RETURNS POLICY

At Low Cost Glasses, we guarantee the quality of our eyewear. If you’re not completely content with your purchase, we want to make it right.

Please ensure in order to initiate a return, you contact us either by email or telephone and are able to supply a copy of your prescription. We are unable to receive frames back without adequate notification and agreement.

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.

With regard to issues with prescription lenses, unless deemed damaged or faulty, we are unable to accept such returns as this is due to them being made specifically to your requirements. We may ask for a copy of your prescription, so please have this to hand to supply in order to help with the issue investigation.

Therefore, it is really important that you enter in your prescription details carefully and accurately. We will not give a refund where you have entered in your prescription details incorrectly and where the glasses have been manufactured to this wrong prescription. Again, we urge you to be able to supply a copy of your prescription to assist with the investigation. We will however at our discretion try to help you with an alternative solution.

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.

Replacements

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.

Refunds

Please note that refunds 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 initial delivery costs) within 20 working days from the day the order is despatched. Additionally, if any part of the returned order is incomplete, you may not get a full refund.

If you’re returning an item within 14 working days after delivery, we’ll refund the price you paid for the item, excluding initial delivery costs.

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.