We take great pride in the quality of our products and the customer service we provide. If you are dissatisfied with your purchase or you would like a refund on a faulty item(s) please ensure you have read and understood our online Return Policy, Refund Policy and Returns Process below.
We are happy to offer customers store credit (in the form of a gift voucher) to the value of the returned item(s), on change-of-mind purchases if the returned item(s) is received:
- Within 21 business days of ordering (the date your order was placed);
- In the original purchase condition- unworn, unused, unwashed and undamaged;
- With all tags, stickers and protective packaging attached and intact;
- In the original, undamaged product packaging, such as sunglass bag and box;
- With a copy of the original purchase receipt (detailing the order number, customer name, address and date of order).
Customers purchasing any optical product with custom prescription lens please be aware: Unless deemed faulty through manufacturing fault, we are unable to provide a refund or store-credit as these are personalised, custom made-to-order products.
Please make your purchase carefully as we do not provide refunds, or cover the cost of return shipping unless an item is deemed faulty.
Unfortunately, we do not offer free returns and are unable to provide a product exchange at this time.
All products are individually quality checked before leaving our warehouse, shipped in protective packaging and delivered with a trusted shipping provider. On the rare occasion an item is deemed faulty due to manufacturing fault or defect, we are happy to provide a refund of the total purchase amount, or where possible provide a replacement product.
Products deemed faulty are considered to have material or manufacturing flaws that:
- would have stopped you from buying it, if you had known about the fault;
- are unsafe or create an unsafe situation;
- are significantly different from the images or description presented.
A refund will not be issued for any or all of the following reasons:
- If you changed your mind;
- If you accidentally ordered the wrong product;
- If you decided you did not like the product;
- If you found the item cheaper somewhere else;
- If you have no use for the product.
Provided the item(s) are deemed faulty upon return, we will also refund you for the shipping cost incurred to return the product for review. To ensure that this cost is included in your refund amount, please ensure an official copy of the return shipping receipt is included in the return package. Unfortunately, if this document is not provided at the time of return, we will be unable to process this cost as part of your refund.
If an item is returned and not deemed faulty by our team, you will not be refunded and any costs that were incurred to return the product(s) for review will not be refunded.
Please be aware that refunds can only be made to the payment method or credit card used for the original purchase.
In the unfortunate situation where you would like to return your product due to change-of-mind or manufacturing fault, please contact our Customer Service Team to start the Return Process. Please do not return the product without first contacting our Customer Service Team. We cannot guarantee any refund or return credit if this process is not followed.