Refund policy

Returns, refunds & frame warranty

Contact service@wooglasses.com or wooglassesuk@gmail.com with your order number to request a return or report a problem. This policy applies to WOOglasses orders. Nothing in this policy limits your statutory rights.

Customer service: +44 7881 713470, Monday–Friday, 09:00–17:00 (UK time).

30-day returns for eligible non-prescription items

You may request a change-of-mind return within 30 days after delivery for eligible non-prescription products. Under our voluntary 30-day policy, return items in their original condition with their case, accessories and packaging where available. Damage or alteration caused by the customer may affect eligibility. These conditions do not override statutory cancellation rights, including the right to inspect goods as you would in a shop.

Prescription and customised glasses

Glasses made to your individual prescription or other personal specifications are excluded from change-of-mind returns where the custom-made goods exception applies. This does not exclude remedies if the item is faulty, incorrect, not as described or made with a manufacturing or processing error on our part. We will review the issue and provide an appropriate remake, replacement, repair or refund in line with your applicable rights.

Please check your prescription, PD, eye labels and selections carefully before ordering. Contact us promptly about a customer-supplied error; a free remake is not automatically included for an incorrect prescription or measurement supplied by you.

How to request a return

  1. Email your order number, the affected item and the reason for the request. For a defect or incorrect item, include clear product photos where useful.
  2. Contact us with your order number before posting your return so we can provide instructions. Our UK return address is WOOglasses / ETRACING LTD, 71–75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom.
  3. Keep proof of posting and use tracked delivery where possible. Tell us if you need help with return arrangements.

Customers pay return shipping for voluntary change-of-mind returns unless we agree otherwise. Where goods are faulty, incorrect or a processing error is ours, we cover reasonable return costs or arrange a return label as appropriate. No restocking fee is charged for a statutory cancellation.

Refunds

After receiving and inspecting a voluntary return, we will notify you of the outcome. Approved refunds go to the original payment method, normally within 5–10 business days; bank posting times can vary. For statutory cancellation, refunds follow the applicable legal time limits, including within 14 days after we receive the goods or evidence of return, where applicable. The cost of standard outbound delivery is refunded when legally required; any premium delivery upgrade may be excluded. This takes precedence over any general statement that shipping is non-refundable.

Faulty, damaged or incorrect items

Please report a delivery problem promptly, preferably within 7 days, to help us investigate. This request is not a deadline that removes statutory rights. Sale items and replacement items retain applicable rights; an earlier return or exchange does not remove those rights.

One-year frame warranty

Our frame warranty covers manufacturing defects for one year from delivery. Contact us with proof of purchase and details of the defect so we can assess the appropriate remedy and return arrangements. Normal wear, accidental damage, misuse and damage caused by unauthorised alteration are not manufacturing defects. Prescription accuracy or lens issues are reviewed separately under the faulty or incorrect goods provisions above. This warranty is additional to, and does not replace or shorten, statutory rights.

UK statutory cancellation

For eligible distance purchases, UK customers can notify us of cancellation within 14 days after receipt and have a further 14 days to return the goods. Custom-made goods may be exempt from change-of-mind cancellation; faulty goods rights still apply. You may email a clear cancellation statement identifying your name, order number, items and delivery date to service@wooglasses.com or wooglassesuk@gmail.com.