FREQUENTLY ASKED QUESTIONS & ANSWERS
HOW CAN I CONTACT CUSTOMER SERVICE?
You can email us or give us a call on 800-998-3904.
We are available 9am – 6pm EST Monday-Friday (excluding US public holidays). Please allow up to 1 business day for a response.
- Free Shipping on all US orders (7-10 business days)
Orders being shipped to Alaska, Hawaii and US Military addresses may take an additional 7-10 business days for delivery.
*Please allow an additional 2-4 business days to process your order during peak periods and sales.
We are excited to offer International shipping to the following regions:
Canada DDP: $25 USD (7-10 business days)
Asia and Middle East: $20 USD (10-14 business days)
Major Europe, Asia & Brazil: $15 USD (10-14 business days)
Latin America: $30 USD (10-14 business days)
Africa: $25 USD (10-14 business days)
Please note, all international orders (excluding Canada) are shipped DDU and may be subject to duties and taxes. The charges are established by your local customs authorities. Please check your local customs website for more information.
Canadian orders as of 10/31/19 are shipped Delivery Duty Paid (DDP) and the price of shipping includes any local duties and taxes.
CAN I TRACK MY ORDER?
Once an order has been dispatched from our warehouse, you will receive a shipping confirmation email with tracking information.
WHAT PAYMENT METHODS DO YOU ACCEPT?
We accept all Major credit cards and payment methods including, Visa, Mastercard, American Express, PayPal, Apple Pay, Amazon Pay and Klarna.
All orders and payments are charged in USD.
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 online store credit can be issued as a credit once your return has been received and processed. Store credits are valid for 12 months from the date of issue.
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.
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 12 months of purchase on a case by case basis and pending stock availability.
CAN I RETURN A SALE ITEM?
Returns are available for full-priced product only. Discounted items can be returned for exchange or online store credit only.
Clearance sale items are final sale and cannot be returned for a refund or exchange.
DO YOU OFFER EXCHANGES?
We will happily offer exchanges 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 an exchange.
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.
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.
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 email Customer Service for further assistance.
DO YOU HAVE A CAROLINA LEMKE STORE I CAN VISIT AND TRY ON STYLES?
You can find us at https://www.carolinalemke.com/pages/stores
I WANT TO CONTACT CAROLINA LEMKE REGARDING PRESS INQUIRIES?
For all press inquiries, please email our PR team.
I RECEIVED MY ORDER AND IT IS THE WRONG PAIR/COLOR.
Please email Customer Service 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 email Customer Service 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 email Customer Service 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 Wholesale.
I AM BLIND/DEAF AND HAVING TROUBLE USING/ACCESSING THE WEBSITE
If you are having trouble using the website, Please contact Customer Service who will gladly assist you with any questions or help place an order for you.
SALES, DISCOUNTS & PROMOTIONS
At times, we may run promotions and discounts across the website. Please note that only ONE promotion can be redeemed at one time. You cannot use two different promotions in the same order.
Discount and promotional codes cannot be used during sale periods or on sale items.
We do not offer price adjustments on previous purchases or sale items unless your order has not shipped before a price change occurs.
Discount codes cannot be redeemed on sale items or in conjunction with other promotions or discounts.
Please email Customer Service if you have any questions.