How do I return an item?
We want you to walk away with a smile on your face, so if for any reason you are not satisfied with your purchase, please call us on 00351 232 488 516 with your reason for return. We will get it resolved as quickly as possible for you and provide you with a Return Merchandise Authorisation (RMA) number and a returns form.
How can you inform us about your return or refund?
Give us a call on 00351 232 488 516 from 10am-6pm Monday to Friday or drop us a line at firstname.lastname@example.org.
We aim to reply to all our customer emails within 24 hours and we are happy to return your call during office hours at a time that is more convenient for you. We will need to speak over the phone before authorising a return (see below).
What are the conditions of a return?
You may return or exchange your glasses or contact lenses if you are unhappy with them for any reason, providing that the following conditions are met:
You inform us within 14 days after your product has been despatched. The returned product needs to reach us within 30 days of our original dispatch date.
You include the returns form – along with the Return Merchandise Authorisation (RMA) number we provided you with - in your returned package.
Returns must be in their original condition and with all accessories included in your package (e.g. cases, solutions and cloths).
You will be required to cover any postage costs for returning glasses or contact lenses. However, once the team have received them and checked that the criteria has been met, we will refund the postage costs.
When you do return product we recommend that you obtain proof of postage from the Post Office as we are unable to take responsibility for packages lost in post.
How long do I have to return the glasses or contact lenses?
You have 30 days to return your product (from the dispatch date). However, you will need to get in touch with our team within 14 days so that we can provide you with an authorisation number.
Once I’ve returned my glasses or contact lenses,
how do I know when you’ve received them?
Your product can take a few days to reach us and be processed. We will email you as soon as we have received it. If you don’t hear from us within 7 days, call us on 00351 232 488 516.
Can I return them if I don’t like them?
We cannot take returns if you decide you don’t like the item. We go by the Consumer Contracts Regulations (13 June 2014) which states that if you simply change your mind, you can’t return goods that are ‘tailor made or personalised goods’.
What if a screw has fallen out of my frame?
If a screw is missing or your glasses are broken, return them to us to replace or alternatively, you can take them into a local optician who may request a small fee to fix this for you.
What if my glasses need adjusting after I receive them?
If you need to make adjustments, you can take them into a local optician (who may request a small fee).