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Returns & Exchanges

Easy Returns & Exchanges

Are you trying to return an item from outside of the U.S.?

If you are trying to return or exchange a package from outside the United States, please follow these four easy steps so we can receive your package and process your order as quickly as possible.

  • Step 1: BEFORE YOU SHIP YOUR ITEM:
    • Please email us at eyewear_returns@framesdirect.com or call at 1-800-248-9427 ext. 3.
    • International orders are subject to the same returns and exchanges policies described above.
    • In the event that the return or exchange is an incorrect or damaged order, we will credit the cost of return shipping back to your card.
    • We do not provide free shipping labels or reimburse duties and taxes for international return and exchange orders.
  • Step 2: Once you have received your Return Number from our Returns Department, Double Check your Return Package Checklist:
    • FramesDirect.com Booklet
    • Cleaning Cloths
    • Protective Case (when applicable)
    • Printed page from FramesDirect.com that includes your Return Number. (From Step 1)
  • NOTE: **packages without these items can not be processed.
  • Step 3: Write your Return Number on the outside of the package.
    • If you do not write your Return Number on your package, your return or exchange will not be processed.
    • Your Return Number expires after 30 days
  • Step 4: Send it our way!

    We recommend buying insurance for your returned package in the unlikely event the carrier loses it, as we are not responsible for lost packages.

    FramesDirect.com
    Returns Dept
    2801 S. IH 35, Ste# 170
    Austin, TX 78741-5518

Questions? Concerns? Call our Customer Service Department at 1-800-248-9427 ext. 3

Do you need to return or exchange an item due to preference? (fit, color, size, etc.)

Due to Size, Color, Fit, or Other Preferences

So, you received your glasses in the mail, but they weren’t exactly what you wanted (color, size, style, etc). Don’t worry! We offer 30-day return and exchange policies on all Frames, Sunglasses, and Contacts. (See details below).

See our How To Return or Exchange an Item below for more information on how to return your product.

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 cost of shipping to FramesDirect.com
  • 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 cost of shipping to FramesDirect.com
  • 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 cost of shipping to FramesDirect.com
  • 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.

**Prescription lenses are custom-made and, therefore, cannot be returned or exchanged for full credit. Lens fee applies.

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

Questions? Concerns? Call our Customer Service Department at 1-800-248-9427 ext. 3

Were your prescription lenses incorrect?

If your prescription lenses are not 100% accurate, email us within 30 days of receiving your items and we will replace the lenses free of charge. Frames cannot be exchanged under the lens guarantee.*

* 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.

Questions? Concerns? Call our Customer Service Department at 1-800-248-9427 ext. 3

Did you receive an incorrect or damaged order?

If you receive an item that is damaged or incorrect, we will replace it free of charge.*

* 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.

*Within 30 days of receiving the product.

Questions? Concerns? Call our Customer Service Department at 1-800-248-9427 ext. 3

Want to know if your item is covered under a 1-year 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.*

  • Step 1: See chart below to find out if your item is covered under the Manufacturer’s 1-year Warranty.
  • Step 2: If it is covered, email our Customer Service Department at eyewear_returns@framesdirect.com to receive your free shipping label.
  • Step 3: Visit How To Return or Exchange an Item below to receive your Return Number.
  • NOTE: Packages returned without a Return Number cannot be processed.
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

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

Questions? Concerns? Call our Customer Service Department at 1-800-248-9427 ext. 3

How to Return or Exchange an Item

If you are trying to return an item from outside of the U.S., please visit International Returns before attempting to return your items.


If you are trying to Return a package from the U.S. Please follow these 4 easy steps below to return your item:

  • Step 1: Obtain your Return Number
    • If you have an account with us (or have received your temporary password). If you do not have an account with us, please see instructions below on how to receive your temporary password.
      • Login to your account.
      • Go to → Returns (see example)
      • Select the item that you wish to return and click Request an RMA Number. (see example)
      • Choose Exchange or Return, and explain in a few sentences why you are sending in the product.
      • Receive your Return Number instantly, then Print that page and include it in your package. (see example)
    • If you used guest checkout and don’t have an account with us:
      • Email us at eyewear_returns@framesdirect.com to recieve your Return Number
      • OR

      • Create a temporary password by going to the Login Page and clicking on the Forgot Your Password link below. Enter the email associated with your purchase, and follow the instructions in your email to receive your temporary password.
      • Then view the steps above once you have recieved your temporary password in order to retrieve your Return Number.

      • Forgotten Password
  • Step 2: Double Check your Return Package Checklist:*
    • FramesDirect.com Booklet
    • Cleaning Cloths
    • Protective Case (when applicable)
    • Printed page from FramesDirect.com that includes your Return Number. (From Step 1)
    • **packages without these items can not be processed.
  • Step 3: Write your Return Number on the outside of the package.
    • If you do not write your Return Number on your package, your return or exchange will not be processed.
    • Your Return Number expires after 30 days
  • Step 4: Send it our way!

    We recommend buying insurance for your returned package in the unlikely event the carrier loses it, as we are not responsible for lost packages.

    FramesDirect.com
    Returns Dept
    2801 S. IH 35, Ste# 170
    Austin, TX 78741-5518

Questions? Concerns? Call our Customer Service Department at 1-800-248-9427 ext. 3.

Need to cancel your order?
  • You may cancel your order for a full refund within 48 hours of placing your order by calling 1-800-248-9427.*
  • Restocking fees may apply for frames and/or lenses after 48 hours.
  • 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.

Questions? Concerns? Call our Customer Service Department at 1-800-248-9427 ext. 3

Send Us An Email
Our Certified Opticians are available to help you find your perfect eyewear, confirm your prescription, and answer any other questions you may have. Please complete our contact us form.
Call Us
Our offices are currently closed. Please use the email option above or call us during our regular business hours listed below.
1-800-248-9427
International Customers Call +1 512 402 8557
Monday—Thursday: 8:00am - 7:00pm Central   |   Friday: 8:00am - 6:00pm Central   |   Saturday: 8:00am - 5:00pm Central