Lenskart Customer Care: An Expert, Step-by-Step Guide to Getting Fast Resolution

How to reach Lenskart support without delays

Lenskart’s fastest customer care channel is the in-app Help & Support section, where chat and ticketing are prioritized by order ID. If you have the Lenskart app (Android and iOS), open Profile → Help & Support → Select Order/Issue → Start Chat. Typical first responses arrive within minutes during the day, and most cases get routed to the right team immediately.

On desktop or mobile web, sign in at https://www.lenskart.com and use My Account → Orders → Need Help to open a case tied to that purchase. For general FAQs, use the Help/Support section linked in the footer. If you prefer in-person assistance, you can also get service in-store; use the Store Locator on the site/app, filtered by city and pin code. As of 2024, Lenskart operates 2,000+ stores across India and select international markets, so you’ll usually find a location within 5–10 km in major cities.

For authenticity and security, initiate service only through official Lenskart channels (app or website). Be cautious with mobile numbers found on third-party sites or online forums; scammers often impersonate support staff. When in doubt, navigate from the official domain: https://www.lenskart.com.

When to use chat vs. store visits

Use in-app/web chat for digital issues (refunds, delivery status, power recheck requests, invoice reprints, or address changes). Choose a store visit for physical fixes—frame adjustments, nose pad/screw replacements, or on-the-spot vision rechecks. Stores can often resolve fitting issues in under 10 minutes, while logistics-related requests are best handled online.

If your order was placed online but you want to show fit/vision issues in person, bring the glasses and the original order details. The store can add internal notes and, if needed, guide you to open a ticket so both teams stay aligned.

What to keep ready before you contact support

Having the right details at hand speeds up resolution by hours or even days. Most service delays occur because the agent must re-collect key data (order number, prescription specifics, or photos). Prepare the following before you call, chat, or visit:

• Order details: Order ID, purchase date, and item codes if available. Add-on services (e.g., blue-cut, anti-glare, transitions) should be explicitly mentioned.
• Prescription data: Latest SPH/CYL/AXIS, ADD (if progressive), Pupillary Distance (PD), and whether it’s single-vision, bifocal, or progressive. If you tested in-store, share the store name and test date.
• Fit/vision concerns: Describe specific symptoms (e.g., “left eye blur at near distance,” “temple pressure after 30 minutes”), the distance where it occurs (40 cm for near, ~3 m for distance), and any prior adjustments.
• Photos/videos: Clear images of the product from front and sides, engraved model number on the temple, any defects, packaging labels, and a short clip showing lens reflections or frame misalignment if relevant.
• Payment proof: Last 4 digits of the card/UPI ID, transaction reference, and date/time of payment. For refunds, note the destination account/card.

If your request is about delayed delivery, note your pin code and the promised delivery window shown at checkout. For power rechecks or remakes, keep your original prescription and any new test results ready to compare and justify the change request.

Common requests and realistic timelines

Order status and delivery: Most orders ship within 24–72 hours, with delivery to metros typically in 2–4 business days and to non-metros in 3–7 business days, depending on lens complexity (progressives or high-index lenses may add 1–2 days). If your tracking shows no movement for 48 hours, open a support ticket so logistics can intervene.

Returns and exchanges: For most eyewear categories, customers commonly receive a 14-day window from delivery for returns or exchanges, provided the product is in resalable condition with all accessories. Prescription lenses are often non-returnable if used, but remakes are generally supported when there is a verified power or fitting issue. Always check the product page and your invoice for category-specific rules.

Refunds: Once a return is picked up and quality-checked, refunds to the original payment method typically show up in 5–7 business days for cards/UPI and up to 7–10 business days for some wallets/banks. If you used store credit, those usually reflect within 24–48 hours post-approval.

Power remakes and adjustments

For vision discomfort, Lenskart often recommends an eye recheck—either in-store or with home eye test services (fees vary by city; commonly Rs 99–200). If a remake is approved due to optical reasons, lenses are remade under your ticket, and you’ll receive a new timeline similar to your original lens type (single-vision is faster; progressives need more time).

