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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.
我可以在哪裡找到追蹤號碼？
訂單出貨後，我們會透過 WhatsApp 及電子郵件提供追蹤資訊。交付物流後，追蹤資訊可能需要 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，或需要更新資料，請在付款後 2 小時內聯絡客戶支援。
開啟客服對話，提供訂單編號與需要變更的資料。我們會在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，請在付款後 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。符合條件的產品仍然可以申請退貨或換貨。
何時出貨及送達？
一般訂單於 1–2 個工作天（週一至週五）內出貨。每日截單時間為香港時間上午 9:00；截單後、週末或國定假日成立的訂單，自下一個工作天開始處理。處方太陽眼鏡需額外 4–6 週製作。
配送時間自出貨後開始計算，不包含訂單處理時間。馬來西亞：出貨後 3–7 個工作天。其他地區請參閱運送政策。預購商品的預估出貨時間以相關商品頁面或訂單資訊為準。
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？
符合資格的太陽眼鏡可於收貨後 14 日內退貨或換貨，商品須無損壞、除正常試戴外未經使用，並連同完整吊牌、配件及包裝退回。可正常試戴，但佩戴眼鏡進行運動或戶外活動不屬於正常試戴。
處方產品、客製化產品、TryOn 產品、Online Outlet 商品及標示為 Final Sale 的產品不接受退貨、換貨或退款。Running Cap 跑步帽不接受退貨或退款。此安排不影響適用消費者法律所保障的權利。
如需申請退貨或換貨，請聯絡 Customer Care 並提供訂單資訊。
如商品送達時有製造瑕疵或運送損壞，請於收貨後 24 小時內寄送電子郵件至 care@2nu.vision 通知 Customer Care，並提供訂單資訊及問題部位的清楚照片。
何時會收到退款？
我們會在收到並檢查退回商品後 7 個工作天內，將核准退款退回原付款方式。實際入帳時間依銀行或付款服務供應商而定；請向相關機構查詢預計入帳時間。
Lifetime Care Program 涵蓋哪些情況？
Lifetime Care 為因老化、正常耗損或損壞（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 依市場及鏡片類型計算，並包含更換眼鏡的運費。
Lifetime Care Program 將提供與原購買眼鏡相同型號、鏡框顏色及鏡片配置的更換眼鏡。如該商品已無庫存，請聯絡 Customer Care 討論其他安排。
Lifetime Care 申請次數不限，更換後也可再次申請；每次符合資格的更換均須支付適用的 Care Fee。
我們的保固涵蓋製造瑕疵及運送過程中造成的損壞。正常耗損、老化及日常使用造成的損壞不在此保固範圍內；符合資格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.
處方眼鏡訂單需要多久？
處方太陽眼鏡出貨前需額外 4–6 週製作。配送時間自出貨後開始計算。
如訂單已超過預估製作時間，請寄送電子郵件至 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、尺寸、退換貨或 Lifetime Care 問題，都可以開啟客服對話詢問。
合作、媒體或活動詢問，請寄信到 partnership@2nu.vision。職位或創作者機會，請寄信到 hr@2nu.vision。
你也可以寄送電子郵件至 care@2nu.vision 聯絡 Customer Care。
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