Refund Policy

Last updated: 5 November 2026

Returning frames

If you change your mind, contact us within 14 days after receiving your order. You then have a further 14 days to send the frame back. We offer a refund of the frame price paid, or an exchange if agreed with you. This frame return offer also applies when you bought the frame with custom lenses.

Please take reasonable care of the frame and return it securely packaged with the case, cloth and accessories supplied. You may inspect and try on the frame as you would in a shop. Where permitted by law, we may reduce a refund to reflect loss in value caused by handling beyond what is necessary to inspect it. Missing packaging alone does not remove your statutory rights.

Custom lenses and coatings

Custom-made lenses, including prescription lenses, and coatings added to your specification are not refundable if you change your mind. If you return the frame from a prescription order, the refund covers the frame price only; the custom lens and coating charges are excluded.

This exclusion applies to personalised lens work. It does not remove your rights if the frame or lenses are faulty, not as described or supplied incorrectly. Please contact us before attempting to remove lenses yourself.

How to arrange a return or exchange

Email info@ardoreyewear.co.uk with your order number and whether you want a refund or an exchange. We will provide return instructions. You do not need to give a reason to exercise a statutory cancellation right.

Include your order number and contact details in the parcel. Keep proof of postage. You pay the return postage for a change-of-mind return.

Faulty, damaged or incorrect goods

Contact us with your order number and details of the problem. Photos can help us investigate, where available. We will arrange the appropriate remedy under your consumer rights and cover reasonable return costs where the goods are faulty or supplied incorrectly. There is no seven-day reporting limit on your statutory rights. The custom-lens exclusion does not apply to these rights.

Refunds

Refunds are made to the original payment method. We aim to process accepted returns within 3–5 working days of receipt. For statutory cancellations, we will refund within 14 days of receiving the goods back or receiving evidence that they have been sent back, whichever is earlier. Your payment provider may take additional time to display the refund.

Where the law requires it, we also refund the cost of standard outbound delivery. Any extra amount paid for a premium delivery service is not included in that standard-delivery refund.

Nothing in this policy limits your statutory consumer rights. See our prescription order terms for information about custom lens orders.