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Returns

Eyeglasses, Sunglasses and Contact Lenses - Exchanges and Returns

If you wish to return your product for an exchange or refund, please return the item within 30 days of receiving your product. If you are experiencing issues with your prescription lenses, please contact us within 7 days of receiving your product. If you have an issue with your frames or lenses that would be considered a warranty issue, please call us at 1-855 777-6115

Exchanges:
We are happy to offer a one-time exchange on the return of any eyeglasses or sunglasses. There is a fee for exchanging frames , call  for more details. If an exchanged product requires a change of size, color or model, the returned item will be credited toward the cost of your new order and the remaining balance on the new order will be applied to your credit card on file as a new credit/debit. If a credit is issued to your card, please note that credits maybe take up to 5 days to show up in your account depending on your bank.

Store Credits:
If you are not sure what to exchange your frame for, you can take your time to choose and we will give you a store credit. The store credit does not expire and the amount will be directly applied in your account for you to use at your convenience. A store credit of 100% of the price of the frame will be issued if all packaging materials, warranty cards and instruction booklets are included. If these items are not included in your return, we will credit 80% of the price of the frame.

Refunds:
Non-defective warranty products that are returned and not exchanged will be charged a 20% restocking fee. However if you opt for a store credit, you will receive 100% of the value of your returned item. Again, there is an additional fee for orders with prescription lenses,  If a credit is issued to your credit card, please note that the amount of time that it takes a credit to post to your account depends on your banking institution. Please contact your banking institution for details regarding your credit.

Shipping Charges:
Additional shipping charges will apply. The customer pays return shipping which must include a tracking number. We will ship the new item using USPS Priority delivery for domestic orders (paid for by the customer). International shipping rates vary by country. 

How to return an Item

Prescription Lens Returns:

  • If the prescription lenses you ordered are not correct, please return the item within 7 days of your receipt of the product. We guarantee 100% accuracy on all prescriptions or they will be remade at no charge.
  • Please note that since prescription lenses are customized and made specially for you, they are not refundable and can only be exchanged for a fee. If you wish to return eyeglasses with prescription lenses, we will credit 50% of the original lens price towards the cost of the new lenses.
  • We offer a Lens Replacement Service to remake your lenses for only 50% of the cost. This service is offered within 12 months after receipt of the product. To determine if your lenses fall within the guidelines for 50% lens replacement offer, please contact the Returns Department at 1-855-777-6115 or email us at sales@eyeframeslenses.com.

Contact Lens Returns:

 

If you wish to exchange or return contact lenses, please return them within 30 days of your receipt of the product. A 20% restocking fee will apply to all unopened contact lens vials or boxes returned for credit.

Only unopened contact lens vials or boxes may be returned or exchanged. No credit or exchanges are permitted on opened boxes or vials.Any box directly written on and/or marked Right/Left by the customer will not be refunded or exchanged.

How to Return an Item:

 

  1. Before returning a product, please obtain a Return Merchandise Authorization (RMA) number  by emailing us at sales@eyeframeslenses.com. Returns without an RMA will be rejected.
  2. All products must be returned with any unused warranty cards, instruction booklets, cleaning cloths, and cases when applicable.
  3. The RMA number must be written on the outside of the package and/or on the return shipping label. Any returned items that are not accompanied by an official RMA number will not be accepted.
  4. You have 7 business days to mail the package out after receiving an RMA.
  5. We are not responsible for any lost packages. Returns must be sent prepaid by a trackable carrier such as UPS, Federal Express or the United States Post Office to:

Eyeframeslenses-Optical Lab
Returns Dept
4414 16th avenue Brooklyn NY 11204

International Customers (outside of the United States)
If you need to return an item please be sure to declare the item as "Returned Item Without Value" or we have to charge you for any duties incurred by U.S. Customs.

Cancelling an Item:

 

We work hard to ensure you get the fairest price on all your eyewear products. Our buyers use a variety of vendors to save you as much as we can on eyewear purchases - often as much as 50% off regular retail.

Most orders received are processed with our vendors within minutes of their arrival. Once an order has been placed electronically online or with our customer service operators, we will allow you up to 24 hours to cancel the order.

**This 24 hour cancellation policy does not apply to any orders which contain prescription lenses and are ordered directly from the manufacturer. Orders such as these will incur a 50% cancellation fee because your lenses are custom made.**

All other orders cancelled after 24 hours will incur a 20% restock fee.

Warranty Returns:

 

Lens warranty:
The warranty for lenses covers defects in the lens condition or prescription. Lens warranty claims for defects must be made within 7 days of receiving the product. Lens warranty claims for prescription problems must be made within 30 days of receiving the product.  We honor all lens manufacturer's warranties.

Frame warranty:
All prescription frames and sunglasses are warranted against manufacturer's defects.

  • Most manufacturers only offer a one year warranty from the date of purchase.
  • If your product is outside of the one year warranty, please feel free to contact us to see if your product is available with an extended warranty.

The warranty for frames covers manufacturing defects but not damage induced by the wearer or due to excessive conditions such as heat, moisture, breakage, etc. Any warranty item request that does not meet the warranty replacement requirements may be refused and shipped back to the shipping address currently on file with your order. We will not hold responsibility for refused warranty replacements which are not received by the customer.

All warranty claims will be either repaired, exchanged or a store credit given. No refunds will be given on manufacturing defects. Frames which are considered defective will be replaced with a new pair, so long as the frame is still being manufactured. In cases where the frame is listed as discontinued (no longer manufactured), the frame will be replaced with another color or a different model of equal or lesser value. Customers will be contacted in situations such as this.

Prescription Sunglasses:
All prescription sunglasses must be returned to Eyeframeslenses.com. Do not return them to the manufacturer. You will need to contact us before returning your item.

Shipping:
Before shipping an item back for warranty, please obtain a Return Material Authorization. To find out how, please see call us at 1-855-777-6115. Please be advised that all shipping charges are the sole responsibility of the customer. This includes any taxes and duties incurred with international packages