Our Returns Policy

Best ways to contact us for returns

  • You can reach us by phone (01793 746 601) from 9am-5pm Monday to Friday (closed on Saturdays, Sundays & bank holidays). Our qualified opticians are ready to answer your call to offer expert aftercare every day.
  • For queries out of business hours, or if it's more convenient for you to email, you can reach us on: aftercare@glassesdirect.co.uk

We aim to reply to all our customer emails within 24 hours and we are happy to return your call during office our hours at a time that is more convenient for you. We will need to speak over the phone before authorising a return (see below).

The conditions of return (for UK customers)

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:

  • Normally, you need to let us know within seven days after they have been despatched (30 days for varifocals). The returned glasses need to reach us within 14 days of our original dispatch date.
  • You include the returns authorisation form (we will email this to you after you call us) with your returns package.
  • Returns must be in their original condition and with all accessories included in your package (e.g. cases and cloths).
  • Returns of any Boutique frames must be in their original condition and include any accessories, cases, cloths, branded boxes and any other included brand material.
  • If requesting a replacement frame from our Boutique range, discount codes or other on-site offers used with the original order may not be applicable on the replacement order and an additional payment for any differences may be required.
  • You were not advised when you purchased (by our opticians or by information on the website) that your original order was inappropriate for your needs.

When you do return product we recommend that you obtain proof of postage from the Post Office as we are unable to take responsibility for packages lost in post.

Your statutory rights in relation to returns and refunds are not affected. See also section 11 of the terms and conditions, Your right to cancel.

International Returns

For returns from outside the UK we offer the following return policy:

  • We appreciate that orders to international addresses may take slightly longer to reach you, therefore we will accept returns provided you have contacted us within 14 days of your order being dispatched to advise of notice to return. Your glasses should then be returned to reach us no later than a further 10 days from notifying us.
  • You are required include the returns authorisation form (we will email this to you after you call us) with your returns package.
  • Returns must be in their original condition and with all accessories included in your package (e.g. cases and cloths).
  • Returns of any Boutique frames must be in their original condition and include any accessories, cases, cloths, branded boxes and any other included brand material. If returning a Boutique frame for exchange, please note that only products from the Boutique section may be selected for replacement choice of frames.
  • Any postage fees incurred for returning glasses to us will need to be covered by the sender.
  • Your return will be accepted provided you were not advised when you purchased (by our opticians or by information on the website) that your original order was inappropriate for your needs.

When you do return any glasses we recommend that you obtain proof of postage or use a recorded delivery service via a courier company, as we are unable to take responsibility for packages lost in post. Your statutory rights in relation to returns and refunds are not affected. See also section 11 of the terms and conditions, Your right to cancel.