Frequently Asked Questions
HOW DO I MAKE A CLAIM?
Email krewe@KREWE.com with an image of the damaged item and your shipping address. Our team will get back to you within 1 business day.
WHAT IS SECOND CHANCES?
Our warranty promise is twofold: The Second Chances program has your back. Should breakage or damage occur to your full-price frames, we provide a brand new, complimentary replacement.
The Lifetime Warranty program kicks in when anything happens to your replacement frames, or if you purchased at a discount less than 40%. You're eligible to receive a new pair for a standard fee.
Purchased full-priced KREWE readers, vanity, or blue light lenses? We’ve got you. These also qualify individually for the above programs.
Loss and theft are not covered by this program.
If your frames were purchased at a discount of 40% or more, or at a KREWE Sample Sale, they are not covered by Second Chances. We are happy to assess the damage to your frames to see if we can offer a minor repair. Send a photo of your frames to krewe@KREWE.com and our team will help you out.
WHAT ARE THE PROGRAM QUALIFICATIONS?
Second Chances (Complimentary replacement):
- Any pair of full-price frames purchased from KREWE or an authorized retailer with proof of purchase qualifies for a one-time free replacement.
- A fee of $14.99 for shipping and handling applies for all domestic free replacements through KREWE HQ. There are no shipping/handling fees for in-store replacements. International shipping will be quoted on a case-by-case basis.
Lifetime Warranty (paid replacement):
- Purchased at a discount of less than 40%? Your frames do not qualify for our free replacement program. However, you’re still eligible to receive a new pair for a standard fee under our Lifetime Warranty program.
- Used your complimentary replacement? No worries, our lifetime warranty has your back: you’re eligible to replace your frames for a standard fee.
WHAT IF I GOT MY FRAMES AS A GIFT?
If your frame was purchased directly through KREWE, please contact krewe@KREWE.com with the name and email of the person who gifted the item and we’ll happily get your order information ASAP.
If the frame was purchased through an authorized retailer, you’ll still need to track down the receipt or credit card statement so you can register your frame or make a claim.
DOES THIS COVER LOST OR STOLEN FRAMES?
Unfortunately, we cannot replace lost or stolen frames.
HOW DO I REGISTER?
All purchases made directly through a KREWE store or KREWE.com, are automatically registered. If you purchased through a third-party retailer, submit your registration here. Please include a photo of your frames and a copy of your receipt.
HOW LONG DOES IT TAKE TO GET A REPLACEMENT PAIR?
- Online replacements: Processing through KREWE HQ may take up to 2 weeks. Once processed, all domestic orders will ship via Fed-Ex ground, which may take up to 7 business days.
- In-store replacements: If you are near a KREWE store, our in-person teams are happy to provide same-day assistance with your warranty replacement.
HOW CAN I BECOME A KREWE AUTHORIZED RETAILER?
If you are interested in carrying KREWE frames at your store, please email our Wholesale team at sales@KREWE.com or give them a call at 504-684-2859, and someone will be in touch within 2 business days if it seems like a good fit!
ONCE I HAVE PLACED MY ORDER, CAN I CHANGE MY ADDRESS OR EDIT MY ORDER?
We move pretty quickly, which means as soon as you place your order we’ve started processing. We’ll do everything we can to accommodate your request but it is not guaranteed.
Edits can be submitted via text to 504-273-0141 within 30 minutes of placing your order using the following format: “Order Edit: [include order number], [provide your email address], [your order edit request].” Any request made outside the 30-minute window will be handled on a case-by-case basis.
CAN I CHANGE MY SHIPPING ADDRESS ONCE MY ORDER HAS SHIPPED?
In the event an incorrect shipping address is entered at checkout, please notify us by text 504-273-0141 or by phone 504-684-2939 as soon as possible. The option to reroute is dependent on carrier options and is not guaranteed. A reroute fee of $25.00 will be collected per address change. Please note if the reroute is successful it will delay the expected delivery date.
CAN I SHIP TO A HOTEL OR ANOTHER TEMPORARY LOCATION?
You may ship to a hotel or a temporary location; however, we encourage you to use your primary home or work address. KREWE does not offer package reships, rerouting, pick-ups, or refunds on items that have been shipped to hotels or other temporary locations. Please make sure that you will be at your hotel at the time of delivery to ensure that your product is received.
