Returns & Refunds

30-Day Money Back Guarantee

We guarantee you a 30-day money back period on all products, including prescription glasses. Should you be dissatisfied with the product(s) you have received or they simply don't meet your expectations, you have 30 days from date of receipt to send them back to us, free of charge. We will refund you the full amount of the products. Further information can be found in our terms and conditions.

Note: The 30-Day Money Back Guarantee does not apply to contact lenses and care products with broken seals (e.g. blister packaging for contact lenses.)

Can I return prescription glasses and sunglasses?

Of course, we also accept frames fitted with prescription lenses. If you want to change to your correction values, we can also replace the lenses. Simply fill out the included adjustment/returns form and send it back us together with your order.

Download here:

Adjustment/returns form for prescription glasses

Adjustment/returns form for prescription sunglasses

Tip for varifocal users: Our experience is that most people need a little bit of time to get used to their varifocal glasses. Please contact our customer service team should you experience any difficulties before sending them back.

Returns

1. How do I send an item(s) back?

• Please login to your customer account and select the frames you would like to return. Follow the onscreen instructions for returning.


• Affix the returns postage label to the parcel. Please ensure that you completely cover the original postage label.


• Drop off the parcel at your local Royal Mail branch.


• You will be e-mailed a receipt of confirmation as soon as the return has reached us. We will reimburse you within 1-3 working days.

Please note your tracking number when sending your parcel back to Mister Spex; otherwise, it will not be possible for us to track the delivery.

2. How much does return shipping cost?

Returns are free! If you should misplace or receive the returns label, please contact our customer service team. We’ll send you a new one to the provided e-mail address straightaway.

3. What happens if I no longer have my return label?

Should it occur that this label is missing, please contact our customer service. We will promptly send a new one to the provided e-mail address.

4. Have you received my return(s)?

You will receive an e-mail with a receipt of confirmation as soon as your return reaches us. Please note your tracking number so that we can track your return.

5. I lost my returns form, what next?

If you haven’t received a returns form or you have misplaced it, you can simply download a copy below:

• Order & returns form for sunglasses
• Order & returns form for your home trial
• Follow-up & return form for prescription glasses
• Follow-up & return form for prescription sunglasses

6. Can I drop off my return at the post office?

Yes, you can drop your parcel off at Royal Mail.

Refunds

1. How do I get my money back?

For refunds we use the same payment method used for the original transaction.

2. When will I receive my money back?

You will usually be reimbursed within 1-3 working days after the returned item(s) have been received. We’ll inform you via e-mail once we have refunded the purchase amount.

Claims

1. Contact lenses and care accessories:

Contact lenses and care products can be sent back to us within 30 days, provided that the interior packaging has not opened or damaged, and the exterior packaging is still in good condition.

Should your contact lenses have any defects, e.g. ripped or missing lenses, then please contact our customer service team. In order for us to be able to help you as fast as possible, make sure to have the following information to hand: LOT-number, expiration date, correction values and the number of defective contact lenses.

2. Glasses & sunglasses:

Damaged or defective glasses and sunglasses can be sent back within 2 years of receipt. Please contact our customer service team beforehand.

I Made a Mistake on My Order.
What Should I Do Now?

If you have mistakenly submitted your order with the incorrect prescription values or delivery address, for example, please inform our customer service team immediately. Your request will be processed as fast as possible. Please provide your first and last name, delivery address and order number as well as the necessary changes.

Cancelling an Order

As long as your order hasn't already been dispatched, you can cancel individual items or an entire order. Should you want to cancel your order, please do not hesitate to contact our customer service team, they will gladly assist you with your request and if applicable we will reimburse your payment(s). Refunds are always issued via the original payment method.