Know Your Eyewear

The Right Frame & Lenses

Size & Fit

We offer glasses in 5 frame sizes: Extra-Narrow, Narrow, Medium, Wide & Extra-Wide. Click here to know your size or try our Virtual AR Technology to see how your favourite frames look on you.

80% - 90% of our customers find a Medium-sized frame to be the best fit.

Frame Components

The different components that come together to make a great frame

Types of Lenses

You can buy the following types of lenses on the app, our website or at any of our stores:

The Right Prescription

It is important to find the right prescription type for your eyes before you buy eyeglasses. We offer the following:

Fields of Vision	One	Two	Three
Vision Range	Near or distant	Near & distant	Near, distant & Intermediate
Visible Distinction	No visible distinction	Single visible line	No visible distinction
Correction	Corrects myopia, hypertropia & astigmatism	Corrects presbyopia	Corrects presbyopia

Trying On Frames

You can see how the frames look on you by using our Virtual AR Technology You can see how the frames look on you by using our

Additionally, you can visit any store or experience iksanaOpticals@Home—where you can try & buy from 150+ frames, all from the comfort of your home.

Finding Out Your Power

In order to find out your power, you can option for an eye test at iksana Opticals. You can either visit your nearest store for a free eye check-up or book a home eye test for free! The safe & thorough 12-step eye test In order to find out your power, you can option for an eye test at iksana Opticals. You can either visit your nearest store for a free eye check-up or book a home eye test for free! The safe & thorough

Quality Assurance

Quality is at the core of all iksana Opticals products. All our products are thoughtfully designed using high-quality materials like acetate, stainless steel, titanium & TR90. This ensures maximum comfort, protection, flexibility and breakage-resistance. We also offer a 1-year warranty on all our glasses.

Updating Your Power

If You Don’t Have Your Prescription

It is okay if you do not have your prescription handy. You can update your prescription within 7 days of purchasing any eyewear. Simply place the order and provide your power using the links shared in the SMS & email sent to you post-order completion.

Submitting Your Power

You can submit your power details after completing the purchase in a number of ways - by uploading a picture of your prescription, manually entering it online, requesting a call back from our team or mailing us at support@iksanaopticals.in

Availability of Complex Powers

At iksana Opticals, we stock all powers - from simple to complex. We use robotic technology to make glasses, which ensures that the most complex powers are fitted perfectly, ensuring 100% error-free glasses.

Policies

Delivery

Your order is always a priority for us. Once you place an order, there are many teams working hard to ensure that your product reaches you at the earliest without any compromise on the quality:

Delivery Timelines

Based on the product, power & your location, our delivery timelines will vary. To know more, please refer to the table below:

Terms & Conditions

The estimated delivery timelines are subject to the following conditions being met:

• The order is considered “complete” only after the power is provided by the customer for single-vision & bifocal eyeglasses. Your order will not get processed until you provide your prescription or update your power. This will lead to a delay in the delivery timelines committed.
• In order to ensure that only the best-quality eyewear reaches you, our products undergo a rigorous quality check. If during the quality check, it is observed that the product does not match the highest quality, a new product is manufactured exclusively for you. We will ensure that we still maintain the delivery timelines in these cases. However, there can be a possible delay if the quality check fails for any of the products in your order.

Next day Delivery

Next day Delivery Terms & Conditions:-

• Next day delivery is now available in: Delhi, Faridabad, Gurgaon, Ghaziabad, Noida, Hyderabad
• Orders placed before 7pm with powers are eligible
• Order creation date from the day prescription/power is shared
• Includes Single vision orders (Non Toric/Non Ready stock),OTC, Zero power EyeGlasses, Zero Power Sunglasses, and Ready Power Contact Lenses
• Applies to both Ship to Customer and Ship to Store orders
• For online orders, the delivery date is the date of the first attempted delivery
• For in-store orders, the date it reaches the store is the delivery date
• Next day delivery NOT applicable for Dual vision, COD orders, Last piece and Local Fitting Orders
• If next day falls on Sunday/National Holiday, an additional day is added

Refund & Exchange

We are committed to providing you with high-quality eyewear. In the rare event that a product does not fit you or you do not like it, you can request a refund/exchange.

