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Our returns policy

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.

  • You have included the returns authorisation form (sent with your original order, or can be printed out from here) with your returns package.

  • 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. If you take our pre-paid label to the post office then you will be given a free proof of postage receipt. If you have lost the postage label, you can print a new one on the Royal Mail website.

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.

Faults & exchanges

Should you find anything wrong with the glasses you received from us, please contact us and we'll be happy to help. Note that exchanges will always replace both frame and lenses, even if only one part is faulty.

Best ways to contact us for returns

If you no longer have the pre-paid returns form that was sent with your glasses, you can download a new one on the Royal Mail website or request one over the phone. Find our contact details here.

Other returns questions

How long do I have to return the glasses?

You have 120 days from dispatch date to return your glasses.

What do I need to return my glasses?

To return your glasses you will need the included free returns label, your order number (which can be found on your delivery invoice), and the returns form must be enclosed. If you experience vision issues with your new glasses, please also enclose a copy of your prescription.

How do I know you've received my glasses?
We will send you an email once we have your glasses. Please bear in mind that it can take a few days for the return to be processed, although we aim to process all returns within 10-14 working days from when we receive them.
Can I return them if I don't like them?
Yes, you can. However, to ensure you won’t need to return them, you can try our free Home Trial service. Find out more about that here.
What if a screw has fallen out of my frame?
Please contact us to arrange a return and we will aim to fix this for you.
How can I return my glasses if I have lost the returns label?
If you have lost the postage label, you can print one from the Royal Mail website. Then simply put the frames you wish to return into the envelope or box in which they arrived, stick the return label over the existing address label and drop the package in a postbox.
What if my glasses need adjusting after I receive them?
Some small adjustments can be made at home - find more information about how to do so here.

If you're not comfortable making adjustments yourself, you can either take your glasses into an optician (who may request a small fee) or contact us to inform us of 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.

If you're returning glasses to us for adjustment, please use the back of the returns form to describe your issue in as much detail as possible, making it clear if the arms are too long, nose pads are uncomfortable, if the frame feels wonky or too tight around the temple or ears, or whether it's something else. You can also place another frame that fits well on the form and trace its outline as a reference on the paper. Additionally, photos of you wearing the glasses you have an issue with, at eye level from the front and from the side to see how the arms rest on your ears, can also help our dispensing opticians identify any issues.