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Contact Customer Care
Contact is handled through Customer Care so order questions, returns, care claims and product support reach the right place first. For active orders, WhatsApp is usually fastest.
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If you arrived here from Contact, this is intentional: Customer Care is the main support destination for order help, returns, TryOn questions, prescription orders and product care.
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Clear answers before you write in.
我可以在哪裏找到追蹤號碼？
訂單出貨後，我們會透過 WhatsApp 及電郵發送追蹤資料。交予速遞後，追蹤資料可能需要 1–2 個工作天才會生效。
What payment methods do you accept?
We accept Mastercard, Visa, Amex, PayPal, Shop Pay, Apple Pay and Google Pay.
Can I change an order after payment?
如果買錯款式，或者需要更新資料，請喺付款後 2 小時內聯絡客戶支援。
開啟客服對話，提供訂單編號同需要更改嘅資料。我哋會喺訂單進入處理流程前盡量協助。
How do I cancel my order?
如需取消訂單，請喺付款後 2 小時內開啟客服對話並提供訂單編號。
如果訂單已經出貨，就無法取消。符合條件嘅產品仍然可以申請退貨或換貨。
幾耐會出貨及送達？
一般訂單於 1–2 個工作天（星期一至星期五）內出貨。每日截單時間為香港時間上午 9 時；截單後、週末或公眾假期下單，會由下一個工作天開始處理。度數太陽眼鏡需額外 4–6 星期製作。
運送時間由出貨後開始計算，不包括訂單處理時間。馬來西亞：出貨後 3–7 個工作天。其他地區請參閱運送政策。預購貨品的出貨預計時間以相關產品頁面或訂單資料為準。
How do I track my order?
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.
可以退貨或換貨嗎？
符合條件的太陽眼鏡可於收貨後 14 日內退貨或換貨，前提是產品無損壞、除正常試戴外未經使用，並連同完整吊牌、配件及包裝退回。容許正常試戴，但佩戴眼鏡做運動或戶外活動並不屬於正常試戴。
度數產品、訂製產品、TryOn 產品、Online Outlet 貨品及標示為 Final Sale 的產品不設退貨、換貨或退款。Running Cap 跑步帽不設退貨或退款。此安排不影響適用消費者法律下的權利。
如需申請退貨或換貨，請聯絡 Customer Care 並提供訂單資料。
如貨品到貨時有製造缺陷或運送損壞，請於收貨後 24 小時內電郵 care@2nu.vision 通知 Customer Care，並提供訂單資料及問題位置的清楚相片。
何時會收到退款？
我們會在收到及檢查退回貨品後 7 個工作天內，將獲批退款退回原付款方式。實際到帳時間視乎銀行或付款服務供應商而定；請向相關機構查詢預計到帳時間。
Lifetime Care Program 包括甚麼？
Lifetime Care 為出現老化、正常損耗或損壞（包括鏡片及鏡框損壞）的合資格 2nu 太陽眼鏡提供付費更換支援。Care Fee 按市場及鏡片類型計算，並包括更換眼鏡的運費。
Lifetime Care Program 會以與原購買眼鏡相同的型號、鏡框顏色及鏡片配置作更換。如該貨品已無貨，請聯絡 Customer Care 商討其他安排。
Lifetime Care 申請次數不限，更換後亦可再次申請；每次符合條件的更換均須支付適用的 Care Fee。
我們的保養涵蓋製造缺陷及運送期間造成的損壞。正常損耗、老化及日常使用造成的損壞不屬於此保養範圍；符合條件的太陽眼鏡可透過付費 Lifetime Care Program 申請更換。
How do I start a Lifetime Care request?
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.
度數眼鏡訂單需要多久？
度數太陽眼鏡在出貨前需額外 4–6 星期製作。運送時間由出貨後開始計算。
如訂單已超出預計製作時間，請電郵 care@2nu.vision 聯絡 Customer Care。
Can I return or exchange prescription items?
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.
Do prescription sunglasses float?
Prescription lenses significantly affect floating performance. Prescription sunglasses should not be expected to float on seawater.
What is TryOn for?
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.
Are TryOn sunglasses the same as regular sunglasses?
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.
Is TryOn refundable?
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.
Do you have physical stores?
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.
How should I take care of my sunglasses?
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.
如何聯絡 Customer Care？
訂單、尺碼、退換貨或 Lifetime Care 問題，都可以開啟客服對話查詢。
合作、媒體或活動查詢，請電郵 partnership@2nu.vision。職位或創作者機會，請電郵 hr@2nu.vision。
你亦可電郵 care@2nu.vision 聯絡 Customer Care。
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