All cases in which you can make returns and refunds are listed below. 

All returns must be made following the instructions of our customer service department.


In this case, shipping costs will be borne by the buyer. To do this, please contact our customer service and we’ll be happy to help.

In this case, we will assume the return and shipping management costs. To do this, please contact our customer service and we’ll be happy to help.

In this case, we will assume the return and shipping management costs. To do this, please contact our customer service and we’ll be happy to help.

Glasses that have been customised cannot be returned. 


  • Glasses ordered from the factory with customer initials added, a special colour combination, or custom materials.

  • Glasses belonging to special collections and specifically requested by the customer.

Prescription lenses cannot be returned. However, exchanges are allowed in the following cases:

Due to maladjustment

If you’re not happy with the lenses after trying them out for at least 10 days, please get in touch and one of our optician-optometrists will look into it for you. 

If it is determined that your lenses need to be exchanged to make any adjustments, we will manage the return.

Product defaults

If the lenses have any manufacturing defects. Defect is understood as being: stains, colour changes or inconsistencies in the glass.

If any of these scenarios occur, one of our specialists will review the case and process the exchange. The related costs will be borne by us.

Due to an error during the process

“Error” being understood as the following:

  • The lenses do not have the prescription requested by the customer.

  • They’re not the same type of lens as purchased.

  • The lenses do not have the characteristics and treatments requested by the customer. 

  • There is some fault in the glasses assembly.

Once confirmed by one of our specialists, we will cover the return and exchange costs for a new product.

Contact lenses are considered a customised product and cannot be returned. Unless you have not received the correct item or there is an error on our part.


To request a product exchange, you should contact us through our email [email protected]

In that email, you need to list the reasons why you want to make the exchange.

You have 30 days from receipt of the product to initiate the request.

Cancelling an order

You can cancel an order in the following situations:

  • We have informed you that the product you purchased is no longer available from the manufacturer.

  • You did not receive an order after waiting 30 days from the date it was shipped.

  • You have changed your mind after purchase and the product has not yet been shipped. (This does not apply to custom products that have already been processed. For example, prescription lenses, contact lenses or custom glasses).

To request an order cancellation, please send an email to [email protected]. If you meet the requirements of our policy, the money will be refunded within 24 to 48 hours via the same payment method used on your order.

Orders that have already been shipped must be received by the customer before a return is requested.

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