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.

We offer a return and exchange policy for a maximum 30 day period from receipt.

You can return any unused and undamaged items within 30 days for a full refund of our products. (Frame only refund).

All prescription lenses are non refundable as these are custom bespoke items made to order.

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.

When sending your products back to us we recommend that you use 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.

We are unable to refund the return postage. Customers are responsible for this should the item not be suitable for your requirements.

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.

We are unable to exchange lenses as these are custom items, however they may fit into a different frame.

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 for a one 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. 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.