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. 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.
If you're returning an order, 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
If there’s an issue with the glasses you received, please contact us and we'll be happy to help.
If you’re requesting an exchange, please include the name and color of the new frame you’d like, along with your preferred lens options—such as any tints or coatings. We’ll wait to approve your return until we receive all the necessary information.
If we don’t hear back within 48 hours of our latest follow-up email, we’ll unfortunately need to cancel your return request. However, you’re still welcome to submit a new one once you have the full exchange details.
Please note that exchanges always include both the frame and lenses, even if only one part is faulty. If the replacement isn’t suitable, we’ll ask you to return it for a refund 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.
