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FAQ
Need help?
We’re available by phone:
+965 1806080
Email:
support@hassans.com
Web chat:
Click the bluebutton on the bottom right of the page
8:00 AM - 4:30 PM Sunday - Thursday KWT Time
My Order
How can I order prescription lenses?
You need to have a valid eyeglass prescription and pupillary distance (PD). Your prescription prefered to have been issued within the last 12 months for it to be valid.
No Prescription or PD (pupillary distance)?
You can have your eyes tested at any of our optometrists, to get a valid eye prescription and get your PD measured.
How do I order prescription contact lenses?
You will need to have a valid contact lens prescription and preferred to be within the last 12 months. If you know your base curve and diameter we can provide you with the best fit of contact lens.
If you do not know your prescription or have never tried contacts you can do the following:
Visit one of our stores to get a valid contact lens prescription and have your contacts fitted.
How do I order new lenses, for my old frame?
You will need your valid eyeglass prescription and pupillary distance (PD). Your prescription prefered to have been issued within the last 12 months for it to be valid.
No Prescription or PD (pupillary distance)?
You can have your eyes tested at any of our optometrists, to get a valid eye prescription and get your PD measured.
To fit our lenses in your frame you can:
- Send your frames in your own packaging (please use a hard case), free of charge, to our address: Hassans, Al Jon Tower, 25th Floor, Fahed Al Salem Street, Kuwait City.
- Request a package and we’ll send you a box, you can then ship your product to us, for free.
- Have us organise a pick up (for a small fee) for domestic orders (Kuwait).
How do I get the right frame size?
We offer certain frames in different sizes to fit a variety of face shapes.
- Select the right frame size by checking the frame size on the inside of previous frames you have, or by popping into one of our optometrists, who will help you get the right size.
Changing an order
We process orders as quickly as possible but we’ll do our best to change your order. Just call us on+965 2228 1271 Sunday-Thursday 6am – 3pm, Saturday 10am - 2pm (GMT), or email us at support@hassans.com and we can help you change or cancel your order.
My prescription doesn’t seem right - what should I do?
It can take a couple of days to get used to a new prescription, but if the problem persists, give us a call or email us. We’ll help determine the problem and make sure the issue is resolved so your sight is back to perfect!
I have received my order but the frames need adjusting
If you have received your order but the frame is not sitting right you can visit one of our optometrists, they will be able to adjust the frame to your face.
Delivery
When will I receive my order?
Your processing time depends on:
- The type of order (if you need lenses produced)
- If your order is complete (we need your prescription and PD before we process the order)
Delivery Times
Kuwait:
Non-prescription frames/sunglasses and contact lenses:
Within 48 working hours.
Prescription frames/sunglasses:
Please allow between 4 - 10 business days for delivery, once the prescription is provided.
Middle East (GCC) Orders:
Non-prescription frames/sunglasses and contact lenses:
2 - 5 business days.
Prescription frames/sunglasses:
Please allow between 4 - 10 business days for delivery, once prescription is provided.
Europe:
Non-prescription frames/sunglasses and contact lenses:
2 - 5 business days.
Prescription frames/sunglasses:
Please allow between 4 - 10 business days for delivery, once prescription is provided.
North America:
Non-prescription frames/sunglasses and contact lenses:
2 - 5 business days.
Prescription frames/sunglasses:
Please allow between 4 - 10 business days for delivery, once prescription is provided.
Shipping
What does shipping cost?
Shipping is FREE when you spend KWD 100 or more! Below this amount, shipping cost is 3 KWD.
Please note: we cannot determine your country import tax and customs fees and we cannot be held responsible for this fee. Please review T&C page.
Online Returns
We have a 48-hour Return or Exchange policy for our products. If you aren’t happy with your purchase, please return the item to us, and we’ll give you a full refund or exchange, as long as the item is returned in resellable condition.
Local Orders (In Kuwait)
Sunglasses/Frames: Only in case of no scratches/damages and in full product attachments are available:
1. Customer is required to place a return request with Hassan's customer care
2. Hassan's team shall be in touch and coordinate collection
3. Items shall undergo Quality Assurance and Verification
4. Approval for Refund and Return/Rejection is communicated to Customer.
5. Monetary value of order is refunded to customer per agreement with Customer Care.
6. Frames (with Prescription): Only the amount paid for frame is eligible for refund, amount paid for lensing/relensing shall not be refunded per Hassan's Policies.
Contact Lenses:
Only in case of pack is not Open and in sellable status:
1. Customer is required to place a return request with Hassan's customer care
2. Hassan's team shall be in touch and coordinate collection
3. Items shall undergo Quality Assurance and Verification
4. Approval for Refund and Return/Rejection is communicated to Customer.
5. Monetary value of order is refunded to customer per agreement with Customer Care.
For Items Exchange Attempts, maximum 2 exchange attempts are offered, first attempt is accounted as free and the second attempt shall be chargeable for 2 KD fees (calculating 48-hours for first item delivery date).
International Orders (Outside Kuwait)
Sunglasses/Frames: Only in case of no scratches/damages and in full product attachments are available:
1. Customer is required to place a return request with Hassan's customer care
2. Customer is responsible for shipping the item back to Hassan's head-office (Hassan's is not responsible for international shipping rates or fees)
3. Items shall undergo Quality Assurance and Verification
4. Approval for Refund and Return/Rejection is communicated to Customer.
5. Monetary value of order is refunded to customer per agreement with Customer Care.
6. Frames (with Prescription): Only the amount paid for frame is eligible for refund, amount paid for lensing/relensing shall not be refunded per Hassan's Policies.
Contact Lenses:
Only in case of pack is not Open and in sellable status:
1. Customer is required to place a return request with Hassan's customer care
2.Customer is responsible for shipping the item back to Hassan's head-office (Hassan's is not responsible for international shipping rates or fees)
3. Items shall undergo Quality Assurance and Verification
4. Approval for Refund and Return/Rejection is communicated to Customer.
5. Monetary value of order is refunded to customer per agreement with Customer Care.
For Items Exchange Attempts, maximum 2 exchange attempts are offered, first attempt is accounted as free and the second attempt shall be chargeable for 2 KD fees (calculating 48-hours for first item delivery date).
(Note: Refunds will be credited to the original payment method.)
Please note: Prescription lenses are only refundable if there is a manufacturing defect.
Please note: Shipping return fees are not covered by Hassans.com
Online Orders Cancellation:
Local Orders (Inside Kuwait): Order Cancellation can take place and monetary value refunded (prior to first delivery) after order status check.
In case of Special Orders, can not be cancelled in any mean (order is not refundable)
Frames with Prescription, only in case lensing/re-lensing had taken place by the time of cancellation (relensing fees are not refundable)
I am requested to provide certain information regarding the order, who is responsible to cover that?
Per Hassan’s Policy, customer is the party responsible for providing orders’ information to carrier/customs department when asked for.
What Address information am I requested to provide so no delays to my order happen?
The more details the better! So Hassan’s be able to deliver your order per promised, Hassan’s should be able to have full information regarding address, contact and secondary contact (Optional) for the shipment handling.
In-store Return
In-Store Returns are not a part of the exchange, return procedure, if you have a request for return or exchange, please do submit your request through contacting our customer care agents.
How do I set up a return or exchange?
Give us a call on +965 1806080 / 22054961
8:00 AM - 4:30 PM Sunday - Thursday KWT Time
Email us at support@hassans.com and we can prepare your return or exchange.
