Refund policy

Custom-Made Prescription Glasses

All prescription glasses are custom-made and glazed specifically to your prescription.

Once the glazing process has begun, we are unable to offer refunds, as these lenses have been made uniquely for you and cannot be resold.

This is standard practice throughout the optical industry and is in accordance with UK and EU consumer regulations regarding personalised products.

40-Day Exchange Guarantee

Not quite the right frame? No problem.

We want you to love your new glasses, which is why every pair of prescription glasses comes with our 40-Day Exchange Guarantee.

If you've changed your mind about the frame style, simply get in touch within 40 days of receiving your order, and we'll help you exchange them.

How It Works

  1. Email us with your order number and the frame you'd like to exchange for.

  2. We'll confirm availability and provide return instructions.

  3. Return your original glasses in an unused condition (return postage is the responsibility of the customer).

  4. We'll arrange your replacement pair and get your new glasses made for you.

Shopping for prescription glasses online should be stress-free, and our exchange guarantee means you can order with complete confidence.

If Something Isn't Right

We will always remake or replace your glasses at no cost to you if:

  • The wrong prescription has been fitted.

  • The incorrect lens type has been supplied.

  • Your glasses arrive damaged.

  • There is a manufacturing defect or fault.

Frame Only & Sun Lens Style-On Returns

If you've purchased a Frame Only order or a Sun Lens Style-On, you can return it within 40 days of receiving your order for a full refund, provided the item is returned in its original, unused condition.

Please contact us before returning your item so we can provide you with the correct return instructions.

Return Shipping Costs
In accordance with UK and EU consumer legislation, customers are responsible for the cost of returning items when exercising their right to exchange, unless the item is faulty, damaged, or incorrect, or where we have agreed otherwise. We recommend using a tracked postal service, as returned items remain the customer's responsibility until they are received by us.