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Returns & Exchanges

Easy Returns & Exchanges

NOTE: Our opticians are happy to help you select the right frames and lenses. If you need help, please call us at (800) 402 8557. 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.

Are you trying to return an item from outside of the U.S.?

If you are outside the United States and need to return your item, contact us online or call our Customer Service Department at +1 512 402 8557 and dial Option 3.

Please do not attempt to return items from outside the US, without first receiving an RMA from AFEyewear.

Our hours are Monday - Friday: 9:00am - 5:00pm CST

Do you need to return or exchange an item due to preference? (fit, color, size, etc.)

Due to Size, Color, Fit, or Other Preferences

We offer 30-day return and exchange policies on all Eyeglasses, Sunglasses, and Contacts. (See details below).

See our How To Return or Exchange an Item below for more information on how to return your product.

30-Day Exchange Policy 30-Day Return Policy

Eyeglass Frames Only

Non-Prescription Sunglasses

  • One time free exchange per item*
  • Customer pays cost of shipping to AFEyewear.com
  • Original packaging must be included
  • Full purchase price refunded minus 10% restocking fee
  • Customer pays cost of shipping to AFEyewear.com
  • Original packaging must be included
Eyewear with Custom-Made Lenses (Prescription or Non-Prescription)
  • One time free exchange per item**
  • If new lenses required, 50% of original lens price credited towards new lenses**
  • Customer pays cost of shipping to AFEyewear.com
  • Original packaging must be included
  • Full purchase price refunded minus 50% of the lens price
  • Customer pays cost of shipping to AFEyewear.com
  • Original packaging must be included
Contact Lenses
  • One time free exchange per item*
  • Customer pays cost of shipping to AFEyewear.com
  • Original, unmarked, unopened boxes must be included and in good condition
  • Full purchase price refunded minus 10% restocking fee
  • Customer pays cost of shipping to AFEyewear.com
  • Original, unmarked, unopened boxes must be included and in good condition

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 item is more than the value of the originally purchased item, the customer will be charged the price difference. If the value of the exchanged item is lower than the value of the originally purchased item, the customer will receive a credit for the price difference on his/her credit card. 2. Customers wishing to exchange their purchase can choose to receive store credit instead of product. 3. One exchange per item. AFEyewear.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 resold, therefore we don't apply full credit on returns and exchanges. Lens fee applies.

Questions? Concerns? Call our Customer Service Department at 1-800-248-9427 ext. 3

Our hours are Monday - Friday: 9:00am - 5:00pm CST

Were your prescription lenses incorrect?

If your prescription lenses are not 100% accurate, email us within 30 days of receiving your items and we will replace the lenses free of charge.* Frames may not be exchanged under the lens guarantee. Please note that customer preferences do not constitute an accuracy issue and will be considered a non-warranty exchange. Examples of this include but are not limited to: deciding to add or remove Transitions, changing lens type such as Progressive to Single Vision, etc. See policy on returning for preference.

* Products must be returned in the exact condition in which they were received. Please do not attempt to repair eyewear before returning it to FramesDirect.com. Products covered under warranty can only be replaced or repaired, not refunded. Replaced lenses must be the same lens type, material, and options as originally ordered.

Questions? Concerns? Call our Customer Service Department at 1-800-850-5747 ext. 3

Our hours are Monday - Friday: 9:00am - 5:00pm CST

Did you receive an incorrect or damaged order?

If you receive an item that is damaged or incorrect, we will replace it free of charge*. Damaged or incorrect items will be replaced, not refunded. No changes to the replacement will be allowed.

* Products must be returned within 30 days of receipt in the exact condition in which they were received. Do not attempt to repair eyewear yourself. Products covered under warranty can only be replaced or repaired, not refunded.

Questions? Concerns? Call our Customer Service Department at 1-800-850-5747 ext. 3

Our hours are Monday - Friday: 9:00am - 5:00pm CST

Want to know if your item is covered under a 1-year warranty?

If you notice any defects in your frame or lenses that are covered under our warranty (see chart below), we will repair or replace your item free of charge.*

  • Step 1: See chart below to find out if your item is covered under the Manufacturer's 1-year Warranty.
  • Step 2: If it is covered, contact us online to receive your free shipping label.
  • Step 3: Visit How To Return or Exchange an Item below to receive your Return Number.
  • NOTE: Packages returned without a Return Number cannot be processed.
What's Typically Covered What's Not Covered
Lens Defects
  • Cracks not caused by rough handling
  • Peeling coatings
  • Exposure to excessive heat or cold
  • Prolonged exposure to water
  • Rough handling
  • Improper cleaning
Frame Defects
  • Stripped screws
  • Broken nosepad posts
  • Broken or loose hinges
  • Dislodged jewels or logos
  • Oxidation or discoloration
  • Excessive exposure to heat or cold
  • Prolonged exposure to water
  • Rough handling
  • Improper cleaning

*Please do NOT attempt to repair eyewear yourself – we cannot accept products that have been tampered with for exchange under a manufacturer's warranty. Products covered under warranty can only be replaced or repaired, not refunded.

Questions? Concerns? Call our Customer Service Department at 1-800-850-5747 ext. 3

Our hours are Monday - Friday: 9:00am - 5:00pm CST

How to Return or Exchange an Item

If you are returning an item from outside of the U.S., please contact us online or call our Customer Service Department at +1 512 402 8557 and dial Option 3.

Here are instructions for returning a package from inside the United States:

Step 1: Obtain your Return Number

If you have a AFEyewear.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.
  • 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)

OR If you used guest checkout, Contact us online to receive your Return 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)
  • Printed page from FramesDirect.com that includes your Return Number.

Step 3: Write your Return Number on the outside of the package.

Your return or exchange will not be processed without it!

please note: your Return Number expires after 30 days

Step 4: Send it our way!

AFEyewear.com
Returns Dept
2801 S. IH 35
Ste# 170
Austin, TX 78741-5518

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 insurance and signature even if they show delivered.

Questions? Concerns? Call our Customer Service Department at 1-800-248-9427 ext. 3.

Our hours are Monday - Friday: 9:00am - 5:00pm CST