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: 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 Contact Lenses for preference reasons.
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.
Eyeglass Frames Only
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.
**Prescription lenses are custom-made and cannot be re-sold, therefore we don't apply full credit on returns and exchanges. Lens fee applies.
If your prescription lenses are not 100% accurate, return the product within 30 days of receiving your items and we will replace the lenses free of charge. Frames may not be exchanged under the lens guarantee. Please note that customer preferences do not constitute an accuracy issue and will be considered a non-warranty exchange. Examples of this include but are not limited to: deciding to add or remove Transitions, changing lens type such as Single Vision to Progressive, etc. See policy on returning for preference. Products must be returned in the exact condition in which they were received. Products covered under warranty may only be replaced or repaired, not refunded. Replaced lenses must be the same lens type, material, and options as originally ordered.
* 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. Replaced lenses must be the same lens type, material, and options as originally ordered.
If you receive an item that is damaged or incorrect. We will replace your item free of charge, provided the reported issue is confirmed upon our evaluation. Damaged or incorrect items will be replaced, not refunded. No changes to the replacement are allowed.
In the rare case your frames have a warranty issue and have been discontinued by the manufacturer, we will issue you a credit for the amount paid for the frames. This credit can be applied toward a new, different frame of your choice.
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, and Quest 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.