Return Policy

We want you to love your new eyewear. If something doesn’t meet your expectations, we are here to help.

Frame Returns

Unworn, undamaged frames can be returned within 7 days for a full refund (excludes sale items). Frames must be returned in their original packaging, cases and cloths intact. 

To ensure the safe and timely return of your order, frames are to be returned only to a Fedex location or FedEx Office Print & Ship Centre. This excludes FedEx authorized ship centers: Walgreens, Drop Box Locations and Office Depot. We recommend getting a receipt confirmation from the Fedex associate that the package has been scanned to ensure there is record of the drop-off. Once the frame has been received at Visionist, a refund will be initiated
If a frame is returned via Walgreens, Drop Box, or similar location, Visionist is not liable for loss or damages to your return package, and Visionist will not refund an order due to issues receiving your return.

Sale Product

Product purchased on sale is non-returnable.

Frame with a Visionist Lens

All unworn and undamaged frames purchased with a Visionist lens can be returned within 7 days, hassle-free. Upon receiving of the returned eyewear or sunwear, receive full credit on the frame and 50% credit on the lenses.

If you’re considering returning because of a prescription lens issue, please see our Prescription Warranty process and reach out to our Visionists so we can assist!

There is a limit to one return of frames with a Visionist lens per order.

Build a Pair Orders

All Build a Pair sales are final. Find more information about Build a Pair custom eyewear tool here.

To Set Up a Return

We can only accept returns on products that were purchased through Visionist. 

To initiate a request, please log in to your account and go to the returns tab or proceed straight to the returns portal to indicate the product you wish to return. You will have the option to select a refund or a store credit.

You'll receive a Fedex label and return authorization paperwork within 48 hours. Please ensure your label and return authorization number appear on the outside of the box.

Please allow 5-7 business days for processing once your return has been received. It may take up to 10 business days to reflect as a refund on the original payment method, depending on your bank’s processing time.

Shipping charges are non-refundable.

Order Modifications

We understand mistakes happen. We are able to make certain modifications or cancellations to your order up to one (1) hour after you complete your purchase. Please e-mail team@hellovisionist.com, chat us or call us at (888) 912-5341 if you need to make any changes. We will make every effort to modify your order past the window.

Post-Purchase Service

From time to time, frames need adjustment, in-person fittings or tightening. Our network of the nation’s best eyewear stores would be happy to help with any service needs. Should you require a recommendation or not live within proximity to a store within our network, speak with a Visionist so we may recommend the best next step.