FAQ Return Policy

Contents

1. General Information
2. How do I exchange my sunglasses or eyeglass frame?
3. Can I exchange or return prescription lenses?
4. Do you guarantee the accuracy of my prescription?
5. I received damaged or incorrect product. What now?
6. What is your repair and warranty policy?
7. Can I return non-defective product and get credit?
8. Can you put new lenses into my own frame?
9. Can I return contact lenses?
10. I want to cancel my order.
11. What is your privacy policy?
12. How secure is my information?
13. International Customers

1. General Information
Customer satisfaction is our top priority. As one of the Internet's most successful eyewear retailers, every transaction must result in a pleasant, convenient and successful shopping experience. We guarantee 100% accuracy on all prescriptions or they will be remade at no charge.

To save you money please ensure you have tried on the frame or sunglasses and they are exactly what you want. We guarantee to get it to you at the lowest price in perfect condition.

We are happy to offer a one-time exchange only policy on the return of any eyeglass frame or sunglasses within 30 days of the shipping date. Please note that prescription lenses are not refundable. However if new prescription lenses need to be made on a frame exchange, we will credit 50% of the original lens price towards the cost of the new lenses. Additional shipping charges will apply.

Non-defective products that are returned and not exchanged will be charged a 20% restocking fee.

Please note: each product on your order can be returned for a refund or exchange within the 30 days. This means that if you order 3 items and want to return all 3 items, you must exchange for the same amount of items or be charged re-stocking fees on the items that are not being exchanged.

Should it be necessary to return defective product please note the following:

·  The product must be returned with all original packaging materials, unused warranty cards, and instruction booklets.

·  Before returning an item, please obtain a Return Merchandise Authorization (RMA) number by logging into your account on our website or by emailing us at eyewear_returns@FramesDirect.com.  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.

· Returns must be sent prepaid and insured for the for full price by a trackable carrier such as UPS, Federal Express or the United States Post Office to:
FramesDirect
3100 S. Gessner, Suite 329
Houston, Texas 77063

2. Exchanging Sunglasses or Eyeglass Frames
We are happy to offer a one-time exchange only on the return of any new and unused* sunglasses or eyeglass frame within 30 days of original ship date.

Before returning an item for exchange, please obtain an RMA (Return Merchandise Authorization) number by either login to our website to your account or emailing us at eyewear_returns@FramesDirect.com.

3. Prescription Lens Return and Exchange Policy
All prescription lenses are considered special orders, and are therefore non-refundable. However, we understand there may be times you want to change the frame even though the prescription lenses are perfect. If, within 30 days of receipt of product, you wish to exchange a frame that we have made prescription lenses for, you will be charged or credited the difference of the new frame cost. A lens credit of 50% of the original lens cost will be applied to the cost of any new lenses ordered.  In addition, new shipping charges will incur.

4. Prescription Guarantee
We guarantee 100% accuracy on all prescriptions or they will be remade at no charge. All prescription eyeglasses, prior to leaving FramesDirect.com, pass a stringent quality control hand inspection. The lenses are checked at four different stations for accuracy. We pride ourselves in our workmanship - accurately filling your prescription is our number one priority. In the unlikely event that an error makes it through our system, we will promptly and courteously remake the lenses to our 100% accuracy standard.

5. Receiving Damaged or Incorrect Product

If there is extensive damage to the package when it arrives, refuse the order. If you receive damaged or incorrect product, contact Customer Service IMMEDIATELY at 1-800-248-9427. Please have your Order ID number from the enclosed invoice available.

IMPORTANT: If you have not contacted Customer Service within 3 days of receiving your product, it may have to be dealt with as a manufacturer’s defect directly with the manufacturer.

Depending on the product and its availability, it may take up to 7-10 business days to process your return once the item is back in our possession. Business days are Monday-Friday, excluding federal holidays within the United States. We will notify you of any delays and will do our best to rectify any errors as quickly as possible.

Up to $6.99 of your return shipping costs can be reimbursed for defective product received.

6. Repairs and Manufacturer’s Warranty Policy
You receive the same warranties we receive from manufacturers and suppliers, allowing you full advantage of the warranties available. However, certain product warranty claims are best dealt with directly with the manufacturer and not FramesDirect.com.

The individual product warranties are listed below:

A. Prescription Frames and Sunglasses
All prescription frames are warranted for 1 Year from the date of purchase against any manufacturer’s defects. Manufacturer’s defects include: structural design, hinges, welding points, and colorings. Manufacturer’s defects DO NOT include: flagrant misuse causing frame damage, scratching or tarnish; pet damage; destruction or damage by vehicle; stepping on or sitting on the frame; bending or twisting the frame; or any other damage not considered a manufacturing flaw. 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. Please be advised that all shipping charges are the sole responsibility of the customer. This includes any taxes and duties incurred with international packages.

To determine if your frame falls within the guidelines for manufacturer’s defect, please contact the Return Department at 1.800.248.9427 or email us at eyewear_returns@FramesDirect.com.

