How long do I have to return my item?
If you are not 100% satisfied with your purchase, you can return it for a full refund any time up to 30 (thirty) days from the date you received the item. If you have any questions about the return process, please contact us at email@example.com, and we will be happy to help.
How do I make a return?
Please send your package back to us, along with a completed returns form (we will email this form to you when you request a return). The returns form states the address that returns must be sent to. As soon as we receive your return, we will start processing it straight away. We will process the return in accordance with the returns policy set out below.
Southern Seas Glasses Returns Policy
- We strongly recommend you return your item recorded delivery and obtain proof of postage. This will allow us to track the item in the event of a delay. Unfortunately, we cannot accept liability for any returns which are lost in the post. Your statutory rights for returns and refunds remain unaffected.
- If you are unsatisfied with your purchase and wish to return an item to us for an exchange or a refund, you must meet the following conditions:
- We will only accept items for return or exchange that are sent to us within 30 (thirty) days of the item being delivered to you, as indicated by the postmark on the return package.
- If you find a problem with your order, you will need to inform us within 7 (seven) days of receipt.
- All items must be returned in their original condition.
- All items must be returned with their original accessories, such as cases, cleaning cloths, etc.
- All items being returned must be sent along with a completed Returns Form. This can be found on the back of your invoice.
- Please be careful to provide correct, valid prescription details. As set out in our guarantee policy even if you or your optician has made a mistake on the prescription, we will refit (or at our discretion) resend the glasses with the revised prescription details. However, please note that where we refit the glasses because of an error on your or your opticians part, we reserve the right to decline or refuse any further orders from you.
- All items, including accessories, must be returned in their original condition. Any item showing signs of wear and tear, or accidental damage by the customer, cannot be exchanged or refunded.
Where do I send my return?
The address for returning any purchase is stated on the returns form. To get a returns form please email us at: firstname.lastname@example.org
Are there any return shipping fees?
Unfortunately, we are unable to refund any shipping costs for returns or exchanges, except where the item is faulty or was sent to you in error. This means that your refund will not include any postal charges incurred upon returning the merchandise. However, we do not charge restocking fees on any of our products.
How do I return a broken or defective item?
If your item is broken or damaged on receipt, please contact us here, so that we can either replace or refund you straight away. If your purchase breaks as a result of a manufacturing defect within 12 (twelve) months of your purchase date, we will refund you or issue you a replacement free of charge. Please note however, that we are unable to either refund/issue replacements for wear and tear caused by the normal use of glasses, or for accidental damage caused by the customer.
We advise you to send a copy of your prescription along with the item(s) and the completed returns form (the returns form can be found on the back of the invoice), so that we can investigate the matter. If we are at fault, we will repair or replace the lenses free of charge, and dispatch them within 7-14 working days of receipt. However, if the prescription details provided by you were incorrect, we regret that we are unable to offer a refund or exchange, if returned to us more than 30 (thirty) days of the item being delivered to you.
When will I receive my refund?
We will inspect all items upon return to ensure they are in their original condition and do not show any signs of use. Once we have received your return, we will refund your original form of payment and send you an email once your return is complete. Please allow at least 5 business days for your refund to appear in your account.
Can I return frames if they don’t suit me or I don't like them?
We will accept returns for products that you don't like, as long as the conditions set out in the Southern Seas Glasses returns policy are met.
Can I return items from a BOGO or BTGO offer?
Buy One Get One Free (BOGO) and Buy Two Get One (BTGO) offers: The offer item has a retail value of £0.00 and has no refund value. If you decide to return the original full-price item(s), you can opt to either return the free item or pay its full retail price.
Buy One Free Get One Half-Price: Item(s) purchased at half the full price paid have a refund value of half the full price (i.e the same price as you paid for it). If you return the original full-price paid item, you may either return the half-price item for a refund at the price you paid or you may keep it and pay the difference of the item's full retail price.
Can I exchange my item?
Yes you can. You may exchange any pair of glasses within 30 days of receipt. Please note however, that we can only accept items for exchange that show no signs of use, are in their original condition, and are returned with their accessories also in original condition.
Unfortunately, we unable to refund any shipping costs for exchanges, except where the item is faulty or was sent to you in error. This means that we will not refund or include any postal charges incurred upon exchanging the merchandise. However, we do not charge restocking fees on any of our products.
How do I return an item for exchange?
Firstly, please contact us for a returns form at: email@example.com
For BOGO or BTGO exchanges: For Buy One Get One or Buy Two Get One offers, you may exchange any item you received for another item on sale on our website, of the same or lesser regular price for an even exchange. Alternatively, you may exchange the item for another item on sale on our website of greater value, in which case you will only pay the difference.
For Buy One Free Get One Half-Price exchanges: You may exchange any item you received for another item of the same or lesser regular price value for an even exchange, or you may exchange any item for another item of greater value, in which case you will only pay the difference.
We recommend that you also contact us straight away at firstname.lastname@example.org with details of the new colour, model or strength you would like. This will enable us to reserve the item for you, if we have it in stock.
When will my new item be shipped?
We will send your new item out as soon as we have received your items back and have confirmed that they show no signs of damage, or wear and tear. Items returned to us for exchange must be returned in their original condition. All items returned to us for exchange must be returned with their original accessories, such as cases, cleaning cloths, etc.
BOGO, BTGO or Buy One Get One Half-Price exchanges for an item of higher value, will be shipped once payment has been made (see above).
We will email you to confirm that we have sent out the new item(s).
We are always here to help! So if you have any questions about our returns and exchanges policy, please feel free to contact us at email@example.com