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Returning an item

RETURNING AN ITEM

If you’re not completely satisfied with an item and it is unused, shows no signs of use and remains in the original packaging you can return it to us within 12 months of purchase for a full refund.

Contact lenses and bespoke products (such as prescription eyewear) that is in perfect condition can be returned to us within 14 days of purchase for a full refund. You will ONLY receive a full refund on the FRAME component of your order, not the prescription lenses.

If your item has developed a fault, please read the information on our Warranty Claims section.

For further information regarding our 12 months return policy please read our 12 Months no quibble returns policy below.

For general information on returns, please read our Returns FAQ below.

 


RETURNING ITEM(S) FROM MALTA

Step 1 You will need to complete a product returns form and place this in the box along with your item(s), the product return form can be found by clicking here.

Step 2 You can post the product to us (at a cost to you) or you can drop the product off to our store.

EUROPEAN UNION RETURNS

Step 1 You will need to complete a product returns form and place this in the box along with your item(s), the product return form can be found by clicking here.

Step 2 Please ensure your item(s) are returned in the box they were dispatched or something similar to ensure they are not damaged during transit, we advise that you avoid padded envelopes as we cannot be responsible for damages caused during transit.

Step 3 Ship your return to:

EYEWEARTHESE.COM
RETURNS DEPARTMENT
BIRKIRKARA
70, Naxxar Road,
Birkirkara
MALTA

We recommend posting your item(s) using a tracked or signed for service as proof of delivery. Items shipped within the European Union will be refunded upto the maximum of fifteen euros. Once received we will inspect the goods and process within 24 hours.

USA RETURNS

Step 1 You will need to complete a product returns form and place this in the box along with your item(s), the product return form can be found by clicking here.

Step 2 Please ensure your item(s) are returned in the box they were dispatched or something similar to ensure they are not damaged during transit, we advise that you avoid padded envelopes as we cannot be responsible for damages caused during transit.

Step 3 Ship your return to:

EYEWEARTHESE.COM
RETURNS DEPARTMENT
BIRKIRKARA
70, Naxxar Road,
Birkirkara
MALTA

We recommend posting your item(s) using a tracked or signed for service as proof of delivery. Items shipped within the European Union will be refunded upto the maximum of fifteen euros. Once received we will inspect the goods and process within 24 hours.

CANADIAN RETURNS

Step 1 You will need to complete a product returns form and place this in the box along with your item(s), the product return form can be found by clicking here.

Step 2 Please ensure your item(s) are returned in the box they were dispatched or something similar to ensure they are not damaged during transit, we advise that you avoid padded envelopes as we cannot be responsible for damages caused during transit.

Step 3 Ship your return to:

EYEWEARTHESE.COM
RETURNS DEPARTMENT
BIRKIRKARA
70, Naxxar Road,
Birkirkara
MALTA

We recommend posting your item(s) using a tracked or signed for service as proof of delivery. Items shipped within the European Union will be refunded upto the maximum of fifteen euros. Once received we will inspect the goods and process within 24 hours.

ALL OTHER NON-EUROPEAN RETURNS

Step 1 You will need to complete a product returns form and place this in the box along with your item(s), the product return form can be found by clicking here.

Step 2 Please ensure your item(s) are returned in the box they were dispatched or something similar to ensure they are not damaged during transit, we advise that you avoid padded envelopes as we cannot be responsible for damages caused during transit.

Step 3 Ship your return to:

EYEWEARTHESE.COM
RETURNS DEPARTMENT
BIRKIRKARA
70, Naxxar Road,
Birkirkara
MALTA

We recommend posting your item(s) using a tracked or signed for service as proof of delivery. Items shipped within the European Union will be refunded upto the maximum of fifteen euros. Once received we will inspect the goods and process within 24 hours.

 

RETURNS FAQ:

Below we have an FAQ section, here you will find our most popular questions relating to product returns. If you are still unsure or cannot find the information you desire, please use the contact us form below.

What is your returns policy?


We make it simple for you – if you are not completely satisfied with your purchase, simply return the item or items to us in their original condition within 365 days of receipt. We will issue you a refund on receipt, or exchange for a different product. Contact lenses and custom products (such as prescription eyewear) have a 14 day return policy. Please note that only the frame component of prescription eyewear is refundable, NOT the lenses.

How do I make a return?


Just follow the instructions and guidelines above to get the best and fastest return service. Once we have processed your return we will send you an email to let you know. Refunds will be made back to the original payment method and exchanges will be processed and posted to you. Just be aware that exchange items will not appear in your online account.

What do I need to do when returning my item(s)?


Please follow the instructions at the top of this page to get the best and fastest returns service. If you still have questions please contact us and we’ll do everything to help.

Do I need to contact you before making a return?


There is no need to contact us before returning an item. Just follow the instructions above to get the best and fastest return service.

How long do I have to return an item?


We have a 365 days returns policy for non-prescription eyewear and goggles and a 14 day returns policy for contact lenses and custom made product such as prescription eyewear. If you’re not completely satisfied with an item and it has not been used and remains in its original packaging you can return it to us within 12 months of purchase for a full refund.

Does my return have to be in the original packaging?


Yes, if the product is returned in its original packaging, including labels, we will be able to process your return much quicker. If packaging (such as the cellophane sealing a contact lens box) has been removed we will not be able to accept the return.

What if my item is faulty?


