Returns & Refunds
Returns & Refunds
We want every J.HYDE experience to be right. If something isn’t, we want to know.
01 — Your online order
If you have purchased frames or accessories online and they are not right for you, we are happy to accept a return within 14 days of delivery.
To be eligible, items must be unworn and unused, in their original condition, and returned in the original packaging with all accessories included.
To begin a return, email us at info@jhyde.co.uk with your order number and reason for return. We will confirm eligibility and provide return instructions.
Please package your item securely and use a tracked delivery service. Returns remain your responsibility until received by us. Return postage is the responsibility of the customer unless the item is faulty or incorrect.
Once we receive and inspect your return, we will process your refund to the original payment method within 5 to 7 working days.
02 — In-store frame purchases
If you have purchased frames in-studio without prescription lenses and wish to return them, we offer an exchange or store credit within 7 days of purchase, provided the frames are unworn and in their original condition with all packaging and accessories.
We are unable to offer cash refunds on in-store frame purchases. If you are unsure about a frame at the point of purchase, our team are always happy to spend more time with you before you commit.
03 — In-store prescription eyewear
Every pair of J.HYDE prescription frames is personally dispensed, fitted, and checked before it leaves with you. That standard of care is at the heart of everything we do.
If anything feels off after collection, please come back in. This is always the right first step, and in most cases, the only step needed.
Vision
If your vision does not feel comfortable within the adaptation windows outlined in your aftercare guide, please get in touch. We will arrange a clinical review with our optometrist to assess your prescription and lenses.
Where an adjustment or refinement is needed, we will remake your lenses. We will not consider the job done until your eyewear works exactly as it should.
Fit and comfort
Frame fit naturally settles over the first few wears. If after a week you are experiencing persistent pressure, discomfort, or uneven alignment, come in and we will adjust your frames at no charge.
We are happy to make adjustments for as long as you own your J.HYDE frames.
04 — Signature, Custom and Bespoke
Signature RTW, Custom, and Bespoke pieces are made to order and are not eligible for return or exchange. This applies to all made-to-order eyewear regardless of whether prescription lenses have been fitted.
If you have a concern about a Signature piece, please get in touch and we will do everything we can to put it right.
05 — Zeiss lens warranty
All clear Zeiss lenses supplied by J.HYDE are covered by an 18-month manufacturer’s guarantee against superficial scratching through normal everyday wear.
To make a claim, bring your frames into either studio. We will assess the lenses and manage the process with Zeiss directly on your behalf.
Full warranty details are available in your aftercare guide or in either studio.
One replacement set per purchase. This guarantee applies to clear Zeiss lenses only and does not extend to tinted lenses.
06 — Faulty items
If your item arrives damaged or develops a fault, please contact us immediately at info@jhyde.co.uk with your order number and photographs of the issue. Faulty items are assessed and handled individually.
07 — We are here
If you have any concerns at all, please reach out. We would always rather hear from you.
Birmingham City Centre
0121 643 7066
Mere Green
0121 294 2114
Email
info@jhyde.co.uk
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