Our opticians are happy to help you select the right frames and lenses.
If you need help, please call us at (800) 248-9427, option 3. Our Returns & Exchanges Department hours are Monday - Friday: 9:00am - 5:00pm CST.
PLEASE NOTE: We offer a 30-day return with pre-paid return shipping on exchanges of Eyeglasses, Sunglasses, and sealed Contact Lenses. Orders that are returned within 30 days for a refund are not eligible for pre-paid return shipping. If a pre-paid return label is provided and the order is refunded, a $9 shipping charge will be deducted from the refund. To keep our prices low, we do not offer a try-on service and we reserve the right to limit the number of items on an order and to limit the number of returns.
We offer a 30-day return and exchange policy on Eyeglasses, Sunglasses, and sealed Contact Lenses for preference reasons. If a pre-paid return label is provided and the order is refunded, a $9 shipping charge will be deducted from the refund.
Click here to initiate your return
PLEASE NOTE: The below policy does not pertain to warranty issues or other item/order concerns. Please refer to the appropriate section for details on your specific situation.
Eyeglasses or Sunglasses (with or without prescription)
NOTE: If you are only buying frames from us and getting prescription lenses from somewhere else, please refer to the "Eyeglass Frames Only; Non-Prescription Sunglasses" section.
*1. If the value of the exchanged frame is more than the value of the originally purchased frame, the customer will pay the price difference. If the value of the exchanged frame is lower than the value of the originally purchased frame, the customer has the option to receive a credit for the price difference on his/her original payment method or receive in-store credit for the return amount. 2. Customers wishing to exchange their purchase can choose to receive store credit instead of product. 3. Each item may only be returned once for either exchange or refund. 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.
If your prescription lenses are not 100% accurate, we will provide a pre-paid return label for you to return the product within 30 days of receiving your items and we will replace the same lens package at no additional cost or provide a store credit. All lens orders are independently evaluated upon return for correctness. If the order was made accurately according to the prescription originally submitted, refunded orders are not eligible for a pre-paid return label. Products must be returned in the exact condition in which they were received. Products returned for lens issues past our 30-day return window may only be replaced or repaired, not refunded. Replaced lenses must be the same lens type, material, and options as originally ordered.
*NOTE: Please do not attempt to repair eyewear before returning it to FramesDirect.com as this may void the warranty.
If you receive an item that arrived damaged or incorrect, we will provide a replacement, exchange, refund or store credit.
Incorrect or damaged products must be returned within 30 days of receipt in the exact condition in which they were received. This policy does not cover accidental damage. In the event we determine a returned item has signs of accidental damage, we will need to return the item to you. IMPORTANT: Do not attempt to repair eyewear yourself as any alterations (glue, etc.) will void the warranty.
If you notice any defects in your frame or lenses that could be covered under warranty (see chart below), we will repair or replace your item, provided the reported issue is confirmed upon our evaluation and the warranty period has not expired.
If you believe your item could be covered, please contact us online for return instructions.
*Please do NOT attempt to repair eyewear yourself (glue, etc.)– 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.
VirtuClear Lens Inserts for Oculus Go, Rift S, Quest and Quest 2 may only be returned for defects. If a manufacturer defect is found, we will replace them only. Sorry, no refunds.
To request a return label:
InSpatialRx Prescription Inserts for Magic Leap One may only be returned for manufacturer defects. If a manufacturer defect is found, we will be happy to replace them. If your product arrives with defects, contact us within 30 days of receipt. If your product develops a defect after receipt, the warranty is one year. No refunds. Warranty replacements do not start with a new warranty.
Our Eyewear Protection Plan covers a one-time replacement of your eyewear due to a covered breakdown during the 12-month term. A claim co-pay applies.
Filing a claim is easy! Just contact Frames Direct's customer service at 800-248-9427 and let the agent know you've purchased an Eyewear Protection Plan. They'll assist you in getting your claim filed as quickly as possible.