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EXTENDED CHRISTMAS RETURNS
We have extended our return period for the festive season!
If you order between now and Christmas, you have up until January 15th 2024 to return your eyewear.
We suggest you open your order from us when it first arrives, inspect the frame and ensure it is suitable for gifting. In the unlikely event there are any issues with your eyewear then please get in touch with us as soon as possible so we can help rectify the issue.
If you are considering buying someone prescription eyewear for their Christmas, we recommend you purchase our 'frame only' option or opt to 'email your prescription later'. Once the receiver of the gift has tried the eyewear, and is happy with your choice, you can arrange with our team to have prescription lenses fitted. Otherwise you may not receive a full refund when returning glasses fitted with prescription lenses [as these are a customised item].
If you decide you would like to return your order, please let us know as soon as possible after you receive them. You can do this by emailing us at email@example.com with your name, order number and reason for return.
You are responsible for covering the cost of your return.
Once you receive your order, you have 14 days to advise us if you wish to return it and then a further 14 days from there get them to us. All returns must be received in excellent unworn condition, cleaned and unmarked, with all cases, tags and associated paperwork. Please do not remove the tag attached to your sunglass frame until you are certain you wish to keep the model - if this is removed, your return will not be accepted. Please repack the eyewear you're returning carefully inside the case and box, the same way you received it.
Our returns address is:
Pretavoir, 153 Howard St, Glasgow, G1 4HF, United Kingdom.
Normally domestic mail companies offer the best rates but some couriers are also competitive so its best to check your options. Again, please make sure you get a tracked service and retain the tracking number for your own records.
When you return the order please include either the original order paperwork in the parcel or write a simple note with your name, contact details, order number and confirm the reason for return [e.g. does not suit, wrong size, require lenses]. That will make the processing of your return faster once we receive it.
You can use the Pretavoir box for the return - it is sturdy and will protect the glasses.
Please ensure that products are returned unworn and with all accessories, tags and paperwork supplied.
Please make sure you send them with a tracked service and that you keep a note of the return tracking number for your own records.
To check if we have received the return, you can check this tracking number on the relevant couriers website. Once received, we normally process returns as quickly as possible but it can take up to 5 working days. We will email you directly to advise your return has been received and processed.
What is your return policy?
You have 14 days to advise us if you wish to return your eyeglasses or sunglasses, and then an additional 14 days to send them back to us.
All returns must be received in excellent, unworn condition, cleaned, and unmarked, with all cases, tags, and associated paperwork intact. Please do not remove the tag attached to your sunglass frame until you are certain you wish to keep the model, as the removal of this tag will result in your return not being accepted. We kindly ask you to repack the eyewear you're returning carefully inside the case and box, just as you received it.
Please note that prescription lenses are non-refundable, as they are customized items made specifically for you and cannot be returned.
If you have any further questions or wish to initiate a return, please contact our customer support team for assistance.
How long do I have to return?
We accept returns within 14 days of receiving your items.
All we ask is that you follow the steps above and let us know that you're returning your item within 14 days of receiving it. This helps us process your return more efficiently and provide you with the necessary instructions. If you have any questions or need further assistance with your return, please don't hesitate to reach out to our customer support team.
Can I return prescription lenses?
For items with prescription lenses, we cannot refund the cost of lenses once they have been ordered, as these are custom-made to your specific requirements.
If you are unsure whether a frame is the correct size or style for you, we recommend considering the option of ordering the frame only. You can then return the frame to us if it doesn't fit well or meet your style preferences, and we can fit lenses once you are certain that they are the right choice for you. This approach allows you to make a more informed decision about your eyewear.
Can I exchange my eyewear?
We do not offer exchanges.
If you're looking to try-on your frame before settling on your purchase, we ask that you order no more than 1-3 frames to try at home. You can then return the frames for a full refund [please ensure that products are returned unworn and with all accessories supplied]. Please note that if you order more than 3 items and return them all then we do have a 10% restocking fee.
After trying your frames, if you're looking to have optical lenses fitted, we can fit these to your chosen eyewear. We will then send your eyewear back to your address fully fitted with prescriptions lenses with any requested coatings. You will only be charged for the pair you have decided to keep, and we will refund your returned items.
I received free lenses but no longer want the frame, how will I be refunded?
For frames which include free lenses, we will refund the entire cost of the frame (i.e. the cost you paid) for the first return, subsequent returns will be refunded minus £20 for the lens.
I received the incorrect item, what should I do?
All our stock is quality checked at the time of packing, our team will double check your eyewear against your invoice to ensure you're receiving the correct item. In the unlikely event that you receive an incorrect item, please send an email to firstname.lastname@example.org with your order number/name in the subject of the email and we will have someone contact you regarding this.
How many times can I return an order for refund?
Please note that following two unsuccessful (where all items are returned for a refund - twice) then the next order will be subject to a 10% restocking fee of the total cost if at least one item is not kept from that order. This is to keep our prices as low as possible for customers who do not return their items.
