Customer Care

Once your order is dispatched, we send tracking details by WhatsApp and email.

Please allow up to 48 hours from purchase for shipping confirmation and tracking to update.

We accept Mastercard, Visa, Amex, PayPal, Shop Pay, Apple Pay and Google Pay.

If you ordered the wrong item or need to update details, message Customer Care within 2 hours of payment.

Reply to your order confirmation email or WhatsApp message with what needs to change. We will try to help before the order moves into fulfilment.

To request a cancellation, reply to your order confirmation email or WhatsApp message within 2 hours of payment.

If the order has already shipped, we cannot cancel it. You can still start a return or exchange request if the item is eligible.

Orders placed before 09:00 are usually prepared for courier handoff the same business day, except prescription sunglasses, which need additional production time.

Our operations team is based in Singapore and Hong Kong SAR. Orders placed on weekends or national holidays are prepared on the next business day.

Estimated delivery times:

• 1-2 business days: Hong Kong and Singapore
• 2-3 business days: Macau and Malaysia
• 3-5 business days: Taiwan and other Asian countries
• 7-11 business days: rest of world

After your order is processed, you will receive a confirmation email and WhatsApp message with order details. The email includes your tracking number and a link to the tracking page.

Tracking can take 1-2 working days to become active after courier handoff.

Yes. If eligible sunglasses do not feel right, you can exchange them or return them within 14 days, as long as they are unworn, undamaged and returned with tags and packaging intact.

Prescription items, TryOn items, Online Outlet items and products marked Final Sale are not eligible for refunds or exchanges.

To start a return or exchange, reply to your order confirmation email or WhatsApp message. Refunds are processed to the original payment method after the returned item is received and checked.

Once your return is received and processed, we email you to confirm the refund has been issued.

Please allow up to 7 business days for the refund to appear in your account after processing.

The Lifetime Care Program covers 2nu performance sunglasses when real use causes damage that affects performance or usability, including lens damage, frame damage, hinges, arms and nose pads.

Replacement is handled through a flat care fee by region. Prescription sunglasses have a different care fee because they are made to order.

Message Customer Care with your order number and clear photos of the issue. We will confirm the care option, replacement fee and next steps.

You can also review the full program details on the Lifetime Care Program page.

Prescription items normally need an additional 4-6 weeks processing time before shipment, depending on demand and production queue. This can take longer during busy holiday seasons and promotional periods.

If your order is past the expected processing time, message Customer Care and we will help you check the status.

Prescription items are personalised and made to order, so they are not accepted under the 14-day returns policy.

This is shown before prescription details are entered on the product page and must be agreed to before adding the item to cart.

Prescription items are still covered under the Lifetime Care Program.

Prescription lenses significantly affect floating performance. Prescription sunglasses should not be expected to float on seawater.

TryOn lets you test size, fit and comfort in real use before buying regular 2nu sunglasses. It is for checking fit during daily movement or outdoor activity, not just looking in a mirror.

TryOn frames use the same frame structure and fit as the final product.

The frame structure and fit are the same. TryOn units include UV400 lenses, but they use a basic lens configuration.

They do not use premium final lenses such as Hexachroma, so visual effect and weight may differ slightly from regular products.

TryOn is non-refundable because it is offered at a very low margin, close to no profit.

A one-time upgrade discount is usually provided after TryOn. The upgrade discount applies to regular-priced products only and does not apply to Outlet items or already discounted products.

2nu operates online-only by design. Offline retail adds rent, staff, middlemen and markup, so we put more cost into product quality, materials, development and customer value.

If fit is the concern, TryOn is the best option. TryOn lets you test the same frame structure in real movement before committing to regular sunglasses.

We may still appear at selected pop-ups, races and sports expos. Follow 2nu on Instagram or Facebook for event updates.

When not in use, keep your sunglasses in a case or pouch. Avoid placing them on your head, around your neck or hooked onto your shirt, as this increases the risk of scratches or loss.

For cleaning, rinse gently under tap water to remove dust or debris, shake off excess water, then dry and clean with a microfiber cloth or pouch.

For heavier oil, apply optical cleaner or isopropyl alcohol at 75% or less to the microfiber cloth and wipe gently. Avoid ammonia-based glass cleaners, t-shirts and paper towels.

For active orders, returns, exchanges and Lifetime Care, WhatsApp is usually fastest. For general questions, email online@2nu.vision.

For partnerships, media or event enquiries, email partnership@2nu.vision. For careers or creator opportunities, email hr@2nu.vision.