Refund policy

At Specsmart, we understand that sometimes an item may not meet your expectations. We're here to help you with our straightforward returns and exchanges policy:

You are welcome to return an item if it’s not quite right for you. Please note, however, that return shipping costs are not covered by us. For returns involving prescription lenses, please refer to the detailed information below.

In the rare case that you've received a faulty or damaged item, please contact our customer service team, and we will resolve the issue promptly.

You have 14 days from the receipt of your order to return the item. All returns must be in excellent condition, unworn, cleaned, and in their original packaging, including all accessories. Please use the box provided by Specsmart for returning your eyewear.

We do not offer exchanges, except for purchases of Platinum & Gold Label package lenses. See below for further details:

Non-prescription Eyewear:

  • Full refund.

Eyewear with Bespoke Prescription Lenses:

  • For purchases that include Platinum & Gold Label package lenses, you are entitled to one free exchange (excluding varifocal, Zeiss, Essilor, Ray-Ban, Bolle, Serengeti, Oakley & Maui Jim branded lenses). After the first exchange, we will refund the frame amount, minus a £30 glazing charge.

  • Full refund for frames only.

Varifocal Returns:

  • We handle varifocal returns differently due to the adjustment period. If you experience difficulties with varifocal lenses after a few weeks, we’re happy to exchange them for something more suitable. Simply return your frames to us, and we’ll make any necessary adjustments. If you'd like to switch back to single vision glasses, we can do so free of charge, but the price difference will not be refunded.

To initiate a varifocal swap, please contact our Customer Services Team within 30 days, providing your order details, and we’ll assist you with the returns process.

How to Return Your Item: When returning an item, please include a note inside the box with your full name, order number, contact information, address, and clear instructions on how you would like us to handle your return. Failure to do so may delay processing.

Specsmart Returns Address: Specsmart Returns Dept.
814a Uxbridge Road
Hayes, England
UB4 0RS
United Kingdom

Please use a fully tracked service with appropriate insurance cover when returning your eyewear.

Returning Your Eyewear from the UK: We recommend using Royal Mail Tracked service with appropriate insurance cover. Please note that we are not liable for items lost or damaged during transit.

Returning Your Eyewear from the United States: We recommend using Priority Mail International (6–10 Business Days) with postage prices starting at $30.90. Please note that we are not liable for items lost or damaged during transit.

Returning Your Eyewear from Australia: We recommend using Auspost International Standard delivery with prices starting at $32.25. Please note that we are not liable for items lost or damaged during transit.

For other regions, please use a local tracked postal service with appropriate insurance cover. Specsmart cannot be held responsible for any items lost or damaged during return shipping, so we strongly recommend using a tracked service with insurance coverage.

Bulk Orders: Orders of three or more frames are considered bulk orders. If you wish to return three or more frames, there is a £10 restocking fee per frame, which will be deducted from your refund.

We aim to process your refund as quickly as possible, and in any case, within 14 business days of receiving your return and confirming it in our system.

Change of Mind Returns (within 14 days):

  • Do we provide a return label? No.
  • Do we cover the cost of postage for returning goods? No.
  • Are goods required to be in their original packaging? Yes. No refund will be issued for opened goods returned without their original packaging.

Faulty Goods Returns (within 60 days):

  • Do we provide a return label? No.
  • Do we cover the cost of return postage? Yes, only if the goods have a manufacturing fault.