FAQs
How do I create an account on the website?
You can create a new account by clicking the “Login” icon at the top of the page, then selecting “Create New Account”. You will need to enter your email address, phone number, and create a password.
I forgot my password. What should I do?
Click on “Forgot Password” on the login page, and you will receive an email with a link to reset your password and create a new one.
Can I track my order?
Yes, after your order is confirmed, you will receive an SMS with a tracking link, or you can log into your account and check the order status under “My Orders”.
How can I cancel my order before it is processed?
You can cancel your order before processing by contacting customer service. After processing, a small administrative fee may be deducted. After shipping, cancellation is not possible.
Can I modify my order after confirmation?
If the order has not been processed yet, you can contact customer service to modify products or the address. If the order has been processed, we will not be able to make changes.
What if I did not receive the order confirmation message?
Please check your spam folder first, then contact customer service via WhatsApp or phone to confirm that your order has been received.
Are the product images on the website accurate to the actual product?
We strive to make product images very close to the actual product, but colors may vary slightly depending on your screen settings. We recommend reading the product description carefully before purchasing.
How do I know the right frame size for my face shape?
You can check the size guide on each product page. You can also contact customer service to help you choose the right size for your face shape.
Do you sell contact lenses without a medical prescription?
Yes, cosmetic (colored) lenses can be purchased without a prescription, but we recommend consulting an eye doctor before use. Prescription lenses for vision correction require a valid prescription.
How do I know the expiry date of my contact lenses?
The expiry date is printed on the outer packaging of each box of contact lenses. Please check it before use and never use lenses after their expiry date.
Do you sell ready-made prescription glasses or do they need fitting?
We offer both frames only (need lens fitting by an eye doctor) and complete prescription glasses (we fit the lenses according to your prescription before shipping).
What is the difference between daily, monthly, and annual contact lenses?
Daily lenses are used once and thrown away daily, monthly lenses are used for one month with daily cleaning, and annual lenses are used for a full year with regular care.
How long does delivery take to my area?
Greater Cairo takes 2-3 business days, other governorates take 3-5 business days, and prescription contact lenses require an additional 5-7 business days for processing.
How are delivery fees calculated and what are they?
Greater Cairo is 50 EGP, Alexandria and Lower Egypt are 60 EGP, Upper Egypt is 80 EGP, and orders above 2000 EGP qualify for free delivery.
Can I pick up my order from an Adams Optics branch?
Yes, you can select “In-Store Pickup” at checkout. This service is completely free, and you will receive a message when your order is ready within 7 days.
What happens if I am not home at the time of delivery?
The courier will contact you by phone. If you cannot receive the order, a second attempt will be made. After two attempts, the order may be cancelled.
Do you deliver orders outside Egypt?
Currently, we only deliver within Egypt. We do not ship outside Egypt at this time, but we are working on that for the future.
What if I receive a product damaged due to shipping?
Contact us within 24 hours of receipt, sending a photo of the damaged product and the invoice, and we will replace the product immediately at no additional cost.
What payment methods are available on the website?
Cash on Delivery, credit/debit cards (Visa, MasterCard, and Meeza), Fawry, and bank transfer to Adams Optics bank account at Banque Misr.
Is online payment on the website secure and protected from hacking?
Absolutely, all electronic payment transactions are fully encrypted using SSL 256-bit, and we never store any credit card data on our servers at all.
Can I pay with a credit card upon delivery using Cash on Delivery?
Unfortunately no, Cash on Delivery is only available for cash payments. If you prefer to use a card, you can select card payment directly on the website.
What if the amount is deducted from my account but my order is not confirmed?
In the rare case of a technical error, please contact customer service immediately, and we will manually confirm your order or issue a refund within 48 hours.
Are there any additional fees beyond the displayed product price?
Additional fees may include delivery fees based on governorate, a re-delivery fee of 30 EGP, and an administrative fee for cancellation after processing up to 5% of order value.
How long does the refund process take after approval?
The refund process takes 7 to 14 business days depending on the payment method you used and your bank, and we will notify you when it is complete.
How long is the allowed period for returning or exchanging a product?
You have the right to return or exchange a product within 14 days from the date of receipt, provided the product is in its original packaging and has never been used.
Which products cannot be returned for health reasons?
Contact lenses after opening the package, contact lens solution after opening, and frames that have been fitted with prescription lenses according to your measurements cannot be returned.
How does the product return process work step by step?
Contact customer service, send a photo of the product and invoice, after approval pack the product, and we will send a courier to pick it up from your address with no hassle.
What is the warranty period on frames and sunglasses?
Frames and sunglasses have a warranty of one full year against manufacturing defects, prescription lenses have a 6-month warranty against coating peeling, and accessories have a 3-month warranty.
What if I receive a product with an obvious manufacturing defect?
Contact us immediately within 24 hours of receipt, sending a photo of the product and invoice, and we will replace the product immediately at absolutely no additional cost.
Can I return a product if I don’t like it after trying it on?
Yes, you can return a product within 14 days if you don’t like it, provided it is in its original condition and has not been damaged or excessively used.
Do I need to enter my prescription when buying contact lenses?
