Returns and Refunds
Returns & Refunds
We offer a 14-day return or exchange policy from the date you receive your order. Whether you are visiting us in-practice or online, we want to ensure you are completely satisfied with your purchase.
How to Return
To make your return as easy as possible, we provide a pre-paid return shipping label.
- Request a Label: Contact our team or use our online portal to generate your Royal Mail return label.
- Return Cost: While we provide the label for your convenience, a return shipping fee of £7.95 will be deducted from your final refund amount.
- Condition: Items must be returned unused, in their original condition, and with all original packaging.
Restocking Fees
- Keep an Item, Pay No Fee: If you return part of your order but keep at least one item, there is no restocking fee.
- Full Returns: If all items from an order are returned for a refund, a 5% restocking fee will be applied and deducted from your refund.
Non-Refundable Items
- Prescription Lenses: As these are custom-made to your individual prescription, the cost of the lenses is non-refundable.
- Original Shipping: The initial £7.95 delivery charge is non-refundable.
Refund Processing
Once our clinical team has inspected the returned items, your refund (minus the return shipping fee and any applicable restocking fees) will be processed to your original payment method within 10 working days.
International Returns
We offer a 14-day return or exchange policy from the day you receive your order.
We're happy to refund any frames/sunglasses you are not 100% happy with providing we receive them unused, as new, within this 14-day period.
Return Shipping
- Customer Responsibility: All international returns must be shipped at the customer's expense.
- Requirement: You must use a tracked shipping service. We are not responsible for items lost in transit.
- We suggest using USPS Click-N-Ship or equivalent tracked service.
Restocking Fees
- Keep an Item, Pay No Fee: If you keep at least one item from your order, no restocking fee will be applied.
- Full Returns: If you return all items from an order, a 15% restocking fee will be deducted from your final refund.
Non-Refundable Items
- Prescription Lenses: As these are custom-made, the cost of the lenses is non-refundable.
- Original Shipping: The original shipping fee is non-refundable.