How do I return my order for a refund or replacement?
If your purchase isn’t quite right, don’t worry — returning it is simple. Whether you’d like a refund, replacement, or store credit, the process is designed to be quick and hassle-free.
Return Policy Overview
Returns are accepted for refunds or replacements under the following conditions:
Return Timeframes
Returns are eligible for a refund, store credit, or exchange depending on the timeline and condition of the items.
Refunds: Must be requested within 30 days from the delivery date.
Exchanges/Replacements: Accepted up to 365 days from the delivery date.
Store Credit: May be requested at any time within the 365-day window as an alternative to a refund or replacement.
General Return Policy
Items must be unopened and unmarked to qualify for a return.
Refunds are processed to the original payment method, provided the return falls within the designated timeframe.
If the original payment method is no longer available, we can issue a refund on your PayPal account or a store credit. We cannot issue a refund on a different card than the original.
Step-by-Step Return Process
Request a Return
Provide your order number to our customer support team.
We’ll send you a prepaid return label by email.
Prepare Your Package
Pack your item(s) securely in a box to avoid damage in transit.
Include your packing slip or receipt for faster processing.
Send It Back
Attach the prepaid label to the package.
Drop it off with the carrier listed on your label.
Receive Your Refund or Replacement
Once your return arrives, it is usually processed in 1-2 weeks and the refund is issued after that.
Once issued, processing times for the refund may vary depending on your bank.
Refund and Store Credit Eligibility
Refund Policy
Timeline: Returns for a refund must be initiated within 30 days of the original delivery date.
Full refunds will be issued after the return is processed and the items are verified as being in original condition: contact lens boxes unopened and unmarked and glasses without damage.
Confirmation of refunds, including the receipt, will be sent via email.
Store Credit Policy
If the return is beyond the 30-day refund window but within one year, store credit will be issued instead of a refund.
Returns officially outside the one-year warranty window are typically not accepted, though exceptions for store credit may occur subject to approval in some cases.
Special Cases
Prescription Changes: Items returned due to a prescription change are eligible for a replacement a refund or store credit, depending on the time passed since you received the order.
What Happens After Your Return is Processed?
Allow 1-2 weeks for us to process your return after it reaches the returns department.
You will receive an email confirmation once the refund or store credit has been issued. No further action is required.
Frequently Asked Questions
Can I return my order if my insurance is involved?
Yes, but note that any claim associated with the returned order will be voided once the item is received. This ensures you regain your coverage for future purchases.
Can I request a refund after using the initial return label?
Yes, if you change your mind you can email our team and request a refund.
How long does it take to process a refund?
Once issued by us, it can take 1–3 business days to be processed by your financial institution.
What if an optical store fails to adjust my frames?
Frames must be in new condition to qualify for a refund, regardless of adjustments made elsewhere.
Additional Notes
Always use a sturdy box to ensure items remain undamaged during shipping. Avoid envelopes.
If you need help at any stage of the process, our customer support team is ready to assist.
By following the steps outlined above, your return process will be simple and hassle-free!