Frequently Asked Questions

Frames and Fit

How do I choose the right frames?

Every Alix Kai style is designed for effortless, all-day comfort. If you’re unsure which shape suits your face, try our Fit Finder! It gives recommendations based on your features, lifestyle, and personal style. Your lowstress, high-confidence starting point.

Do you have a virtual try-on?

Yes! Our Virtual Try-On lets you see each frame on your face instantly. It’s accurate, easy, and helps you shop from anywhere - no pressure, just play around until something feels right.

Lenses and Prescription

What types of lenses are available?

We offer a full range of lenses, including single-vision, progressives, readers, blue-light, light-adaptive, and polarized sun. All lenses include scratch-resistant and UV protective coatings.

Can I upload my current prescription?

Yes. Upload it at checkout, email it to us, or give us permission to contact your eye doctor. Whatever’s easiest for you!

Ordering and Shipping

How long does my order take?

All orders are custom-crafted and typically take 5-7 business days to complete.
We offer expedited options at checkout when available.

Do you ship outside the U.S.?

Currently we do not, but we hope to expand outside the U.S.

Which payment methods do you accept?

We accept all major credit cards, Shop Pay, Affirm, and Afterpay for flexible, interest-free payment options.

Can I change or cancel my order?

If your lenses haven’t gone into production yet, we can adjust or cancel the order. Just email us quickly at customerservice@alixkai.com.

How can I track my order?

We’ll send your tracking information by email the moment your order ships. You can use that link to monitor your delivery status.

Returns and Exchanges

What is your return policy?

We want you to love your frames. If not, you have 30 days to return or exchange your complete pair, including prescription lenses. Shipping is on us, there are no restocking fees, and the process is easy and stress free.

Are prescription lenses refundable?

Yes. You can return your full pair within 30 days for a refund or exchange - no restocking fees.

The Alix Kai Warranty

We stand behind the quality and craftsmanship of every pair of Alix Kai frames.

All Alix Kai eyewear includes a 12-month limited warranty covering manufacturer defects in materials or workmanship from the date of delivery.

This includes:

  • Loose hinges due to manufacturing defect
  • Frame construction issues
  • Defective welds or hardware
  • Unusual peeling or finish issues not caused by wear and tear
  • If your eyewear is determined to have a manufacturer defect within the warranty period, we’ll repair or replace it at no cost.

What’s Not Covered
Our warranty does not cover:

  • Scratched lenses
  • Accidental damage
  • Broken lenses
  • Bent frames from misuse
  • Loss or theft

Damage caused by improper handling, heat exposure, or normal wear over time
Because eyewear is worn daily, small signs of aging and wear are considered part of normal use.

30-Day Lens Scratch Guarantee

We know life happens.
If your prescription lenses scratch within the first 30 days, we’ll replace them one time free of charge.

Alix Kai Protection Plan

For additional peace of mind, we offer an optional Alix Kai Protection Plan at checkout.

Cost:

$25 per pair
OR
$40 for two pairs

Coverage Includes:

  • One-time accidental damage replacement
  • Broken frames
  • Cracked lenses
  • Major accidental damage from drops or impact
  • If approved, we’ll replace your eyewear for a reduced replacement fee.

Replacement Fee:

  • All RX Single Vision and Frames - $50
  • All RX Progressive Lens and Frames - $75
  • Coverage lasts for 12 months from the date of purchase.

Replacement Program

Outside of warranty coverage, we offer discounted replacement pricing to help keep your favorite frames in rotation.
Our customer care team is always happy to help find the best solution.

Virtual Try On & Technology

How accurate is the virtual try-on?

Very. Our tool uses face-mapping to get the fit and proportions right so what you see is extremely close to how the frames look in real life.

Do I need to download an app?

No apps needed—it works from your phone or desktop browser.

Care and Maintenance

How do I care for my glasses?

Use your Alix Kai microfiber cloth and a gentle lens-safe cleaner. Avoid paper towels or alcohol wipes - they can damage your lens coatings.

What if my glasses need adjusting?

Any local optical shop can help tighten or adjust your frames. If anything feels off, reach out—we’ll guide you through solutions.