FAQS

 Tel: (0034) 676 909 117
E-Mail: hola@doctorkokoro.com

 C/Manuel Pombo Angulo 18, 1º3. 28050 Madrid SPAIN

 Free Worldwide
Shipping

 Support forum provide
for over 24h, every day.

ALL THE NECESSARY INFORMATION

Do you have any questions?

Unfortunately I’m unsure what suits me, how can I get some assistance?

You have size information and pictures on people on every model page, but if still you are unsure what model you should order or need support choosing a frame, please send us an email to hola@doctorkokoro.com and our team will be happy to assist.

Why am I unable to add products to the shopping basket?

There are several different reasons why you may not be able to add products to the shopping basket. Our E-Shop is currently available in some countries. Other countries will follow in future. If a pair of sunglasses is currently not in stock it can unfortunately not be pre-ordered. There is a possibility to send us a delivery request and we will let you know when the frame is available again.

My Dr.Kokoro Sunglasses are broken, what can I do?

If you have any piece of your sunglasses damaged by use and you purchased your sunglasses in our E-Shop, please contact our Webshop team: hola@doctorkokoro.com and describe the problem. Pictures of the piece you need to replace are very helpfull. Our team will get back to you as soon as possible.

How can I pay?

We provide many different payment methods in our E-Shop. You may pay with American Express, VISA and MasterCard, as well as Paypal where ever you are.

Is it safe to order online at DR.KOKORO?

Yes, it is perfectly safe to place an order and make a payment on our website. All payment methods on doctorkokoro.com are provided by our payment provider Banc Sabadell Online Services. All of the data is transmitted via SSL-encryption and credit card transactions can only be accepted through SET (Secure Electronic Transactions). This means that the sensitive information that we store (your name, address, password) can be transmitted securely within our system. The card-issuing bank checks the authenticity within the system and determines if the payment is to be charged to the card. Shopping at doctorkokoro.com is therefore highly secure and we take all necessary measures to prevent fraud.
We will not store any payment data that you submit; our third party payment provider handles this. The method of payment is entirely up to you.

How long is the warranty if I purchased in the E-Shop?

If you bought your sunglasses in the E-Shop, the warranty is 2 years for material defects on fabrication. Any other damage made by use it is not covered by warranty.

If you have any piece of your sunglasses damaged by use, it is possible to buy a replacement of that piece. Send us an email to hola@doctorkokoro.com and send us pictures of the piece you need to replace. If we have the piece in stock we will confirm to you by email.

How do I cancel my order?

Please contact our DR.KOKORO E-Shop Team for any cancellation or changes to your order as soon as possible (hola@doctorkokoro.com or +34 676909117 Monday to Friday from 09.00-17.00 CET). If your order has already left warehouse you will have to wait to receive the parcel to contact us for a cancelation.

I want to return or exchange my glasses, what is your return policy?

You have the ability to try your product(s) on at home, and send them back to us within 14 days – starting from the day of receipt – for a refund. You do not need to state a reason for return within this time period and you will be given a full refund of the frames (shipping fee excluded if you are out of Spain) if the sunglasses are in the same condition as when you received them.

As soon as your returned shipment has been checked we will refund your payment using the same payment method you selected for your purchase. We will let you know via email as soon as we have activated the full refund.

We ask for your understanding in that we cannot accept return at the Dr.Kokoro Shops or opticians. For further information or questions please contact our Webshop team.

Do I have to cover the cost of the return shipment myself?

If your order was delivered to Spain, the cost of the return is FREE (not during sales). If you live outside of these countries, you must cover the cost of the returns yourself.

What can I do if I have questions about my returned order?

Please contact our Webshop team: hola@doctorkokoro.com or +34 676909117 (09.00-17.00 CET Monday to Friday) and we will answer your questions. To speed up the process, let us know what your order number is.

How long will I wait for my order?

All orders within the European Union and the United States are shipped with DHL.
Depending on your location, the shipping time may take:

Spain: 1-3 working days
Europe: 2-6 working days
United States: 4-7 working days

After your product has been packed and left our warehouse, you will receive a shipment confirmation email.  When placing the order, think about leaving a message for the delivery company if you are unable to be there when the shipment arrives. Shipping is worldwide free.

I received a wrong item. What should I do?

Please contact our Webshop team as quickly as possible so that we can react. You can contact us via: hola@doctorkokoro.com, our website form, or +34 676909117 (09.00-17.00 CET Monday to Friday).
Let us know your order number and model bought.

I haven't received my item. What can I do?

Please contact our Webshop team as quickly as possible so that we can react. You can contact us via: hola@doctorkokoro.com, our website form, or +34 676909117 (09.00-17.00 CET Monday to Friday).
Let us know your order number and model bought.

To which countries do you ship?

As of now we can provide our online shop to all countries except Gibraltar, Islas Canal, Liechtenstein, East Europe, Turkey, Africa, Middle East, Asia, Pacific. These countries will be included in the near future so stay tuned through our newsletter.

Do I have to pay for shipping?

All our orders are with free shipping worldwide, but outside the European Union and for deliveries to Canary Island, customer will have to pay for local sales taxes and/or customs expenses.

Lenses Protection

The organic lenses used in our sunglasses conform to the major international safety provisions for UV rays and are designed to block all wavelengths harmful to the eyes below 400 nm (UVA, UVB and UVC). In addition, they are coated multiple times on the inside, are highly break resistant to provide the best possible vision.

Enclosed in your DR.KOKORO sunglasses case is specific information about the filter category of your lenses. The below table details the different levels of tinted lenses and which light conditions they are suitable for (according to DIN EN ISO 12312-1:2015-12):
• CAT 0: Clear to subtle tint (<20%), weak protection against sunlight
• CAT 1: Light tint (20-57%), protection against mild sunlight on overcast days
• CAT 2: Medium tint (57-82%), protection against medium to strong sunlight, normal glare protection in moderate conditions
• CAT 3: Dark tint (82-92%), protection against strong sunlight, on water surfaces, the beach, mountain regions and regions with stronger light conditions
• CAT 4: Very dark tint (92-97%), protection against extremely sharp sunlight, in alpine regions and glaciers. Not suitable for day driving.

All lenses are unsuitable for looking directly into the sun or driving at night.

If your glasses are fitted with polarized lenses for extended anti-glare protection, please remember that the visibility of LCD displays (for example on your mobile phone, laptop, motor vehicle or airplane instrument panels) may be impaired.

Lens care instruction

We recommend using the accompanying DR.KOKORO cleaning cloth or a similar, gentle microfiber cleaning cloth. You remove lipids and moisture without smearing. To remove stronger dirt stains you may use a lens cleaning spray without alcohol, please moisten the cleaning cloth with the spray and gently wipe the lenses or with water and not abrasive soap.