Customer Service

Frequently Asked Questions

General Questions

Are they UV protected?

Yes! All of our lenses have 100% protection from UVA and UVB rays.

What are UVA and UVB rays?

The sunlight that reaches us is made up of two types of harmful rays: long wave ultraviolet A (UVA) and short wave ultraviolet B (UVB). UVA rays penetrate deep into the dermis, the skin's thickest layer. UVB rays will usually burn the superficial layers of your skin.  It is important that your eyes are protected from these rays. Our sunglasses offer 100% UV protection from both UVA and UVB.

How do I know which size to order?

The majority of our frames will fall into our “Average” size range. For more information about sizing check out our Size and Fit for each collection or try our Virtual Try On.

Where are your frames made?

Our frames are made in Greece.

How can I find out when new products are available?

Sign up here for our newsletter to stay up to date on new products and promotions.  Follow us on instagram and share your story with us @SelfmadeJourney!

The frame I’m looking for is out of stock. When will it be available again?

If an item is out of stock, please sign up for an out-of-stock notification on the product page. Select the size and color and enter your email. We will email you when it is back in stock.

Care & Use

How do I clean my glasses?

Each glasses pair comes with a cleaning cloth to keep the frames clear of particles and a case to store your glasses. Do not leave your glasses in your car, as heat from the car causes the acetate to warp and flex out of alignment. Be sure not to lay your glasses face down on any surfaces or to expose them to rough textures such as sand. Do not use any chemicals on your lenses as they may strip away their coating. Use light mineral oil on metal frames to give them additional shine. When glasses are not worn, they should be kept in the case for protection.

What do I do if I need a repair?

Please e-mail support@selfmade.by with the subject line “Warranty Service Request” for instructions and support.

Can I repair out of warranty?

You can repair out of warranty. Contact us at support@selfmade.by for a repair quote.

Orders

How can I track my order?

You will receive a tracking number once your order ships. You can check tracking anytime by logging into your account. You can also email us at support@selfmade.by for any order questions.

How can I change or cancel my order?

We understand mistakes happen. You can modify or cancel your order up to an hour after it was placed. After that time, see our return policy for further instruction.

How can I check my order status?

You can check your order status at anytime by logging into your account. You can also email us at support@selfmade.by for any order questions.

Shipping & Payment Information

Do you offer free shipping?

Yes. We offer free ground shipping on orders and returns to our customers in the continental United States. We do not ship to PO boxes.

When will my order ship?

After your payment is verified, it may take up to 24 hours to process and ship your order. This does not include weekends or holidays. Purchases made after 11 am PT will not be shipped out until the next business day. If you order after 11 am PT on a Friday, your order will likely be shipped out on the following Monday. Business days are Monday-Friday, excluding federal holidays within the United States. View rate/shipping times here.

How long should it take for my glasses to arrive?

Standard shipping to the continental US takes 5-7 business days.  We also offer 2 day shipping.  For International transit times view our transit times here.

Is my payment secure?

Protecting your sensitive data is important to Self Made, and we have taken several steps to ensure all of your data is secure.

Is sales tax added to my order?

All orders to the United States, including territories are subject to local sales tax.

How are taxes calculated?

Sales tax is automatically calculated based on the state or territory.

Returns & Warranty

What is the return/exchange policy?

Returns are free and easy. We will gladly accept all returns for items purchased within 30 days of the date you receive your order. The item(s) must be unused, unworn, and free of damage. All original packaging must be included.  View our full return policy here.

What is the cost to ship a return?

Returns are free and easy. We will provide you with a prepaid shipping label to return your item. View our full return policy here.

Is there a warranty?

Yes.  Self Made warrants the covered product to be free of all defects in material and workmanship for 2 years from date of purchase. This warranty extends to the original buyer and customer must provide proof of purchase. Within the warranty period, Self Made will repair or replace free of charge, any part proving defective in material or workmanship.  
EXCLUSIONS:
1. Only authentic Self Made products will be warranted.
2. Repairs necessitated by use other than normal use, including but not limited to: damage, defect or breakage resulting from misuse, abuse, accidents, alterations, and improper or unreasonable use of the product.
3. Normal wear including lens scratching or accidental frame wreckage.
4. Frames that have been lost or stolen.
Please e-mail support@selfmade.by with the subject line “Warranty Service Request” for instructions and support.

How can I check the status of a return?

Please allow 5-7 business days for processing, once your return has been received - you can track this in your account details.

How can I request warranty support or repair for my frame?

Please e-mail support@selfmade.by with the subject line “Warranty Service Request” for instructions and support.

Still have questions?

Contact us