UK returns
You may return, exchange or receive a refund on your glasses if you are unhappy with them for any reason, providing that the following conditions are met:
The returned glasses need to reach us, in the same condition in which you received them, within 120 days of our original dispatch date.
Returns MUST be in their original condition and with all the accessories included in your package (e.g. cases and cloths). You may be charged for any unreturned items if not.
When returning your product, we recommend that you obtain proof of postage. If you take our Royal Mail pre-paid label to the post office then you will be given a free proof of postage receipt. If you have a UPS pre-paid label, you can ask for proof of postage at the UPS Access Point.
Alternatively, you could use a recorded delivery service via a courier company, but we are unable to take responsibility for packages lost in post via this method. Your statutory rights in relation to returns and refunds are not affected. See also the section of our terms and conditions titled: Your right to cancel.
Important: We are changing our returns process. If you're returning an order placed before 1 October 2024, please follow the steps below:
Fill out the returns authorisation form (sent with your original order, or can be printed out from here).
Your order should have included a Royal Mail free returns label. If this was missing or lost, you can print a new one on the Royal Mail website.
Add the returns form to your parcel and post it using the free returns label. We recommend that you get proof of postage.
If you're returning an order placed on 1 October 2024 or after, please follow these steps:
Go to “My orders”, find the item/order you want to return and click on the “return” button. Follow the instructions and confirm how you would like us to proceed.
You’ll get an email with a barcode you can use to print a free return label at a UPS Access Point, or you can print the label yourself if you prefer.
Re-seal your return in the box it arrived in, use the free return label and drop it off at your nearest UPS Access Point.
Faults & exchanges
Should you find anything wrong with the glasses you received from us, please contact us and we'll be happy to help. Note that exchanges will always replace both frame and lenses, even if only one part is faulty. If the glasses are still not suitable after exchanging, we'll ask you to return them to us for refunding instead.
Best ways to contact us for returns
If you didn't receive the pre-paid returns label after submitting a returns request in your account, you can also request one over email or over the phone. Find our contact details here.
