Help

Six places to start. If none of them answers it, a person will.

Help topics

[ 01 ]ShippingDestinations, methods, costs, dispatch times, customs and tracking.
[ 02 ]Returns & exchangesThe window, the condition required, how to send something back, and refunds.
[ 03 ]Frame guideMeasurements, face shapes, materials and lenses. Find the shape that fits.
[ 04 ]Care & warrantyCleaning, storage, adjustment, what the warranty covers and how to claim.
[ 05 ]PrescriptionLens options and how to order a frame glazed to your prescription.
[ 06 ]ContactTalk to a person. Order questions, wholesale, press and everything else.

Common questions

Search frequently asked questions

15 of 15 questions

Orders3

Can I change or cancel my order?

If it has not been dispatched, yes — contact us with your order number. Prescription orders can only be changed before glazing starts.

Awaiting change/cancel cut-off

Do you take orders by phone?

Yes, through any stockist, or by contacting us directly.

Is my order confirmed?

A confirmation email is sent immediately. If it has not arrived, check spam before contacting us.

Shipping3

Where do you ship to?

The full list is on the shipping page.

Awaiting shipping destinations

How long will delivery take?

It depends on destination and service.

Awaiting delivery windows

Will I pay customs charges?

On cross-border orders this depends on your territory.

Awaiting duties policy

Returns3

How long do I have to return something?

See the returns page for the current window.

Awaiting return window

Can I return prescription lenses?

Glazed prescription lenses are cut to your frame and your eyes.

Awaiting prescription return policy

How long does a refund take?

Once the parcel reaches us and passes inspection.

Awaiting refund processing time

Product3

What are Mori frames made from?

Italian cellulose acetate across most of the range, with titanium and stainless steel on the thinner shapes.

Do all frames block UV?

Yes. Every lens in the range carries 100% UVA+UBV protection, prescription and non-prescription alike.

Can any frame be glazed to prescription?

Most sun shapes can. Ask us about the specific frame before ordering.

Care3

How should I clean my lenses?

Rinse first, then a drop of unperfumed soap and the supplied cloth. Never dry-wipe, and never use alcohol or glass cleaner.

My frames feel loose. Can you fix them?

Any Mori stockist will adjust a frame bought from us. Acetate reshapes under gentle heat — leave that to an optician.

What does the warranty cover?

Manufacturing defects. Accidental damage and normal wear are excluded.

Awaiting warranty period and terms

Still stuck

Talk to a person

Order questions, fit advice, wholesale and press all reach the same inbox, and we answer in the order they arrive.