If you would like to submit a return and inquire a refund, please e-mail us at firstname.lastname@example.org about returning the product/s.
We offer full refunds (100% monetary value of the product) for frames-only purchases, for which no lens customisation option has been chosen.
For frames purchases with customised lenses, such as anti-blue or prescription lenses, we will only offer a full refund (100% monetary value of the product) for the frames value. You will not be refunded for the lens customisation price as the lenses would have been adjusted to meet your personal requirements.
For rare cases in which products do not live up to the quality standard due to possible factory/shipping errors, we will take responsibility for the errors and correct the mistake at no cost. Please inform us of any product issues within two days after the order has been delivered.
We do not refund shipping costs.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging (box and accessories).
To complete your return, we require a receipt or proof of purchase.
Please do not send your purchase back to the manufacturer.
Cool-off period & Withdrawal Right
Our policy lasts 14 days. If 14 days have gone by since your order has been delivered, unfortunately we cannot offer you a refund or exchange.
A 14 days period is also applicable for the right of withdrawal, however, this period starts on the day that the order was placed. The right of withdrawal extends to the value of the ordered frames, but not to the lens customisation options as explained in the first section of this page. In you choose to cancel your order before the product/s have been shipped, you will be entitled to receive a refund for the shipping costs as well.
In the case in which a delivery information error has been made when placing your order, or in the case in which the package has not been picked up by you on time, the package will be returned to us by default. If you discover that this is the case and that the product/s have already been returned to us, please contact us at email@example.com and choose if you would like to inquire a refund (for the frames value as mentioned above) or if you would like us to re-ship your package. If you choose for the second option, bear in mind that you will need to pay for shipping costs again.
To avoid this situation, please try to contact us as soon as you discover a mistake with regards to your delivery details and we will be glad to correct it. Once an order has shipped, it is not possible to rectify errors. In addition, follow your order by using the Track & Trace code which is sent to you once your order has shipped to manage your availability for delivery.
Once your return is received, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment.
If you have not received a refund within 10 working days after you have been notified about your approved refund, contact your credit card company and bank. There is often some processing time before a refund is posted. If you still have not received your refund yet, please contact us at firstname.lastname@example.org and we will look into the issue with you.
Only regular priced items may be refunded, unfortunately sale items cannot be refunded. This policy is not applicable for discount codes. The regular return policy explained in the first section applies for items purchased with discount codes.
We replace items for free if they are defective or damaged if you notify us within two days after the delivery of the items. If you would like to inquire a return or exchange, send us an email at email@example.com.
Shipping return products
To return your product, you should mail the product in its original box to: Muntplein 2K, 1012WR Amsterdam, the Netherlands.
You will be responsible for paying the shipping costs for returning your item. These costs are non-refundable.