You picked the wrong glasses or the item didn't meet your expectations? No problem - customer satisfaction is our number one priority. Upon receipt of your order you have the possibility to exchange it within 30 days.
For contact lenses and care products please note:
Opened blisters (the packaging of individual lenses) are exempt from exchange.
Our glasses garantee
Should your glasses be faulty then please return them to us. For free returns, please use the enclosed forwarding label and the adaption - and return form. Please note the defect of the glasses as well as your wishes on the form, so we can take care of your concern immediately upon receipt.
How do I exchange / return an order?
Returning a home trial order
If you ordered glasses for home trial, you have the possibility to inform us about which products you'd like to get glazed with your prescription values or which glasses you'd like to return, either via your customer account or via the return form.
Should we have forgotten to enclose the order - and return form with your order, or if you have lost it, you may simply download it here: Order - and return form for home trials (pdf)
Returns / re-glazing of glazed glasses and sunglasses
Your sunglasses or glasses don't meet your expectations? Of course we also take back glazed frames within the 30-day returns policy. If you'd like us to change the prescription values, we'll be glad to re-glaze your frames for free within the 30 day returns period.
Simply use the enclosed adaption- and return form and return it along with your frames. Download the form here:
Adaption/ return form for glazed glasses (pdf)
Adaption/ return form for glazed sunglasses (pdf)
Return your sunglasses
You may either keep your selected sunglasses, order them glazed with your prescription values or return them within the 30-day returns period. Please use the return form you received with your order.
Download the order and return form for sunglasses here (pdf)
Replacement or refund of the purchase amount
For refunds the purchase amount will be refunded to you with the same payment method as you used for the initial transaction. Please note that Mister Spex reserves the right to assert claims for compensation, should the returned items show traces of usage or damages. You can find further information on this in our terms and conditions.
My order is missing the forwarding label for DHL. What should I do?
Orders with a value of at least 40.00 GBP principally have a forwarding label enclosed. If the forwarding label happens to be missing please contact our customer service.
Contact information customer service:
Free service hotline: 0800 472 54 57