Refund policy

Exchanges, Returns & Refunds

At The Glasses Lady your satisfaction is our number one priority.

In the unlikely event that you are unhappy with your order, we are happy to resolve any issues you may have, subject to the conditions below.

 

Finished frame only, we offer a 30-day- Exchange & Returns Policy

Prescription Lenses, we offer a 30-day Exchange only policy  

Exclusion: Customised frames are made-to-measure and therefore cannot be exchanged or refunded with the exception of manufacturer faults. 

Warranty

We offer a 12-month warranty against all manufacturer defects.

Note that damage to frames or lenses caused by general day to day wear and tear, damage or harm arising from misuse, and accidents during your use of the product(s) is not covered by this guarantee. 

Each product comes with a guaranteed return policy. Please be aware that all our eyewear must be unused and in original packaging to be eligible for:

• Eyewear Exchange
• Full Eyewear Refund

Please note that all prescription eyewear is made according to the prescription and PD (pupillary distance) measurement provided with your order and any exchange of such eyewear will be made to the same prescription and measurements. We cannot be held liable for any errors made when placing your order online.

  

All products MUST be returned unused, with all the original packaging. All returns are inspected on arrival and a full refund will ONLY be issued if the product(s) are new and in their original condition.

Please ensure the product(s) are returned to us via signed for delivery. A certificate of posting MUST be obtained. We do not accept liability for any product(s) that are damaged in transit during the return process so please ensure that the packaging and delivery method are secure.

The shipping charges of your original order are non-refundable.

When we re-ship an exchanged product(s), the cost of re-shipping is an additional fee to be paid by the customer.

Special Returns Note: Do not return your product(s) without first contacting our customer service team by email at tracy@theglasseslady.com.au. We will provide you with a specific returns address (Returns should not be sent to the shipping address listed on the parcel).

Please note: once you apply for the 14-day refund policy, you will be liable for all costs (including posting, packaging, and delivery) until the returned goods are received and inspected by us.

Since we handle returns on a case-by-case basis, we only allow for a maximum of one exchange per product.