Returns and Exchange Policy

We want all our customers to be happy with their purchase of our products. If for some reason you are not, please get in touch with us immediately so we can offer a solution.

🔁 Returns

• We accept returns within 14 days of delivery for UK/ 30 days for international orders.

  Please note:

  • Return shipping costs for UK and International orders are the customer’s responsibility and we strongly recommend using a tracked or signed for service with Royal Mail from your local post office and obtain proof of postage as we are unable to take responsibility for packages lost in transit before reaching us.

  • Original shipping costs are non-refundable. We are also unable to refund the return postage. Customers are responsible for this should the item not be suitable for your requirements. A refund will be issued up to £15 on return postage if the item is deemed faulty within 14 days.

  To initiate a return, please email us at info@tailoredoptical.co.uk

• You can return any unused and undamaged items for a full refund or exchange of our products. (Frame only refund.).

• All prescription lenses are non refundable as these are custom bespoke items made to order, however they may fit into a different frame.

• You must return unused products exactly as they were sent out to you. Please include invoice with your order number, original or dummy lenses, all cases, cleaning cloths and original packaging for a refund/exchange to be issued. Glasses that are scratched, damaged, worn or have gone through any wear and tear will not be refunded. Items must be in a resalable condition.

• If you wish to exchange an item, please include in writing in your returned parcel which item you wish to exchange to. Or alternatively email us to discuss your return or exchange at info@tailoredoptical.co.uk

• If an item is received damaged we must be notified immediately within 48 hours. We will ask you to take pictures of the damage to the product, the packaging and how it arrived and email to us along with your order number. We will then ask you to send the item/s back to us to investigate before a refund, exchange or replacement can be issued.

• Any damage due to wear and tear or mistreatment by the customer is not the responsibility of Tailored Optical Ltd, therefore a claim will not be issued. Scratch’s to lenses are not covered.

• All frames are guaranteed with a two year warranty by the manufacturers for faulty products but this guarantee does not cover accidental damage, wear and tear and prolonged use.

• Please allow up to 7 days from the date in which we receive your parcel back for the checks and refunds/exchanges to be completed however we aim to process this straight away. We will email you to confirm we have done so. The refund will be issued to the payment method in which you initially payed for your item.

For all notifications, returns, exchange queries and to find out where to return the items please email info@tailoredoptical.co.uk stating your name, order number and reason for return.