Please make sure that you read and understand the following conditions before filling out the Returns Form found on your Delivery Note. If you have more questions about this particular return, make sure to contact us prior to returning the glasses with your order number and the subject header ‘Returns Query’.
Please rest assured, we are here to help and will assess each return individually so that we can continually improve our customer experience.
Can’t see out of your glasses?
With regard to issues with prescription lenses, unless deemed damaged or faulty, we are normally unable to accept such returns as this is due to them being made specifically to your requirements. We can only manufacture your lenses based on the information that you provided.
Therefore, it is really important that you enter in your prescription details carefully and accurately. We will not give a full refund where you have entered in your prescription details incorrectly and where the glasses have been manufactured to this wrong prescription.
If you entered the incorrect prescription, we can credit your account with the frame value so that you can reorder the glasses with the correct prescription and/or lens type. Alternatively, we can reglaze your order for the cost of the Lens index plus P&P. An additional reglaze fee of £7.95 will also be changed per item.
Please see Refunds (further below) for more details.
Had a change of heart?
Just like with clothes shopping, we don’t always pick the best style that suits us first time around. And that’s why we have introduced a virtual try on tool. It uses augmented reality so that you can try on as many pairs of frames as you like and can see instantly whether they suit you or not. As prescription glasses are a bespoke optical product tailor-made for your individual needs, we’re unable to offer a refund or exchange, so make sure that you use our the try on tool as much as you want until you’re certain.
You are also more than welcome to order the frame you like without any lenses (not even clear lenses!) to try at home. Just place an order as normal but choose the ‘No Lenses’ option. Once you’ve made your decision, return the frames to us at your expense, packaged well with clear instructions. As soon as we receive the return and our team has assessed the glasses, we will issue a full refund excluding the postage cost.
We don’t offer a free home trial as we want to keep our prices as low as possible for our customers without hiding any additional costs.
Our Product Guarantee
We have a 7-day guarantee that allows customers to exchange or return faulty items for a full refund up to 7 working days after delivery. All you have to do is let us know about the fault within that time frame and then you have up to 14 working days to return everything back to us in its original condition and in its original packaging with the order number clearly marked. That includes the faulty item itself. To avoid items being damaged upon return, please package them suitably.
We cannot accept returns with regard to issues with fit. We have listed the single lens width and the bridge width for every frame on the website. These can be found under the product image on each product page. If you add up the lens width twice and then the bridge width, you would get the frames size, measured from the lenses‘ widest points.
We also have our 30-day product guarantee, which entitles customers to a one-time replacement pair of glasses within 30 days of despatch. The replacement will only be issued if there are clear defects in the material or workmanship.
Our 30-day product warranty does not cover damage caused by accident, negligence, or improper care. It also does not cover fit, prescription issues or a change of mind.
Returning Faulty Items
To initiate your return order, contact us by email or phone. All of our details are on our Contact page.
Seeing as we’re unable to take responsibility for any packages lost in the post, please obtain proof of purchase from the Post Office.
Again, our 30-day product warranty does not cover damage caused by accidents, negligence, or improper care.
Once we’ve received your returned items and our product quality team have had a look at them, we’ll set to work on manufacturing the replacements. Despatch dates will vary depending on the type of lenses you ordered but we’ll keep you informed of any updates and email you when the new order’s been despatched.
If a repair or replacement isn’t possible, or the replacement isn’t in stock, you may choose an alternative item of equal value instead, or receive a full refund excluding delivery costs. If you choose to have the frames glazed elsewhere, please note that you do so at your own risk, as any damage incurred won’t be covered by our 30-day product guarantee.
If you’re returning an item within 14 working days after delivery, and requesting a refund, due to the bespoke nature of the product, we will deduct the lens and shipping costs and will credit your account with loyalty points with the balance.
If a customer would prefer a cash refund please note that this can take 7-10 working days to appear in your account depending on which bank you’re with and where it’s located. We’ll make any refund payment due to you (excluding lens and initial delivery costs) within 10 working days from the day the product is returned and assessed. Additionally, if any part of the returned order is incomplete, you may not get a full refund.
In the case of faulty or damaged items, if it turns out the returned items are not as described (i.e., perfectly fine and/or functional) you’ll be responsible for the cost of returning them subject to any rights you have under UK consumer legislation. Advice about your legal rights is available from your local Citizens Advice Bureau or Trading Standards office.
Cancelling an Order
Every pair of glasses we make is bespoke, tailored to your vision’s exact needs and requirements. For this reason, we can only accept cancellations made up to 30 minutes from the point of order. The full price and cost of postage will then be refunded back to you. Please be aware there may be a slight delay in refunding.
Please refer to our Terms & Conditions for more information.