15% OFF 2+ PAIRS • FREE DELIVERY OVER £99
15% OFF 2+ PAIRS • FREE DELIVERY OVER £99
We want you to feel confident ordering your glasses. Whether you're returning an eligible frame, asking about your prescription lenses or reporting a fault, here's how we can help.
30-day returns on eligible items · Prescription lens store credit option · 1-year manufacturing warranty
The return options depend on the type of order. In particular, standard frames and non-prescription goods are different from prescription lenses made specifically for you.
| Your order | Change-of-mind returns | If something is wrong |
|---|---|---|
| Frame-only glasses and eligible non-prescription items | Return within 30 days of delivery, subject to the conditions below. | Faulty, incorrect or misdescribed items are covered by your legal rights. |
| Made-to-prescription glasses and lenses | Made specially for you. If you change your mind or are unhappy with your lenses, contact us within 30 days to request store credit for the lens amount paid. | If your lenses are faulty or made incorrectly, we will respect your legal rights to an appropriate remedy, including a refund where required. |
| Reglazing your own glasses | If you are unhappy with your bespoke replacement lenses, contact us within 30 days to request store credit for the lens amount paid. | We will assess lens manufacture or service concerns and put right issues we are responsible for, preserving all your legal rights. |
A Returns & Exchanges Form is supplied with our orders. For an ordinary eligible return, you don't need to contact us for approval beforehand. If the item is faulty or incorrect, contacting us first helps us arrange the right resolution.
For our extended 30-day return offer, the item should be unused and in its original condition, with its supplied accessories.
Fill in the Returns & Exchanges Form supplied with your order, including your order number and reason for return.
Pack the glasses securely. Send to the return address on your form; we recommend tracked postage and keeping proof of posting.
When your return arrives, we'll inspect it and arrange any refund, exchange or other remedy that applies.
For eligible frame-only and non-customised non-prescription items, we offer a 30-day return period from delivery. For a goodwill return beyond your statutory cancellation rights, items must be unused, in original condition and returned with supplied accessories and packaging where practical.
For these discretionary returns, the customer pays return postage unless we agree otherwise. Original delivery upgrades are not normally refunded.
For qualifying non-bespoke online goods, you can notify us that you're cancelling within 14 days after receipt, then have a further 14 days to send them back. You may inspect and try on the goods as you would in a shop; a deduction for handling beyond that may apply where permitted by law.
For these cancellations, we refund the qualifying item price and the original standard outbound delivery charge, where paid. Any delivery upgrade above the standard option need not be refunded. You generally pay return postage for a change of mind.
If your order is faulty, incorrect or not as described, please contact Royal Specs with your order number, the issue and any useful photographs. If it's a prescription concern, we'll also need the prescription details provided for the order. We will explain the next steps and, where appropriate, arrange inspection and a refund, repair, replacement or repeat service in line with your statutory rights.
Royal Specs-supplied frames and lenses are covered by our one-year warranty against manufacturing defects in materials and workmanship, including eligible lens-coating defects under normal use. We may repair or replace qualifying items after assessment.
The warranty does not normally cover accidents, misuse, loss, theft, general wear and tear or ordinary scratching. Read more in our warranty information.
Under the Consumer Rights Act 2015, faulty goods can qualify for remedies independently of any commercial warranty. The appropriate remedy depends on the problem and when it arose. A one-year warranty does not replace or shorten those legal rights.
When we are responsible for a fault or an incorrect item, we will cover reasonable return postage required to resolve it.
Our glasses reglazing service fits new prescription lenses to frames you already own. We inspect your frames for suitability, but older, brittle, damaged or previously repaired frames may carry an increased risk of breakage. The manufacturing warranty on new lenses does not make your pre-existing frames new or cover unrelated pre-existing wear or damage.
If there is an issue with the lenses we supplied, or if you believe we have failed to take reasonable care with your frames, please get in touch. We assess each case fairly, and nothing here excludes liability that cannot legally be excluded.
Refunds required under your statutory rights are not replaced with store credit unless you freely choose that alternative. Approved monetary refunds are issued to the original payment method. Where you exercise a statutory online cancellation right, we will refund within 14 days of receiving the goods back or receiving evidence that you've sent them back, whichever is earlier, subject to applicable law. Your bank may then take additional time to show the payment.
Want a different frame? Return the eligible original and order your preferred style from our glasses collection. We can also help with an incorrect or defective delivery. For discretionary change-of-mind returns outside statutory cancellation, original delivery costs are not normally refundable. The statutory rules above still apply where relevant.
Yes. Eligible frame-only and standard non-prescription items can be returned under our 30-day policy if the relevant conditions are met. Your separate legal cancellation and faulty-goods rights still apply.
Because they are made specifically for you, standard change-of-mind cancellation rules are different. But we offer a more helpful option: contact us within 30 days of delivery and we can provide Royal Specs website credit for the prescription lens amount you paid. Frames, delivery, Express Service and unrelated extras are not included. Where the lens value is bundled with the frame price, we will confirm the lens portion. Your legal rights for faulty or incorrect lenses are unchanged.
Contact us with your order number and a copy of the prescription used. We'll check what was ordered against what was made and assess any manufacturing or prescription issues first. If the lenses are correct but simply not suitable for you, our 30-day store credit option may help you choose a different solution. Any statutory remedy due for a fault remains available separately.
For an ordinary change-of-mind return, you normally arrange and pay the postage back to us. If an item is faulty or we made a mistake, we'll cover reasonable return costs where required. Our 30-day return window does not mean all return postage is free.
Not for a routine eligible return: use the Returns & Exchanges Form supplied with your order and the return address printed on it. If the item is faulty, incorrect or a reglaze order, please contact us first so we can help with the right process.
Once we've received and assessed an eligible return, we'll let you know the outcome and issue any refund due. Statutory online cancellation refunds follow the 14-day timing set out above. Your bank may need a little longer to show the funds.
Sale prices do not remove your statutory rights. Eligible non-bespoke items bought online still have their applicable cancellation rights, and faulty goods remain protected. Any extra goodwill-return conditions must be clearly stated before purchase.
Older or fragile frames may be more vulnerable when lenses are replaced. We inspect suitability before working on them, but if you're concerned about how your frames were handled, contact us and we'll review the circumstances fairly. Your statutory rights, including rights relating to reasonable care and skill, are unaffected.
We're here to help you understand your options.
Email help@royalspecs.co.uk or call 01908 064716.
Our returns offer is in addition to your statutory consumer rights and does not limit the remedies available under UK law. Please keep your order confirmation and, where applicable, proof of posting.