For frame fit issues (slipping, nose bridge discomfort, temple tightness), in-store adjustments are quick and typically free for purchases made at Lenskart. Bring your invoice or app order page for verification.

In-store vs. online service: what each can and cannot do

Stores excel at tactile, immediate fixes—alignment, nose pad changes, screw replacements, and quick cleaning or anti-fog checks. They can also re-measure PD, segment height for progressives, and verify lens centration. If a remake is advised, the store associates can log precise optical notes into your case so the lab gets accurate specifications.

Online support has better visibility into warehouse/logistics, coupons, invoice corrections, address changes after order placement, and payment escalations. If you are stuck between the two, open an online ticket before or right after visiting the store so both teams work off the same case ID.

For store discovery, use the Store Locator on the app/website and filter by service (eye test, adjustments, kids’ eyewear). Many high-traffic stores operate extended hours on weekends; check timings in the locator to avoid queues.

Warranty, repairs, and after-sales care

Most Lenskart frames carry a manufacturer warranty against manufacturing defects—commonly 6–12 months depending on brand and material. Lens coatings (anti-reflective, blue-cut, photochromic) typically come with limited warranty on peeling or coating defects but not on scratches from wear-and-tear. Keep your invoice and warranty card; they’re required to validate claims.

Minor repairs like screw tightening or nose pad swaps are often handled in-store quickly; some parts may be complimentary if the product is within warranty and purchased from Lenskart. For out-of-warranty or third-party damage, the store can advise on paid repairs or cost-effective replacement options, especially if the hinge or rim is compromised beyond safe repair.

• Usually covered: manufacturing defects (e.g., hinge misalignment not caused by impact), coating delamination, lens warping from lab errors, premature temple spring failure.
• Usually not covered: accidental damage, deep scratches, heat damage (car dashboards, steam), chemical damage (alcohol/acetone), normal wear-and-tear, fit changes due to user bending.

Escalations, consumer protection, and safety

If a ticket remains unresolved beyond the promised SLA (often 48–72 hours for first-level resolution), reply to the same ticket requesting an escalation. Keep communications in one thread so the audit trail is preserved. If the issue is payment-related and exceeds 7–10 business days after refund approval, ask for the ARN/RRN (bank reference) to follow up with your bank.

For persistent disputes, use the National Consumer Helpline (India) at 1915 or https://consumerhelpline.gov.in to log a grievance with your case history, order ID, and communications. This often accelerates outcomes for complex cases.

Security best practices: Lenskart support will never ask for your UPI PIN, full card number, CVV, or OTP. Do not install remote-access apps at anyone’s request. Always navigate from the official site (https://www.lenskart.com) or the verified mobile app. If you encounter a suspicious “support” number online, cross-check via the app’s Help & Support before engaging.

Final tips from an optics and support perspective

Document everything: take photos on day one, store your prescription and PD, and note any discomfort with time stamps (e.g., headaches after 30 minutes at laptop distance). The more specific your inputs, the faster an optician can pinpoint the root cause and authorize a remake if needed.

Choose the right channel for the job: chat for logistics/payments, store for optical/fit, and keep a single ticket open per issue to avoid fragmentation. With good documentation and the right channel, most Lenskart customer care cases resolve smoothly within standard SLAs.

Can I get a refund from Lenskart?

We offer a 30-day, no-questions-asked return or exchange policy from the date of delivery /collection from our stores on all progressive and bifocal eyeglasses. Non-Lenskart brands like Fossil, Le Petit Lunetier, etc., purchased online or offline, are not eligible for return or exchange.

Is Lenskart 3 days or free?

3 or Free is a promise that we will deliver your order within 3 working days (excluding Sundays and weekends for orders marked to office addresses).

How can I talk to Lenskart customer care?

Received Incorrect or Damaged goods? If case the box in which the item has arrived has extensive visible damage, you are requested to contact our customer support as soon as possible at 99998-99998.

Will Lenskart fix my glasses for free?

not, we’ll fix it anyway. Get your glasses serviced for free today! What are the different types of services for specs does lenskart offer ? Lenskart’s free services include frame alignment, nosepad replacement and ultrasonic cleaning.