FAQ
Are prescription lenses refundable?
Do my prescription lenses come with a warranty?
Does my purchase come with a Warranty?
What should I know about International Orders?
If you need to cancel your order for any reason, you will have 24 hours from when your purchase was made to request a cancellation. Cancelling is free if you notify us by email within 24 hours from purchasing your frames. Cancellation requests received after 24 hours of placing your order will have a $20 cancellation fee applied to the refund of the frame, while custom lenses are refundable only at 50% as our lab has already begun processing your lenses. If you’d like the refund issued back in the form of store credit, you’d be eligible for 100% minus shipping fees.
Once your order ships you will not be able to cancel your order, after which time the standard return policy will apply.
*SHIP SAME DAY Items may ship out prior to message being reviewed. If the item does ship, please contact us for return instructions.
You have a 24 hour window to request any modifications to your order. Please contact customer service with your order number and request for change.
We typically do not make changes to an address once placed, however please contact us for your options on an address change.
Order processing time can vary. We do our best to stock all of the popular items so that we can ship them within 24 hours, however with the large selection we offer it is impossible to stock every frame in our warehouse.
If you are purchasing prescription lenses with your frame it can take an extra 1-4 business days depending on your prescription. Longer if we need information from you to complete your order.
We know you want to receive your product quickly and we do our best to get orders shipped ASAP.
Please follow the steps below to return an item:
1. You have 30 days to return your item from the date it has been delivered.
2. All products must be returned with any unused warranty cards, instructions booklets, cleaning cloths, case and box if applicable.
3. If you have prescription/custom lenses please see the return policy when returning a frame with custom lenses.
4. US customers, please log into your account/order history to request return.
5. International Returns please contact our customer service department for return authorization and return address.
For returns, Domestic & International customers must cover the shipping charges to return the item. Domestic customer may request a label that will be deducted from the eligible refund.
We cannot credit shipping, taxes and duties back to the customers who are returning an item. We recommend you contact your countries customs office to see if they offer reimbursement of such fees.
ARE PRESCRIPTION/CUSTOM LENSES REFUNDABLE?
Unfortunately prescription/custom lenses are a custom order that cannot be reused. Therefore prescription/custom lenses are only refunded at 50% of the purchase price paid.
We recommend that you know your frame size and if possible try the frame on locally prior to purchasing a frame with prescription/custom lenses.
If you feel the custom lenses purchased are not correct, you will need to contact us within 10 business days of the date of delivery and we will require a hard copy of your valid prescription. As well as dotting the pupils before sending back to verify prescription.
DO MY PRESCRIPTION/CUSTOM LENSES COME WITH A WARRANTY?
12 Month Warranty*
All prescription/custom lenses are covered by a 12 month manufacturer warranty. This warranty covers manufacturing defects such as cracking lenses or peeling coatings but not damage caused by the wearer such as scratched lenses from incorrect cleaning or rough handling, etc. Free Anti-Reflective coating is not included in the warranty.
*Orders that purchase with the Free Single Vision Polycarbonate lenses do not qualify under the warranty replacement. Please contact customer service at customerservice@designerframesoutlet.com to discuss a discounted price to have the lenses redone.
DOES MY PURCHASE COME WITH A WARRANTY?
All of our products come with a one time 12 month manufacturer's warranty.
If you think your frame or lenses qualify for a warranty return, please contact our customer service department so we can assist you.
What is covered under warranty?
Frame Warranty:
The frame warranty covers manufacturing defects but not damage induced by the wearer or due to excessive conditions such as heat, moisture, breakage, etc. There is no scratch warranty on sunglass lenses.
Lens Warranty:
The lens warranty covers manufacturing defects, such as peeling coatings, but not damage induced by the wearer, such as abuse from rough handling, incorrect cleaning, etc.
WHAT SHOULD I KNOW ABOUT INTERNATIONAL ORDERS?
Orders shipped outside of the United States may be subject to import taxes, customs duties and fees billed by the destination country. The recipient of an international shipment may be subject to such import taxes, customs duties and fees, which are billed once a shipment reaches the recipient's country. Additional charges for customs clearance must be paid by the recipient; we have no control over these charges and can't predict what they may be. Customs policies vary widely from country to country; you should contact your local customs office for more information.
Please see our return policy for information on international returns.
We unfortunately do not accept insurance, however, we can provide you with a detailed invoice that you can take to your insurance company for reimbursement. I would suggest contacting your insurance company first to ensure that they will issue the reimbursement.
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