Returns

We want you to be 100% happy with your purchase. If you’re not you can return the items for a full refund or exchange within the first 14 days.

Please read our cancellation and returns policy below for full details:

WHAT IS YOUR RETURNS POLICY ?

You can return goods you have ordered from us for any reason at any time within 14 days of receipt for a full refund or exchange. Refunds or exchanges will be given providing that:

the items are received back at our offices within the specified time period.

the products including any associated cases, cloths or accessories have not been worn, used, damaged or altered.

all labels, tags and stickers are intact and have not been tampered with.

Customers are responsible for the cost of returning items. This charge is not refundable, unless the goods are being returned due to a mistake made by us or where they are faulty.

To ensure safe delivery customers are requested to:

use a traceable method of postage such as Royal Mail Special Delivery. Items lost in the post and not received back at our offices cannot be refunded or exchanged.

package goods securely to avoid damage in transit

* Gift wrapping and postal charges are non refundable.

* Refunds can only be given back to the card that was used for making the original payment.

The above clauses do not affect your statutory rights

WHAT IS YOUR XMAS RETURNS PERIOD ?

We’ve extended our return period to allow you to buy Christmas presents with confidence. Any item purchased from 1st December to 25th December can be returned up until 15th January 2008. For a full no quibble refund or exchange please ensure that your unworn / unused items have reached our offices by that date.

HOW DO I RETURN AN ITEM ?

Complete the returns form enclosed with your invoice.

Package goods back up in the original packaging and seal securely.

Affix the returns label enclosed over your original address label. Alternatively re-address the box to:

Sunglass Studio Returns
C/O The Eye Academy
49 King Edward Ct
Windsor
SL4 1TG

Take the package to any Post Office and send it to us via Royal Mail Special Delivery service. This is a signed for service that will allow tracking of the package if it gets lost. Please note that unless there is a signed trackable proof of delivery, missing items will not be credited. International returns should also be sent via an equivalent method.

You can also return the package to one of our stores in person. Please ensure that you receive a signed receipt acknowledgement from one of our staff, upon handing it in. In store returns are processed in the same way as postal ones, and therefore we regret that we cannot give you refunds direct to your card in store. You may however exchange your item for any alternative on show or for gift vouchers.

HOW DO I CANCEL MY ORDER ?

If you wish to cancel your order please email customerservice@sunglassstudio.co.uk or call on 0845 050 8151. If your order has not been dispatched we will cancel it for you.

Where goods have already been sent, please return them to us in accordance with the points below.

HOW DO I RETURN AN ITEM I DIDN’T REQUEST ?

If you have not received the item that you originally ordered, please contact customerservice@sunglassstudio.com / 0845 050 8154 immediately (within 48 hours of delivery) with the following information:

order number from the original confirmation email;

your name and address;

details of the item you have received and details of the item you ordered.

We will advise you on how to proceed with the return. Items must be returned in new and unused condition, in the original packaging and with all paperwork, parts and accessories.

A replacement product will be despatched as soon as we receive the incorrect item, and any postage costs you have incurred will be refunded.

HOW DO I RETURN A FAULTY / DAMAGED ITEM ?

We take every care to package your goods securely to minimise the risk of damage in transit. In addition we inspect all items before despatch. It is therefore very rare for goods to be received in poor condition.

Please call / e-mail immediately (within 48 hours of delivery) if you any of the items you receive are damaged or faulty . We will send you a pre-paid postage label and box to return the goods to us for inspection. Goods must be returned with all the original outer and inner packaging, in the condition that you received it, in order for us to be able to determine the cause of the damage.

As soon as the goods have been inspected, we will contact you. A replacement will be sent out where goods were have been damaged through transit, or where a missed manufacturing defect is found.

HOW SOON WILL I RECEIVE MY REFUND ?

We aim to process returns within 48 hours of receipt. An acknowledgement e-mail will be sent out to you as soon as your item has been processed and the refund applied. Please note however, that your card issuer may take longer to process the request, and as such it may take up to 15 days before the refund appears on your statement.

CAN I HAVE THE REFUND APPLIED TO ANOTHER CARD ?

For security purposes we can only make refunds to the original payment card.

CAN I RETURN A GIFT I HAVE RECEIVED DIRECTLY ?

Yes unwanted gifts can be returned in the usual manner, with the paperwork enclosed within the packaging. Please note however that the refund can only be given back to the original payees card. Due to the automated nature of our systems, the original purchaser will be informed of the returned item.

ARE DELIVERY AND GIFT WRAP CHARGES REFUNDED?

Delivery & gift wrap charges are only refunded if the item sent was incorrect or faulty.