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Returns & Exchanges
Easy Returns and Exchanges

Easy Returns & Exchanges

Here at FramesDirect.com, we want you to be 100% satisfied with your order! We warranty our frames and lenses for manufacturer defects for one full year! And, you may return or exchange your product within 30 days of your receipt (please see details in the menu below for specifics on returns, exchanges, and warranties).

Please note that Savile Row eyewear is made-to-order, and therefore, cannot be returned or exchanged for any reason other than manufacturer defect.

Returns & Exchanges Due to Size, Color, Fit, or Other Preferences

You can return or exchange items for any reason within 30 days of receiving them. Just call our customer service department first at 1-800-248-9427 so that they can get you started with the return or exchange process.

30-Day Exchange Policy 30-Day Return Policy
Non-Prescription Eyewear
  • Free exchange*
  • Customer pays cost of shipping to FramesDirect.com
  • Original packaging must be included
  • Full purchase price refunded minus 10% restocking fee
  • Customer pays shipping costs
  • Original packaging must be included
Prescription Eyewear
  • Free exchange*
  • If new lenses required, 50% of original lens price† credited towards new lenses
  • Customer pays cost of shipping to FramesDirect.com
  • Original packaging must be included
  • Full purchase price refunded minus 50% of the lens price†
  • Customer pays shipping costs
  • Original packaging must be included
Contact Lenses
  • Free exchange*
  • Customer pays cost of shipping to FramesDirect.com
  • Original, unmarked, unopened boxes must be included and in good condition
  • Full purchase price refunded minus 10% restocking fee
  • Customer pays shipping costs
  • Original, unmarked, unopened boxes must be included and in good condition

*If the value of the exchanged item is more than the value of the originally purchased item, the customer will be charged the price difference. If the value of the exchanged item is lower than the value of the originally purchased item, the customer will receive a credit for the price difference on his/her credit card.

*Customers wishing to exchange their purchase can choose to receive store credit instead of product.

†Prescription lenses are custom-made and, therefore, cannot be resold.

Returns & Exchanges Due to Incorrect or Damaged Order

If your lenses are not 100% accurate or you receive an item that is damaged, we will replace them free of charge. Simply call our customer service department at 1-800-248-9427 within 30 days of receiving your item to start the exchange process and get your free return-shipping labels.

30-Day Exchange Policy
All Eyewear & Contact Lenses
  • Free exchange for same product (as well as any prescription corrections)
  • Free shipping both ways
  • Original packaging must be included

* Products must be returned in the exact condition in which they were received. Please do not attempt to repair eyewear before returning it to FramesDirect.com.

** Note: Exchanges requesting a change in prescription will incur a 50% lenses remake fee as lenses are custom made.

Exchanges Due to Defects Covered by 1-Year Warranty

All of our frames and prescription lenses are covered by a 1-year manufacturer's warranty. If you notice any defects in your frame or lenses that are covered under our warranty (see chart below), we will repair or replace your item free of charge, as long as it is returned to us within one year of purchase. Call our customer service department at 1-800-248-9427 to find out if the damage is covered under our warranty and to get your free shipping labels.

Please do NOT attempt to repair eyewear yourself – we cannot accept products that have been tampered with for exchange under a manufacturer's warranty.

What's Typically Covered What's Not Covered
Lens Defects
  • Cracks not caused by rough handling
  • Peeling coatings
  • Exposure to excessive heat or cold
  • Prolonged exposure to water
  • Rough handling
  • Improper cleaning
Frame Defects
  • Stripped screws
  • Broken nosepad posts
  • Broken or loose hinges
  • Dislodged jewels or logos
  • Oxidation or discoloration
  • Excessive exposure to heat or cold
  • Prolonged exposure to water
  • Rough handling
  • Improper cleaning
International Returns & Exchanges

International orders are subject to the same returns and exchanges policies described above. We do not provide free shipping labels or reimburse duties and taxes for international return and exchange orders. However, we will credit the cost of return shipping back to your card, if the reason for return or exchange is an incorrect or damaged order.

How to Return or Exchange an Item

Please follow the steps below to return an item:

  1. Before returning a product, you must 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 number will be rejected. Note: Guest checkout customers need to email or call customer service for an RMA number since a permanent account was not established at the time of checkout.
    Please Note: Savile Row eyewear is highly customized and made to order, therefore, returns for refunds or exchanges are not applicable.
  2. All products must be returned with any unused warranty cards, instruction booklets, cleaning cloths, and cases when applicable.
  3. REQUIRED: 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. (Note: The RMA expires within 30 days.)
  4. 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

    NOTE: We are not responsible for any lost packages. We encourage you to buy insurance for your returning package in the unlikely event the carrier loses it.

Order Cancellations

You may cancel your order for a full refund by calling 1-800-248-9427 within 48 hours of placing your order. If your order has already been shipped, it cannot be canceled. However, you may still return or exchange the item (see policy details above).

Savile Row eyewear orders must be canceled within 24 hours of placing your order.

1-800-248-9427 (CST/CDT)
International Customers Call +1 512 402 8557
Monday–Thursday: 8:00am - 7:00pm   |   Friday: 8:00am - 6:00pm   |   Saturday: 8:00am - 5:00pm
Certified Opticians Available
Our Certified Opticians are available to help you find your perfect eyewear, confirm your prescription, and answer any other questions you may have. For questions outside of our call-center hours, please complete our contact us form.