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Shipping and returns policy
Find out all you need to know about our shipping policy, shipping costs, returns policy and purchase refunds.
Shipping information
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What are your shipping options? When selecting a shipping method in your cart, you will find different options catered to your needs.
What are your shipping options? When selecting a shipping method in your cart, you will find different options catered to your needs.
Order type
Cost
Shipping days
Responsible Shipping
Free
7 business days*
Ground
Free
7 days
Express
$9.99
1 day
On top of the shipping days, we will take extra days to process your order depending on whether it includes prescription eyewear, non-prescription eyewear or contact lenses.
Prescription eyewearrequires (up-to) 7 days to process plus shipping. Non-prescription requires (up-to) 2 days to process plus shipping. Contact lenses require (up-to) 2 days to process plus shipping.
Responsible Shipping
Responsible Shipping option is fulfilled by logistics providers using sustainable solutions to reduce climate impact. Delivery may take up to 7 business days.
This shipping option consists of either:
1. Full ground service: shipments served via truck. Transportation emissions are reduced by exclusively using ground transportation instead of other available shipping modes with higher emissions. Not applicable to destinations that do not have such other shipping modes; other exclusions may apply.
2. Emission compensation program (if provided by selected transportation carriers): providers calculate carbon emissions from pickup to delivery; the carbon emissions are then offset through climate protection projects including reforestation, renewable energy, waste disposal, wind power and others, supported by the logistics providers. The carbon neutral service is verified by a certified auditing company (i.e. Société Générale de Surveillance).
Below the list of the logistics providers that can provide emissions compensation:
- UPS (itself or in partnership with USPS): https://about.ups.com/us/en/our-company/governance/carbon-neutral-credentials.html
- DHL (itself or in partnership with USPS): https://www.dhl.com/us-en/home/press/press-archive/2021/dhl-launches-100-percent-carbon-neutral-us-domestic-product.html
*Some exclusions may apply.
Return policy
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Need to return your eyewear? Here's how to handle the return of your online & in-store purchases.
Need to return your eyewear? Here's how to handle the return of your online & in-store purchases.
You can return your eyewear for an exchange, replacement, or refund within 30 days of the dispense date,
which is the day they arrive at your home or the day you purchase them in store.
Please note: Applies to original purchase and does not cover accidental damage, scratches, breakage, or theft.
RETURNING ONLINE PURCHASES
Items must be returned in their original condition (with original packaging, unused, untested, original tags, and are resellable). If we receive returned items in a condition that doesn't meet our return requirements, we will decline the return. Should you submit a non-compliant return, you authorize us to charge you for the full amount of the non-compliant return using your original payment method and/or to reverse any refunds previously issued. Refunds will be issued after the returned product is received and inspected.
Request a replacement or exchange
- ● Please contact Customer Care by phone or chat for assistance with replacing or exchanging an item.
Request a refund
- ● To get the ball rolling, please visit https://www.luxotticacustomercare.com/lenscrafters/returns or Contact us to provide details about your return. We will email a prepaid shipping label or an update within 48 hours.
Next Steps
- ● Once you receive your prepaid shipping label, pack up your product, attach the label and drop off at any UPS location.
- ● Upon receiving, we will inspect your return. If approved, we’ll proceed with your exchange or refund. The process can take about 7-10 days and you’ll receive an email confirming your refund or exchange. For any questions, please give our Customer Care team a call.
Chat with us
Got questions about your returns?
Chat with out customer service team and get answers on the spot from Monday - Friday: 09:00 AM - 05:30 PM EDT.Click here to chat now
RETURNING IN-STORE PURCHASES
If you purchased your eyewear in store, returning is simple. All you have to do is:
- ● Take them back to the same location you bought them at.
- ● Make sure they're in original condition and undamaged.
- ● Bring your receipt and an associate will guide you through the return process.
Contact us for any question