If you wish to return goods after seven days of shipping, then you should initially contact our customer service team to see whether a return is appropriate.
Before an item is returned, you must notify us by emailing us at: firstname.lastname@example.org within seven days of receipt. In the return package, you must include the original receipt and write on it the reason for returning the item(s).
You must return your item to our head office. We will provide the address in the returns email.
It will be your responsibility to return the item in appropriate and secure packaging; we recommend recorded delivery, as we do not take responsibility if items are damaged or lost in transit.
Refunds will be processed within 14 days of receipt of returns. Refunds will only be refunded to the same credit/debit card or PayPal account used to make the initial purchase
We are unable to refund the cost of custom-made prescription lenses and therefore returns of such lenses are not possible. For orders with glasses including prescription lenses, we can only refund the cost of the frame.This does not apply for lenses with manufacturing defects, such lenses can be returned and also refunded.
The item must be returned in its original packaging containing the case, all the accessories, authenticity tags and manufacturer seals must still be attached.
Postage costs for returns are covered by the customer
Your return costs will be refunded in some circumstances, for example if you receive an incorrect or faulty product.
Yes, absolutely. Thanks to our Return Policy, you shop without any risk. In case the product you ordered does not meet your expectations or does not fit your face, you can send it back to us within 7 days after receiving it.
You have to bear the cost of returning the product. However, your return costs will be refunded in some circumstances, for example if you receive incorrect or faulty product. Unfortunately, we are also unable to refund the cost of parts that are tailor-made according to individual requirements. For prescription glasses ordered with personalised prescription lenses, we can only refund the cost of the frame.
Unfortunately, we are also unable to refund the cost of parts that are tailor-made according to individual requirements. For prescription glasses ordered with personalised prescription lenses, we can only refund the cost of the frame. If you wish to keep your lenses, we will send your return to our optical lab to detach your prescription lenses professionally and ship it back to you. We, however, strongly advise you not to re-use these lenses with other frames as they are tailor-made for the specific frame and may harm your sight once used with different frame shapes and sizes.
PLEASE NOTE: We are not able to refund the cost of your prescription lenses once you place your order with us, even in cases when your order has not yet been delivered to you.
Once your return has been received and checked by us, we’ll inform you about it via email. The process can take up to 14 working days from the day you have sent it back to us. If possible, make sure to get your postal receipt from post office and keep it safe until your return has been processed. You can follow its journey and keep a close eye on it until it reaches us.
We’re really sorry if we made a mistake. Please contact our Customer Service team (email@example.com) so we can sort it out for you. However, please note that we are unable to refund prescription lenses.
We are obliged to initiate your refund within 14 calendar days after you withdraw from your purchase. However, we are not obliged to initiate your refund unless we receive your return or proof of posting. Once your refund is initiated it takes up to 5 working days to see the money back in your bank account. However, this may vary depending on your credit card, account type and on your bank’s policy