Returns & exchanges
Return window
How long you have, and from when the clock starts.
- Standard return period
- Awaiting standard return period
- Period starts from
- Awaiting period starts from
- Extended holiday period
- Awaiting extended holiday period
- Sale items
- Awaiting sale items
- Prescription lenses
- Awaiting prescription lenses
Condition
Frames need to come back as they arrived — unworn, unmarked, and with everything they shipped with.
- Frames unworn and free of scratches on frame and lens.
- Original case, cloth and packaging included.
- Any hygiene seal or tag still attached.
- Proof of purchase included in the parcel.
How to return
- Who pays return postage
- Awaiting who pays return postage
- Return address
- Awaiting return address
- [ 01 ]Start a requestContact us with your order number and which items are coming back.
- [ 02 ]We send the labelYou will receive return instructions and, where offered, a prepaid label.
- [ 03 ]Pack itFrames in the case, case in the outer box. The case alone is not enough protection.
- [ 04 ]Send and trackKeep the tracking number until the refund lands. Until it arrives with us it is still your parcel.
Refunds
When the money goes back, and to where.
- Refund processing time
- Awaiting refund processing time
- Refund method
- Awaiting refund method
- Original shipping refunded
- Awaiting original shipping refunded
- Restocking fee
- Awaiting restocking fee
Exchanges
Swapping a frame for another shape, colour or size.
- Exchange period
- Awaiting exchange period
- Price difference handling
- Awaiting price difference handling
- Exchange shipping cost
- Awaiting exchange shipping cost
Faulty or incorrect items
If something arrives damaged, or is not what you ordered, it is on us. Send a photograph with your order number and we will sort it before anything goes back.
- Reporting deadline for damage
- Awaiting reporting deadline for damage
- Resolution offered
- Awaiting resolution offered