What are the conditions for returning a frame?
- 48 hours free returns policy, subject to these Terms and conditions.
- We do not accept returns for damaged products, please inspect the frames and lenses carefully upon delivery and if necessary reject it on the spot.
- We do not accept returns for prescription lenses (including photochromatic and polarised lenses). We work with a local optician to fit prescription lenses shared by clients on our frames. Please ensure that you’ve given out your correct prescription so as to avoid this.
How do I return a frame/ What happens once I have returned a frame?
- For any return request please contact our Customer Service Call Center at 0796 959977 or click here to WhatsApp us.
What happens once I have returned a frame?
- We will perform a careful quality check.
If the claim is valid we will refund you you according to your requested refund method.
The process may take up to 7 days from when your return request was submitted.
- If your return is invalid then we will call you to explain the issue and send the frame(s) back to you. We will arrange the delivery of the frame(s).
- We keep track of all return requests and use the data to improve our product quality and service.
I received something I didn’t order. What now?
- On delivery, kindly ensure to verify that the frame delivered is in good condition and reject if it does not match your order. In the case you accept it from the delivery agent, you can still return it within 48 hours (in the same new condition).
Can I return my frame(s) after the timeline to return has expired?
- Sorry, returns are not possible after the 48 hours return period. For any inquiries contact our Customer Service Call Center at
Do I have to pay for shipping charges when I return a frame?
- Within Nairobi we can, at our own discretion, arrange to pick it up at no cost but out of Nairobi you’ll have to pay for courier charges.
What should I do if I want to exchange a frame?
- You will have to return the frame within 48 hours after the delivery. We will receive the frame and inspect to ensure it’s in good condition then send out the exchange. If it will not be in good condition we will call you to explain the issue and send the product back to you again. But if it’s in good condition we will send out the exchange frame. Please be advised there will be additional courier charges.