Yes, for prescription contact lenses (for vision correction) you will need to enter your prescription, but for cosmetic (colored plano) lenses, no prescription is needed.
What data does a complete medical prescription include?
A prescription includes the power (diopter) for each eye, cylinder and axis if you have astigmatism, and base curve and diameter for contact lenses.
Do you contact my doctor to verify the accuracy of the entered prescription?
We may contact your doctor to verify the prescription if we find it necessary, and this procedure is done to protect your eye health and ensure prescription accuracy.
What happens if I accidentally enter the wrong prescription?
You are solely responsible for the accuracy of the prescription you enter, so please review your prescription carefully before confirming your order. Lenses cannot be exchanged after opening.
What is the accepted prescription expiry date at your store?
We do not accept prescriptions older than one year from the date of issue, so please update your prescription with your eye doctor before purchasing from our website.
Can you fit prescription lenses onto frames purchased from elsewhere?
Yes, we can fit prescription lenses onto any frame you provide, whether purchased from our website or anywhere else, taking into account the frame measurements.
What communication channels are available to reach customer service?
You can contact us via WhatsApp, phone, email, or the contact form on the website, and all channels are monitored throughout official working hours.
What are customer service working hours during the week?
We work from Saturday to Thursday from 10 AM to 8 PM, and on Friday we are closed but you can message via WhatsApp and we will respond on Saturday.
How long does it take to respond to my inquiry across different channels?
Order status takes 2 hours, return and exchange takes 24 hours, product complaint takes 24 hours, product inquiry takes 12 hours, and payment issue takes 4 hours.
What if I am not satisfied with the customer service response?
You can request to speak with the Customer Service Manager via email, writing “For Manager” in the subject line, and you will receive a response within 24 hours.
Can you help me choose the right product for my needs?
Absolutely, our customer service team has full knowledge of the products and can help you choose the right size, color, and type via WhatsApp or phone.
What if my issue is urgent and outside official working hours?
You can leave a message on WhatsApp and we will respond as soon as work starts the next day, or send an email and we will respond within 24 hours.
How can I get a first order discount on the website?
When you create a new account for the first time, you will receive a message with a 10% discount code for your first order, and the code is valid for 30 days from registration date.
Can I use more than one discount coupon in a single purchase?
No, only one discount coupon can be used per order, and no additional discounts or other coupons will ever be applied to the same order.
Are prescription lenses with custom prescriptions included in discounts?
Custom prescription lenses may be excluded from some discounts because they are custom-made, so please read the offer terms before using any discount coupon.
What happens if I return a product purchased using a discount coupon?
Only the amount you actually paid will be refunded, not the original product price before the discount, and the discount coupon will expire after use and cannot be returned.
Do you offer a loyalty program or points for repeat purchases?
Yes, we have a loyalty program that gives you points for every purchase, and you can redeem these points later for discounts on your future purchases from the website.
How can I find out about new offers and discounts as soon as they are available?
You can subscribe to our newsletter through our website or follow our social media pages, and you will receive exclusive offers as soon as they are available.
Is my personal data secure and protected on your website servers?
Yes, we use the latest encryption technologies to protect your data, and we do not share your data with any third party except for order delivery or payment processing purposes.
Do you share my data with external marketing or advertising parties?
No, we never sell or rent your data to any marketing parties at all, and we will only send you our own offers if you have previously agreed to receive them.
How can I unsubscribe from marketing and promotional emails?
You can unsubscribe by clicking the “unsubscribe” link at the bottom of every marketing email we send you, or by contacting customer service to request it.
How can I request deletion of my account and all my data from the website?
You can request deletion of your account and all your data by contacting customer service, and we will delete everything within 30 days of the request in accordance with Egyptian laws.
Do you use cookies and what do you do with them?
Yes, we use cookies to remember your shopping cart contents and preferences, and you can disable them in your browser settings but website performance may be affected.
What if I discover that my data has been hacked or used without my permission?
Contact us immediately on the privacy-specific email address, and we will take all necessary actions to protect your account and data in coordination with relevant authorities.
Do you have physical branches or only an online store for selling?
We have physical branches in several governorates in addition to our online store, and you can choose pickup from the nearest branch at checkout or visit any branch to try products.
Can I try on glasses before purchasing to make sure they suit me?
At our physical branches you can try on glasses before purchasing, and for online orders you can use the 14-day exchange and return policy if they do not suit you.
What if I receive a product completely different from what I ordered on the website?
Please contact customer service immediately within 24 hours of receipt, sending a photo of the product you received and the invoice, and we will correct the error immediately at no cost.
Do you offer prescription lens fitting services for frames purchased from your store?
Yes, if you purchase a frame from our website, you can add prescription lenses according to your prescription, and we will fit them for you before shipping at no additional charge.
Can I buy a product as a gift for someone else and send it to a different address?
Absolutely, you can enter the recipient’s shipping address during checkout, and you can also request a personalized gift card by contacting customer service.
What if the product I want is currently out of stock?
You can click the “Notify Me When Available” button on the product page, and you will receive a message as soon as the product is back in stock, or contact customer service to ask about the estimated availability date.