RETURNS POLICY
Summary
You have 14 days from receiving your order to return your item. For varifocals or high-index prescriptions, we may offer a longer return period as these lenses can take more time to adjust to. Returns must be in like-new condition with all original packaging. You can use our subsidised Royal Mail returns service for £3.55, which will be deducted from your refund. Please allow up to 7 days after your parcel reaches us for your return to be processed.
Full Details
Return Eligibility
●You have 14 days from the day you receive your order to initiate a return.
●Items must be in like-new, unworn, and undamaged condition, complete with original packaging, case, tags, and any included materials.
●We may offer extra adjustment time for varifocal or high-index prescriptions.
How to Return Using Our £3.55 Royal Mail Service
1. Print or write out your return form.
2. Drop your parcel at your local Post Office.
3. You will receive a postage receipt with a tracking number — please keep this safe as your proof of postage.
4. A subsidised fee of £3.55 will be deducted from your refund if you choose to use our return label.
Returning Without Our Service
If you prefer to arrange your own return, please send your parcel using a tracked postal service to the return address below.
Keep your proof of postage receipt until your return is processed.
Return Address:
Abraham Moss Community School
Crumpsall
Manchester
Processing Time
●Once your parcel reaches us, please allow up to 5-7 days for your return to be inspected and completed.
●You will receive a confirmation email once your refund or exchange has been processed.
Prescription Orders
Prescription lenses are non-refundable.
If you purchased a frame under a promotion where lenses were free, the frame cost will still be refunded (terms apply).
Trying Frames at Home
If you are unsure about fit or style, you can purchase frames without lenses first. Once you are happy, we can fit your prescription lenses afterwards.
FAQ's
Have questions? We’re here to help
How do I start a return?
If you're in the UK, we offer a subsidised returns option via Royal Mail for just £3.50, which is deducted from your refund. We've implemented this to help keep our prices as low as possible for all our customers. You can access this service through our Royal Mail Return Portal.
If you don’t have a printer, you can request a QR code to present at the Post Office. If you do have a printer, please include the provided return form in your parcel. If you don’t have the form, a handwritten note with your name, order number, and reason for returning is also acceptable.
Once your parcel is packed, drop it off at any Post Office and make sure to get a proof of postage receipt with a tracking number. When we receive your return, please allow up to 7 days for us to process your refund. We’ll confirm everything by email.
If you'd prefer not to use our Royal Mail service, you're welcome to return your item using any tracked postal method of your choice. Just remember to keep your proof of postage safe.
If you're returning an exchanged item or requesting a second refund within a 4-month period, a £15 charge will apply to cover the cost of the lenses. This amount will be deducted from your refund.
How long do I have to return my glasses?
You must notify us within 14 days of receiving your order if you wish to return it. From the day you inform us, you’ll then have another 10 days to ensure the item reaches us.
Do I need to pay for return shipping?
Yes, return shipping is not free. We offer a subsidised Royal Mail return label for £3.50. Alternatively, if you prefer not to use our Royal Mail service, you are welcome to send your return using any tracked postal method of your choice.We've implemented this to help keep our prices as low as possible for all our customers.
What condition must the glasses be in to be accepted for return?
All items must be returned in excellent condition — unworn, unmarked, and properly cleaned. The original tag must still be attached to the glasses. We also require the return of all original packaging, including the glasses case, box, tags, and any paperwork.
If these conditions are not met, your return will not be accepted and the item will be sent back to you.
What if I lose the original packaging?
If the original packaging is missing, we may not be able to accept the return or provide a full refund. Please contact us first before returning.
Are prescription lenses refundable?
Prescription lenses are custom-made to your requirements and therefore non-refundable. If you weren’t charged for the lenses (e.g., during a promotion), your full frame cost will still be refunded.
If you are returning an exchanged item or requesting a second refund within a 4-month period, a £15 lens charge will apply and be deducted from your refund.
Can I return just the frame and keep the lenses?
No, the frame and lenses must be returned together. We do not accept partial returns, as removing the lenses yourself may damage the frame.
Can I exchange my glasses for another pair?
Yes, exchanges are available. Please contact our customer care team to arrange your preferred replacement item.
Exchanges must be made for a product of equal or higher value. If you choose an item with a higher price, you’ll need to pay the difference. If you choose a lower-priced item, we will not refund the difference.
How long does it take to get my refund?
Refunds are typically processed within 7 days of us receiving your returned item. You will receive an email confirmation once your refund has been issued.
What happens if my return is rejected?
If your return doesn’t meet our policy requirements, we will contact you to arrange return of the item back to you.
Do I need proof of postage?
Yes. We strongly recommend using a tracked return service and keeping your proof of postage. We are not responsible for any lost returns.
Can I return glasses I bought on sale or with a promo code?
Yes, unless stated otherwise. Items purchased using promotional discounts can usually still be returned. Any exceptions will be clearly marked at the time of purchase.
Can I return multiple items in one parcel?
Yes, you can return multiple items in one parcel, but please ensure all items are securely packed and correctly labelled.
Can I return international orders?
Yes, but international customers must arrange and pay for their own return shipping using a tracked courier service. Please contact us before sending.
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