Timelines For Exchange/Returns

You can always opt for an exchange or return on your order. However, if your reason for doing so is fit or alignment, you can visit the nearest store with the product & our team will be happy to make any adjustments then & there for free. click to know the Exchange process for web

Exchange

If you wish to exchange your product, you can use any of the following options:

• Same frame & same lens package – This is the fastest option. In case you find a scratch on the lens/peel off on the frame, you can get a fresh piece of the same frame & lens package (or coating). There will be no extra charges borne by you in this case.
• Same frame & different lens package – If you feel like you could have opted for a different lens package, you can do so now. Get a fresh piece of the same frame & upgrade to a different lens package (or coating). Any additional amount for the upgrade will have to be borne by you.
• Different frame & different lens package – In case you don’t like how the frame looks on you, you can choose a new one from a wide range of different frame & lens packages. Any difference in the new & old products will have to be borne by you.

The Return Process

There are many ways through which you can return a product.

Schedule a pick-up

• Raise a return request through the app in the “My Orders” section or click on “Need Help/Contact Us”.
• We provide 100% free pick-up service (few cities may be excluded) from your address within 1-2 days after the request has been raised. Please keep the product(s) ready & hand it over to our allotted pick-up partners.
• The products(s) will then be checked for quality & verified. Wrong/Damaged items & empty returns will not be proceeded.
• Post the quality check, the exchange will automatically be processed or the refund will automatically be initiated within 2-3 days.

Ship product(s) to iksana Opticals

In case your location is not eligible for reverse pick-up, you can courier the same to us.

• Pack the product(s) in a box.
• We will send you a return label on your registered email. Please get a printout of this label & stick it on the box.
• Ship the product to the address below using any of your preferred courier service:

Address:
IKSANA OPTICALS LLP
151/D, Kemps Corner
Mumbai, 400036.

Note: We will reimburse up to ₹100 against the courier charges paid for the return once the product is received and on presentation of the actual courier bill. Kindly attach the courier bill in an email and share with support@iksanaopticals.in

Visit the nearest store

• Our team will check the product & eligibility, and then accept/reject the return request.
• Post the return, you can exchange it for a new one immediately or request a refund, at any iksana Opticals store.

Product Returns To Be Avoided In the Following Cases

• Alignment Issues: This can happen in new eyeglasses & can be adjusted quickly at any of our stores. Visit your nearest store & our team will be happy to resolve the issue.
• Power adjustment Issues: New glasses, especially progressives and bifocals, can take as much as 7-10 days to adjust to your eyes. We request you to please be patient and to not raise a return request for this.
• Accidental damage without insurance: This is not covered under iksana Opticals return policy. Click here to know more about our Insurance Policy for damages/breakages.

Terms & Conditions

• Eyeglasses & sunglasses with the following are not accepted for exchange/refund:
• Scratches on frame/lens that were not present at the time of delivery - We do a rigorous 3-step quality check to ensure that the product reaches you in perfect condition.
• Damaged product(s) due to mishandling post-delivery - Product is de-shaped, with visible intentional damage to the product.
• Damage to the eyewear case/any other standard packaging - The case /packaging is torn/damaged & not in the same condition as it was received.

Contact Lenses: Acceptable only for exceptional cases, within 14 days through our customer support centre. The lenses should be unworn, with the sealed outer packaging intact.

Accessories (lens cleaner, contact lens case, contact lens solution & others): Refund/Exchange is not allowed.

Only exchange will be provided for orders made through cash on stores and cash on delivery (COD) orders. These orders will not be eligible for refund. This is applicable for cancellation as well as returns post delivery.

Refund

Our refund process has the following steps :

Our refund process has the following steps :

On an average, it takes 10-12 days for the refund to be processed, post initiation.

Store Credit

We offer a wide range of convenient options for you to exchange a product. However, if you still wish to return a product, you can choose to receive the refunded amount for said product. While raising a return request on the app/website or through customer support, we will prompt you to choose the refund method. You can choose any of the options below:

Benefits

• Use it to place a new/replacement order.
• Amount is instantly credited to your account after product pick-up.
• Can be used to purchase any product online on the app/website or in stores.
• Has lifetime validity - the store credit amount will never expire.
• 1 store credit = ₹1

Note: Once issued, the store credit cannot be converted to a refund (to original source) at a later stage.

Refund To Source

• You will get a refund back to the original source of payment through which the product was purchased.
• The amount will be credited to your account in:
• 1-5 business days in case of wallets/debit card payment.
• 7-10 days in case of credit card payment.

