Returns & Refunds

You have 14 days from the date of delivery to tell us you want to return an order. This is our own policy, offered because buying eyewear you have not physically worn deserves a way out — it is not a statutory cooling-off period, and it sits on top of the rights described in section 6.

To be accepted, a returned item must be:

• unworn and unused, beyond trying it on indoors;
• free of scratches, marks and any sign of outdoor wear;
• in its original packaging with the case, cloth, documentation and any tags still attached;
• accompanied by proof of purchase — your order number is enough.

Once you have told us within the window, you have a further 14 days to get the item back to us.

Some items cannot be accepted back once supplied. These exclusions exist for hygiene and because the goods are made to your individual specification — they are not a way of avoiding responsibility for faulty products.

• Prescription lenses cut to your specification. Once a lens has been glazed to your prescription it cannot be sold to anyone else. If the prescription was fitted incorrectly by us, that is a fault and section 4 applies.
• Contact lenses whose sealed packaging has been opened. Sealed, unopened, in-date boxes can be returned within the window.
• Items damaged after delivery, including scratched lenses, bent frames and accident damage.
• Gift cards and any item described as final sale on its product page at the time of purchase.

1. Tell us within 14 days. Email support@eyevora.com or use the contact form, quoting your order number and which items you are returning.
2. Wait for return instructions. We reply within one working day with the return address and a reference to write on the parcel. Please do not send anything back before you have this — unreferenced parcels are difficult to match to an order.
3. Pack it properly. Include the case and all accessories, and protect the box. Items that arrive damaged because they were posted loose cannot be refunded in full.
4. Send it with a tracked service. Until it reaches us the parcel is your responsibility, and a tracking number is the only way to prove it was sent.

• Change of mind — you pay the return delivery cost, and the original delivery charge is not refunded.
• Faulty, damaged in transit, or the wrong item sent — we pay everything, including return delivery, and refund the original delivery charge in full. Tell us within 48 hours of delivery with photographs.

Where a discount was applied across several items and you return only part of the order, the refund is the amount actually paid for the returned items after the discount was apportioned — not their full list price.

We inspect returns on arrival and email you the outcome. Approved refunds are issued to the original payment method within 14 working days of the item reaching us.

• Card and Apple Pay — refunded to the same card. Your bank typically shows it within a further 5–10 working days; that part is outside our control.
• Tabby and Tamara — we notify the provider, who adjusts or cancels your remaining instalments. Any instalments already taken are returned by them.
• Cash on delivery — refunded by bank transfer. We will ask for account details in the name of the person who placed the order, and only ever by replying to your own return email. We will never ask for them by phone, and we will never ask for a PIN or a one-time code.

If a return is rejected on inspection we will explain why and send the item back to you at no charge.

Frames carry a 12-month warranty from delivery against manufacturing defects — failed hinges, delamination, coating failure that is not the result of wear. The warranty covers repair or replacement; where neither is possible, a refund.

The warranty does not cover:

• scratched lenses, or normal wear to plating and coatings;
• accidental damage, crushing, or sitting on them;
• damage from heat, solvents or unsuitable cleaning products;
• work carried out by a third party after purchase.

Separately and regardless of the warranty, you have rights under UAE Federal Decree-Law No. 15 of 2020 on Consumer Protection and its implementing regulations, including the right to have defective goods repaired, replaced or refunded. Nothing on this page reduces those rights. If we cannot resolve a complaint, you may raise it with the UAE Ministry of Economy’s consumer protection service.

We do not process direct swaps — sizes and stock move too quickly for us to hold a replacement while a return is in transit. Return the original for a refund and place a new order for what you want, which also means you are not waiting on the first parcel to arrive before the second is dispatched.

If the item you want is at risk of selling out, tell us when you start the return and we will hold it where we can.

If your order has not yet been dispatched you can cancel it outright for a full refund, including the delivery charge. Email us with the order number as soon as possible — once a parcel is with the courier it has to be returned under this policy instead.

Prescription lenses move to glazing quickly. Once cutting has begun the order can no longer be cancelled, because the lens is already made to your specification.