Returns; Exchanges


Clear guidance on returns, exchanges, and final sale items.

Last updated: October 14, 2025

Return Window

Sunglasses & Optical Frames (no prescription lenses)
Frames may be returned or exchanged within 30 days of delivery if unworn and returned in their original packaging with tags and labels.

Readers
Readers may be returned within 30 days if unused and in resaleable condition.

Prescription Lenses & Custom Work
Prescription lenses and customized items are final sale and cannot be returned or exchanged except in cases of manufacturing defects or workmanship errors.

International Returns

International customers are responsible for return shipping costs unless we confirm a defect or order error. When returning items internationally, parcels should be marked as “Returned Goods” to help avoid additional import charges.

EU / UK Consumers — Right of Withdrawal

Customers located in the European Union or United Kingdom may have a statutory right to withdraw from certain online purchases within 14 days of delivery. This right does not apply to customized or prescription products. To exercise this right, please notify us by email within the withdrawal period and return the product promptly in its original condition.

Condition Requirements

  • Frames must be free from wear, scratches, or damage
  • Frames must not have been adjusted or modified
  • Lenses must not have been replaced or altered
  • All cases, packaging, accessories, and inserts must be included

How to Start a Return

To request a return or exchange, please email:

support@framesbymadam.com

Include your order number and reason for the return. If approved, we will provide a Return Merchandise Authorization (RMA) and instructions. We recommend using a trackable shipping service for international returns.

Defective or Incorrect Items

If you receive a defective or incorrect item, please contact us within 7 days of delivery and include photos of the issue. We will arrange a repair, replacement, or refund depending on the situation.

Non-Returnable Items

  • Gift cards
  • Final-sale items
  • Products that have been used, altered, or damaged after delivery