Note: The amount will be credited only once the product has reached us and the quality check has been done.

If the amount is paid using a combination of store credit & online payment, then the respective amount will be added to your store credit & the original payment mode.

E.g. If you paid ₹100 using store credit & ₹1500 through a debit card/other payment mode, then the amount i.e. ₹100 & ₹1500 will be refunded to your store credit & debit card/other payment mode respectively.

Refund (for cash transactions only - Cash on Delivery on online or store orders)

• Only exchange will be provided for orders made through cash on stores and cash on delivery (COD) orders. These orders will not be eligible for refund.
• This is applicable for cancellation as well as returns post delivery

Refund Timelines

Terms & Conditions

• Refund will only be initiated after the product is received at our warehouse & has passed the requisite quality check.
• If you select the option of Store Credit while filing a return request, you will not be able to change it later. The store credit cannot be changed to cash refund.
• Partial refunds will not be provided on products under Buy One Get One offer

Insurance For Your Eyewear

Claiming Insurance

We offer vision insurance to cover accidental damage/breakage of eyeglasses/sunglasses at just ₹199 per order! The insurance provider is Reliance General Insurance Company Limited (RGICL).

How to Claim Insurance

• In case of an accident, check your billing date & hence the coverage of insurance.
• If the insurance is valid (within 1 year of billing date), you can visit any of our stores with the damaged eyewear & our team will help you out with your concern.
• The team will evaluate the damage, ascertain the genuineness of the case & file for insurance claim on your behalf. You can also put in a request for exchange/replacement of the product then & there, and pay any balance amount (if applicable).
• Once the insurance is approved (within 1-2 days), the new order will automatically get processed & dispatched to your address.

Deductible Amount

Whenever a customer claims insurance, iksana opticals deducts a certain amount from the product value & then generates an exchange link for the same.

The calculations are shown below:

Terms & Conditions

• The insurance is valid for 1 year from the date of order dispatch.
• Applicable only on the main order & not on the exchange order.
• The coverage is for accidental breakage on eyeglasses/sunglasses only. RGICL reserves the right to reject a claim if the product is found to be broken intentionally or by any other reason which is not an accident.
• If the eyewear is eligible for repair, all attempts will be made to do so before the disbursement of any claim amount.
• The insurance does not cover any claims related to breakage during shipping of said product to the customer. In case you receive a damaged product, you may contact the iksana opticals customer care team by phone/email.
• Iksana Opticals & RGICL reserve the right to amend/withdraw the insurance at their sole discretion without any prior notice.

Store-related Information

Finding the Nearest Store

If you have any questions regarding our eyewear, want to try frames or are looking to get a free eye test, walk into any of our stores in India.

Store Timings

Most of our stores are open from 10 AM - 6 PM, 6 days a week. However, please check the specific store timings before visiting.

Warranty Policy

Terms & Conditions

• Only Manufacturing Defects are covered under the Warranty Policy
• Product orders older than 1 year do not fall under the warranty policy
• Any Scratches on the product are not covered under Warranty policy
• Any breakages/damage to the product are not covered under warranty (Eg: breaking of product due to any external pressure or misuse are not covered)
• Routine wear and tear of the product due to daily usage is not covered under warranty
• Warranty period will start from the order's date of deliver
• Warranty period will be applicable from the master order's delivery date

Please reach out to us at
7977994474
or email us at support@iksanaopticals.in

Privacy Policy

Security & Privacy

At iksana Opticals, we value our relationship with our customers & care about how information provided by you is used & shared. We are committed to maintaining the confidentiality, integrity & trust that you place in us & the security of any personal information. We are proud of our privacy practices & the strength of our site security - which is why you have the choice of retaining as much control as possible over the information you provide.

However, please note that you may not visit & use our app/website/M-site at any time without acknowledging who you are or revealing the required information about yourself. By visiting this site, you are accepting the practices described in our Privacy Policy (see below):

(a) Information provided by you: We receive any information you enter on our website or in any other way. However, we do not store any personal/sensitive information on our server. This remains safely with you on your phone/other devices.You may choose not to provide certain information, but then you might not be able to take advantage of many of our features. We use your information for such purposes as responding to your requests, customising future commercial transactions, improving our database, communicating with you & utilising/disclosing, without prejudice to any of your other rights. This is the same for any other purpose (commercial/non-commercial) which iksana Opticals (at its sole discretion) considers necessary for its business purposes or otherwise. You also have the choice of adding/updating certain information. When you do so, we usually keep a copy of your previous information for our records.

