Refund policy

Returns & Refund Policy

We aim to dispatch all orders as quickly as possible. If all required information is provided, your glasses should arrive within 3–5 working days. We primarily use Royal Mail, but may use alternative couriers where necessary.

Need urgent replacement glasses? Contact us and we’ll do our best to help.

Returns

You may return an item for a refund or exchange within 14 days of delivery, provided:

• The item is in the same condition as received
• All accessories (cases, cloths, promotional/free items) are included
• The item is not an exchange or replacement
• The item is not personalised (non-refundable and non-exchangeable)

Returns remain your responsibility until received by Sapphire Optics. We recommend using a tracked or signed-for service, as we cannot take responsibility for items lost in transit.

Returns are processed within 3–5 working days of receipt.

Prescription Orders

Special order lenses (including varifocal, bifocal, Transitions®, etc.) may take up to 14 working days to be dispatched.

Reglaze Orders

If requesting a refund for lenses fitted into your own frame:
• Return the frame with the newly fitted lenses
• Include your original lenses (sent back during the reglaze process)

We will remove the new lenses, reinstall your original lenses, and return your frame to you.

A £5.95 fee will be deducted to cover return postage. The new lenses will be retained by us.