Firmoo Avis 

Réponse de Firmoo

5 juil. 2026

Hello Natasha,

Thank you so much for sharing your feedback!

We're delighted to hear that you like your new glasses, that the photochromic lenses are working well, and that your order arrived quickly.

Thank you as well for your comments about the online Try-On feature. We truly appreciate your feedback. Please note that our Virtual Try-On tool is designed to help you visualize how the frame style looks on your face, but it cannot accurately determine the frame size or fit. You can learn more about how the feature works here:
https://www.firmoo.ie/help-p-112.shtml

If you feel the frame size isn't quite right, don't worry—we offer a 60-day Return & Exchange policy. You can find the step-by-step guide here:
https://www.firmoo.ie/help-p-73.shtml

If you need any assistance selecting a better-fitting frame or with your return/exchange request, please don't hesitate to contact our customer support team via our 24/7 Live Chat or by email at service@firmoo.ie. We'll be more than happy to help.

Thank you again for choosing Firmoo. We look forward to serving you again soon!

Kind regards,

Firmoo Customer Support Team

Réponse de Firmoo

25 juin 2026

Hello Terrie,

Thank you for sharing your feedback. We're sorry to hear that you were disappointed with the thickness of your lenses.

For stronger prescriptions, lower-index lenses will naturally result in thicker and heavier lenses. However, the final thickness of the lenses is also influenced by several factors, including the frame size (lens width and height), frame material, and your pupillary distance (PD). Larger frames generally require thicker lens edges, while thin metal frames can make the lens thickness appear more noticeable. Additionally, if the frame is not the most suitable choice for your PD, the lenses may not appear as thin or aesthetically pleasing as expected. Choosing a lens index that is appropriate for your prescription can significantly improve not only the appearance and thickness of the lenses but also overall wearing comfort.

We want you to be satisfied with your purchase. That's why we offer our 60-Day Exchange & Return Policy, allowing unsatisfactory glasses to be exchanged or refunded within 60 days of receipt.

Please expect a follow-up from our support team via email within 24–48 hours. We will carefully review the details of your case and work with you to find the most appropriate solution. If you have any additional information you'd like to share, you may also contact us through our 24/7 Live Chat or by email at:service@firmoo.ie

We appreciate your patience and the opportunity to look into this matter further.

Kind regards,
Firmoo Customer Support Team