Claims and returns

Make a claim

If you are experiencing any kind of problem with the goods you've purchased, simply log in to your customer account and make a make a new claim under "Claims / Returns" tab by clicking the Claim / Return button for the preferred item.

Make a new claim

Properly pack the goods

We require that you return the complete product wiithout any missing components. For glasses this includes the case, the outer box, everything inside the box, any cleaning cloths, and any identifying stickers or tags. Please pack faulty goods in a stiff box and send it by registered post. This is to prevent damage during transport. Place lenses in a case with solution and close it firmly to prevent them from drying out. You will need to send the lenses and ALL packaging, including original box and any remaining, unopened blisters.

Attach a copy of the purchase receipt

To ensure a smooth claim process, please include a copy of your invoice with your return.
If you did not use our online form to make your claim, your return should be accompanied by a letter stating your contact details and order number, as well as description of the product's defect.

Send us the goods

Once you submit a new claim through our online form, our customer service team will contact you within 24 business hours to provide detailed return instructions depending on your location.

Wait for your claim to be processed

Our claims department will need time to process your complaint. You can easily check the status and progress of your claim here.

Monitor the claim status

Processing information

We'll keep you updated on any changes or updates to your claim via email.
Please note that the return procedure will take slightly longer when returning sunglasses and prescription glasses. This is due to the fact that the authenticity and condition of returned sunglasses must first be thoroughly investigated and verified by our main stock department.
We strive to verify all returns within 30 days.