What to check before ordering
Contact support within 30 days of delivery to request a return, refund, or remake. Include your order number, order email, and a short description. This launch policy applies to frames and prescription glasses; trying on your glasses does not prevent a return.
After we provide return authorization and the correct return address, send the item within 14 days using a trackable service. Return the glasses and included accessories in reasonable condition. Please do not ship to an address from a parcel label without confirmation.
For a change-of-mind or style return, you pay return postage and the original shipping charge is not refundable. There is no restocking fee. We refund the returned product price, including lenses, and applicable tax. Accidental damage, misuse, and unauthorized alterations are excluded unless applicable law requires otherwise.
For an incorrect item, manufacturing defect, or damage in transit, contact us promptly. We cover reasonable return shipping through our instructions and offer an appropriate refund, replacement, or remake. A full-order refund for our error includes original shipping and applicable tax. Photographs may help us resolve the issue without a return.
For prescription or vision concerns, stop using glasses that cause difficulty and contact your eye-care professional when appropriate. We may request the original prescription, PD, and a fit check to determine whether a remake is appropriate. A remake does not replace your available return rights.
We process approved refunds to the original payment method within 7 business days after receiving and inspecting a required return, or after approval when no return is needed. Your bank may take additional time to display the credit. We will notify you if a refund fails or needs follow-up.
You may cancel for a full refund before production begins. Once custom production starts, cancellation may no longer be possible; the return policy still applies. If we cannot fulfill the order or miss the promised shipment date, we offer the required cancellation and refund options. Nothing in this policy limits rights required by applicable law.
Order review checklist
- Confirm the prescription is current and readable.
- Measure PD or choose to send it later before production.
- Compare frame measurements against a pair that already fits.
- Review lens material and coating choices before submitting.
- Save the order number for tracking and support.