Returns & Exchanges
Clear guidance on returns, exchanges, and final sale items.

Return Window

All Frames by Madam frames, including sunglasses, optical frames, and readers, may be returned or exchanged within 30 days of delivery if unworn, unused, and returned in original packaging with tags and labels intact.

Purchases From a Retailer

If you purchased your Madam frames through an authorized retailer rather than directly from framesbymadam.com, your return or exchange is handled by that retailer under their own return policy, not by us directly. If you're unsure where your purchase was made, check your original receipt.

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. 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.

Already Own Your Madam Frames?

If your frames simply need cleaning, a repair, or a fit adjustment rather than a return, that's covered separately and for free, for life, through the Madam Promise. Visit our Madam Care page for details.

Non-Returnable Items

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