Frequently asked questions

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

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

• Due to customer's personal reasons.
• If you have not notified us of a return or exchange request in advance.
• If more than 8 days have passed since the product arrived.
• If the product has been used, altered, processed, washed, or dry-cleaned.
• If the product has become dirty or scratched while in your possession.
• If the product has acquired odors while in your possession (e.g., pet, tobacco, perfume, cosmetics).
• If the delivery note, product tag, price tag, label, or accessories are damaged, soiled, or lost.
• If the product condition upon return significantly differs from when it was delivered (including packaging, box, and accessories).

Free within Japan (excluding Okinawa Prefecture; Okinawa Prefecture: 1,100 yen)
Indonesia, Singapore, Thailand, Malaysia, China, Hong Kong SAR, Taiwan, South Korea: 1,900 yen
UK, Australia, Canada, New Zealand: 3,900 yen

This is only possible for deliveries within Japan, and you can specify it on the cart page. You can choose from the following time slots:
Morning / 2 PM - 4 PM / 4 PM - 6 PM / 6 PM - 8 PM / 7 PM - 9 PM
Please note that your request may not be accommodated for remote islands and certain areas.

Standard items: Shipped within 3 business days after payment confirmation.
Reserved items: Please refer to each product page.
*If you order lenses, they will be shipped within 7 business days after payment confirmation (within 14 business days if the ordered glasses/sunglasses are rimless or semi-rimless).
*If you order multiple items, they will all be shipped together once all items are ready.

All packages will be delivered by Sagawa Express.
Sagawa Express Package Tracking Service: https://k2k.sagawa-exp.co.jp/p/sagawa/web/okurijoinput.jsp

Yes, we can ship to the following countries:
UK, Indonesia, Australia, Canada, Singapore, Thailand, New Zealand, Malaysia, China, Hong Kong SAR, Taiwan, South Korea

Credit Cards (Visa, Mastercard, American Express, JCB, Diners Club, Discover)
Shop Pay, Apple Pay, Google Pay
Convenience Store Payment (FamilyMart, Lawson, Ministop, Daily Yamazaki, Seicomart)
WeChat Pay, PayPay, Rakuten Pay, Alipay, AlipayHK, au PAY
Bank Transfer

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