B. Prescription Lenses
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.

In the event your lenses scratch to the point you want them replaced, we offer a one (1) time replacement of scratched lenses within a year of purchase date for only 50% of the original cost of the lenses, plus return shipping charges. Please be advised that all shipping charges are the sole responsibility of the customer. This includes any taxes and duties incurred with international packages.

To determine if your lenses fall within the guidelines for 50% lens replacement offer, please contact the Return Department  @ 1.800.248.9427 email us at eyewear_returns@FramesDirect.com.

C. Sunglasses
Certain manufacturers process repairs and warranty defects directly. Dealing directly with the manufacturer can be convenient and save you time and money. Please identify your product from the list below to determine the appropriate manufacturer to return your product to.

IMPORTANT: There is no scratch warranty on sunglass lenses!

Oakley
Oakley only accepts warranty returns for product which does contain Rx lenses.

Any Oakley frame with prescription lenses must be returned directly to FramesDirect.com for repair or warranty. Oakley cannot except product with prescription lenses directly from the consumer. If you are returning an Oakley product without prescription lenses, you must call Oakley at (800) 436-3498 to receive a RMA number before returning any product to them for warranty or repair. Please be sure to include a proof of purchase with your return. A service fee may apply if your product has exceeded the one year warranty. Your RMA # must be clearly stated on the outside of the box. Send your product via trackable courier to:

Oakley
ATTN: Returns Dept.
1 Icon
Foothill Ranch, CA
92610

Luxottica Group Eyewear
Any repairs and warranty defects for the following Luxottica eyewear must be handled directly with the Luxottica Group: (see address below)

Adrienne Vittadini	Polo
Anne Klein	Polo Prep
Arnette	Prada
Brooks Brothers	Prada Sport
Burberry	Ralph Lauren
Chaps	RALPH by Ralph Lauren
D&G	Ray-Ban
Dolce & Gabbana	Revo
Donna Karan	Salvetore Ferragamo
DKNY	Sferoflex
Luxottica	Versace
Miu Miu	Versus
Persol	Vogue

Send your product via a trackable courier along with proof of purchase, a brief description of the problem, your name, address and daytime phone number plus a USD 12.50 processing fee to:

Luxottica Consumer Warranty
P.O. Box 3070
McDonough, GA 30253

Telephone: 1.800.343.5594 M-F 9-5 pm EST

Maui Jim Sunglasses
Any repairs and warranty defects for the following Maui Jim products must be handled directly with Maui Jim, Inc.: (see address below)

Maui Jim Classic
Maui Jim Flexon
Maui Jim Sport
Maui Jim Stainless Steel
Maui Jim Titanium Sport
Maui Jim Titanium ST

Send your product via a trackable courier along with proof of purchase, a brief description of the problem, your name, address and daytime phone number plus an USD 8.95 processing fee to:

Maui Jim® Inc.
Attn: Repair Dept.
One Aloha Lane
Peoria, IL 61615

Telephone:  1.888.352.1999 Mainland US & Canada
1.888.352.2001 Hawaii
33-(0) 4 67 17 09 80 Europe

Bolle Sunglasses
Any repairs and warranty defects for the following products must be handled directly with Bushnell, Inc..

Send your product via a trackable courier along with proof of purchase, a brief description of the problem, your name, your address and daytime phone number plus a USD 5.00 processing fee to:

Bushnell
ATTN: Bolle Repair
8500 Marshall Drive
Lenexa, KS 66214

Costa Del Mar Sunglasses

Send your product via a trackable courier along with proof of purchase, a brief description of the problem, your name, address and daytime phone number plus a USD 8.95 plus tax (where applicable) processing fee to:

Costa Del Mar
ATTN: Repair Department
123 North Orchard Street, Bldg. 6
Ormond Beach, FL 32174
Telephone: 1.800.447.3700 M-F 9-5 pm EST

7. Non-Defective Product Returns
Within 30 days of shipping date, if you wish to return a non-defective item for credit and do not wish to exchange, a 20% restocking fee will apply. After 30 days, the product is non-returnable and non-exchangeable. Credits may take up to 7 days to show up in your account depending on your bank.

Should it be necessary to return new and unused* product without an exchange please make note of the following:

• The product must be returned with all original packaging materials, unused warranty cards, instruction booklets and demo lenses where applicable.

8. Putting New Lenses Into Your Own Frame
Simply mail us the frame and a copy of the prescription for the lenses you want placed in your frame. You will be charged for new lenses plus return shipping.

Please Note: FramesDirect.com is not responsible for damage or breakage to customer's own frame, new or used, if only prescription lenses are ordered.

9. Can I Return Contact Lenses?
Within 30 days of your order only unopened contact lens vials or boxes may be returned or exchanged. A 20% restocking fee will apply to all unopened contact lens vials or boxes returned for credit. No credit or exchanges are permitted on opened boxes or vials.

