Our Returns Policy
Due to the impact caused by the current COVID-19 situation, we are unable to process returns as quickly as we would like to. We will process your request as soon as we can, however, please be aware this can take up to 5-7 working days from receiving the glasses in our warehouse. You will receive an automated confirmation email once the return package has arrived with us, but we may not be able to process the return for up to a week.
Returns condition (UK customers)
You may return, exchange or receive a refund on your glasses if you are unhappy with them for any reason. Just follow these easy steps:
- Fill in the returns form sent with your original order;
- Peel off the included returns label and stick it on the delivery envelope or box you received your glasses in;
- Pop the frame(s) you want to return, with their case and cloth, back in the delivery envelope or box, along with the returns form;
- Send us the package so it reaches us within 90 days of the original dispatch date.
Returns must be in their original condition and with all accessories included in your package (e.g. cases and cloths).
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
You may return, exchange or receive a refund on your glasses if you are unhappy with them for any reason. Just follow these easy steps:
- Fill in the returns form sent with your original order;
- Pop the frame(s) you want to return, with their case and cloth, back in the delivery envelope or box, along with the returns form;
- Pay for return postage. Unfortunately, we are unable to cover return shipping for international returns;
- Send us the package so it reaches us within 90 days of the original dispatch date.
Returns must be in their original condition and with all accessories included in your package (e.g. cases and cloths).
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.
More questions? Contact us
- You can reach us by phone (01793 746601) from 8am-6pm Monday to Friday & 9am-1pm Saturday (excluding some 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 hours at a time that is more convenient for you.
