Returns and Exchanges
What is your return policy?
We offer a 30-day no-quibble return or exchange policy from the date you receive your order, including on prescription lenses. For orders to the UK and US, returns are free — create your prepaid label through our returns portal, or hand the order in
How can I make a return?
For UK and US returns, you can create a pre-paid return label here. You can also drop your return off to any of our stores
How can I request an exchange?
To make an exchange, please contact our Customer Experience team here and let us know what you’d like to exchange to and the reason for the exchange. The team will provide instructions for making the return, and update on the delivery date for your e
Can I return an order in store?
Absolutely. Any of our store teams will be happy to process a refund or exchange for you.
How long will the refund take to hit my account?
Once we receive your return, the refund typically appears on your bank statement within 3–5 working days. It goes back to the payment method you used to order. If it has been longer than that, get in touch and we'll look into it straight away rather
Can I return bespoke or personalised product?
Made to Measure and Bespoke frames, and monogrammed cases, cannot be returned because they are made to you — unless there is a product fault. We will of course do what we can to help resolve any issue with these orders. Prescription lenses are not co
Can i return an unused giftcard?
Yep, unused gift cards can be returned within 30 days of the order date. Contact us here to request your refund.