Returns Portal

Didn't like your frame and want to return it? We got you!

What do we offer?

• Most of our frames can be returned for free within 30 days from the day of purchase for customers from the UK, USA and AUS.

• Outlet frames can be returned for a refund or exchange at the customers cost.

• Customised and prescription orders cannot be returned since they are made to order, but you can exchange the frame colour if interested!

• We do not cover returns from other countries, but we offer the option of facilitating the return by using better shipping rates. Our logistic partners allow us to extend their services to our customers and offer a lower shipping cost for those who wish to return the goods, get in touch if you wish to know more.

UK Returns & Exchanges

Simply follow the steps below to generate your pre-paid return label. When creating your return label, you’ll be directed to the carrier that best serves your local area.

1. To start your return, head to our returns portal here (you’ll need your order number handy).

2. Select what items you’d like to return and why. All feedback is good feedback!

3. Re-pack your order, as it arrived.

4. Print your return label and attach it to the outside of your parcel.

5. Place your packing slip, order confirmation or any other means of identifying who you are and your order inside the parcel (This helps us process your return smoothly)

6. Done! Your parcel is now ready to be taken to your chosen drop-off point, which you can find here.

If at any point you need help then please send us an email at or use our live chat feature.

If that does not work, you can try raising the return requst through your account.

Raise your return

International Returns & Exchanges

Click the profile icon in the store's navigation, or click the button below, and then request a return.

1. Log in to your account:

    1. In the Email field, enter your email address, and then click Continue.

    2. In your email account, open the email sent from our store and copy the six-digit verification code included in the email.

    3. Go back to the online store, and then enter a six-digit verification code.

2. Click the order that you want to submit the return for.

3. If your order has more than one item, then select the items that you want to return.

4. Select a return reason and add a note for the store.

5. Click Request Return.

6. We will review the request according to our policies and process it accordingly.

Raise your return

Need help? Get in touch