FAQs

We try to answer as many of the questions you might have in our FAQ. If you have a concerns or question we did not answer, you can always reach us by phone during regular business hours or by email. Visit our Contact US page for more help.

Our FAQ is categories in the following sections, just jump to the one you are interested:

1. Our Products
2. Virtual Fitting
3. Our Store

Our Products

• How do I know the frame will fit me?
  Each frame is individually designed to fit Asian features. Using the frame size specifications can help you determine if the frame is the right size for you. But Size is just one factor in selecting the right frame. The shape of your face, nose, cheeks and other things all contribute to overall fitting and comfort.  We encourage customers to use our Virtual Fitting option (see below) before purchasing a frame.
• What is your warranty?
  All our adult frames are covered for one year. For more details visit our Shipping and Returns page
• What materials are the frames made from?
  All our frames are designed by Alexandra Peng using either European Acetate or metal.
• Our Acetates are all Hypoallergenic.
• Our Metal frames are all lead free. 
• Read the description of each product for their detailed materials. 
• What is the UV rating of your sunglasses?
  Our sunglasses are Polorized unless indicated (like Lauren vs Lauren Polorized) and they are rated UV 400. The highest UV rating, covering all ranges of UV rays, including A, B and C.

Virtual Fitting

• What is Virtual Fitting?
  With Virtual Fitting our designer recommends the best frames for you, based on pictures and style preferences you send us. Hundreds of customers have sent us pictures and found this is the best option to finding the best frame. We keep your photos private and never share them.
• How long does it take?
  We do our best to reply to your requests as soon as possible. Sometimes Alexandra is traveling on business, so it can take 3 to 4 days to receive a recommendation.
• What information do you need?
  Please send us:
• a frontal picture of your face
• a side picture of your face
• your height
• Who do we send this information?
  Email them to store@tc-charton.com

Our Store

• Do you fullfill prescriptions?
  Unfortunately we don't. When you order your frames and need prescription lenses, you will need to take them to your local Optician to have them installed. If you need to find local store visit our Where to Buy page.
• What is your return policy?
  We are very flexible with our return policy. We want you to be happy and 100% satisfied. Except for frames in our Outlet section which are Final Sale only, you can easily return or exchange any frame. Read our complete return policy
• What is the Outlet Store?
  In our Outlet Store section we sell our regular products at discounted prices. These are usually products that have been discountinued. Our products become discountinued for various reasons, like style going out fashion, or materials no longer available for production. Stock is usually limited, so order quickly!
• Are your Outlet frames damaged or less quality?
  No. Outlet products are regular frames with the same quality and attention to detail but we need to clear them from our warehouses to make space for new items.
• Can I cancel or change an order?
  You may cancel or change your order anytime before it ships. The earlier the better as we may be preparing your package. We typically ship within 24hr of an order during work week.
• Do you collect taxes?
  Yes for orders in Texas and California we collected taxes for now.
• Why do I need to create an account?
  If you ever need to update an order or view an history, the account make it a convenient place to see all the information you need in one place. We never share your information. 
• Is your store PCI compliant?
  Yes. You can read more about how your data is protected by reading about PCI compliance here.