What is your Return and Refund Policy?
Returns must be damage-free and in their original packaging. Additional free items received with the order (if any) must also be returned for the return to be accepted. BOGO discount would not be applicable if you decide to return the full-priced frame and keep the discounted frame.
Please know that we do not offer free shipping on returns unless the return is due to a defect or error on our part. As such, return shipping is to be paid for by the customer. Orders returned for any reason other than a defect or error on our part also incur a 10% restocking fee to cover our handling and processing.
- Frames: For returns initially requested within 5 days of receiving the order, we offer complete hassle-free refunds as long as the items (including the additional free items, if any) are returned to us damage-free, and in their original packaging. An RMA needs to be created for us to process the refunds, without which a $25 service fee will be deducted from the refund amount. No refunds will be given after 5 days of receiving the order without proof of error on our part. Please contact us if your situation is an exception.
- Lenses: As lenses are custom made to your prescription, coating choice, and then cut to the shape of your frame in the size you chose, we cannot accept returns on lenses and do not offer refunds for the same reason. However, if you provide a photo of the lenses in the frame, an optician's lens reading of what you were sent, and a copy of your prescription (if not provided previously) we will remake your lenses correctly and ship them to you at no charge.
Please follow the steps below to return your order:
- Recover your password if you don't have it on hand.
- Log in to your account using the same email you used while placing the order.
- Click on the "My Returns" link on the left menu.
- Click on "Request New Return".
- Select the order that you would like to return and click on "Next Step".
- Enter the required details and click on "Submit Request".
Please allow up to 5 business days (after the frame is delivered back to us) to complete your refund. Depending on your payment institution, funds refunded to your payment method can take up to 24 - 48 hours to reflect in your account after the refunds have been processed.
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