Return instructions

Not completely satisfied with your purchase? You can request a return for an eligible product within 30 calendar days of delivery.

Follow the steps below to return your order safely and correctly.

1. Request Your Return

Send an email to [email protected] with the following information:

• Subject: Return Request – [Order Number]
• Your order number.

Our Customer Care team will provide the appropriate return instructions, including the correct shipping address and any additional information required for your order.

If you are exercising your statutory right of withdrawal within the first 14 calendar days, simply communicate your decision clearly within that period. Prior approval is not required to exercise this right.

2. Check Which Return Procedure Applies to Your Order

The return procedure depends on when your order was placed.

Orders placed before 28 September 2026

These orders follow our standard LookerOnline return procedure.

• Contact our Customer Care team to request your return instructions.
• You are responsible for arranging and paying for return shipping in the case of an ordinary change-of-mind return.
• We will provide the correct return address and any necessary shipping instructions.

Orders placed on or after 28 September 2026

For international orders, the return procedure may vary depending on your destination and how your order was processed.

• Contact our Customer Care team using the email address above.
• We will check your order and provide the correct return procedure, shipping address and applicable shipping arrangements.
• Any applicable customer-paid return shipping charges will be communicated in accordance with the terms of your order and applicable law.

Important: Please do not ship your return before receiving the correct return address and instructions. Sending a parcel to an incorrect address may result in delays or additional costs.

3. Prepare Your Parcel

Once you have received your return instructions:

1. Place the eyewear, branded case, accessories, labels, documentation and any other components originally supplied securely inside a suitable shipping box, preferably the original shipping box.
2. Protect the product and its packaging against damage during transport. Do not apply adhesive tape or shipping labels directly to branded product packaging.
3. Use the confirmed return address and follow any additional shipping or customs instructions provided for your order.
4. Use a tracked shipping service and retain your proof of dispatch and tracking number.

For ordinary change-of-mind returns, return shipping costs are borne by the customer unless otherwise agreed or required by law. Different arrangements apply where the responsible Seller is legally required to cover return costs, such as in cases of confirmed non-conformity or an incorrect product.

4. Return Deadlines

• Days 1–14: You may exercise your statutory right of withdrawal within 14 calendar days of delivery, where applicable. The parcel must then be sent back within 14 calendar days of communicating your withdrawal, unless otherwise provided by law.
• Days 15–30: You may request a return under our additional voluntary return policy. Your request must reach us within 30 calendar days of delivery. Once you receive the return instructions, you have 14 calendar days to dispatch the parcel, unless otherwise agreed in writing.

5. Important Return Conditions

• Product condition: During the statutory withdrawal period, products may be handled and tried on as reasonably necessary to assess them. Any diminished value resulting from excessive handling may be deducted where permitted by law. For voluntary returns from day 15 to day 30, products must be unused, undamaged, unaltered and complete with the components and packaging originally supplied.
• Prescription and personalised eyewear: Eyewear with lenses specifically cut, processed or mounted according to your individual specifications is excluded from change-of-mind returns where the applicable legal exclusion applies. This includes both the frame and the fitted lenses. Your statutory rights in the event of a lack of conformity remain unaffected.
• Multiple-item returns: If two or more products from the same order are returned during the voluntary period (days 15–30), a 25% deduction applies to their refundable purchase price, unless otherwise expressly agreed in writing. This does not apply to statutory withdrawal or mandatory remedies for incorrect or non-conforming products.
• International returns: Additional customs documentation may be required. For returns from outside the EU, actual, reasonable and documented customs or re-import costs may be deducted where permitted by law and the applicable order terms.

Received an Incorrect or Damaged Product?

If your parcel arrives damaged, contains an incorrect or missing product, appears empty or shows signs of tampering, please contact us without undue delay and within 24 hours of delivery.

Email [email protected] with your order number, a description of the issue and clear photographs. Please retain the product, shipping box, packaging and shipping label. Additional evidence may be requested where reasonably necessary.

For other suspected manufacturing defects or product conformity issues, contact our Customer Care team with your order number and details of the problem.

Where a lack of conformity or incorrect supply is established, the responsible Seller will provide the remedies required by applicable law and bear the relevant costs where legally required. The 24-hour reporting request for apparent delivery issues does not limit your statutory legal guarantee.

Refunds

Once your return has been received and, where applicable, inspected, your refund will be processed in accordance with our Refund Policy.

For statutory withdrawal, reimbursement is due without undue delay and within 14 calendar days after the Seller is informed of your decision to withdraw. Where permitted by law, reimbursement may be withheld until the goods have been received or proof of their return has been provided, whichever occurs first.

Refunds are normally issued to the original payment method, unless otherwise expressly agreed without additional fees to the consumer. Processing times may vary depending on your payment provider.

Need Assistance?

Our Customer Care team is available to help you with your return.

Simply email [email protected], including your order number, and we will guide you through the applicable procedure.

For full eligibility requirements, exclusions, refund conditions and statutory rights, please consult our Refund Policy and Terms and Conditions.

Last updated: 30 September 2026