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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 outside the United States and need to return your item, email us at eyewear_returns@framesdirect.com or call our Customer Service Department at +1 512 402 8557 and dial Option 3.

Our hours are Monday - Friday: 9:00am - 5:00pm CST
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

*1. 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.2. Customers wishing to exchange their purchase can choose to receive store credit instead of product. 3. FramesDirect.com reserves the right to limit the number of returns and/or exchanges at any time. 4. Savile Row eyewear is made-to-order, and therefore, cannot be returned or exchanged for any reason other than manufacturer defect.

**Prescription lenses are custom-made and cannot be resold, therefore we don't apply full credit on returns and exchanges. Lens fee applies.

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

Our hours are Monday - Friday: 9:00am - 5:00pm CST
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. Products covered under warranty can only be replaced or repaired, not refunded.

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

Our hours are Monday - Friday: 9:00am - 5:00pm CST
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 within 30 days of receipt in the exact condition in which they were received. Do not attempt to repair eyewear yourself. Products covered under warranty can only be replaced or repaired, not refunded.

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

Our hours are Monday - Friday: 9:00am - 5:00pm CST
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. Products covered under warranty can only be replaced or repaired, not refunded.

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

Our hours are Monday - Friday: 9:00am - 5:00pm CST
How to Return or Exchange an Item

If you are returning an item from outside of the U.S., please email us at eyewear_returns@framesdirect.com or call our Customer Service Department at +1 512 402 8557 and dial Option 3.

Here are instructions for returning a package inside the United States:

Step 1: Obtain your Return Number

If you have a FramesDirect.com account:
(you can create a temporary password by going to the Login page, entering the email associated with your purchase, and clicking Forget your 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)

OR If you used guest checkout, email us at eyewear_returns@framesdirect.com to receive your Return Number

Step 2: Repackage your item

The following items must be present in order for the return to be processed:

  • Protective Case (when applicable) and cleaning cloth
  • Printed page from FramesDirect.com that includes your Return Number
  • The box it came in (or another hard box with appropriate padding materials to protect the eyewear)
  • Printed page from FramesDirect.com that includes your Return Number.

Step 3: Write your Return Number on the outside of the package.

Your return or exchange will not be processed without it!

please note: your Return Number expires after 30 days

Step 4: Send it our way!

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

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

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

Our hours are Monday - Friday: 9:00am - 5:00pm CST
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
1-800-248-9427
International Customers Call +1 512 402 8557
Monday–Thursday: 8:00 a.m. – 7:00 p.m.
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Friday: 8:00 am–6:00 pm
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Saturday: 8:00 am–5:00 pm
Times displayed in Central Time (UTC-6)