EASY RETURNS
Sometimes things just don’t work out and we totally understand. We want you to love your purchase and will do our best to ensure you are satisfied with the Ossa Frames experience. If you aren’t 100% pleased with your purchase, we are happy to accept returns within 14 days of delivery.
RETURNING PRODUCTS TO OSSAFRAMES.COM
Find your Order # (e.g. 6987). It is contained in your “Order Confirmation” and “Shipment Confirmation” emails and should also be included in your order on the paper packing slip.
RETURNS WITHOUT PRESCRIPTIONS/CUSTOM LENSES
You will have 14* days from the date of delivery to request a return. Once your return is approved, your item must be received in our facility within 14 days. Returns received outside of the 14 days will be denied and returned to you.
For frames that include free lenses and sunglasses, we will refund the cost of the frame (i.e. the cost you paid) deducted for the return shipping cost.
When returning your eyewear, please ensure that the actual item (sunglasses or eyeglasses) is included, along with all original packaging. This means the return must include:
• The sunglasses or eyeglasses
• The sunglasses case
• The cleaning cloth
• Any accompanying paperwork
• The protective plastic (if applicable)
• The brand’s box, if applicable
• The outer box with manufacturer tags, if applicable
• The plastic cover for the temple(s) must be attached to the frame to protect it during transportation.
The eyewear must be returned in its original condition, meaning it should not show any signs of wear, such as makeup stains, fingerprints, or any other visible marks.
Additionally, the item must have the original tag that says “If removed, no returns” still attached to the frame.
The return must be shipped in an outer box (e.g., a mailing box or the carrier’s box) for protection. Please do not ship the return using only the original packaging (sunglasses case, brand’s box, or any similar item), as this can result in damage during transit.
Please note: If any item or a tag is missing from the return or the item shows signs of wear, a restocking fee of 20% will be applied to your refund. If the actual item (sunglasses or eyeglasses) is missing, the refund will be denied, and the received package will be sent back to the customer
Returns can be denied at the discretion of the Returns Department. If your return is denied, it will be returned to the original address on file.
RETURNS WITH PRESCRIPTIONS/CUSTOM LENSES
For items with prescription lenses, we cannot refund the cost of lenses, as this is a customized item.
You must notify us within 14 days of receiving the item that you would like to return your order. The item must be received by us within 14 days of this date.
Please note: returns must be shipped from the same country where the order was delivered. Returns shipped from an address outside the country where the order was delivered will not be accepted.
IMPORTANT INFORMATION! PLEASE READ CAREFULLY!
1. We provide return service via our UPS account that is charged based on the country the return is made from. Return costs may vary between $30-60 depending on package size and location.
2. However, you may use any shipping company of choice. Should you choose this option, please note that we do not accept returns via Post Office. All return services must be door-to-door. We recommend that you insure the return shipment as you are under a duty to take reasonable care of the goods and will be liable for damage to them until we receive them back at our showroom. We are required to use a secure, trackable means to return your order and that you retain proof of sending, in case of a dispute. Please make sure to provide us the tracking number of your return.
3. You must cover the cost of the return shipment.
4. Before your parcel leaves our showroom, it is fully checked and controlled by our packing team. If you receive an item that is damaged, please contact us immediately. All items must be returned new, unused, unaltered and in perfect condition and from the country that the order was delivered to. All frames have a seal label. If removed, sunglasscurator.com may not accept their return or exchange and may send it back to the customer. All original packaging and labels must be returned in good condition as well. Returns that are damaged, soiled or without their original labels may not be accepted and may be sent back to customers on their cost.
5. All successfully returned items will be credited to the account used to originally purchase the items, less any taxes or import duties incurred. The original shipping charges will not be refunded. We will refund the full value of your order, excluding shipping costs, within 10 days of receiving the items back at our showroom, given they are in perfect condition for re-sale.
6. If, for any reason, the order is returned to our boutique and then the customer decides that he / she would like to receive the order again, the customer will have to pay the re-shipping cost of the same order and any return penalty that might be implied.
EXCHANGES
We only replace items if they are defective or damaged. If you need to exchange it for the same item, contact us at order@ossaframes.com
IMPORTANT
Please allow 5-7 business days for your return to be processed, once it has reached our facility. Once a refund has been issued, please allow 24-72 hours for the amount to apply back to your account.
For return authorization and instructions, please email us at order@ossaframes.com
