Last updated: 20 July 2026
The short version
If something isn't right, we make it right. How we do that depends on what you bought:
- Frames & non-prescription sunglasses — love them or your money back, 30 days.
- Prescription lenses — free remakes until they're right. (Custom lenses are cut to your exact prescription, so they can't be refunded — but we'll keep remaking until you're seeing clearly.)
No interrogation either way.
Why prescription lenses work differently
A prescription lens is ground and cut specifically for your eyes — nobody else can use it. So unlike a frame, it can't go back on the shelf, and we can't offer cash back on it. What we can do is far more useful: remake it, free, as many times as it takes to get it right. That's a better outcome than a refund anyway — you end up with glasses you can actually see through, not just your money back and no glasses.
Free remakes — prescription lenses, 60 days
Within 60 days of delivery we'll remake your lenses free if:
- Your prescription was filled incorrectly on our end
- Your prescription changed, or you had it rechecked and the numbers moved
- You're struggling to adapt — common with a first pair of progressives
- You'd like a different lens type, index, or coating than you first chose
- The lenses have a manufacturing defect
We cover shipping both ways on a remake. We'll keep remaking until they're right — we don't cap it at one and walk away.
Money back — frames & sunglasses, 30 days
Frames and non-prescription sunglasses can be returned within 30 days of delivery for a full refund. Free return shipping, no restocking fee, no interrogation about why.
To qualify they need to come back in re-sellable condition — not scratched, bent or broken — with the case and cloth. Try them on, walk around, decide they're not you. Just don't sit on them and send them back.
What about a frame you added a prescription to? We'll refund the frame if it comes back in re-sellable condition; the custom lens portion isn't refundable, but the free-remake promise above still applies to it.
Refunds go to your original payment method within 5–10 business days of us receiving the return. We'll email you when it's processed.
Adjustments
If the frame just needs bending to sit right — nose pads, temple arms, a bit of tilt — most optical shops will do it in a few minutes for free, usually quicker than mailing anything. Prefer we handle it? Send it in and we'll adjust and return it at our cost.
Faulty or damaged items
If something arrives damaged, or a frame fails through no fault of yours within 12 months, we'll replace it. Send us a photo and we'll sort it — no return needed before we ship the replacement in most cases. This covers manufacturing faults, not accidental damage, and not normal wear.
What we can't take back
- Custom prescription lenses (we remake instead — see above)
- Frames damaged by accident, misuse, or an attempted repair by someone else
- Orders outside the windows above (though ask anyway — see below)
Authenticity, guaranteed
Every item we sell is 100% genuine and authentic — brand new, unworn, sourced through authorized channels, and free of defects. If you ever doubt a frame's authenticity, send it back and we'll refund you in full, no questions.
Outside the window?
Ask. The dates above are policy, not a personality. If you've got a reasonable problem and you're a bit past 30 or 60 days, tell us what happened and we'll do what we can.
How to start
Email us with your order number and what's wrong. We'll reply with a Return Authorization (RA) number plus a prepaid label or a remake form — usually the same business day. Please don't send anything back without an RA number, so we can match it to your order. You don't need to fill in anything before you talk to us.