Refund policy

Returns

We accept returns within 7 days of delivery.

You must request your return within 7 days of the date your order was delivered, as shown by the carrier's tracking. Contact us through our contact page or call either shop, and include your order number. Returns we have not authorized will not be accepted.

Approved returns are refunded less a restocking fee of 15% of the item price.

Discounted items, and any item marked "Final sale," cannot be returned or refunded.

Condition

To be accepted, a returned frame must arrive unworn and undamaged, with no scratches, marks or adjustments. It must include its original case, cloth, packaging and any demo lenses it was sent with, and must not have prescription or other lenses fitted by anyone else. If a return arrives in a different condition from the one we sent, we may refuse it and send it back to you at your expense.

Sending it back

Once your return is approved, we will tell you where to send it. You pay for return shipping. Please use a tracked and insured service; we are not responsible for returns that are lost or damaged on the way back to us. Original shipping charges, including any upgrade to Express, are not refunded.

Refunds

We inspect every return when it arrives. Once it is approved, we refund the item price, less the 15% restocking fee, to your original payment method within 5 business days. Your bank or card issuer may take a few more days to show it.

Damaged, faulty or incorrect items

If your order arrives damaged, faulty, or is not the item you ordered, contact us within 7 days of delivery with photos of the item and its packaging. We will arrange the return at our cost, with no restocking fee, and refund you in full or send a replacement if one is available. This applies to final sale items as well.

Exchanges

Every frame we sell online is a single piece, so we cannot exchange one frame for another. Return the frame under this policy and place a new order for the one you want.

Eye exams and prescriptions

Eye exams, prescriptions and prescription lenses are provided by Eye Rx, the practice behind this store, and are covered by their own terms, not by this policy.

Contact

Questions about a return? Use our contact page, or call Arlington at (703) 553-1094 or Dumfries at (571) 404-0188.