If you think your item is faulty you should get in touch with our Warranty Team to initiate a warranty claim.

Where do I find my Order Number and Stock ID?


Your order number will be on your delivery invoice, confirmation or dispatch email or in ‘Your Account’ and starts with ‘CRC’ followed by numbers, for example CRC1619026599.

How do I return a used/broken item?


If your item has been used and there is a problem with the product you can raise a warranty claim with us. All the information you need to do this is on our Warranty Claims page. Once we receive your query we will make every effort to get your claim assessed quickly and get you back to you with the next steps.

Who pays for my return delivery cost?


If the item is being returned as a result of our error, (damaged, defective, wrong item sent etc), we will refund Royal Mail First Class or Standard Parcel postage costs. Other returns are payable by you and non-refundable. If you are in the UK you can use or free Collect+ service. For large items or from regions were local postage is very costly please contact us for additional options.

I’ve returned my item, what happens next?


Once we receive your goods, which can take up to 7 working days depending on the postal service you used and what part of the world you are in, we will process your return within 24hrs.

What if there is an issue with my return request?


Don’t worry if there are any problems a member of our team will be in touch to sort it out. They will email you at the email address you used when placing the order.

Can I return an item I bought in store to the website and vice versa?


The simplest way to return an item is to return it to where you bought it. This gives you the flexibility to get a refund or pick another item (or items) to exchange it with.

Can I claim a refund for customs duty?


If you have paid duty for the order you received and you’re returning it to us, you should be able to claim a refund of duties from your local customs authority. To find out how and for any other queries about customs duty please contact your local customs authority.

Where will my refund be paid to?


Your refund will be paid back to you via the original payment method you used to purchase the item. If you know that the payment method you used on your original order is no longer available then please contact us.

 

12 MONTH RETURN POLICY

Thank you for your query regarding the return of you product. Please read the below information regarding the timing of your purchase so you clearly understand how we will proceed with your return.

 

RETURN OF GOODS UNDER SIX MONTHS SINCE THE DATE OF DELIVERY

Eyewearthese.com operate under standard consumer rights

Under the standard consumer rights you have the right to return your order up to 14 days from the day you receive your goods.

If your goods are faulty the standard consumer rights entitle you to reject a faulty item and get a full refund, this period is 30 days from the day you received the goods. If you have returned your goods and we have failed to repair or replace a faulty item you are entitled to ask for a refund or price reduction. If you do not want a refund or price reduction, you have the right to request another repair or replacement at no cost to you.

Please note, if you discover a fault within the first six months from purchase it is presumed to have been there since the time of purchase – it is not up to you to prove that it was. No deduction can be made from a refund in the first six months after purchase. After the period of six months it up to you to prove that the product was faulty at the time of delivery. Prescription eyewear (the lens part of the order) and contact lenses are NOT covered by the 12 month return policy.

RETURN OF GOODS SIX MONTHS OR MORE SINCE THE DATE OF DELIVERY

If it has been six months or more since the delivery of your goods please follow the details which best describe your return.

Goods that surpass a six month period from the date of delivery and show no signs of wear and tear.

Eyewearthese.com  run a no quibble return policy for our customers, this period is 12 months from the date of purchase and the goods MUST be in the same condition they were delivered, include all tags in original location, show no marks of wear-and-tear and accompanied with the box, cleaning cloth and paperwork they were supplied with, again, in an unused condition. If your goods match this, Eyewearthese.com will honour our 12 months no quibble return policy and refund you in full. Prescription eyewear (the lens part of the order) and contact lenses are NOT covered by the 12 month return policy.

If goods are over six months since the date of delivery and are found to be faulty, as long as the goods are in the same condition they were delivered, include all tags in original location, show no marks of wear-and-tear and accompanied with the box, cleaning cloth and paperwork they were supplied with, again, in an unused condition, Eyewearthese.com will honour our 12 months no quibble return policy and refund you in full.

To return please send your goods in the box they were shipped in (or something similar that will protect them during transit) accompanied with a note outlining the return and your name and invoice number to:

EYEWEARTHESE.COM
RETURNS DEPARTMENT
BIRKIRKARA
70, Naxxar Road,
Birkirkara
MALTA

We recommend shipping your goods by a traceable service such as Royal Signed For.

GOODS THAT SURPASS A SIX MONTH PERIOD FROM THE DATE OF DELIVERY AND SHOW SIGNS OF WEAR AND TEAR OR DAMAGE.

Eyewearthese.com will assess every case individually. In the event that goods have not been reported faulty within the first six months we will ask the customer to return the goods to our customer services department for assessment. The result of this assessment will result in either a price reduction or offer of a replacement at a reduced price. Price reductions will take the form of a refund (the scale of which depends greatly on the condition of the goods being returned) and is not negotiable. Where goods are beyond repairing for re-sale we will offer a reduced price on a replacement and return the damaged pair to you. Prescription eyewear (the lens part of the order) and contact lenses are NOT covered by the 12 month return policy.

To return please send your goods in the box they were shipped in (or something similar that will protect them during transit) accompanied with a note outlining the return and your name and invoice number to:

EYEWEARTHESE.COM
RETURNS DEPARTMENT
BIRKIRKARA
70, Naxxar Road,
Birkirkara
MALTA

We recommend shipping your goods by a traceable service as we are not responsible for goods in transit.

Contact us form