Return request window
For standard eligible items, contact us within 14 days after delivery if you wish to request a return. Email [email protected] with your order number and reason for the request.
Do not send an item back until support has provided the return instructions and confirmed the correct return destination.
Condition of returned items
Unless the item is faulty, it should be returned with the supplied accessories and packaging and should not show damage beyond what is reasonably necessary to inspect it. Keep proof of postage until the return is resolved.
Prescription and personalised lenses
If an item is faulty, damaged on arrival or not what you ordered, contact us promptly with photographs where relevant. This will be handled separately from a change-of-mind request.
Refund timing
Once an authorised return is received and inspected, we will confirm whether a refund is approved and the applicable amount. Approved refunds are issued to the original payment method; banks and payment providers may take additional time to display the credit.
Your statutory rights
This policy does not replace or reduce rights available under applicable UK consumer law.