Shipping & Returns

We want you in a frame that fits your face and your life. Here's how your order reaches you, and what happens if the one you chose isn't the one.

Shipping

Express shipping is free on all orders within the United States and Canada. Orders placed before 2pm ET on a business day typically ship the same or next business day, and always within 1 to 2 business days.

You'll receive tracking by email the moment your order leaves us. If you haven't seen it within two business days, check your spam folder before reaching out.

International orders ship at rates calculated at checkout. Any duties, taxes, or customs charges levied on arrival are the responsibility of the recipient.

Order Changes

We move quickly, which is good news until you spot a typo in your address. Email us as soon as possible and we will change or cancel the order if it hasn't shipped. Once it's with the carrier, it falls under the return policy below.

Lost or Missing Packages

If tracking shows delivered but the package isn't there, give it 48 hours. Carriers occasionally scan early, and packages often turn up with a neighbor or in a side entrance. If it still hasn't appeared, contact us within 7 days of the expected delivery date and we will open a claim and make it right.

The Return Window

Returns and exchanges are accepted within 14 days of delivery. Return shipping within the United States and Canada is on us, with a prepaid label provided when you start your return. Returns may be subject to a restocking fee of up to 10%.

The policy in effect on the date of your purchase is the one that applies to your order.

Condition

Frames must come back to us in the condition they left, ready to go to their next owner. That means:

Unworn, unaltered, and free of scratches or wear
Returned with the original case, cleaning cloth, and packaging
All original tags and documentation included

We may ask for a photo to confirm condition before we issue a return label. This keeps the process quick for everyone and saves you a trip if something isn't eligible.

Frames returned with visible wear, missing components, or damage not caused by a manufacturing defect are not eligible for a refund and will be returned to you.

Prescription Frames

Frames that have been fit with prescription lenses cannot be returned or exchanged. Once a frame has been drilled, grooved, or edged to a prescription, it can no longer be sold as new.

We recommend confirming fit and comfort before taking your frames to an optician. If you are unsure about sizing, reach out to us first and we will help you choose.

Exchanges

Exchanges follow the same 14 day window and condition requirements. If the frame you want is out of stock, we will issue store credit with no expiration so you can come back when it returns.

Refunds

Store credit is the fastest option. We issue it as soon as the carrier scans your return into their system, typically within 3 business days.

Original payment method refunds are issued once your return arrives and is inspected at our facility, typically within 7 business days of delivery back to us. Depending on your bank, it may take a few additional days to appear on your statement.

Refunds are issued to the original payment method only. We are not able to refund to a different card or account.

Not Eligible for Return

Frames fit with prescription lenses
Final sale and clearance items
Gift cards
Frames returned outside the 14 day window

Damaged or Incorrect Orders

If your order arrives damaged, defective, or is not what you ordered, contact us right away and we will make it right at no cost to you. None of the conditions above apply in these cases. For defects that appear later, see our warranty policy.

How to Start a Return

Email us at orders@denoneyewear.com with your order number and the frame you would like to return or exchange. We will confirm eligibility and send a prepaid label, usually within one business day.

A Note on Fair Use

We do monitor return activity, and we reserve the right to limit or decline return privileges on accounts showing a pattern of excessive returns, returns of worn merchandise, or fraudulent claims. We take care to distinguish between a customer who returns occasionally and one who is abusing the policy.

Questions about an order or a return? Email orders@denoneyewear.com and a member of our team will help you directly.