Refund policy

Returns are free. Whatever the reason for your return, we email you a prepaid Royal Mail label and we cover the postage.

You have 30 days from the day your order arrives to request a return. That is longer than the law requires, and it covers a change of mind as well as anything faulty.

How to start a return

Email ben@sunglassesuk.com with your order number and what you would like to do. We reply with a prepaid Royal Mail label and instructions, usually the same working day. Please ask for a label before posting anything back: a parcel that arrives without one takes longer to match to your order, which delays your refund.

Returns are sent to: Sunglasses UK, 19-21 London Street, Southport, Merseyside, PR9 0UF.

Condition

Send the item back in the condition it reached you, with its case and packaging. You are welcome to try sunglasses on to decide whether to keep them, exactly as you would in a shop. We may reduce a refund if an item has been handled more than was necessary to establish its nature, characteristics and function.

Damage and faults

Inspect your order when it arrives and tell us straight away if anything is defective, damaged, or not what you ordered. We will repair, replace or refund it, and you will not pay postage in either direction. Until your order reaches you it remains at our risk, so anything lost or damaged on its way to you is ours to put right. This is not limited to the 30-day window, and nothing in this policy affects your rights under the Consumer Rights Act 2015.

Items we cannot take back

Lenses glazed to your prescription are made to your specification and cannot be resold, so the 30-day change-of-mind return does not apply to them. We check every prescription against your frame before anything is ordered, and refund in full if the lenses cannot be made. A lens that arrives faulty, or made to the wrong specification, is replaced at our cost.

Gift cards cannot be returned or refunded.

Exchanges

Return the original and place a new order. That is the fastest route: the replacement is on its way to you while the refund is still being processed.

Refunds

We email you once we have received and inspected your return. Approved refunds go back to your original payment method within 10 working days, and usually within five. It can take a few days more for your bank or card issuer to post it to your account. If more than 15 working days have passed since we confirmed your refund, email ben@sunglassesuk.com and we will chase it.

Your right to cancel

If you are in the United Kingdom or the European Union you have a statutory right to cancel a distance purchase within 14 days of receiving it, for any reason and without giving one. Our 30-day return covers that period and goes beyond it. Goods made to your specification, including prescription lenses, are excluded from the statutory cancellation right.