Return & Exchange Policy.
Items must be unused, unworn, in original packaging, and free from any signs of damage or wear. Eligibility is subject to inspection and approval.
Refunds are available only for eligible accessories. Eyewear is exchange-only. All refunds and exchanges are subject to inspection and policy compliance.
Returns that do not meet eligibility requirements may be denied. Rejected items may be returned to the customer at their expense or discarded.
Claims must be submitted within 5 business days of delivery and require photo evidence. Eligibility is subject to review.
PRE-SALE ORDERS
A pre-sale allows you to reserve a product before it becomes available for shipment. Orders are fulfilled once inventory is available.
Pre-sale orders are final and not eligible for cancellation or refund unless the delay exceeds 14 days beyond the estimated shipping timeframe.
Estimated shipping timeframes are listed on each product page. All timeframes are estimates and begin once the order has shipped.
Pre-sale items ship once available. In-stock items may ship separately. Orders that include BUY 1 GET 1 FREE promotions are shipped together once all items are available.
PRODUCTS
Each order includes the selected product and standard packaging. Product-specific inclusions are listed on the product page.
Lens specifications vary by product. Please refer to the product page for detailed information.
Store your eyewear in its case when not in use and clean lenses using appropriate materials to avoid damage.
SUPPORT
Support inquiries are typically answered within 1–2 business days.
For assistance, contact:
support@shoplosreyes.com
STILL NEED HELP?
Submit your question below or contact support@shoplosreyes.com