Returns & Refunds

Returns & Refunds

We want you to love your eyewear. Different rules apply to different items depending on whether they are bought ready to wear or made up with prescription lenses — here is exactly where you stand.

Non-prescription items (frames only & non-prescription sunglasses)

You have 30 days from the day you receive your order to change your mind — more than double the 14 days the law requires. To qualify for a refund, items must be unworn, in their original condition, and returned with all original packaging, cases and accessories. Once we receive and inspect your return, we will refund you within 14 days using your original payment method, including the cost of standard delivery (but not any premium delivery upgrade you chose).

Prescription lenses & glazed frames

Please read before ordering: prescription lenses are made individually to your specification. Under the Consumer Contracts Regulations 2013, custom-made products are exempt from the 14-day cancellation right, so glasses glazed with prescription lenses cannot be returned for a change of mind. This does not affect your statutory rights if anything is wrong with them — see below.

Our non-tolerance promise

Prescriptions occasionally take some getting used to — and occasionally they simply don't feel right. If you are struggling to adapt to your new lenses, contact us within 30 days of delivery. Our specialist team will recheck your order against your prescription, and if the lenses were made incorrectly we will remake them free of charge. If they were made exactly to your prescription but you cannot tolerate them, we will offer one free remake to an amended prescription from your prescriber. We are an extension of a real UK practice — we look after you the same way online.

Responsibility for your prescription: we are responsible for the products we supply — including manufacturing and glazing your lenses accurately to the prescription details you provide. The clinical accuracy and suitability of the prescription itself remains the responsibility of the registered eyecare professional or medical practitioner who tested your eyes and issued it. If lenses have been made accurately to the prescription you supplied but do not feel right, any concern about the prescription itself should be raised with your prescriber — we will gladly help you arrange a recheck, and our remake promise above still applies.

Faulty items

Under the Consumer Rights Act 2015, if your item is faulty you are entitled to a full refund within 30 days of delivery, and to a free repair or replacement for up to 6 months. This applies to every product we sell, including prescription glasses. Manufacturing faults in frames are also covered by the manufacturer's warranty (typically 24 months) — we handle the claim for you as an authorised retailer.

How to make a return

For non-prescription items, the quickest way to return within your 30 days is straight from your account — there's no need to email us first:

1. Sign in to your account. Click the account icon in the top menu (or the Request a return link in our footer), enter your email address, and we'll send you a six-digit code to sign in — no password needed.
2. Choose your items and request the return. Open the order you'd like to return, select the items you're sending back, pick a reason, and submit your request.
3. We'll send your return instructions. Once we approve your request, you'll receive an email with the returns address and how to send your items back. Please use a tracked service — items remain your responsibility until they reach us, and return postage is paid by you (unless the item is faulty or we sent the wrong item, in which case we cover it).
4. We refund you. When your return arrives and has been checked, we'll refund you within 14 days to your original payment method, including standard delivery (but not any premium delivery upgrade).

For faulty items, the wrong item, or any prescription query, please get in touch through our Contact Us page so we can look after it personally.

Nothing in this policy affects your statutory rights.