Exchange & Return
Exchange
Yes, we offer free exchanges within the first 30 days after receiving your glasses. You can exchange your frame in-store at no extra cost. If you'd like to upgrade your lenses, there will be a cost for the new lenses, but the exchange itself is free.
Please note that exchanges can only be made in-store and not by post.
Yes! We want your vision to be as sharp as your style.
If your new prescription feels a little off or the frames aren't quite sitting right, you’ve got 30 days from the day you receive them to bring them in for an exchange.
A few things to keep in mind:
Give it time: It’s completely normal for your eyes to need a little time to adjust to a new prescription. We usually advise wearing them for 2 weeks to let your brain and eyes fully settle in.
The Process: If things still feel blurry after the adjustment period, pop into a store. All exchanges are handled in-store so our opticians can check the lenses and ensure the fit is 100% spot on.
The Condition: Frames must be in their original, unworn condition to qualify for an exchange.
If a store visit isn't possible, you can read the steps to start a return here.
Changed your mind? No worries. Whether you bought them online or in-store, you have 30 days from the moment you receive them to swap them for a different pair.
The Essentials:
In-store only: We currently only process exchanges at our physical locations. You can find our nearest store here.
The condition: Your frames need to be in original, unworn condition.
What to bring: Your frame(s), case, your order number or email address you used to place your order.
Our team will help you find a better fit and adjust your new frames so they’re just right.
A quick reminder on adaptation: If your vision feels a little strange at first, don't worry! We usually advise wearing your new prescription for 2 weeks to give your brain and eyes time to fully adjust.
Can’t make it to a store? You’ll need to return your order by post for a refund and place a new order online for your preferred pair. You can read the steps to start a return here.
Yes, definitely.
If your online order arrives and they aren’t quite what you expected, just bring them into any of our stores within 30 days of receiving them.
Why in-store only? We want to make sure your next pair is "the one". By coming in, our team can help you find a better fit, check your prescription, and adjust the frames so they feel just right before you walk out the door. You can find your nearest store here.
What to bring:
Your frames and case in original, unworn condition.
Your order confirmation email (on your phone is perfect).
Absolutely. If you love the look but the fit is off—or you’ve spotted another pair you like even more—we’re happy to swap them for you.
How it works:
The 30-day window: You have 30 days from receiving your order to decide.
In-store only: Exchanges need to happen at one of our stores. This way, our team can help you find the right frame and make sure they’re fitted perfectly to your face.
The condition: Just make sure your frames (and lenses) are in their original, unworn condition.
Prefer a refund? No problem at all. If you can't make it to a store or simply want your money back, you can return your order by post. You can read the steps to start a return here.
Sadly, not. Because our lenses are custom-cut and precisely shaped to fit the specific frame you chose, they can’t be moved into a different frame style.
However, we’ve got you covered: If you’re within your 30-day window, you can exchange the entire pair (both frames and lenses) for a brand-new set in a style you prefer.
The Details:
In-store only: Pop into one of our stores so we can help you find your new favourites and ensure the fit is perfect.
Condition: Your current pair must be in original, unworn condition.
Can’t make it to a store? You’ll need to return your order by post for a refund and place a new order online for your preferred pair. You can read the steps to start a return here.
Yes, you can. If you fall in love with a pair that has a different price tag, we’ll settle the difference right there in-store.
How it works:
If the new pair costs more: You can simply pay the difference at the counter using your preferred payment method.
If the new pair costs less: We’ll refund the difference back to your original payment method.
The Essentials:
In-store only: Since we need to process the price adjustment and get your new frames ready, this can only be done at our stores.
30-day window: Just make sure you visit us within 30 days of receiving your original order.
Proof of purchase: Keep your order confirmation handy so we can pull up your details quickly.
Can’t make it to a store? We can't process price differences or exchanges by post. In this case, you’ll need to return your original order for a full refund and place a new order online for your new pair. You can read the steps to start a return here.
Since exchanges happen in-store, your new delivery time depends on whether we have your new pair ready to go or if we need to custom-make your lenses.
The Timeline:
Non-prescription (Sunglasses/Blue Light): If we have your new frames in stock, you can usually walk out with them the same day.
Prescription frames: Because we custom-cut lenses to fit your new frames, delivery times depends on your prescription and type of lenses. Check here for more information.
Home delivery or Store pick-up: You can choose to have your new pair shipped directly to your house or come back to the store to pick them up once they’re ready.
We’ll give you a more specific estimate the moment we process the exchange at the counter.
