Returns/Cancellation
Cancelling My Order
If you need to cancel your order for any reason, you will have 24 hours from when your purchase was made to request a cancellation. Cancelling is free if you notify us by email within 24 hours from purchasing your frames. Cancellation requests received after 24 hours of placing your order will have a $20 cancellation fee applied to the refund of the frame, while custom lenses are refundable only at 50% as our lab has already begun processing your lenses. If you’d like the refund issued back in the form of store credit, you’d be eligible for 100% minus shipping fees.
Once your order ships you will not be able to cancel your order, after which time the standard return policy will apply.
*SHIP SAME DAY Items may ship out prior to message being reviewed. If the item does ship, please contact us for return instructions.
Returns Without Prescriptions/Custom Lenses
You will have *30 days from the date of delivery to request a return. Once your return is approved, your item must be received in our facility within 10 days. Returns received outside of the 10 days will be denied and returned to you.
All materials and packaging (cleaning cloth, case, etc) must be returned to us in new condition to receive a full refund on your frame. Shipping is non-refundable. If the returned item is missing any materials and/or in a condition other than new your order will be subject to a 50% restocking fee or be denied. Returns can be denied at the discretion of the Returns Department. If your return is denied, it will be returned to the original address on file.
For return authorization and instructions, please go to the link below:
https://www.designerframesoutlet.com/order/history
After selecting the correct order number, you will be prompted to select the reason for return and the desired refund method. If you select to have your refund issued in the form of store credit you will receive 100% minus your original shipping fees. If you choose to have the refund issued back to the original method of payment you will receive a 100% refund on the frame minus your original shipping fees.
If you do not have an account, please register with the email used to place the order to gain access to the returns page.
Please allow 5-7 business days for your return to be processed once it has reached our facility. Once a refund has been issued, please allow 24-48 hours for the amount to apply back to your account.
Buyers are responsible for return shipping. For domestic returns a label will be provided and the cost will be deducted from your eligible refund.
Returns with Prescriptions/Custom Lenses
You will have *30 days from the date of delivery to request a return. Once your return is approved, your item must be received in our facility within 10 days. Returns received outside of the 10 days will be denied and returned to you.
All materials and packaging (cleaning cloth, case, demo lenses etc) must be returned to us in new condition to receive a full refund on your frame and 50% on your lenses. Shipping is non-refundable. If you return an order that had free lenses you will be charged a $10 restocking fee. If the returned item is missing any materials and/or in a condition other than new your order will be subject to a 50% restocking fee. Returns can be denied at the discretion of the Returns Department. If your return is denied, it will be returned to the original address on file.
For return authorization and instructions, please go to the link below:
https://www.designerframesoutlet.com/order/history
After selecting the correct order number, you will be prompted to select the reason for return and the desired refund method. If you select to have your refund issued in the form of store credit you will receive 100% minus your original shipping fees. If you choose to have the refund issued back to the original method of payment you will receive a 100% refund on the frame and a 50% refund on the lenses minus your original shipping fees.
If you do not have an account, please register with the email used to place the order.
If you feel the custom lenses purchased are not correct, we will require a hard copy of your valid prescription. As well as dotting the pupils before sending back to verify prescription.
Please allow 5-7 business days for your return to be processed once it has reached our facility.Once a refund has been issued, please allow 24-48 hours for the amount to apply back to your account.
Buyers are responsible for return shipping. For domestic returns a label will be provided and the cost will be deducted from your eligible refund.
Frame Warranty
1 Year Manufacturer Warranty
All of the frames that we carry come with a 1-year manufacturer warranty. This one-time warranty repair or exchange is available from the original manufacturer and affirms the authenticity of our inventory.The frame warranty covers manufacturing defects but not damage induced by the wearer or due to excessive conditions such as heat, moisture, breakage, etc. There is no scratch warranty on sunglass lenses. The original frame must be returned, prior to a warranty replacement and/or store credit is issued. If a frame can not be returned the warranty will be considered null/void.
Some examples of what is not covered under warranty: damage caused using inappropriate cleaning solution, breakage caused from excessive force.
To initiate a warranty claim, please contact our customer service department and one of our representatives will be happy to assist you. A detailed description of when and how the damage occurred, along with photos of the frame are required in order to submit your claim. Final determination of eligibilty can only be made once the item is returned and processed by our Warranty Department. We are unable to provide a replacement frame or lenses prior to receiving the original pair.
If your product is covered under warranty you will be required to cover the shipping charges to ship your item to our office for us to proceed with the warranty claim. We will either repair or replace the defective frames(s) at our discretion. If the frame is no longer available, you will be offered store credit on an item of lesser or equal value. Refunds are not offered on warranties. Please allow 2-3 weeks for processing to be complete.
2 Year Extended Warranty
The extended warranty is offered for $24.95 and must be purchased along with the frame. This one-time warranty covers the same exact defects as the original manufacturer warranty, however instead of 1 year, the warranty is in effect for 1 additional year for a total of 2 years of coverage.
Please refer to the steps mentioned in the 1-year warranty to initiate a warranty claim.
We will ship all replacement items to the address on file with signature, unless otherwise requested (and approved) at the time of the claim. All request must be submitted via email to customerserivce@designerframesoutlet.com. If the new shipping address is not approved store credit will be issued for you to repurchase with the new address.
Lenses Warranty
1 Year Lenses Warranty*
We offer a 1-year warranty against manufacturer defect on prescription/custom lenses that you purchase along with your frame. This warranty covers all lens types except for plastic lenses. Due to the fragile nature of plastic lenses, we are not able to offer a warranty for this material.
*Orders that purchase with the Free Single Vision Polycarbonate lenses do not qualify under the warranty replacement. Please contact customer service atcustomerservice@designerframesoutlet.comto discuss a discounted price to have the lenses redone.
Examples of what may be covered under manufacturer defect: peeling of the coating, discoloration of the lenses not caused by normal wear and tear or cleaning solutions.
Examples not covered under manufacturer defect: scratches, damaged caused from excessive force, etc.
To initiate a warranty claim, please contact our customer service department and one of our representatives will be happy to assist you. If your lenses are covered under warranty you will be required to cover the shipping charges to ship your item to our office for us to proceed with the warranty claim. Please allow 2-3 weeks for processing to be complete.
*If your order does not qualify under warranty repair/replacement, we are happy to offer you a discount on new lenses. Please contact our customer service department and one of our representatives will be happy to provide you with a quote.
