Contact 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.

如果买错款式，或需要更新资料，请在付款后 2 小时内联系客户支持。

打开客服对话，提供订单编号与需要更改的资料。我们会在订单进入处理流程前尽量协助。

如需取消订单，请在付款后 2 小时内打开客服对话并提供订单编号。

如果订单已经发货，就无法取消。符合条件的产品仍然可以申请退货或换货。

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.

可以。如果符合条件的太阳眼镜佩戴起来不合适，你可以在 14 天内申请换货或退货，前提是产品未佩戴、无损坏，并连同吊牌与完整包装退回。

度数产品、TryOn 产品、Online Outlet 产品，以及标明 Final Sale 的产品，不适用于退款或换货。

如需开始退货或换货，请打开客服对话并提供订单编号。退回产品收妥并检查后，退款会按原付款方式处理。

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.

订单、尺码、退换货或 Lifetime Care 问题，都可以打开客服对话咨询。

合作、媒体或活动咨询，请发送邮件至 partnership@2nu.vision。职位或创作者机会，请发送邮件至 hr@2nu.vision。