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FramesDirect.com > Exchanges and Returns

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 with prescription lenses, click here 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 may 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. If your product contains prescription lenses, then you will receive 50% of the price of the lenses as store credit.

Refunds:
Non-defective frames that are being returned for a refund will be incur a 20% restocking fee. Prescription lenses are non-refundable. However if you opt for a store credit, you will receive 100% of the value of your frame and 50% of the value of your lenses being returned.

Please note that the time it takes a refund to post to your account depends on your banking institution. Please contact your banking institution for details regarding your refund.

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 delivery for domestic orders (paid for by the customer). International shipping rates vary by country.

How to return an Item

• Unconditional 30 day lens guarantee: We guarantee 100% accuracy on all prescriptions or they will be remade at no charge. Please request an RMA (Return Merchandise Authorization) number within 30 days of receiving your glasses.
• If your exchange requires new lenses to be made, then we offer a 50% credit of the value of your original lenses to be applied towards the value of your new lenses.

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 a refund. However if you opt for a store credit or an exchange, you will receive 100% of the value of your purchase.

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.

Please note that the time it takes a refund to post to your account depends on your banking institution. Please contact your banking institution for details regarding your refund.

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

1. Before returning a product, please obtain an RMA (Return Merchandise Authorization) number by logging into your account on our website or by emailing us at eyewear_returns@framesdirect.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. The RMA expires within 30 days.
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:
   FramesDirect.com
   Returns Dept
   2801 S. IH 35, Ste# 170
   Austin, TX 78741-5518

We are not responsible for any taxes and duties incurred for International packages being returned.

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.

Lens warranty:
We honor all lens manufacture’s warranties and every prescription lens we supply automatically comes with a scratch-resistant coating, whereas, most optical companies charge an additional fee for this coating. However, no lens is scratch proof and rough handling or incorrect cleaning can still scuff them up or create surface scratches. The warranty for lenses covers manufacturing defects, such as coatings peeling, but not damage induced by the wearer, such as abuse from rough handling or incorrect cleaning, etc. Any lens 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 be held responsible for refused warranty replacements which are not received by the customer.

Frame warranty:
If an issue arises 30 days after receiving your item, the Warranty policy takes over from the Returns policy. 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 be held responsible for refused warranty replacements which are not received by the customer. IMPORTANT: There is no scratch warranty on sunglass lenses!

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.

Important: In addition to requesting an RMA (Return Merchandise Authorization) number for your product to be replaced under warranty, you must return your product within adequate amount of time to us so that we can return your product to the manufacturer within the allowable warranty period. Please note: Berkshire Chase product offers a 6 month warranty.

Prescription Sunglasses:
All prescription sunglasses must be returned to FramesDirect.com. Do not return them to the manufacturer. You will need to contact us before returning your item. See How to Return an Item.

Shipping:
Before shipping an item back for warranty, please obtain an RMA (Return Merchandise Authorization) number. To find out how, please see How to Return an Item or call us at 1-800-248-9427. Please be advised that all shipping charges are the sole responsibility of the customer. This includes any taxes and duties incurred with international packages.

Warranty by Brand
For some manufacturers, it is better for you to deal directly with the manufacturer as they will process your warranty repair or replacement directly. See the links below for each brand.

List of brands from A-Z: