At Luxe Eyewear Co., we are dedicated to ensuring your complete satisfaction with every purchase. We understand that sometimes a product may not meet your expectations, and we strive to make the returns and exchanges process as seamless and elegant as your shopping experience.

Our Returns Policy

We gladly accept returns and exchanges for most unworn, unaltered, and undamaged items within 15 days of you receiving your order. All returned items must be in their original condition, with all tags attached and in the original packaging, including the protective case and all accompanying documentation.

Please Note: Due to hygiene reasons and in line with industry standards, we cannot accept returns or exchanges on the following items:
  • Prescription lenses that have been custom-made to your specification.
  • Any item that shows signs of wear, damage, or alteration.
This policy is in place to ensure the health and safety of all our customers.

How to Initiate a Return or Exchange

To start the process, please follow these simple steps:

  1. Contact Us: Email our customer care team at [email protected] within the 15-day return window. Please use the subject line “Return/Exchange Request” and include the following information in your email:
    • Your full name
    • Your order number
    • The reason for the return or exchange
    • Whether you are requesting a refund or an exchange for a different item
  2. Wait for Instructions: Our team will respond within 48 hours with a Returns Authorisation (RA) number and detailed instructions on where to send your item. Please do not send any items back without an RA number, as we cannot process unauthorised returns.
  3. Ship the Item: Carefully package the item in its original packaging, including all accessories and documentation. You are responsible for the return shipping costs unless the return is due to a fault on our part (e.g., wrong item received or defective product). We recommend using a tracked and insured shipping service for your protection.
  4. Processing: Once we receive and inspect your returned item, we will process your request. You will receive an email confirmation.

Return & Exchange Request Template

To make the process easier, you may use the template below for your initial email to us.

Subject: Return/Exchange Request – Order #[Your Order Number] Dear Luxe Eyewear Co. Team, I would like to request a [return / exchange] for my recent order. Order Number: [Please insert your order number] Name: [Your Full Name] Email Address: [Your Email Address] Item for return/exchange: [Product Name and Model/Code] Reason for return/exchange: [Please provide details] I would like to: [ ] Receive a refund to my original payment method. [ ] Exchange for the following item: [Please provide the name/code of the desired item]. Thank you for your assistance. Kind regards, [Your Name]

Refunds

Once your return is approved, your refund will be processed within 5 business days. The funds will be issued back to your original method of payment (Visa, MasterCard, JCB, or PayPal).

  • Credit/Debit Card Refunds: Please allow 5-10 business days for the refund to appear on your statement, depending on your bank’s processing time.
  • PayPal Refunds: Refunds are typically processed and visible in your PayPal account within 24-48 hours.

Please note that the original shipping cost is non-refundable for changed-mind returns. The refund will be for the value of the product(s) only.

Exchanges

If you are exchanging an item for a different model or size, we will ship the new item to you once we have received and processed the original return. Standard or free shipping charges will apply to the new shipment. If the new item is of a higher value, you will be invoiced for the difference.

Return Shipping Address

Upon receiving your RA number, please ship your return to the following address. Remember to note your tracking number!

Luxe Eyewear Co. Returns
43 Mill Ln
Cambridge, GB CB4C 5ID
United Kingdom

If you have any further questions about our returns process, please do not hesitate to contact us at [email protected]. Our team is here to help.

Thank you for choosing Luxe Eyewear Co.