JINS JINS PARK

Reliable Customer Support

Policy

Customer Service Policy

JINS offers a set price for frames and lenses with the aim of creating an easy-to-understand pricing system for customers. In addition, we are constantly improving the preparation process and educating our store staff to ensure that products purchased at our stores are in the hands of customers in as little as 30 minutes. We always aim to improve customer satisfaction by responding to customer inquiries and suggestions in a prompt and polite manner.

Related Data

Product Warranty and After-Sales Support System

Extensive Warranty for Customers

JINS offers a standardized warranty service for all eyewear products purchased by customers so that they can use their products worry-free. For eyeglasses purchased at JINS, customers can take advantage of the below services free of charge at JINS stores nationwide, whether the purchase was made at a physical store or online.

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JINS’ reliable warranty

Both frames and lenses can be brought in for replacement or repair up to two times within six months from the date of delivery.

  • Frames (quality warranty)

    The warranty covers replacement or repair in the case of damage caused by product defects during the warranty period. However, if the same product is not in stock, the item will be replaced with a similar product.

  • Lenses (vision warranty)

    The warranty covers replacement in the case that customers have vision issues when wearing JINS eyeglasses.
    Please be sure to bring your warranty card with you when you come to store.
    If you have a prescription, please bring your new prescription with you.

Three free services

Free services are available at JINS stores nationwide for any eyeglasses purchased at JINS, whether the purchase was made at a physical store or online.

  • 1. Eye test

    We offer free eye tests at JINS stores nationwide. Please feel free to come for a consultation when you want to check your prescription.
    However, if one of the following applies to you, we recommend that you have your prescription filled at an ophthalmologist’s office.

    ・If you are getting eyeglasses for the first time
    ・If you are aged 15 and younger
    ・If you have issues with your vision due to eye diseases, etc.

  • 2. Fitting (adjustment)

    After you receive your eyeglasses, we can readjust them to fit your face at any time. Please feel free to come for a consultation at your nearest JINS store.

  • 3. Replacement of nose pads or hinge screws

    If nose pads or hinge screws become loose or come off, we will tighten the screws or replace them with new ones free of charge.

    *Please note that we may not be able to offer this service for some products.
    *Some parts may require a fee.

Incorporating Customer Feedback

Improvements Based on Customer Feedback

We have established a policy of “listening sincerely to the opinions of our customers to develop and provide high-quality, safe, and valuable products.” In Japan, we set up a customer support center to handle customer inquiries via telephone, email, and online through our website. Feedback from the inquiries we receive each day is compiled as needed and passed on to each person in charge, while urgent inquiries are shared with the person in charge to be dealt with right away. By doing so, we incorporate this feedback in product development and improvements to each of our services.