(b) Automatic information: We receive & store certain types of information whenever you interact with us (website). Our servers log your activities for various diagnostic & analytical purposes. However, other than the IP/MAC address of your phone/desktop/other devices, there is no other personal information maintained by us.

(c) Email communication: To help improve our services, we may request to receive confirmation from you whenever you open any of our emails on your phone/desktop/other devices (if it supports such capabilities).

(d) Sharing information received by you: If another business partner is involved in the transactions you make, your information will not be shared, in any way, with said business partner.

(e) Business transfers: As we continue to develop our business, we might merge or be acquired by another company. In such a case, your information will generally be one of the transferred business assets. We will duly notify you of the same & ensure the protection of your information per these policies & guidelines.

(f) Protection of the company & others: We will release account details & other personal information if/when required, to comply with laws & regulations. We shall also enforce/apply our Terms & Conditions & other agreements to protect the rights/property/safety of iksana Opticals, our customers or others. This includes exchanging information with other companies & organisations for fraud protection & other similar matters.

Security of Information

We work dedicatedly to protect the security of your information during transmission by using the Secure Sockets Layer (SSL) software, which encrypts any information that you input. We constantly re-evaluate our privacy & security policies & adapt them as necessary to deal with new challenges. We do not & will not sell/rent your personal information to anyone, for any reason, at any time, unless it is:

(a) In response to a valid legal request by a law enforcement officer/ government agency or

(b) In a situation where you have explicitly/implicitly given your consent or

(c) To utilise the same for any statistical/other representation without disclosing your personal data.

We only reveal these details, as required, to enable us to access & provide you the required services related to your account.

With the exception of your Login ID (in the form of an email address), which may be provided anonymously & your third party account information (required for providing services), iksana Opticals does not require any information that might constitute personally identifiable information.

We also make every possible effort to let you retain the anonymity of your personal identity. You are free to choose a Login ID email address & password that keeps your personal identity anonymous. Access to your registration information & your personal financial data is strictly restricted to iksana Opticals employees & contractors, strictly on a need-to-know basis - in order to operate/develop/improve our services. These employees & contractors may be subjected to discipline, including termination & criminal prosecution, if they fail to comply with our regulations.

While we take the stringent measures mentioned above to protect your information, it is equally important for you to protect your account against unauthorised access (such as to your /password/phone/desktop/any other details/devices). Eg. By making sure to sign out after using a shared/public computer/laptop.

As described in this policy & with your consent, iksana Opticals will (from time to time) connect electronically to your online bank, credit card/debit card/other payment mode & other online financial accounts to process your order.

Conditions of Use & Revisions

If you choose to visit our website/M-site, your visit & any dispute over privacy is subject to this policy, including limitations on damages, arbitration of disputes & application of the law of the Republic of India. If you have any concerns about privacy, please share a detailed account with us, on the following address & we will do our best to resolve it:

iksana optical llp.,
151/D, August Kranti Marg, Near Shalimar Hotel,
Mumbai – 400036.

Our business will evolve constantly. So will our policies & terms of membership. The use of information that we gather is subject to the privacy policy in effect at the time of use. We may email you periodic reminders of our policies & terms & conditions, unless you have instructed us not to. We strongly recommend that you check our app/website frequently to see recent changes/updates.

FAQs

How do I know what is the right size & fit of frame for me?

We offer glasses in 5 frame sizes: Extra-Narrow, Narrow, Medium, Wide & Extra-Wide. Click here to know your size.

80% - 90% of our customers find a medium-sized frame to be the best fit.

To find out your perfect frame size, use the Virtual AR Technology on the iksana Opticals.

What if the glasses or lenses I bought aren’t right for me? Can I exchange or return my order?

We are committed to providing you with high-quality eyewear at your convenience. If you’re worried about the fit of the frames you bought online, here’s what you can do: You can collect them from the nearest iksana Opticals store & ask the store staff to fix any fit/alignment issues. Our team will be happy to make any adjustments then & there.

In the rare event that you do not like a product, you can request a refund/exchange directly from your iksana Opticals. You can schedule a free pick-up, ship the order back to us or drop it at your nearest iksana Opticals store. We have a “no questions asked” return policy within 14 days of you receiving the order.

