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Returns & Exchanges

We make each and every pair of glasses ordered with us at our production facility in Buckinghamshire. Production times vary depending on prescription strength, lens type and frame design.

Returns & Exchanges

We make each and every pair of glasses ordered with us at our production facility in Buckinghamshire. Production times vary depending on prescription strength, lens type and frame design.

How to return your glasses

Arrow
Arrow

Confirm Step 1

Confirm

Contact our customer service team to notify us of the return.

Ship back Step 2

Ship back

Post your glasses with the completed returns form and order number.

Refund or replacement Step 3

Refund or replacement

We will process your refund or exchange within 48 hours of the return being booked in.

30-Day Returns

30-Day Returns

Return for a one-time replacement pair of an equal or lesser value or request a refund within 30 days of your order being dispatched.

We are proud of our service and our team of skilled opticians is dedicated to ensuring your glasses are manufactured to your exact specifications. We make every reasonable effort to ensure that you are satisfied with your purchase and that the correct prescription, lenses and frames are always sent out. However, we realise that problems may occasionally occur.

In the rare case of a problem with your order or if you are in any way dissatisfied with your purchase, please return your glasses along with the completed returns form (which will have been sent with your order or you can Print Returns Form here) to the address below:

Direct Sight
Returns Department
Unit 1, The Business Centre
Raans Road
Amersham
Buckinghamshire
HP6 6FB

365-Day Guarantee

365-Day Guarantee

You are entitled to a one-time replacement pair within 12 months (Only applies to products with clear defects in the workmanship).

We will send you an email to confirm when we have received your return. Please note, it can take up to 48 hours for returned items to filter through to the correct department once the item has reached us.

Please allow up to 14 working days from when your return has been received for a refund to be processed. As lenses are bespoke they are unfortunately not refundable, however, a credit to their value will be available for you to redeem against your next purchase. The cost of the frame and postage paid will be refunded.

In the case of an exchange the advised production times will apply from the date that the return has been received. If any additional payment is required an invoice will be emailed to you for payment to be made. Please refer to our Terms and Conditions for further information.

If you have any questions about returning an item, feel free to contact us on help@directsight.co.uk or call us on 01494 307 345 and a member of our team will be happy to help.

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FAQ's


What is your return policy?
Up
We take pride in the quality of our eyewear. If you're not satisfied with your glasses, just contact us for a refund or replacement!

Take advantage of our 30-Day Free Returns, which lets you exchange or return your glasses, no questions asked. As lenses are bespoke they are unfortunately non refundable, however, a credit to their value will be applied to your account for you to redeem against your next purchase.

Our 365-Day Guarantee entitles you to a one-time replacement pair within 12 months. Please note, this replacement is only for clear defects in material and workmanship and does not cover damage due to accidents, negligence, or improper care.

Returned items must meet the following conditions:

  1. a) If returning items, the product(s) need to reach us within 30 days of the item being dispatched by Direct Sight.
  2. b) If you find a problem with your order, you will need to inform us within 7 days of the date of dispatch.
  3. c) All items must be in their original condition.
  4. d) All items must contain their original accessories, such as case, cloth, etc.
  5. e) All items being returned must be sent along with a completed Returns Form

How do I return the glasses?
Up
If you are not completely satisfied with your purchase you can return the item to us within 30 days from the date of dispatch. You must notify us within 7 days of the date of dispatch that you wish to make a return.

To minimise delays on your return, please complete the enclosed Returns Form to help us understand exactly why you are unsatisfied with the item. This allows us to process your return as quickly as possible. If you encounter vision issues with your new glasses, please include a copy of your prescription in the return package. Post the glasses back to us with the returns form and our team will process the exchange or refund while keeping you up to date with the progress.

How do I know you have received the glasses?
Up
Once we receive your glasses, an email notification will be sent to you. Please be aware that the processing of returns may take a few days, although our aim is to complete the process within 10-14 working days from the date of receipt.

How long do I have to return the glasses?
Up
You can return the glasses for an exchange or a refund within 30 days from the date of dispatch.

Our 365-Day Guarantee entitles you to a one-time replacement pair within 12 months. Please note, this replacement is only for clear defects in material and workmanship and does not cover damage due to accidents, negligence, or improper care.

If you have taken advantage of our Accidental Damage Protection then you have one year from the date of dispatch to return the glasses for a replacement.

Can I return the glasses if I don't like them?
Up
You can return the glasses if you don't like them, for an exchange or a refund within 30 days from the date of dispatch. You must notify us within 7 days of the date of dispatch that you are returning the glasses.

What do I do if a screw has fallen out of my frame?
Up
If your frame develops a fault please contact our customer service team to arrange the return of your glasses and we will aim to fix this for you.

What do I do if I have lost a nose pad from my frame?
Up
Should you find that your glasses are missing a nose pad, please contact us and we will be happy to help. We can either send you a nose pad for you to fit yourself or we can arrange the return of the glasses so that we can fix this for you.

What happens if I provide the wrong prescription?
Up
If you provide the incorrect prescription details when placing your order please do not worry. Return the glasses to us along with the correct prescription required and we will happily replace the lenses for one free exchange at no additional charge.

What do I do if my glasses need adjusting when I receive them?
Up
If your frames require adjusting, you can attempt to adjust them yourself, take them in to an optician or return the glasses to us and we will make the required adjustment for you.

If returning the glasses to us for adjustment, please describe the issue in as much detail as possible on the returns form and send this with the glasses. You can enclose a photo of you wearing the glasses as this may help our technicians identify any issues.

What if my order is damaged?
Up
If your glasses are delivered in anything less than perfect condition please contact our customer service at your earliest convenience. You may be asked to provide a photo of the glasses to show any defect/damage or the glasses may be required to be returned to us. We will quickly make any necessary adjustments or replace the glasses for you.

What do I do if my order never arrives?
Up
In the unlikely event that your order does not arrive please contact our customer service who will investigate the delivery. If the delivery can not be located you will be sent a lost in post claim form. The order will then be reprocessed or refunded for you.

Are prescription lenses refundable?
Up
As prescription lenses are made bespoke to your precise prescription details they are unfortunately not refundable. We do offer one free exchange where the lenses will be remade at no additional cost if you wish to change the frame, have made an error with your prescription or ordered the incorrect lens type. (A charge will be made for a replacement frame or lens type that is a greater cost than the original).

If a refund is requested then a credit to the value of the lenses will be available for you to use against a future purchase.

Is the £19 service fee for Next Day Express refundable?
Up
The service fee for Next Day Express is not refundable.

How do I exchange my glasses?
Up
Making an exchange is easy. Fill out the returns form that will be enclosed with your glasses, writing your order number, the frame name, lens type or prescription change required. Post this with the glasses to us and our team will sort the rest! For further information on how to return the item to us please visit https://www.directsight.co.uk/returns
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Direct Sight (UK) Ltd © 2025. All rights reserved. UK company number: 12447302.