Other Returns Issues

How long do I have to return the glasses?

You have 14 days to return your glasses (from the day your glasses were despatched to you). See the returns policy for further information.

What information do I need to return my glasses?

If you need to return your glasses, you will need:

  • Your order number which you will need to provide when you contact our team. This can be found in your Glasses Direct account, on your delivery invoice, or on your order confirmation email.
  • Example order reference on an invoice:Order number on invoice
  • Example order reference on an email:Order number in an email 
  • Your returns authorisation number which will be provided when you contact our team regarding returning your glasses. This is to be included on your returns form which will be sent to you following your call to us.

Once I’ve returned my glasses, how do I know when you’ve received them?

Your glasses can take a few days to reach us and be processed. When this has been completed, you will receive an email from us confirming that your glasses have been returned successfully. If you don’t receive this email within five days, call us on 08456 88 20 20 so we can help you.

Can I return them if I don't like them?

Yes - see our returns policy for more details on this. To ensure you find the frames that look great and fit well, try our Free Unlimited Home Trial.

What if a screw has fallen out of my frame?

If the screw is missing, return your glasses to us and we will fix this for you and deliver them within a few days. If you have the screw, you can take them into an optician who may request a small fee to fix this for you.

What if my glasses need adjusting after I receive them?

If you need to make adjustments, you can either take them into an optician (who may request a small fee) or speak to one of our opticians on 08456 88 20 20 and inform us on the adjustments we need to make for you. We recommend that you send us your rimless frames if these need adjusting as rimless frames are slightly more delicate.