Frequently Asked Questions (FAQ)

Frequently Asked Questions (FAQ) – Focalis

🛒 Orders & Shipping

1. How do I place an order?

Browse our collections, select the product and any available options, then click Add to Cart. When you're ready, go to your cart and click Checkout. Follow the steps to enter your shipping address and payment details. You'll receive a confirmation email right after your order is placed.

2. How long does order processing take?

Orders are typically processed within 1–3 business days after payment confirmation. Processing does not include weekends or public holidays. During peak seasons, processing may take up to 5 business days.

3. How long does delivery take?

Delivery times after processing:

  • Standard Shipping: 7–15 business days
  • Express Shipping: 3–7 business days

These are estimates and may vary depending on your location, customs clearance, and carrier performance.

4. Do you ship internationally?

Yes — we ship to most countries worldwide. International delivery times vary by destination. Please note that customs duties, import taxes, or fees may apply and are the customer's responsibility. Check your country's import regulations before ordering if you're unsure.

5. How can I track my order?

Once your order ships, you'll receive a tracking number by email. You can also use our Track Order page. If you don't see tracking details within 5 business days of your order confirmation, contact us at support@focalisshop.com.

6. Can I change my shipping address after ordering?

If your order hasn't shipped yet, contact us immediately at support@focalisshop.com and we'll do our best to update the address. Once the order is dispatched, we may not be able to make changes — in that case, please contact the carrier directly.

7. Can I cancel my order?

Cancellations are accepted if requested before the order is processed or shipped. Contact us as soon as possible. Once the order ships, cancellation is no longer possible, but you can return it after delivery under our Returns & Exchanges Policy.

👓 Our Products

8. What are multifocal glasses?

Multifocal glasses have lenses with multiple focal zones — typically for near, intermediate, and distance vision — allowing you to see clearly at different distances without switching between glasses. They are ideal for people with presbyopia (age-related difficulty reading up close) who also need correction for distance vision.

9. How do Focalis multifocal glasses work?

Our multifocal lenses use optical zones that gradually shift focus from the top (distance) to the bottom (reading/near) of the lens. The transition between zones is seamless and natural. Simply look through the appropriate part of the lens for the distance you need: up for far, down for near, and middle for intermediate (like a computer screen).

10. Are the multifocal glasses a replacement for prescription glasses?

Our multifocal glasses are non-prescription reading enhancement glasses designed to help with presbyopia (difficulty reading small print). They are not a substitute for prescribed corrective lenses. If you have a specific vision condition diagnosed by an eye care professional, please consult your optometrist before use.

11. What are blue light blocking glasses?

Blue light glasses have lenses with a special filter that reduces exposure to high-energy visible (HEV) blue light emitted by digital screens (phones, computers, tablets, TVs). Many users report reduced eye strain, less headaches, and improved sleep quality when using them during prolonged screen time.

12. What are 2-in-1 clip-on glasses?

Our 2-in-1 glasses come with a magnetic clip-on sunglass lens that attaches directly to the front of the frame. This lets you instantly convert your regular glasses into sunglasses — no need to carry two separate pairs. Simply flip or click the clip-on on and off as needed.

13. Are your glasses suitable for children?

Our Kids' Glasses collection is specifically designed for children, with child-friendly frame sizes, flexible materials, and blue light protection suited for screen use at school and home. Products in our adult collections are designed for adults and may not fit children properly.

14. What materials are the frames made of?

Frame materials vary by model and are described on each product page. Common materials in our collection include TR90 (lightweight and flexible), acetate, and metal alloys. If you have a specific allergy or sensitivity (e.g., nickel), please check the product description or contact us before purchasing.

💳 Payments

15. What payment methods do you accept?

We accept:

  • Credit & debit cards: Visa, Mastercard, American Express, Discover, Diners Club
  • Digital wallets: Apple Pay, Google Pay, Shop Pay
  • Other methods shown at checkout based on your location

All transactions are secured by SSL encryption and processed via Shopify Payments.

16. Is my payment information secure?

Yes. We do not store your card details on our servers. All payment data is processed by Shopify Payments (PCI DSS Level 1 compliant), the most secure payment standard in the industry. Your information is encrypted end-to-end.

17. Why was my card declined?

A card may be declined due to:

  • Incorrect billing details or card number
  • Insufficient funds or credit limit reached
  • Your bank requiring additional authorization (common for international purchases)
  • Fraud prevention filters

Try re-entering your details or using a different payment method. If the problem persists, contact your card issuer directly.

18. I have a dispute or issue with a charge — what should I do?

If you have any concern about a charge on your account, please contact us first at support@focalisshop.com. We resolve the vast majority of payment issues quickly and directly. Opening a chargeback with your bank without contacting us first may delay resolution and can result in restrictions on your account with our store. We're here to help — just reach out.

🔄 Returns & Refunds

19. What is your return policy?

We accept returns on eligible items within 30 days of delivery, provided the item is unused, unwashed, and in its original condition with all tags and packaging intact. See our full Returns & Exchanges Policy for details.

20. How do I start a return or exchange?

Email support@focalisshop.com with your order number and the reason for your request. Our team will respond within 2 business days with instructions. Do not send items back without prior authorization.

21. How long does a refund take?

Once your return is received and approved, refunds are processed within 5–10 business days. The exact time depends on your bank or payment provider. You'll receive a confirmation email as soon as the refund is issued from our side.

22. Are shipping costs refunded?

Original shipping costs are non-refundable unless the return is due to our error (wrong item, defective product). For change-of-mind returns, return shipping is at the customer's expense.

🔒 Privacy & Account

23. How do you protect my personal information?

We take data privacy seriously. Your personal information is used only for order fulfillment, customer service, and (if you opt in) marketing. We do not sell your data to third parties. For full details, see our Privacy Policy. We comply with LGPD (Brazilian data protection law) and GDPR where applicable.

24. How can I unsubscribe from marketing emails?

Click the Unsubscribe link at the bottom of any marketing email, or contact us at support@focalisshop.com and we'll remove you from our list immediately.

📬 Still have questions?

Our customer support team is ready to help:

  • 📧 Email: support@focalisshop.com
  • 🕐 Hours: Monday–Friday 9:00 AM – 6:00 PM | Saturday 9:00 AM – 5:00 PM (BRT)

Focalis is operated by Eprice Company Ltda — CNPJ 46.257.488/0001-38 — R. Mistral, 332, Edif The Point 209A EMX, Bairro Despraiado, Cuiabá – MT, CEP 78.048-222, Brazil.