My item arrived but it is damaged, what should I do?
We always pack your eyewear in a durable cardboard box, wrap your glasses or sunglasses box in tissue paper before packing it into a sealed envelope. If your package arrives damaged, we ask that you refuse to take the package from courier or that you open the package while they are still there so that you can inspect the goods. Please take images of the box and frame immediately and email or team with your full name, email and order number.
If your order is not as described we can help you resolve it as quickly as possible. Our email address is email@example.com, our UK telephone number is 0141 552 5065 and our International number is 00 44 141 552 5065.
What if I received the wrong prescription or my prescription has changed?
In the rare event that the wrong prescription has been fitted to your glasses, we ask that you contact us as soon as possible so we can help rectify this issue. We understand the importance of clear vision and recommend having a backup pair of glasses to ensure you're not left without your sight. We will work closely with our lab to fix this as quickly as possible for you.
However, it's worth bearing in mind that new lenses or prescription changes can take some time to adapt to. Please consider whether the prescription is correct and you may just need a short tolerance period for your eyes to adjust to the new prescription.
If you have any concerns or need assistance with your eyewear, don't hesitate to reach out to our customer support team.
However, if your prescription has changed since you purchased your glasses and you know this to be the case, then we would recommend our 're-lens service' which will allow you to get new lenses fitted in your exisiting glasses. Click here to find out more about re-lens.
Is there a restocking fee for returning products?
No. However, please note that following two unsuccessful returns in quick succession (where all items are returned for a refund - twice), the next order will be subject to a 10% restocking fee of the total cost if at least one item is not kept from that order. This policy is in place to help us maintain competitive prices for customers who do not return their items and to cover the costs associated with multiple returns. We appreciate your understanding in this matter.
What condition should the product be in for a return to be accepted?
All returns must be received in excellent, unworn condition, cleaned, and unmarked, with all cases, tags, and associated paperwork included. We kindly request that you do not remove the tag attached to your sunglass frame until you are certain you wish to keep the model, as the removal of this tag will result in your return not being accepted.
Please take care to repack the eyewear you're returning carefully inside the case and box, just as you received it. If there is a fault with the frame, please take photographs of the issue and contact us before returning it. This way, we can anticipate your return and address any damages appropriately.
How do I initiate a return?
If you are based in the UK, we offer a subsidised return service through Royal Mail for £3.50, which will be deducted from your return refund. To access this service, please visit Royal Mail Return Service. If you can't print the label, you can request an emailed QR code for the Post Office to scan upon return.
If you have a printer, use our provided return form; otherwise, include a handwritten note with your name, order number, and the reason for returning. Please drop your package at the post office, and you'll receive a postage receipt with a tracking number. The return process may take up to 7 days from the date we receive your parcel, and we'll email you to confirm.
If you prefer not to use our return service, send the package via a tracked service to the address below and keep your proof of postage receipt.
If you are based outside the UK, please send your parcel using a tracked service. Normally domestic mail companies offer the best rates but some couriers are also competitive so its best to check your options. Again, please make sure you get a tracked service and retain the tracking number for your own records.
Can I return products that were on sale or purchased with a discount code?
Yes, we accept returns on these products unless they are in their very final heavy discount phase, which will be clearly stated on the product page. If you have any specific questions about the eligibility of a discounted item for return, please feel free to contact us for clarification.
Are shipping and handling charges refundable for returned items?
No, we do not refund shipping and handling charges unless there is a special circumstance in which we would give a full refund, including the shipping fee. If you believe your situation qualifies for such an exception, please contact our customer support team to discuss it further.
Do you provide a prepaid return shipping label?
No, we do not provide a refund for return shipping costs. However, if you're in the UK, we offer a subsidised return service through Royal Mail. You can access this service by visiting Royal Mail Return Service. This allows for a convenient and cost-effective return option.
How long does it take to process a return and receive a refund?
We aim to confirm the refund has been processed within 7 working days of receiving the return. To keep track of the process, please monitor your tracking information, and we will also contact you shortly via email to confirm receipt and the status of your refund.
What should I do if my eyeglasses don't fit properly or are uncomfortable?
Adapting to new glasses typically takes 3 to 4 days, especially if you're not using a high prescription. The first few days may feel challenging, but with time, your new glasses should fit you perfectly. For some individuals, this adjustment period might extend to a week, but the discomfort usually subsides.
We recommend trying to endure this tolerance period. However, if your glasses remain too uncomfortable, and you're not experiencing any relief, please contact us so that we can work with you to address the issue and find a solution.
Is there a warranty on the products I purchase, and how does it affect returns?
Yes, all our frames come with a 24-month warranty against manufacturer issues. Please note that this warranty does not cover accidental damage, lost, or stolen property. If you encounter any manufacturer-related issues with your frames, please contact us for assistance.