Our 100% Satisfaction Guarantee
There's no safer place to order glasses online...
We are so proud of the quality of our products and of the feedback we receive from customers. As a result, we have decided to improve our guarantee even further...
If for any reason, within 30 days, you are not thrilled with your new glasses, even if it's an error on your part, we will put it right for you or offer a full refund.
So, what's covered?
Our satisfaction guarantee covers all aspects of your glasses to ensure you always receive a pair of glasses that you love. It covers:
- Exchange your glasses for another pair or refund you, even if you don't like the colour.
- Replace the lenses or refund you, even if you've made a mistake entering your glasses prescription (see note below).
- Replace the lenses or refund you, even if your own optician has made a mistake on your glasses prescription.
- If we are unable to resolve any issues we will, of course, refund you in full.
Plus, every single pair of glasses we supply is covered by our 6-month guarantee against any manufacturing defects. In the highly unlikely event that this should happen, we will either repair or replace the frame at our expense.
A few things to note
- You will need to inform us by email and return your glasses within 30 days in their original condition and without any modifications or adjustments (the same for varifocals, see our varifocal guarantee).
- Glasses cannot be returned for a refund if they have already been exchanged or remade once but we are happy to refund you for the cost of the frame.
- We ask that you check your prescription carefully during the order process and again once you receive your order confirmation email. Please ensure that you have checked your entries thoroughly.
- We cannot offer refunds for our reglaze service where you have supplied the frame but we are happy to make any changes or remake the lenses according to your opticians suggestions should any problems arise with your lenses.
- To return your glasses please email us at: firstname.lastname@example.org