Return Policy
Because we are confident in our products, we offer a 100% cash refund for frames, and a 100% store credit guarantee on all frames and lens products. If you are not completely satisfied with your eyeglasses within the first 14 days after delivery, you are entitled to a refund, store credit or a product exchange of equal value.
STORE CREDIT
We guarantee a 100% store credit refund on both frames and lenses which allows you to purchase any frame and lenses from our store. A Glasses Gallery account is required. Store credit is valid for 90 days from issue, and may only be used towards a single transaction. Any unused credit from either the transaction or within the 90-day period is deemed forfeit.
Shipping costs are not refundable.
CASH REFUND
We offer 100% cash refund for all frame-only purchases. If you purchased a frame with prescription lenses, a lens servicing fee will also be charged for all purchases with prescription lenses. Lens servicing fee schedule is as follows.
| Type of lens purchase | Lens servicing fee |
|---|---|
| All bundled lenses (i.e. Free lens) and all packages within bundled lens (i.e. thickness upgrade) | $50 |
| Lenses that are purchased separately | 50% of the price shown on the invoice |
Shipping costs are not refundable.
EXCHANGE
We are happy to exchange a pair of glasses of the same value with the 14-day period. Should you wish to exchange for a pair of glasses at a higher value, the difference must be settled before shipment.
For all frame exchange, a lens servicing fee will also be charged for all purchases with prescription lenses. Lens servicing fee schedule is as follows
| Type of lens purchase | Lens servicing fee |
|---|---|
| All bundled lenses (i.e. Free lens) and all packages within bundled lens (i.e. thickness upgrade) | $50 |
| Lenses that are purchased separately | 50% of the price shown on the invoice |
Courier costs will not be refunded.
Other terms and condition in RETURN SHIPPING
Please send the product back to us with your preferred courier (Glasses Gallery is not responsible for any return shipping). The returned product must meet the following criteria.
- Unused and in their original condition.
- All accessories such as case and cleaning cloth must also be returned.
- The Glasses Gallery tag must not be removed from the glasses.
To begin the return process, simply log into your account, and head to “my returns” section, or contact our representatives at cso@glassesgallery.com.
Notes:
- All return requests must be submitted within 14 calendar days of delivery.
- Money back or store credit guarantee does not include the cost of shipping that is not standard.
- Glasses Gallery is not liable for any bank, credit card, or any other non-Glasses Gallery charges that may be incurred in the refund.
- Each item may only be returned or exchanged once.
- Customers are responsible for return shipping back to our office.
Return address for USA customers:
Glasses Gallery Etake SBKCIXIC
730 Dawson Dr
Unit 102
Newark
19713
Delaware
United States
Tel: 302-731-4600
Return address for CANADA customers:
Hudson's Bay Optical
Glasses Gallery (Return)
CALGARY MARKET MALL SHOPPING CENTRE
WEST ENTRANCE next to ladies’ hosiery
3625 Shaganappi Trail
Calgary AB
T3A 0E2
CANADA
Tel: 416-627-2769
- Please allow up to 14-21 business days from when we receive the return for your money to be refunded.
- For exchanges, return shipping from our office to your door will be sent via standard shipping at no extra cost to you. Only valid for countries where standard shipping is applicable. If standard shipping is not available to your country, you may be required to pay an additional shipping fee. Please see our “shipment” page for a full list of countries.
MANUFACTURER WARRANTIES
Most manufacturers offer a 1-year warranty that covers manufacturing defects which typically includes defective hinges and welding points, frame discoloration, and missing parts. Please contact us with a picture of the problem should you require warranty services. This warranty does not cover the following cases.
- Accidental damages to your frame
- Normal wear and tear
- Prescription changes
Please note it is the customer's responsibility to return the glasses and provide us with the return shipping tracking information. Furthermore, a picture of the damage to the item is required for the warranty claims.
How to exchange or return glasses
- Simply go to the order history page from your account page, or let us know at return@glassesgallery.com
- A member of our customer support team will respond upon receipt of your exchange or return request, and follow up the process with confirmation of acceptance or denial.
- You are required to provide us with a tracking number for your returned item(s).
- Products returned for exchanges or returns must be undamaged and unused (with Glasses Gallery tag attached to the frames) and in the resalable packaging provided with them (no open packages).
- Exchanges and returns will only be processed once the returned item is received at our facilities.
- Cost of shipping for your purchases, as well as duties and sales taxes are non-refundable.
- In the event where your return request has been denied, you will be responsible for the shipping cost to have your returned package sent back to the shipping address you provided.
- We may refuse to accept future orders from those who have made previous unsubstantiated claims for non-delivery of goods.
Important Notes:
- Exchanges and returns can only be submitted within the first 14 calendar days of receiving the original item.
- All warranty credits are non-refundable.
- Please allow up to 14-21 business days upon receipt of returned item(s) to process your refund.