Returns & Exchanges

Returns/ Exchanges/ Cancellation

 

100% Satisfaction Guaranteed!

We strive for 100% customer satisfaction with every purchase! All of our frames are guaranteed 100% authentic and are free of any defect. If your frame or lens is delivered with defects or damage, we will replace any item to ensure 100% satisfaction.

Cancelling My Order

If you need to cancel your order for any reason, you will have 2 hours from when you made your purchase. Cancelling is free, if you notify us by phone or email within 2 hours from purchasing your frames. Cancellation request received after 2 hours of placing your order will have a $20 cancellation fee applied to the refund of the frame, while custom lenses are non refundable as our lab has already began processing your lenses.

Once your order ships you will not be able to cancel your order, after which time the standard return or exchange policy will apply.

Returns Without Prescriptions (Custom Lenses)

You will have 30 days from the date of delivery to request a return. Once your return is approved, your item must be received in our facility within 10 days. Returns received outside of the 10 days will be denied and returned to you.

All materials and packaging (cleaning cloth, case, etc) must be returned to us in new condition to receive a full refund on your frame. If the returned item is missing any materials and/or in a condition other than new your order will be subject to a 20% restocking fee.

Domestic customers can print your free return label here.  

Returns with Prescriptions (Custom Lenses)

You will have 30 days from the date of delivery to request a return. Once your return is approved, your item must be received in our facility within 10 days. Returns received outside of the 10 days will be denied and returned to you.

All materials and packaging (cleaning cloth, case, demo lenses etc) must be returned to us in new condition to receive a full refund on your frame and 50% on your lenses. If the returned item is missing any materials and/or in a condition other than new your order will be subject to a 20% restocking fee.

Domestic customers can print your free return label here.  

Exchanges Without Prescriptions (Custom Lenses)

You have 5 business days from the date of the delivery to request an exchange. The item must be returned and received in our facility within 10 days after your exchange being approved. If the frame you wish to exchange for is more expensive we will invoice you for the difference plus shipping. If the item is less expensive we will issue a refund on the difference minus the new charge for shipping.

To initiate an exchange please contact our customer service department and one of our representatives will be happy to assist you.

Exchanges with Prescriptions (Custom Lenses)

You have 5 business days from the date of the delivery to request an exchange. The item must be returned and received in our facility within 10 days after your exchange being approved. Since the lenses you purchased were custom fitted into your frame we are unable to use them for the exchanged frame. However, we are happy to offer you 50% off the new lenses. You will be invoiced for any price difference, 50% off new lens costs, and shipping. If the item, you are exchanging for you will receive a refund for the difference minutes the new lens cost and shipping.

To initiate an exchange please contact our customer service department and one of our representatives will be happy to assist you.