Refunds and Returns

Returns & Refunds Policy

Effective Date: 21.07.2025
Jekyll & Hyde Eyewear LTD
Email: info@jhyde.co.uk

1. Overview

We want you to love your eyewear. If something’s not quite right, this page explains how to return or exchange your purchase.

Returns are accepted in line with the policy below. You are responsible for covering the cost of returning your item.

2. Return Eligibility

Item Type Return Window Refund/Exchange Notes
Frame-Only (non-prescription) 14 days from delivery Refund Must be unused, with original packaging
Prescription Lenses 14 days from collection/delivery One-time exchange only Refunds not available once lenses are glazed
Custom / Bespoke Eyewear N/A Not eligible Includes Signature Individual and Custom pieces
Accessories 14 days Refund Must be unused

3. How to Return an Item

  1. Submit the online Returns Form with your order number and reason for return.

  2. We will confirm eligibility and issue return instructions.

  3. Package the item securely in original packaging.

  4. Send using a tracked delivery service to the address provided.

Returns remain your responsibility until received by us. We recommend using Royal Mail Tracked or another insured service.

4. Return Shipping Costs

Customers are responsible for paying return postage.
Original shipping fees (if any) are non-refundable unless the return is due to a fault or error on our part.

5. Exchanges (Prescription Lenses)

Prescription lens orders are eligible for one exchange only within 14 days, typically due to:

  • Adjustment to new lenses

  • Minor vision discomfort

Refunds are not issued on prescription lenses once fitted, as each pair is custom-made.

6. Refunds (Frame-Only Orders)

If eligible, refunds are processed within 5 working days of receiving your returned item.
Funds will be returned to your original payment method.

7. Faulty or Damaged Items

If your item arrives damaged or develops a fault, please contact us immediately with photos. Faulty items are covered under our Warranty Policy.

8. In-Store Returns

Items purchased in-store can be returned to the original location. Please bring your receipt or proof of purchase.

9. Contact

Questions? Reach out to us:
info@jhyde.co.uk