Frames Direct Return Policy
Our opticians are happy to help you select the right frames and lenses.
If you need help, please call us at (800) 248-9427, option 3.
Our Returns & Exchanges Department hours are Monday – Friday: 9:00am – 5:00pm CST.
PLEASE NOTE: To keep our prices low, we do not offer a try-on service and we reserve the right to limit the number of items on an order and to limit the number of returns.
Return an Item from Outside of the U.S.
If you are outside the United States and need to return your item, please contact us online to request a Return Merchandise Authorization (RMA). Be sure to include the reason you would like to return the product. If you are experiencing an issue with your item, please include a photo of the issue, if possible.
Please do not attempt to return items from outside the US without first receiving an RMA from FramesDirect.
We offer a 30-day return and exchange policy on Eyeglasses, Sunglasses, and Contact Lenses for preference reasons.
PLEASE NOTE: The below policy does not pertain to warranty issues or other item/order concerns. Please refer to the appropriate section for details on your specific situation.
| 30-Day Exchange Policy | 30-Day Return Policy | |
|---|---|---|
| Eyeglass Frames Only
Non-Prescription Sunglasses |
|
|
| Eyewear with Custom-Made Lenses (Prescription or Non-Prescription) |
|
|
| Contact Lenses |
|
|
NOTE: If you are only buying frames from us and getting prescription lenses from somewhere else, please refer to the “Eyeglass Frames Only; Non-Prescription Sunglasses” section.
*1. If the value of the exchanged frame is more than the value of the originally purchased frame, the customer will pay the price difference. If the value of the exchanged frame is lower than the value of the originally purchased frame, the customer has the option to receive a credit for the price difference on his/her original payment method or receive in-store credit for the return amount. 2. Customers wishing to exchange their purchase can choose to receive store credit instead of product. 3. Each item may only be returned once for either exchange or refund. FramesDirect.com reserves the right to limit the number of returns and/or exchanges at any time. 4. Savile Row eyewear is made-to-order, and therefore, cannot be returned or exchanged for any reason other than manufacturer defect.
**Prescription lenses are custom-made and cannot be re-sold, therefore we don’t apply full credit on returns and exchanges. Lens fee applies.
Please follow the instructions below for returning a package from inside the United States. If you are returning an item from outside of the U.S., please contact us online.
Step 1: Obtain your Return Merchandise Authorization (RMA)
Option A: If you have a FramesDirect.com account:
If you have a FramesDirect.com account:
(you can create a temporary password by going to the Login page, entering the email associated with your purchase, and clicking Forget your password?)
- Login to your account. You can create a temporary password by going to the Login Page.
- Go to → Returns (see example)
- Select the item that you wish to return and click Request an RMA Number. (see example)
- Choose Exchange or Return, and explain in a few sentences why you are sending in the product.
- Receive your Return Number instantly, then Print that page and include it in your package. (see example)
Option B: If you are unable to login, contact us online to receive your Return Merchandise Authorization Number.
Step 2: Repackage your item
The following items must be present in order for the return to be processed:
- Protective Case (when applicable) and cleaning cloth
- Printed page from FramesDirect.com that includes your Return Number
- The box it came in (or another hard box with appropriate padding materials to protect the eyewear)
Step 3: Write your Return Number on the outside of the package.
PLEASE NOTE: we must receive items within 30 days of delivery to you.
Step 4: Send it our way!
FramesDirect.com
Returns Dept
2801 S. IH 35
Suite# 170
Austin, TX 78741-5518
IMPORTANT: When you return your item, we strongly recommend that you:
- Use FedEx or UPS (USPS tracking is not as reliable).
- Purchase shipping insurance and signature required service. FramesDirect will not be responsible for packages without signature even if they show as delivered.