WHAT HAPPENS IF MY PACKAGE DOESN'T ARRIVE?
KREWE is not responsible for lost or stolen packages after proof of delivery is obtained. Please note some carriers may mark packages as delivered up to 5 business days before receipt.
HOW DOES PRE-ORDER WORK?
All shipments that include pre-ordered items will ship in full. We can’t accommodate partial shipments at this time, so if you wish to get your in-stock frames ASAP, please place separate orders.
Pre-order ship dates are estimates. KREWE makes every effort to get you your frames as soon as possible, however, there may be circumstances out of our control. Should your shipment date change, you will be notified via email.
WHAT IF I RECEIVE AN INCORRECT OR DAMAGED ITEM?
If you have received an incorrect or damaged item, please contact krewe@KREWE.com with a photo of the damage or incorrect frame as well as your order number. We will be sure to rectify the situation as soon as possible.
WHERE ARE THEY MADE?
With our increased demand over the years, we’ve made many wonderful partnerships and networks around the globe. All of our frames are designed in our New Orleans HQ. Our product development team then sources materials throughout Europe and Asia, with final hand assembly performed at family-owned factories in Asia. Once they arrive back in Louisiana, our team carefully finishes detailing and inspects each frame before sending them out to the customer.
Lenses + Fit
CAN I HAVE MY FRAMES OR LENSES CUSTOMIZED?
Each KREWE frame is thoughtfully designed, with some styles handcrafted in special, limited production runs. While our frames cannot be customized, we can definitely help with custom lenses. Visit your local KREWE store or reach out to us at krewe@KREWE.com to get started. Custom lenses are cut specifically for you and therefore are final sale. Please note, frames listed as Nylon cannot be filled with custom lenses.
I HAVE A PRESCRIPTION FROM MY DOCTOR. CAN I HAVE MY LENSES FILLED?
All of our optical frames and most of our sun frames are prescription ready. Be sure to look for “Prescription Ready” in the Lens Details drop down of the product page.
To get your RX filled, contact your local KREWE store for more information or head to a KREWE Retailer. We are currently unable to fulfill your lens prescription online.
WHAT EXACTLY DO BLUE LIGHT LENSES BLOCK?
Overexposure to blue light wavelengths from screens throughout the day can lead to symptoms such as eye fatigue, strained or blurry vision, headaches, and sleep cycle disruption. We took our premium, scratch-resistant CR39 lenses & equipped them with anti-reflective and special coatings to filter out harmful blue light and UV light without distorting your screen or altering your clarity of vision. For optimal results, we suggest wearing your blue light filtering glasses during all screen-watching activities.
I’M NOT SURE WHICH FRAMES WILL COMPLEMENT MY FACE SHAPE. CAN I TALK TO A STYLIST?
We'd love to help! Check out our Fit Guide. If you still have questions, our KREWE team is ready to help you out. Send us a text at 504-273-0141, or email us. Please let us know if there is anything in particular you are looking for in your eyewear such as optical, sun, polarization or lifestyle activities that may help us find the perfect frame for you.
HOW DO I PAY?
We accept all major credit and debit cards, Paypal, Apple Pay, AfterPay and Shop Pay. We also accept HSA and FSA cards as a form of payment.
HOW DOES AFTERPAY WORK?
AfterPay allows you to purchase the frames of your dreams with the option of breaking down the payments into 4 easy installments. Simply add your favorite frames to cart and select AfterPay at checkout.
HOW DOES SHOP PAY WORK?
When checking out with Shop Pay, you have the option to pay now or later. Paying in installments on Shop Pay allows you to split your purchase amount into 4 equal, biweekly installment payments on a debit or credit card. In some instances, your first payment is due when you make your purchase; otherwise, your first payment is due 2 weeks after your purchase.
WHAT IF I MAKE A RETURN ON A PURCHASE MADE THROUGH AFTERPAY OR SHOP PAY?
If we process a refund, the refunded amount will be returned to your original payment method within 3-10 business days, and your balance will be updated.
If your refund is less than your total purchase balance, you can expect fewer payments, a smaller final payment, or both.
If your refund is more than your purchase balance, the difference will be returned to your original payment method within 3-10 business days.
For more information, please contact AfterPay or Shop Pay directly.