Customer Care

Once your order is dispatched, we send tracking details by WhatsApp and email. Tracking can take 1–2 business days to become active after courier handoff.

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.

Standard orders are dispatched within 1–2 business days (Monday to Friday). Our daily cut-off time is 09:00 HKT; orders placed after the cut-off, on weekends or on public holidays are processed from the next business day. Prescription sunglasses require an additional 4–6 weeks for production.

Transit time starts after dispatch and is separate from order processing. Malaysia: 3–7 business days after dispatch. For other destinations, see our Shipping Policy. Pre-order dispatch estimates are shown on the relevant product page or order information.

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.

Eligible sunglasses may be returned or exchanged within 14 days of delivery, provided they are undamaged, unworn beyond normal try-on, and returned with all tags, accessories and packaging intact. Normal try-on is allowed; wearing them for exercise or outdoor activities is not normal try-on.

Prescription products, customised products, TryOn products, Online Outlet items and products marked Final Sale are not eligible for returns, exchanges or refunds. Running Caps are not eligible for returns or refunds. This does not affect any rights under applicable consumer law.

To start a return or exchange, contact Customer Care with your order details.

If your item arrives with a manufacturing defect or delivery damage, notify Customer Care at care@2nu.vision within 24 hours of delivery, with your order details and clear photos of the issue.

We issue approved refunds to the original payment method within 7 business days after receiving and inspecting the returned item. The time it takes for the refund to appear in your account depends on your bank or payment provider; please contact them for the expected posting time.

Lifetime Care offers paid replacement support for eligible 2nu sunglasses affected by ageing, normal wear and tear or damage, including lens and frame damage. Care Fees depend on the market and lens type and include replacement shipping.

Eligible replacements under the Lifetime Care Program are for the same model, frame colour and lens configuration as the original sunglasses purchased. If that item is no longer available, contact Customer Care to discuss alternative arrangements.

There is no limit to the number of eligible Lifetime Care requests, including after a previous replacement. The applicable Care Fee is payable for each replacement.

Our warranty covers manufacturing defects and damage during delivery. Normal wear and tear, ageing and damage from daily use are not covered by this warranty. For these situations, eligible sunglasses can use our paid Lifetime Care Program.

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 sunglasses require an additional 4–6 weeks for production before dispatch. Delivery transit time begins after dispatch.

Contact Customer Care at care@2nu.vision if your order is past the expected production time.

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 care@2nu.vision.

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