How to return your glasses
Step 1
Confirm
Contact our customer service team to notify us of the return.
Step 2
Ship back
Post your glasses with the completed returns form and order number.
Step 3
Refund or replacement
We will process your refund or exchange within 48 hours of the return being booked in.
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
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.
Related Categories
FAQ's
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:
- a) If returning items, the product(s) need to reach us within 30 days of the item being dispatched by Direct Sight.
- b) If you find a problem with your order, you will need to inform us within 7 days of the date of dispatch.
- c) All items must be in their original condition.
- d) All items must contain their original accessories, such as case, cloth, etc.
- e) All items being returned must be sent along with a completed Returns Form
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.
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.
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.
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.