|Return and Exchange Policy|
Extended Holiday Return Policy
All orders placed in December 2019 may be returned until Saturday, January 4th, 2020.
Our goal is for you to be 100% satisfied with your purchase! We strive to make sure every order is perfect, and tailor-made to your specifications. All of our frames and branded lenses are guaranteed to be 100% authentic, and defect free. If your frame or lenses are delivered with any defects or damage, we will replace any item to ensure 100% satisfaction.
Need to cancel your order?
If you need to cancel your order for any reason, you may do so within 2 hours of placing your order, completely free of charge. Please notify us by phone or email immediately. If notification is not received within 2 hours, a $20 cancellation fee (20GBP, 20CAD etc.) will be applied on the frame and lenses can not be refunded, as work on your order will have commenced. Once the order has shipped, it cannot be canceled and is subject to the Exchange & Return policies outlined below.
Damaged or Defective?
If the frame or lens you have ordered is delivered defective or damaged in any way, please notify us within 3 business days of receiving your order, and we will process an exchange of your item completely free of charge.
Not the right look? No problem!
We totally understand! Glasses can look different online than they do on you. We want you to be happy and confident with your purchase. That is why we allow a one-time exchange for any other frame in our store, within 5 business days of you receiving your item. All you'll have to pay is the shipping and handling in the amount of $9.95 (and $34.95 for customers outside of the USA), via credit card, or check and money orders payable to "Coolframes LLC". If your new frame is less money, store credit will be provided in lieu of a cash refund. If the item is more expensive, we will invoice you for the difference. Return shipping fee will be the responsibility of the buyer. we recommend getting tracking as we cannot be responsible for a lost return.
Please be advised that we can only accept items for exchange that arrive back to us in the condition you received them. This includes all packaging, lens envelopes, and certificates of authenticity when provided. If your order included custom or prescription lenses, we will do our very best to fit them into your new frame at no charge. This is not always possible, as each lens is specifically cut and shaped by our opticians to fit the frame you selected first. Our optician will advise you if this is not possible, and if the lenses have to be re-made to fit your new selection. This will result in an additional charge for new lenses, which we will provide at a discounted rate that varies depending on your prescription, and lens choice. Plastic lenses are available at a replacement cost of $14.95, plus any additional coatings.
All exchanged items should be received by us within 10 business days.
Second, third, fourth, and unlimited other exchanges will be subject to a restocking fee rules on the cost of the frame. Repeat exchanges for items containing custom or prescription lenses will be handled in the same manner as described above, on a case by case basis.
What about Custom or Prescription Lenses?
If your lenses are delivered to you with damage or are defective in any way due to our manufacturing, we will replace the lens at no additional charge. If the wrong prescription was provided to us, we will work with you to replace the lenses with your proper prescription, at a discounted rate that varies depending on your prescription and lens choice. Plastic lenses are available at a replacement cost of $14.95 or higher depending on the prescription, plus any additional coatings. We strongly recommend that if you are unsure of any aspect of your prescription, that you e-mail or fax the prescription to us to eliminate the possibility of errors that could result in the wrong prescription being provided. Progressive lenses are exchangeable for 60-90 days depending on the brand due to RX change style change or frame change, you need not worry we will exchange the lenses for you for any reason one time so you can purchase without fear.
Returns with no Exchange
All returns must be completed within 10 business days of the item being delivered to you, to ensure proper crediting to your account we ask that all items are returned in original condition including cases cleaning kits and cloths and any brand documents that may have come with your order. Returns without exchange are subject to a 20% restocking fee on the cost of the frame under $249.99, frames Priced over $250 will be subject to a restocking fee of 10%. Unfortunately prescription lenses can not be refunded. Each lens is specifically cut and shaped by our opticians to fit the frame you selected, and can not be re-used on any other frame, even by somebody with the same prescription. Unfortunately no coupons and coolcash cannot be applied to any previous purchases or exchanges. Frames being exchanged for an item on back-order or not available does not warrant a full refund, we can either keep the replacement on back-order or the customer may select another item that is available. You can also request a full value store credit without expiration and is completely transferable. If finally customer does not want store credit or find something to replace the original purchase and decide to return that original purchase the restocking fee rule will apply to that purchase without exception.
Undelivered or Refused Item
Any packages returned as undelivered, or refused, will be subject to a 10% restocking fee, or $20, whichever is greater. Custom or prescription lenses will not be credited.
CUSTOM ORDER FRAMES OR LENSES AND PURCHASES WITH INSURANCE.
We are unable to take any returns on any purchased made using insurance for either frame or lens purchases. We can and will allow an exchange for change in prescription or if a you are unhappy with your frame selection. please call for further detail.
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