Shipping & Returns
Returns & Exchanges
We want you to love your eyewear. If something isn’t right, email service@eydio.com with your order number and we’ll help you with the next steps.
Returns at a Glance
| Reason | Contact Us Within | Refund & Exchange Terms |
|---|---|---|
| Manufacturing or quality issue | 30 days of delivery | Return or exchange your entire order. A full refund includes the original shipping cost. |
| Fit, sizing, or change of mind | 14 days of delivery | Return or exchange eligible items. Original shipping fees are non-refundable for orders under $79 USD. No restocking fee applies unless your return includes three or more pairs. |
Please review the eligibility and special conditions below before requesting a return.
Can I Return My Glasses?
All glasses are eligible for return or exchange under this policy, except those fitted with ZEISS, Essilor, or Transitions branded lenses.
Eligible for Return or Exchange
Glasses with non-branded lenses are eligible for return or exchange within the applicable return window, subject to the terms of this policy. Eligible options include:
- 1.74 high-index lenses
- Progressive lenses
- Photochromic lenses, excluding Transitions branded lenses
- Anti-fatigue lenses
- Prescription sunglasses with non-branded lenses
Not Eligible for Return or Exchange
Glasses fitted with ZEISS, Essilor, or Transitions branded lenses cannot be returned or exchanged. This applies to the entire pair, including the frame.
Not sure which lenses you ordered? Email service@eydio.com with your order number and we’ll confirm which terms apply to your glasses.
If you believe your glasses have a manufacturing or quality issue, please contact our team so we can review it.
Exchanges — One Exchange Only
Eligible items may be exchanged once only within the applicable return window.
Items received through an exchange are final sale and cannot be returned or exchanged again.
How to Request a Return
- Contact us. Email service@eydio.com with your order number and reason for return.
- Receive return instructions. Our team will provide the return address and instructions.
- Send your glasses back. Ship your return within 7 days of receiving your return label. Returns not shipped within this period will become ineligible, and the return request will be cancelled.
- Receive your refund. After we receive and inspect your return, we’ll issue your refund to your original payment method.
You only need to return the glasses. You may keep the complimentary packaging box, glasses case, and cleaning cloth. Keeping these items will not affect your refund.
Returns of Three or More Pairs
If your return request includes three or more pairs, including pairs purchased across multiple orders, the following conditions apply:
- Exchanges are not available.
- Original shipping fees are non-refundable.
- You are responsible for return shipping costs.
- A restocking fee applies as shown below.
| Item Type | Restocking Fee |
|---|---|
| Frames only | 10% |
| Prescription glasses | 20% |
Prescription lenses are custom-made and cannot be resold.
Order Changes & Cancellations
Before Processing Begins
Contact us within 2 hours of placing your order. We’ll do our best to change or cancel it at no charge, provided processing has not started.
After Processing Begins
Once your order status is “In Progress” or “Processing,” our lab has begun making your custom lenses.
We cannot directly change the frame, color, lens options, prescription, PD, quantity, or shipping address. Changes require cancellation and a new order, with a 10% processing fee deducted to cover lab and setup costs.
This fee also applies to cancellation or exchange requests caused by incorrect prescription or order information you submitted after processing has begun.
Please double-check your prescription and personal details before placing your order.
After Shipment
Orders cannot be changed or cancelled once shipped. Please refer to the Returns & Exchanges section for next steps.
Incorrect Shipping Addresses
Please check your shipping address carefully before placing your order. Once an order has shipped, we cannot refund or replace it if delivery fails because the address provided at checkout was incorrect or incomplete.
Shipping
Shipping Rates
- Free shipping on orders over $79 USD.
-
Orders under $79 USD:
- $7.90 flat rate for the US, UK, and Canada.
- $9.90 flat rate for all other countries.
Processing Time
Most orders ship the same day or next business day.
Prescription lenses are custom-crafted in partnership with one of the world’s largest optical labs for exceptional speed and precision.
Delivery Time
Standard delivery: 7–12 business days.
Excludes remote areas.
Delivery times may occasionally be extended due to public holidays, severe weather, carrier delays, customs inspections, or other circumstances beyond our control. We appreciate your patience and understanding.
Order Tracking
Once your order ships, you’ll receive a tracking number by email to follow your eyewear’s journey.
Customs & Duties
International customers may be responsible for customs duties or taxes according to local regulations.
