Frequently asked questions

Returns and Exchanges

Can I return or exchange items?

If the product is defective or if the product you receive is different from the one you ordered, we will accept returns or exchanges at our expense.
Please contact us within 7 days of receiving the product.

Please note that we cannot accept returns or exchanges in the following cases:

  • When it is due to customer's convenience
  • If you have not requested a return or exchange in advance
  • If more than 8 days have passed since the product arrived
  • If the product has been used, altered, processed, washed or cleaned
  • If the product becomes dirty or damaged during delivery
  • If the product acquires an odor while in the customer's possession (from pets, cigarettes, perfume, cosmetics, etc.)
  • If the delivery note, product tag, price tag, label, or accessories are damaged, defaced, or lost
  • If the condition of the product when it is returned is significantly different from when it was delivered (including the packaging, box, and accessories)
Can I cancel?
Please note that we cannot accept cancellations after an order has been placed.

About Shipping

How much is the shipping fee?

Free within Japan (excluding Okinawa Prefecture, Okinawa Prefecture: 1,100 yen)
China, Hong Kong Special Administrative Region of the People's Republic of China, Taiwan, South Korea: 1,450 yen Australia, Slovenia, Germany, United States of America: 3,900 yen

Can I specify a date and time?

Yes, you can specify it on the cart page. You can choose the time slot from the options below.
Morning / 2pm - 4pm / 4pm - 6pm / 6pm - 8pm / 7pm - 9pm *Please note that we may not be able to accommodate your request in some remote islands and regions.

When will my order be shipped?

Standard products: Will be shipped within 3 business days after payment is confirmed.
*If you order lenses, they will be shipped within 7 business days after payment is confirmed.
Pre-order items: Please refer to each product page.
*If you order multiple items, all items will be shipped together once they are all in stock.

Who is the delivery company?

All packages will be delivered by Yamato Transport.
Yamato Transport parcel inquiry system: https://toi.kuronekoyamato.co.jp/cgi-bin/tneko

Is overseas shipping possible?

Yes, we can ship to the following countries:
China, Hong Kong Special Administrative Region of the People's Republic of China, Taiwan, South Korea, Australia, Slovenia, Germany, United States of America

Payment

How can I pay?

Credit card (Visa, Mastercard, American Express, JCB, Diners Club, Discover)
Shop Pay・Apple Pay・Google Pay
Convenience store payment (Family Mart, Lawson, Ministop, Daily Yamazaki, Seico Mart)
WeChat Pay, PayPay, Rakuten Pay, Alipay, AlipayHK, au PAY
Bank transfer

Warranty Information

Is there a warranty on the frame?
No, they do not. However, some products may come with a manufacturer's warranty. If there is any damage or malfunction, please contact us.
Do the lenses come with a warranty?
No, they do not. However, some products may come with a manufacturer's warranty. If there is any damage or malfunction, please contact us.

Regarding repairs and adjustments (fitting)

Can I repair a frame I have purchased?
Yes, it is possible. However, whether or not it can be repaired depends on the condition of the frame, so please contact us first.
Can I repair the lenses I purchased?
We do not offer lens repairs. We will exchange the lenses for new ones at your expense.
Can I have the frames I purchase adjusted (fitted)?
If you are unable to visit our store, please consult with your nearest optical store.

About the frame

How do I choose the size?
Please refer to the "Size" → "Size Guide" on each product page. You can also narrow down your search by size on the product list page.

About the lenses

Can I purchase just the lenses?
We do not accept purchase of lenses only.

Other frequently asked questions

What contact information can you give me?

Shop name: KRANC OPTICAL
Address: 102 Lian Taishido, 2-34-3 Taishido, Setagaya-ku, Tokyo 154-0004
Phone number: 070-1200-5992
* Reception hours: 13:00-20:00 (excluding holidays and shortened business days)
Email: shop@kranc-optical.com

If you can't find the answer on this page, please contact us via chat or our contact page .

Returns and Exchanges

Can I return or exchange items?
We do not accept returns or exchanges.
Can I cancel?
Please note that we cannot accept cancellations after an order has been placed.

About Shipping

Can you deliver?
Yes, we can deliver to your specified address.
How much is the shipping fee?

Free within Japan (excluding Okinawa Prefecture, Okinawa Prefecture: 1,100 yen)
China, Hong Kong SAR, Taiwan, South Korea: 1,450 yen Australia, Slovenia, Germany, United States of America: 3,900 yen

Can I specify a date and time?

Yes, you can specify the time. Please choose from the following options.
Morning / 2pm - 4pm / 4pm - 6pm / 6pm - 8pm / 7pm - 9pm *Please note that we may not be able to accommodate your request in some remote islands and regions.

Who is the delivery company?

All packages will be delivered by Yamato Transport.
Yamato Transport parcel inquiry system: https://toi.kuronekoyamato.co.jp/cgi-bin/tneko

Payment

How can I pay?

Cash and credit cards (Visa, Mastercard, American Express, JCB, Diners Club, Discover)
QUICPay, iD, PayPay, Apple Pay, transportation IC, Setagaya Pay

Warranty Information

Is there a warranty on the frame?
No, they do not. However, some products may come with a manufacturer's warranty. If there is any damage or malfunction, please contact us.
Do the lenses come with a warranty?
No, they do not. However, some products may come with a manufacturer's warranty. If there is any damage or malfunction, please contact us.

About repairs and adjustments (fitting)

Can I repair a frame I have purchased?
Yes, it is possible. However, whether or not it can be repaired depends on the condition of the frame, so please contact us first.
Can you repair frames that I bring in?
Yes, it is possible. However, this is only available to customers who have used our shop before. Whether or not a repair is possible depends on the condition of the frame, so please contact us first.
Can I repair my purchased lenses?
We do not offer lens repairs. We will exchange the lenses for new ones at your expense.
Can I have the frames I purchase adjusted (fitted)?
Yes, it is possible.
Is it possible to adjust (fit) frames that I bring in?
Yes, it is possible. However, this is only available to customers who have used our store before. For adjustments other than the above or for multiple teeth, an adjustment fee of 1,100 yen (tax included) will be charged per tooth.

About the frame

Could you please tell me what detergent I can use to clean it?
Only mild detergent can be used.

About the lenses

Can I purchase just the lenses?
We do not accept purchase of lenses only.

Other frequently asked questions

What are your business hours?
13:00-20:00.
Are there any fixed holidays?

Every Thursday.
Please check the store page for temporary closing days and shortened business hours.

If you can't find the answer on this page, please contact us via chat or our contact page .