FAQ

HOW CAN I CONTACT CUSTOMER SERVICE?

You can send us an email via support@carolina-lemke.com or give us a call on 800-998-3904.

 

WHAT ARE YOUR CUSTOMER SERVICE HOURS?

You can send us an email 24 hours a day, 7 days a week. Please allow up to 1 business day for a response. 

Phone is available 9am – 6pm EST Monday-Friday (excluding US public holidays).

 

HOW LONG WILL IT TAKE TO GET MY ORDER?

Orders are processed the next business day from order confirmation from our NJ warehouse location. For all orders going to mainland US states, the shipping rates and times are as follows:

US STANDARD: FREE (5-7 Business Days)
US EXPEDITED: $9.95 (2-5 Business Days)
US EXPRESS: $30.00 (1-2 Business Days)

Orders being shipped to Alaska, Hawaii and US Military addresses via standard shipping will take up to 10 business days. 

Please allow an additional 24 hours to process your order during peak periods and sales.

If you experience a delay with your, please contact Customer Service support@carolina-lemke.com for further assistance.

DO YOU OFFER INTERNATIONAL SHIPPING?

Unfortunately, we currently only offer shipping to addresses within the US.

 

CAN I TRACK MY ORDER?

Once an order has been dispatched from our warehouse, the customer should receive a second email with a tracking number once your order has been shipped via UPS.

 

WHAT PAYMENT METHODS DO YOU ACCEPT?

We accept all Major credit cards and payment methods including, Visa, Mastercard, American Express, PayPal, Apple Pay and Amazon Pay.

 

CAN I SPLIT A PAYMENT?

At this time, we only support one payment method per transaction. You can however split a Gift Card and Payment option.

 

CAN I GET A STORE CREDIT?

A gift voucher can be issues as a credit once your return has been received and processed.

 

WILL TAX BE APPLIED TO MY ORDER?

Taxes are calculated based on the total order value and applied at checkout. The % of tax applied is based on government and state sales tax regulations. Taxes are applied based on the ship state. 

 

DO YOU ACCEPT PROMOTIONAL CODES/DISCOUNT COUPONS?

If you have a valid promotional code or discount code, you can enter this at checkout, and it will be applied to your order total. If you have problems applying your code, please contact Customer Service support@carolina-lemke.com for assistance.

 

WHAT IS YOUR RETURN POLICY?

We will happily refund your full-priced pair of Carolina Lemke, within 14 days of original purchase date, provided they have not been worn and are completely damage free. Returns must be in resalable condition with original case and tags for customer to receive a full refund. 

Returns are available for full-priced product only and must be in the original condition in which they were sent.

For manufacturing defects, replacements are available within 3 months of purchase on a case by case basis.

Customers within the US can send a return free of charge by creating a USPS return label here: https://returns.usps.com/CreateLabel.aspx?ID=8870&DisplayType=Customer&ShippingInfoIncluded=No

Once a return has been received by our returns warehouse team, the Customer Service team will be in touch to confirm your return. 

If the return has been approved, please allow 5-7 business days for refunds to be processed. 

Please contact Customer Service support@carolina-lemke.com if you have any issues.

 

CAN I RETURN A SALE ITEM?

Returns are available for full-priced product only and must be in the original condition in which they were sent.

 

DO YOU OFFER EXCHANGES?

We currently do not offer exchanges on online orders in the US. If you require a new style or color, simply return your order as per the above and place a new order. We can issue a Gift Voucher upon receipt of your return for you to use to purchase your new pair.

 

CAN I CHANGE, MODIFY OR CANCEL MY ORDER?

Once an order has been placed and confirmed, we are unable to make any changes, modifications or cancellations to orders once they have been placed and confirmed.

The customer will need to initiate a return of their order and we can process.  

 

I AM HAVING TROUBLE PLACING AN ORDER? 

Confirm that all details have been properly filled out and all details including name, email, shipping address and phone number are correct.  

If the issue persists, Please contact Customer Service support@carolina-lemke.com for assistance placing an order.

 

I DID NOT RECEIVE A CONFIRMATION EMAIL?

As soon as your order is placed, you should receive an email confirmation. If you checked out with PayPal, be sure to check the email account associated with your account.

If you do not receive an order confirmation order via email within 24 hours, please contact Customer Service support@carolina-lemke.com for further assistance.

 

DO YOU HAVE A CAROLINA LEMKE STORE I CAN VISIT AND TRY ON STYLES?

You can find us at these locations https://www.carolinalemke.com/pages/stores

 

I WANT TO CONTACT CAROLINA LEMKE REGARDING PRESS INQUIRIES?

For all press inquiries, please email our PR team at pr@carolina-lemke.com

 

I RECEIVED MY ORDER AND IT IS THE WRONG PAIR/COLOR.

Please contact Customer Service support@carolina-lemke.com and we will work to send the correct pair to you asap and organize a free return of the wrong style/color.

 

I RECEIVED MY ORDER AND MY ORDER IS DAMAGED.

Please contact Customer Service support@carolina-lemke.com with a picture of the damage for further review and next steps. If the product is deemed faulty & in stock, a replacement pair will be sent as soon as possible.

 

DO YOU OFFER A WARRANTY ON EYEWEAR?

We offer a 12-month warranty against damages due to defects of the material or hardware. Scratches on lenses are considered wear-and-tear and are not covered under warranty.

Please contact Customer Service support@carolina-lemke.com for review and next steps. If the product is deemed faulty & we have the product available, a replacement pair will be sent.

 

DO THE SUNGLASSES PROTECT ME FROM UVA?

All Carolina Lemke lens are 100% UVA.

 

HOW DO I CARE FOR MY CAROLINA LEMKE SUNGLASSES?

Always keep eyewear in the case, use lens cleaner and clean with a clean lens cloth. Wash only with warm water and soap, avoid harsh chemicals and salt water. 

 

CAN I PLACE AN ORDER WITHOUT CREATING AN ACCOUNT?

Customers can check out easily as a guest.

However, we suggest a customer creates an account for stored payment information and order tracking. 

 

I FORGOT MY ONLINE ACCOUNT PASSWORD?

You can request to change your online password in the account section, and you will be emailed with a request to change.

 

WANT TO SELL CAROLINA LEMKE IN YOUR STORE?

If you are interested in selling Carolina Lemke as a wholesaler, please send your information to msasson@carolina-lemke.com.

 

I AM BLIND/DEAF AND HAVING TROUBLE USING/ACCESSING THE WEBSITE

If you are having trouble using the website, Please contact Customer Service support@carolina-lemke.com who will gladly assist you with any questions or help place an order for you.