Refund & Cancellation Policy

Cancelling an order

You may cancel any order free of charge before it has been dispatched. Contact us as soon as possible with your order number. Once an order has shipped it can no longer be cancelled, but it may still be returnable — see below.

Returns

Non-prescription items — frames without lenses, sunglasses, contact lenses in sealed unopened packaging, and accessories — may be returned within [7] days of delivery, provided they are unused, undamaged and in their original packaging.

Prescription lenses are not returnable

Lenses made to your prescription are cut individually for you and cannot be resold or reused. For that reason prescription lenses are not eligible for return or refund once made.

This does not affect your rights where something has gone wrong. If we have made your lenses to the wrong values, if the product is defective, or if it arrived damaged, we will remake or refund it at no cost to you. Please contact us within 7 days of delivery.

How to start a return

Email us with your order number and a short description of the issue, along with photographs where relevant. We will confirm whether the item is returnable and tell you where to send it.

Refunds

Once we receive and inspect the returned item, we will confirm the outcome by email. Approved refunds are issued to your original payment method. Refunds are processed within 7 working days of approval; your bank or card issuer may take a few days more to show the credit.

Delivery charges already paid are refunded only where the return is due to our error or a defective product.

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