10. Can I Cancel My Order?
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.** All other orders cancelled after 24 hours will incur a 20% restock fee.

11. Privacy Policy
FramesDirect.com respects the privacy and confidentiality of individuals who visit our web site located at www.framesdirect.com. FramesDirect.com maintains this Privacy Policy to help you understand our commitment to safeguard the privacy of the information you provide to us on this website. This Privacy Policy outlines the information which FramesDirect.com will collect from you on the www.framesdirect.com website and how we will use that information.

Collection of Your Personal Information by FramesDirect.com
FramesDirect.com’s mission is to provide you with personalized services and offerings. To do so effectively, FramesDirect.com collects the following information:

(a) Personally Identifiable Information. FramesDirect.com, through the use of the www.framesdirect.com website, only collects personally identifiable information about you when you voluntarily provide such personally identifiable information to FramesDirect.com using the www.framesdirect.com website. If you do not wish your personally identifiable information to be collected, please do not submit it.

(b) Information from the Use of “Cookies”. The FramesDirect.com website might employ “cookie” technology at times. Cookies are small pieces of data stored in files on your computer allowing the www.framesdirect.com website to track your use of the www.framesdirect.com website as you visit and revisit the FramesDirect.com. The use of cookies by the FramesDirect.com website complies with generally accepted programming standards and practices. Please note that you can choose to block the use of cookies through settings in your web browser but be advised that certain features of theFramesDirect.com website may not work properly without them.

Use of Your Information by FramesDirect.com
It is the policy of FramesDirect.com not to sell, share, transfer, or rent to third parties any information you provide to FramesDirect.com, through the use of the www.framesdirect.com website, without your written consent except as required by operation of the law or in compliance with legal authorities; provided, however FramesDirect.com may share your personal information with certain third parties (“Target Third Parties”) without your written consent in order to further the purpose for which you voluntarily provide FramesDirect.com with the information. Additionally, FramesDirect.com engages third party information management service providers to help maintain efficient operations. Because such information management service providers may access our systems, such information management service providers may have access to your information. FramesDirect.com does not transfer or relinquish ownership of information maintained about you within FramesDirect.com systems and databases to such information management service providers but requires these information management service providers to sign confidentiality agreements to keep all confidential information and other proprietary information found in our systems confidential.

FramesDirect.com routinely collects, compiles, and reports statistics and information reflecting the use of the www.framesdirect.com website and information services in order to enhance advertising services, improve marketing and promotional efforts, analyze www.framesdirect.com website usage, improve FramesDirect.com’s content and layout, generate aggregate reports on trends, interests and behavior and enhance service offerings.

FramesDirect.com reserves the right to take any action FramesDirect.com deems prudent or necessary to safeguard the www.framesdirect.com website and your information in the FramesDirect.com systems and databases from malicious or unwarranted attack by viruses, hackers, or other miscreants.

Collection and Use of Your Information by Third Parties
Please note that when third parties offer services on and through the FramesDirect.com website. We assume each such third party has its own internal privacy policy and data collection and use practices. FramesDirect.com does not have any responsibility for their practices.

Changing and Deleting Your Personal Information
You may request FramesDirect.com change or delete your personal information in FramesDirect.com systems and databases by submitting a detailed description of the desired action to the following e-mail address: info@framesdirect.com.

Please note that after FramesDirect.com processes a change or deletes your personal information from active FramesDirect.com systems and databases, it is possible that non-active residual copies of your information may still exist in FramesDirect.com systems and on archive or backup media.

Your Consent
By using the www.framesdirect.com website, you consent to the collection and use of the above-described information by FramesDirect.com (and Target Third Parties, in which case, once such Target Third Party is in possession of your information, we can not control such Target Third Party’s use of your information). If you do not agree with the terms and conditions stated in this Privacy Policy, please do not access or use the www.framesdirect.com website.

Your Questions and Concerns
If you have questions or concerns about this Privacy Policy or any of FramesDirect.com’s use of your information, please contact FramesDirect.com at the following e-mail address: info@framesdirect.com.

Changes to this Privacy Policy
On occasion FramesDirect.com may amend or change this Privacy Policy by updating or revising this posting, with the revised terms taking effect as of the date of its posting.

12. Security Policy
FramesDirect.com has put in place security measures to protect the loss, misuse, or theft of information under our control. All transactions are protected by Thawte, a world-renowned online security system, ensuring as far as possible that every transaction is 100% safe.

With the rise in fraudulent use of credit card information over the Internet, FramesDirect.com takes credit card security very seriously. Our accounting department may at time request additional information regarding the credit card account that is being used during a purchase to ensure that no improper use takes place. We have your best interests at heart and believe you will appreciate our conviction to your security. We do apologize for any inconvenience if asked to present additional information regarding billing to your credit card.

13. International Customers
If you need to return an item please be sure to declare the item as "Returned Item Without Value" or we have to charge you for any duties incurred by US Customs.

To obtain a RMA #, please email eyewear_returns@framesdirect.com