It’s completely free
Quick & easy
At Glasses Direct, we make our returns process quick and easy. So, if you’re unhappy with your new glasses for any reason, you can return them for free within 120 days – lenses included! Just follow these 3 simple steps below:
Fill in the Returns Form sent with your order and place it, along with the frame(s) you wish to return, in the envelope or box they arrived in.
We send an adhesive returns label with our orders, just in case! Peel this off and stick it to the sealed envelope or box. We advise taking it to the Post Office and obtaining a free postage receipt.
Finally, send it back to us within 120 days of the original dispatch date. This applies to all types of orders, including bifocals or varifocals.
Our no-quibble returns policy covers both frames and lenses, but please note that Boutique orders must be returned with their case and wipe, in the same condition in which you received them. Even if you have made a mistake, or simply changed your mind, you won’t be charged.
Please allow 3-5 days for us to process your return once we've received the package in the post, at which point you’ll receive an automated email. Any exchanges or adjustments to prescription will usually be shipped within 7 days from processing your return, but please allow a bit longer if it’s varifocals or a complex order/prescription.
If there is a prescription issue with your return and you’re seeking correction, please include a copy of your prescription with it. Otherwise, you don't need to send us your prescription again. Furthermore, if you’ve reported a fault with your glasses, our qualified opticians will investigate to make sure it doesn’t happen again.
That's it, you're all set!
David Hutchfield, qualified optician and Head of Professional Services at Glasses Direct, explains our 120-day no-quibble free returns policy.
If you need to return your glasses, you will need your order number. This will be included on the returns form, which you need to use to return the glasses to us. Your order number can also be found in your Glasses Direct account, on your delivery invoice, or on your order confirmation email.
Your glasses can take a few days to reach us. You will receive a confirmation email from us once your glasses have been returned successfully. If you don’t receive this email within five working days, call us on 01793 746601 so we can help you.
Return your glasses to us and we will fix this for you and deliver them back to you within a few days, whether you still have the screw or not.
If you have lost the postage label, you can print them from the Royal Mail website. Then simply put the frames you want to return in the envelope or box they came in, stick the return label over the existing address label and drop the package in a postbox.
If you need to make adjustments, you can speak to one of our opticians on 01793 746601 to decide whether it's something you can do yourself or whether you should send the frames back to us so we can do it for you. Alternately, you can watch adjustments videos here. We recommend that you always send in your rimless frames if these need adjusting as rimless frames are slightly more delicate.
Remember: Help is just a phone call away! We at Glasses Direct also understand that you may have questions about exchanges and returns. Our customer service team is on hand, ready to put your mind at ease by answering any queries you may have. Just call 01793 746601.
For more information, check out our Returns Policy.
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