Customer Service

  • Orders
  • Prescriptions
  • Frame
  • Lens
  • Payment
  • Shipping
  • Returns and exchanges
  • Store
  • Managing your account
    • What do I need to order?

      You need to have a valid prescription for eyeglasses (contact lenses have a different prescription!) including the pupillary distance (PD). You can also come to our shop and our opticians will measure everything for you. It‘s free of charge!

    • How can I change my order?

      Usually we are fast with processing order. But if you want to change something, we will do our best to execute any changes. Please call our hotline: +49 30 275 778 20 to transmit the changes as fast as possible (Mo – Sa 11:00 – 20:00).

    • How do I find information about my order status?

      If you want to know the status of your order, simply log-in and click your account. On the menu click "orders" to see the status and detailed information on all the orders you have placed.

    • How do I order multiple pairs of glasses with different prescriptions?

      To order two or more glasses with different prescriptions, you need to place different orders for each prescription. If you want to order prescription glasses for someone else, it's better to create a new account, so you can manage each person’s data and eye health individually.

    • I am having problems with ordering.

      No worries! We are happy to help you if you are experiencing any problems. Contact us via email at customercare@yun-berlin.com or call at +49 30 275 778 20 (Mo - Sa 11:00 - 20:00).

    • I have a prescription.

      We will gladly accept prescriptions that are not older than 1 year.

    • I need a prescription. How do I get one?

      The easiest way is to book an appointment at our shop and get a free eye examination by our trained opticians. You can also visit a local optician or eye doctor. Make sure to ask your doctor to include the PD on your prescription.

    • My prescription does not include the pupillary distance (PD).

      The PD is the distance between your pupils and is necessary in order to center your prescription correctly. You can do it yourself by downloading our PDF manual on how to measure your PD (we will have an online tool available soon). Also most local opticians will measure your PD for free or a small fee.

    • I have a prescription for contact lenses. Can I use it for eye glasses?

      Unfortunately no. The prescription for contact lenses is different than the prescription for eyeglasses. You will need to make a dedicated eye test for glasses.

    • I have astigmatism.

      No problem! In fact, most people do. We provide lenses for all sorts of astigmatism. You will also get aesthetically and optically optimized thin lenses without extra charge.

    • I need prism lenses.

      We offer lenses with prism correction without extra charge.

    • Do you offer reading glasses?

      Yes we do! Select “single vision” when you add your frames to the cart. When you check out choose readers and enter the desired correction.

    • Do you offer multifocal glasses?

      Just at our store in Berlin. Not online.

    • My Prescription does not include cylinder (CYL) and axis (AXS).

      No need to worry. If there is a blank, it means you don‘t have astigmatism and don‘t need glasses with these parameters.

    • I am unsure about my prescription.

      We are happy to help! Send us an email at customercare@yun-berlin.com or call at +49 30 275 778 20 (Mo - Sa, 11:00 - 20:00)

    • How do I find the correct size?

      Underneath every model, the frame measurements are listed, consisting of three numbers. You can use these to compare them to your current glasses.

    • How to fit my frame?

      You can visit our store for free fitting. Also most opticians will fit your frames for free or a small fee. If you would like to fit your glasses yourself, here is some advise:

      • Pupils should be centered
      • Eyebrows should not be within the frame
      • Frames should sit safely on your nose
      • Glasses should not press against your head and sit comfortably
    • How often do you update your collection?

      We release new collections 2 - 3 times a year. If you want to stay tuned on new frames, sign up for the newsletter!

    • What lenses do you use?

      At YUN you will get the thinnest lenses without additional costs! Our lenses start from index 1.60 and go up to 1.74.

      Polyurethane lenses
      • Ultra light
      • Thinnest lenses without additional costs
      • Anti-glare, anti-scratch, water and dust repellant (Lotus) coating included
      • 100% UV protection and unique ZeroUV Technology
    • I want thinner lenses

      You will automatically get the thinnest lenses, optimally calculated just for you, without additional costs.

    • Do you offer reading glasses?

      Yes we do! Select “single vision” when you add your frames to the cart. When you check out choose readers and enter the desired correction.

    • Do you offer multifocal glasses?

      Just at our store in Berlin. Not online.

    • I have astigmatism.

      No problem! In fact, most people do. We provide lenses for all sorts of astigmatism. You will also get the thinnest lenses without extra charge!

    • I need prism lenses.

      We offer lenses with prism correction without extra charge.

    • Which payment methods do you offer? Which credit cards do you accept?

      You can pay via PayPal, debit card or credit card.

    • Can I claim money from my health insurance?

      That depends on your insurance. Please contact them and ask for the conditions for reimbursement.

    • I need a detailed invoice

      You can print the invoice or save it as a pdf file at your account page.
      Click your account>orders and select your order. At the top of the page you can either print or save your invoice (PDF file).
      If you need further information please give us a call +49 30 275 778 20 (Mo - Sa 11:00 - 20:00) or request a receipt via email customercare@yun-berlin.com

    • Do you offer gift cards?

      Just at our store in Berlin. Not online.

    • What does shipping cost?

      Shipping within Germany is free. International shipping costs will be displayed at checkout.

    • How long will shipping take?

      We are happy to help! Send us an email at customercare@yun-berlin.com or call at +49 30 275 778 20 (Mo - Sa 11:00 - 20:00)

    • Where do you ship.

      We ship worldwide.

    • What is your return policy?

      All returns must be authorized by us before sending merchandise back. Simply call us or send email to us to request a return authorization within 14 days of the order's delivery date.

      Returns will not be accepted if there is damage on the products. Merchandise showing any sign of use will not be accepted and will be sent back to the customer. The merchandise must not be worn. Merchandise must be returned in its original condition. Merchandise returned damaged may be rejected and sent back to the customer at the discretion of YUN.

      A refund will be issued back to the original method of payment for the merchandise returned. Financial institutions may require additional days to process the refund before the funds are returned to the account.

      Additionally, returns must be shipped with a service that provides a tracking number and insurance as we are not responsible for delayed or lost packages.

    • How do I set up a return?

      Give us a call at +49 30 275 778 20 (Mo - Sa 11:00 - 20:00) or write us an email at customercare@yun-berlin.com to get in touch with us. We are always open for feedback and things we can improve!

    • I am not happy with my prescription.

      Sometimes it takes a few days to adjust to a new prescription. If you still keep having problems, please give us a call at +49 275 778 20 and talk to our opticians. We will help to determine the problem and find a solution to make the prescription perfect for you.

    • I am not happy with the fit of my frame.

      If your new frame is not fitting perfectly, get in touch with us! We want you to love your new glasses and a comfortable fit is a must. If you are near our shop, just drop by and get your frame adjusted. Also most local opticians will fit your frame for free or a small fee.

    • Where I can find a YUN store?

      We launched our first flagship store in the heart of Berlin in Oct. 22 2015, combining elegant design with innovative production technology. Currently this is our only store.

      Opening hours : Monday - Saturday, 11:00 - 20:00
      Address : Rosenthaler Str. 11 - 10119 Berlin
      Metro : U8 ROSENTHALER PLATZ OR WEINMEISTERSTR.
      Mail : customercare@yun-berlin.com

Customer Service

We are available
Monday - Saturday,
11:00 - 20:00
tel: +49 30 275 778 20
mail: customercare@yun-berlin.com