Returns and Refund Policy
Returning your item(s) to us
We are sure you will be happy with your order but we do operate a flexible exchange, return and refund policy.
Due to current circumstances, we will be offering a new returns policy:
- 14-day return on all eyewear
- We will also accept orders where prescriptions are over 2 years old where existing glasses are lost or damaged.
If you decide to return your eyewear, please include your invoice or a letter with your name and order number and the reasons for returning the eyewear. Please also state whether you would like to exchange the item or request a full refund (excluding any returns or postage fees).
Please note that orders of more than 2 frames are classed as a bulk order. If you wish to return more than two frames to us you will be charged a restocking fee of £10 per frame.
Please make sure to send your eyewear to the following address:
Unit G5, Grove Park Studios
188-192 Sutton Court Road
We recommend returning your goods via a courier or a Royal Mail service that requires a signature, such as Royal Mail Special Delivery. Please ensure that the return package is wrapped securely to avoid any damage. It is the customers’ responsibility to return the item(s) in perfect condition with its original packaging intact.
A time limit of up to 14 days from the delivery date is imposed for you to return your eyewear for a refund/exchange.
We only refund return postage fees if the eyewear you are sending back is faulty, or is the wrong model/colour from the eyewear you ordered. If we believe that your eyewear does not have a genuine manufacturing fault, we will not reimburse you for the return postage fees. We do accept prescription eyewear for exchanges/refunds however the cost of lenses and postage return fees will not be refunded.
Please note this policy does not apply to in store purchases. Please see in store or ask a member of staff for details.