The first useful question when online glasses arrive is whether the delivered pair matches the order. Keep that comparison separate from deciding how you feel about a new style. Clear observations and records make a support conversation more useful than an immediate theory about what must be wrong.
Keep the order and package together at first
Find the order reference and selected model, size, color and lens options. Compare the visible product details with the pair received. Keep the packaging until you have checked for shipping damage and confirmed what arrived.
If there is visible damage or a suspected wrong item, take clear photographs before altering anything. Do not bend, disassemble or polish the glasses while deciding how to report the issue. Contact the retailer for the appropriate next step and return instructions if needed.
Distinguish observation from diagnosis
“The order says this size, but the frame marking shows another” is a concrete comparison. “The lenses must be wrong because the style feels different” jumps to a conclusion. Describe what you see or experience and let the relevant professional or support process assess it.
If vision is concerning, seek appropriate eye-care advice rather than forcing yourself to use the pair or relying on a fixed adaptation deadline. For a suspected lab error, Fast may request a check by an optician or eye doctor so the lenses can be compared with the submitted order.
Use the policy and reporting period
Fast’s published terms cover situations such as qualifying lab errors, wrong items, arriving defects and shipping damage. Report these promptly, within 14 days of delivery, with the order reference, a description and relevant photos. Contact support before mailing anything back.
Customer-selected fit, style or changes of mind and customer-entered prescription or PD errors are different cases under the custom-order policy. Keep the distinction clear while asking for help. You do not need to write a technical argument; you need the order record, a specific description and a timely request for the next step.