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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.
Shipping
1. What is the delivery timeline for domestic orders?
Most domestic orders are delivered within 1-2 working days. However, custom-made products, prescription lenses, or items sourced directly from suppliers may take longer.
2. Are international shipping timelines guaranteed?
No, international shipping timelines are estimates:
- GCC Countries: 1-3 working days.
- Other International Destinations: 5-7 working days.
These timelines may vary due to airline scheduling, weather, or customs.
3. Are duties, taxes, and customs fees included in the shipping cost?
No, these charges are the customer's responsibility and vary by country. Please contact your local customs office for details.
4. What is the shipping fee for international orders?
Orders above 50 KD qualify for free shipping. For orders below this value, a 6.5 KD shipping fee applies.
5. Who is responsible for delivery delays?
Hassan Webstore is not liable for delays caused by inaccurate delivery information, adverse weather, customs, or third-party courier issues.
Return and Exchange
6. What are the conditions for a return or exchange?
Items must:
- Be in their original, saleable condition.
- Be accompanied by proof of purchase.
- For domestic exchanges: Be requested within 2 working days of delivery.
7. Are returns or exchanges allowed for items purchased using flexible payment methods like Tabby or Tamara?
No, such items are not eligible for exchange.
8. How do domestic returns work?
You can return items in-store or online:
- For online returns, an authorized driver will collect the item from the shipping address.
9. How do exchanges work for domestic orders?
Exchanges are allowed once. If the new item costs more, the price difference must be paid. Refunds for lower-priced exchanges will be processed via the original payment method.
10. How are refunds processed?
Refunds are subject to inspection and are processed via the original payment method, gift coupons, or wallet credits. Credit card refunds may take 4-6 weeks, depending on the bank or payment gateway.
GCC and International Orders
11. Can international orders be exchanged?
No, exchanges are not permitted for GCC or international orders.
12. What is the return window for international orders?
Items can be returned within 14 working days of receipt if they meet the eligibility criteria. Return shipping costs are deducted from the refund.
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)
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.