Will every power fit every frame? What if I have high power, can I choose any frame?

No, not every power fits every frame. Power compatibility is mentioned for each of our frames. When you choose a frame you like, you can check the powers it is compatible with on the product page.

Where do I submit my eye power details?

You can submit your power details after completing the purchase in a number of ways - by uploading a picture of your prescription, manually entering it online, requesting a callback from our team or mailing us at support@iksanaopticals.in or click to know how you can submit your powers for web

I don’t have/remember my prescription at the moment. Is it important to give it right away?

It is okay if you do not have your prescription handy. You can update your prescription within 7 days of purchasing any eyewear. Simply place the order and provide your power using the links shared in the SMS & email sent to you post-order completion.

I don't know my eye power. What should I do?

In order to find out your power, you can opt for an eye test at iksana Opticals. You can either visit your nearest store for a free eye check-up or book a home eye test for free! The safe & thorough 12-step eye test will be done by a certified optometrist with the latest equipment, who’ll provide the prescription immediately after the check-up.

I want to try the frames before making a purchase.

You can see how the frames look on you through our Virtual AR Technology You can see how the frames look on you through our

Additionally, you can visit any iksana Opticals store or experience iksanaOpticals@Home—where you can try & buy from 150+ frames, all from the comfort of your home.

How many days will it take to deliver my eyeglasses?

Based on the product & power you choose for your location, our delivery timelines will vary. Our estimated delivery timelines for different types of eyeglasses are shown below:

• Zero power: 2-3 days
• Single vision: 3-7 days
• Bifocal/Progressive: 7-10 days

Are my eyeglasses covered under warranty?

Yes. We offer a 1-year warranty on all our glasses. To know more about what is covered in warranty.

Can I get my eyeglasses repaired/fixed?

Yes, we have the provision for repairing damaged glasses, depending on the extent of the damage. Visit your nearest iksana Opticals store with the damaged product & our team will be happy to help you.

In case a product cannot be repaired, we will give you a free replacement if you are covered under the insurance policy.

When can I cancel my order?

You can cancel your order before it has been shipped by clicking on the “Contact Us/Need Help” section on the iksana Opticals website. Please note, we custom-make every lens specifically for you. However we offer easy cancellation options as listed below so you can enjoy a 100% risk-free shopping experience.

• If your order is out for delivery per the status on the app, cancellation is not possible. You may refuse to receive the order when the delivery partner contacts you/reaches your address. Once the returned product is received by us, your exchange/refund will be initiated.
• You can email support@iksanaopticals.in for assistance or click to know more about the cancellation process for web

How can I find my nearest Iksana Opticals store?

Click here to find your nearest store or enable your location on the iksana Opticals to find the store closest to you.

If I place my order at the store, will I have to collect the products from the store only?

You may collect your order from the store or request the store team to ship it to your preferred location.

If I have placed an order online, can I collect it from the store?

Yes, absolutely. While placing your order online, you can mention that you wish to collect your order from the nearest store.

Why is it taking so long to process my order?

At iksana Opticals, we strive to deliver your order as quickly as possible. We sincerely apologise if an order is taking too long to arrive. This could be due to multiple factors, such as quality check failure, logistical issues with external courier partners, etc.

Does Iksana Opticals have their own delivery service?

No, we have multiple third-party delivery partners across India.

Can i get a Combined invoice for my BOGO order ?/ Can i get invoice on 0 value?

As per the financial procedures & accounting principal the total billed amount shall be distributed amongst the products governed under the BOGO offer with 50% discounted value of each. This enables the customer to make further transactions on both products such as insurance claims.

How can I escalate my issues?

If you want to escalate iksana Opticals Complaints there is a 2-step escalation matrix in iksana Opticals. In Level 1 you can contact us at 7977994474 or chat with us or email us at support@iksanaopticals.in To escalate your complaint to Level 2 you can email us with complete Order and contact information at eyesolutions@iksanaopticals.in (Business hrs- 10AM - 8PM)

Unsubscribe

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Account Information section (app/website)

• You can opt to stop receiving Whatsapp notifications/SMS/Emails/App push alerts.
• Simply click on “Manage Notifications” under the Account Information section & select the channel(s) you wish to stop receiving notifications on.