Returns Policy


At iChoose, we guarantee the quality of our eyewear – both our frames and our sides. If you’re not completely happy with your purchase, we want to make it right.

We have a 7-day fit guarantee that allows customers to exchange or return items for a full refund up to 7 working days after delivery – no questions asked. All you have to do is send everything back to us in its original condition and in its original packaging with the order number clearly marked. That includes the faulty item itself, the free sides, and all accessories (e.g. cases, cloths, and rings). To avoid items being damaged upon return, please package them suitably. Please note that returned items must reach us within 14 working days of our original delivery date.

We also have our 365-day product guarantee, which entitles customers to a one-time replacement pair of glasses or sides within 12 months of despatch. The replacement will only be issued if there are clear defects in the material or workmanship.

Our 365-day product warranty does not cover damage caused by accident, negligence, or improper care.

Returning Faulty Items

To initiate your return order or part-order, contact us by phone, email, or web message. All of our details are on our Contact page.

We will provide you with a pre-paid returns label from Royal Mail to send your items back to us. If your location isn't covered by Royal Mail, we will reimburse you for the cost of returning the item via standard postage in your region. Please also ensure the package is equal to or smaller than 61cm (L) x 46cm (W) x 46cm (D) in size otherwise we're unable to cover the cost of return.

Seeing as we’re unable to take responsibility for any packages lost in the post, please obtain proof of purchase from the Post Office.

Again, our 365-day product warranty does not cover damage caused by accidents, negligence, or improper care.

Replacements

Once we’ve received your returned items and our product quality team have had a look at them, we’ll set to work on manufacturing the replacements. Despatch dates will vary depending on the type of lenses you ordered but we’ll keep you informed of any updates, and email you when the new order’s been despatched.

If a repair or replacement isn’t possible, or the replacement isn’t in stock, you may choose an alternative item of equal value instead, or receive a full refund excluding delivery costs. If you choose to have the frames glazed elsewhere, please note that you do so at your own risk, as any damage incurred won’t be covered by our 365-day product guarantee.

Refunds

Please note that refunds can take 7-10 working days to appear in your account depending on which bank you’re with and where it’s located. We’ll make any refund payment due to you (excluding initial delivery costs) within 20 working days from the day the order is despatched. Additionally, if any part of the returned order is incomplete (i.e., free sides are missing), you may not get a full refund.

If you’re returning an item within 14 working days after delivery we’ll refund the price you paid for the item, excluding initial delivery costs.

In the case of faulty or damaged items, if it turns out the returned items are not as described (i.e., perfectly fine and/or functional) you’ll be responsible for the cost of returning them subject to any rights you have under UK consumer legislation. Advice about your legal rights is available from your local Citizens Advice Bureau or Trading Standards office.

Cancelling an Order

Every pair of glasses we make is bespoke, tailored to your vision’s exact needs and requirements. For this reason, we can only accept cancellations made up to 60 minutes from the point of order. The full price and cost of postage will then be refunded back to you. Please be aware there may be a slight delay in refunding.

Please refer to our Terms & Conditions for more information.