Custom prescription glasses are final sale
Your lenses are cut and fitted for one person, one prescription and one frame. They can't be resold, so we don't accept returns or exchanges for:
- Changing your mind about the frame, color or style
- Frame size or fit you chose (check the frame size guide before you order)
- Lens options you chose, like material, anti-glare or tint
- Prescription or PD numbers entered incorrectly at checkout (see our prescription & remake policy)
- A prescription that has expired or changed since your eye exam
- Normal adjustment to new glasses, which can take 1 to 2 weeks
When we'll remake or refund your glasses
We stand behind our work. We'll remake your glasses at no cost, or refund you in full if a remake isn't possible, when:
- Lab error: your lenses don't match the prescription and PD on your order, beyond standard industry tolerances.
- Wrong item: you received a different frame, color, size or lens option than you ordered.
- Defect: the frame or lenses arrive defective. After delivery, frames are covered by our 90-day warranty.
- Shipping damage: your glasses arrive broken or damaged.
How to request a remake or refund
- Email [email protected] within 14 days of delivery.
- Include your order reference (it starts with FE-), what's wrong and clear photos of the glasses and, for shipping damage, the package.
- If we need the glasses back, we'll email you instructions and a prepaid label. Please don't mail anything back without contacting us first.
- For a suspected lens error, we may ask you to have the glasses checked by an optician or eye doctor so we can compare them with your order.
Refunds
Approved refunds go back to your original payment method through PayPal within 5 business days of approval. Shipping is free, so there are no shipping charges to refund or deduct.
Cancelling an order
You can cancel for a full refund within 24 hours of placing your order, as long as your lenses haven't gone into production. Email us right away with your order reference. Once lenses are in production, the order can't be cancelled.
Please contact us first
If something's wrong, email us before opening a PayPal dispute or a chargeback. We answer every message, and it's the fastest way to get a remake or refund.
See also: shipping policy, warranty and terms of service.
Common questions
Can I return prescription glasses I ordered online?
Prescription glasses are custom-made to your prescription and PD, so all sales are final and we don't accept returns for a change of mind, style or fit. If your glasses arrive with a lab error, a defect or shipping damage, we'll remake them free or refund you.
How do I report a problem with my glasses?
Email [email protected] within 14 days of delivery with your order reference, a description of the problem and photos. We'll reply with next steps.
How long do refunds take?
Approved refunds go back to your original payment method through PayPal within 5 business days of approval. Your bank or card may take a few more days to show it.
Questions about this policy? Email [email protected] or use our contact form.
More policies
Prescription & remakes · Shipping · Warranty · Terms of service · Privacy