Returns & Replacements
We want you to shop with confidence. This page explains our return, replacement, and refund process in a clear and friendly way, so you know what to expect if you need help after receiving your order.
Because prescription eyewear is made to your individual order, some return conditions may apply. Our team will always review requests carefully and help you find the most reasonable next step.
How It Works
Send us your order number and a short description of what you need help with.
Our customer care team will review your request and reply with the next steps.
If a return is approved, we’ll explain how and where to send the item back.
After verification, we’ll process the approved refund, replacement, exchange, or store credit.
Return Window
You may request a one-time exchange or refund within 30 days after delivery of your order.
What We Usually Need
- Your order number
- A brief explanation of your request
- Photos, if they help explain the issue
Return & Replacement Overview
Prescription lenses are custom-made for each customer’s individual order. This is why we review return and replacement requests carefully, especially for larger multi-pair orders. Our goal is to keep the policy fair, practical, and helpful for normal customer needs.
- For approved returns of 1–2 pairs, no handling fee applies.
- For approved returns of 3 or more pairs, a 35% handling fee may apply.
- Refunds are generally sent back to the original payment method after the returned item is received and verified.
- Store credits and replacement pairs are non-refundable once issued.
- Return shipping is generally the customer’s responsibility unless otherwise confirmed by our team or required by law.
| Request Type | Availability | Notes |
|---|---|---|
| Refund | Available if approved | Issued to the original payment method |
| Replacement | Available if approved | Replacement orders are non-refundable once issued |
| Store Credit | May be offered where applicable | Non-refundable once issued |
Larger or Related Orders
For larger multi-pair orders or closely related orders, we may review the request as a whole so the return process remains fair and consistent.
- Related orders may include orders using the same shipping address, recipient, phone number, payment method, or other materially related order details.
- Where related orders are identified, return limits, eligibility rules, and any applicable handling fees may be reviewed based on the combined order activity.
Keeping the Policy Fair
Our return policy is designed for normal customer needs. In uncommon situations involving unusually large purchases, repeated high-return patterns, or clearly inconsistent use of the policy, we may review the request more carefully.
Depending on the situation and applicable law, we may offer a replacement, store credit, partial refund, or another reasonable resolution.
Situations That May Not Qualify
- Items damaged by misuse, accidents, negligence, or improper care
- Items altered after delivery
- Requests made outside the return window
- Replacement items or store credits already issued
- Cases where the order or return details cannot be reasonably verified
Need Help?
If you’d like to start a return or replacement request, please contact us and include your order number.
FAQs
How long do I have to request a return or exchange?
You may request a one-time exchange or a refund within 30 days after delivery of your order, subject to our review and policy conditions.
Can I request a replacement instead of a refund?
Yes. Depending on the situation, we may offer a replacement or exchange where applicable and approved.
Will I need to pay return shipping?
In most cases, return shipping is the customer’s responsibility unless otherwise confirmed by our team or required by law.