Frequently Asked Questions
How to place an order?
Placing an order is quick and seamless. Begin by browsing our curated collection of sunglasses, eyeglasses, colored lenses and accessories. After you've made your selection, tap ‘Add to Cart’ to move forward with your purchase.
When you're ready, proceed to checkout, where you’ll be guided through a secure and straightforward process to enter your shipping details, choose a delivery method, and complete your payment.
A confirmation email will be sent to you shortly after your order is placed. Should you need any assistance at any point, our customer care team is here to help.
How to order eyeglasses or contact lenses?
Eyeglasses:
Placing your new eyeglasses order is quick and easy now. Start by browsing through the collection and selecting the frame that best fits your style. Once you've found your top pick, enter your prescription details — either by uploading a copy or manually entering the information. If you're unsure about your prescription, simply visit your nearest MAGRABi store to have your eyes checked.
You can also customize your lenses with added features like UV protection and blue light filtering.
Contact lenses:
Do you offer contact lenses?
Yes, we offer a curated selection of high-quality contact lenses from trusted brands, designed to provide exceptional comfort and clarity. Our range includes daily, bi-weekly and monthly lenses, as well as colored lenses for those seeking a subtle enhancement or a bold new look.
Please ensure you have a valid prescription before placing an order, as clear contact lenses and color contact lenses with correction require proper fitting and professional guidance.
For assistance with selecting the right lenses or understanding your prescription details, our customer care team is available to support you.
How to cancel my order?
Before Delivery: If you want to cancel your order before it arrives, contact us as soon as possible. We’ll do our best to stop the shipment. You can cancel your order from your “Orders” tab before it gets shipped.
How to return a product?
You can return a product within 14 days after the delivery date. Read more about our Returns Policy. For further assistance, contact our customer care team, who's available from 8:00 AM to 12:00 AM.
What are the non-returnable items?
All contact and ophthalmic lenses are non-returnable.
After you submit your returns request, we will collect your order and send it to our specialized team, who will then inspect your returned item(s) to ensure MAGRABi’s refund policy guidelines are met - this process usually takes 2-3 working days.
You will then receive an email from our end confirming the approval or rejection of your request.
If your refund was approved, you would receive it within 2-4 business days, while bank transfers take from 7-14 business days if the product meets the quality check standards. If rejected, we will send your item(s) back, along with an email in which we will further explain the reason for rejection.
Read more about our Returns Policy. For further assistance, contact our customer care team, who's available from 8:00 AM to 12:00 AM.
How do I read my prescription?
You can easily read your personal prescription through our blog here
Do I need my prescription to place an order?
You can order from MAGRABi with or without a prescription.
*Please ensure that the expiration date on your prescription is less than 2 years as the sharpness of your eyesight can change during that time.
What’s the best way to provide my prescription?
You can upload an image of your prescription during checkout, or you also have the option to send your prescription later.
Make sure your prescription includes your sphere, cylinder, and axis values (if applicable), along with your pupillary distance (PD) for the most accurate fit.
*Please ensure that the expiration date on your prescription is less than 2 years as the sharpness of your eyesight can change during that time.
Glasses and contact lenses require different prescriptions as they are designed to sit at varying distances from your eyes. It is essential to have separate prescriptions for both to ensure optimal vision and comfort.
I accidentally submitted the wrong eyeglasses prescription — what should I do?
Contact our customer care team, available from 8:00 AM to 12:00 AM, or email us at customercare@magrabi.com.
Where do you deliver?
Currently, MAGRABi provides a fast delivery service to Saudi Arabia, the United Arab Emirates, Qatar, and Egypt.
* Additional shipping fees may be applied depending on where your package is being shipped.
Delivery timelines depend on the shipping method you choose — whether it’s Standard, Same-Day, or Next-Day delivery. For exact ETAs and more details on each option, please refer to our Shipping and Delivery Policy.
Alternatively, you can track your order by logging into the "My Account" section, entering your order number, and clicking “Submit.”
For more information, go to Shipping and Delivery.
At MAGRABi, we offer a 2-year warranty on manufacturing defects for the following brands:
- Cartier
- Montblanc
- Lindberg
- EYE’M
- SO8
- Monostrom
The warranty does not cover frames that have been damaged as a result of misuse or neglect.
For normal wear and tear, we are pleased to offer complimentary tune-ups at any of our store locations, anytime. However, replacements are not covered under these conditions.
How does the Virtual Try-On tool work?
Select your favorite eyeglasses or sunglasses and try them online using our virtual try-on tool, which will help you determine which frames best complement your face shape.
Do I have to register to access the virtual try-on tool?
No registration or account is required. The virtual try-on is accessible to everyone, free of charge.
Booking your eye test is simple and convenient:
- Visit our website and ensure your country is correctly selected.
- Click on Book an Eye Test in the top navigation.
- Select the type of eye test you require.
- Choose your preferred store, date, and time, then enter your reservation details. Click Continue to confirm.
You may also cancel or reschedule your appointment directly from the same page.
Click & Collect allows you to order online and pick up your purchase from your preferred MAGRABi store. You will receive a "Ready for Collection" email with your 4-digit OTP once confirmed.
Which items can I order with Click & Collect?
Most items are eligible unless stated otherwise on our website.
Which stores offer Click & Collect?
All participating MAGRABi stores across the UAE and KSA.
Can I change or cancel my Click & Collect order?
Yes, you can by contacting our Customer Service team or by visiting the selected store directly. Please see Return Policy for more details.
How do I place a Click & Collect order?
At checkout, simply select Click & Collect and choose your preferred MAGRABi store.
How long are orders kept for collection?
Orders are held for 14 days from placement. After this period, uncollected orders will be cancelled and refunded.
Are MAGRABi’s frames authentic?
At MAGRABi, we take pride in offering eyewear sourced exclusively from trusted, authorized distributors and manufacturers. Our frames are crafted from premium materials such as durable acetate, sleek steel, and lightweight titanium, ensuring long-lasting strength, resistance to corrosion, and exceptional durability.
Which type of lens for eyeglasses do you offer?
At MAGRABi, our lens lab uses top-quality German technology to produce our ZWEÏlenses, produced with advanced cutting and fitting for superior precision and performance.
Do you sell Blue Light lenses?
Yes, we do. When choosing your eyeglasses, simply select Blue Light Lenses “Computer lenses” as your preferred lens type.
Our Blue Light lenses are designed to provide:
- Computer-friendly lenses(No prescription needed)
- Blue light filtering for eye protection
- Enhanced visual comfort
- Relaxed vision while using digital devices
Can you replace the lenses I have in my current frame?
If you have purchased a frame from us in the past and need to update your prescription or replace your lenses, simply reach out at customercare@magrabi.com and we'll be happy to assist you. Please provide proof of purchase to get started, such as your receipt, order confirmation email, or order number. This information allows us to quickly locate your purchase details and offer the appropriate support.
Visit your nearest MAGRABi store. Find a store and get expert advice from our seasoned professionals.
If you're missing an item from your order, please contact our customer care team at customercare@magrabi.com between 8 AM and 12 AM. We’ll promptly assist you in resolving the issue and ensure the missing item is delivered as soon as possible.
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