365-Day Warranty

Enjoy peace of mind with our 365-Day Warranty (valid from the date of receipt). This covers any defects in materials or workmanship.

Please note, however, that damages caused by accidents, improper care, or negligence are not included under this warranty.

60-Day Exchange & Return

Not satisfied with your glasses? You can exchange or return them within 60 days of receiving your order. A small shipping fee will apply. Kindly note:

  • Each order is eligible for a one-time exchange or return only.
  • Exchanges cannot be returned or exchanged again.

Return/Exchange Service Procedure

  • Send your aftersale request to our sevice Email box : service@eyecueshop.co.uk.
  • Service Type: Exchange or Refund. Specify the frame type and provide details about the issue.For prescription issues, please upload your original prescription.For damaged or defective glasses, clear photos are required as proof.
  • Once we received your email, we will reply to you within 24-48 hours.Please check your spam folder if you don’t hear back from us prior to chasing us up as it might have gone into this folder. Alternatively, you could directly contact us via Live Chat (24/7 available). Please follow the instructions that are provided by our customer service representative. 🥰

Euecuehsop Liability 

1. My glasses were damaged on arrival. What can I do?

We take full responsibility for any damaged goods upon delivery. You can choose to have your glasses remade for free or receive a full refund.

Please contact us immediately with:
Your order number/Frame number/Photos of the damaged item

2. The glasses I received are not what I ordered!

If we’ve made a mistake with your order (e.g., prescription, frame style/colour, lens type), we’ll take full responsibility.

  • For incorrect prescriptions:
    Send us a photo of your original prescription, your order number, and the frame number.
  • For the wrong frame:Send us a photo of the incorrect frame, along with your order number and frame number.

3. My glasses have missing parts or defects.

If your glasses arrived with missing parts or defects:

  • Send us photos of the issue, along with your order number and frame number.
    If the issue doesn’t affect normal wear and you’d prefer to keep the glasses, we’re happy to offer a partial refund or voucher as compensation.

4. My glasses broke within 60 days of wearing them.

If your glasses become faulty within 60 days due to workmanship or material quality, we’ll:

Remake and resend a new pair free of charge OR Offer you a voucher to use towards your next purchase, with free shipping included.

Your Liability 

1. The frame size is too big for me, so I can’t see out of them.

Finding the right frame size can be tricky when shopping online. Measure your current glasses to confirm your size, and contact us within 60 days of receiving your original glasses. We’ll provide you with a discount code to purchase a new pair.

You’ll only need to cover the shipping costs and any price difference for the new product.

2. The glasses are nice, but they don’t suit me.

  • If you’re unhappy with the style, colour, or coatings, don’t worry—just contact us within 60 days of receiving your glasses.
  • We’ll provide a discount code to help you purchase a new pair. You’ll need to pay for shipping and any price difference for the replacement.
  • Prefer a refund? That’s also an option! Please note that shipping fees are non-refundable.

3. Oh no! I entered the wrong or expired prescription.

  • Unfortunately, we cannot accept expired prescriptions. However, you’re welcome to submit a refund or exchange request within 60 days of receiving your glasses.
  • Please include your original (valid) prescription when submitting your request.
  • Shipping costs and any price differences for the new product will apply.