Return Policy
Our Commitment We want you to love your new eyewear. If something doesn’t meet your expectations, we're here to help.
Frame Returns Unworn, undamaged frames can be returned within 7 days, except for:
- Sale merchandise
- Frames with lens add-ons or upgrades (e.g., prescription lenses, polarized lenses)
- International orders
Returns must include original packaging, cases, and cloths. Visionist provides a shipping label via our return portal for returnable items, except for Cartier and Maybach merchandise. See Cartier and Maybach Returns below for more.
Return Process
- Ship returns only through UPS locations or UPS Stores (excludes authorized ship centers like Walgreens, Drop Box Locations, Office Depot).
- Obtain a receipt confirmation from UPS for record-keeping.
- Visionist is not liable for returns shipped from unauthorized locations.
Cartier and Maybach Returns
- Request a return through our portal for eligible items.
- You are responsible for shipping and insurance.
- We recommend using FedEx or UPS with delivery confirmation.
- Visionist will process refunds upon receiving eligible items.
Fees
- First return on eligible items is free (excluding Cartier or Maybach).
- Subsequent returns incur a $25 handling fee, deducted from your refund.
- Free ground shipping on orders over $200; a nominal fee for orders under $200. Expedited shipping is available at an additional cost.
Lens Orders All orders containing lenses are final sale. Visionist offers a one-time, no-cost prescription change within 90 days under our Prescription Warranty.
Initiating a Return
- Returns are accepted for products purchased through Visionist only.
- Log in to your account or visit our returns portal to initiate a return. Select either a refund or store credit.
- Cartier and Maybach returns require shipping and insurance at your cost. Return requests must be received within 21 days of the order date.
- Allow 5-7 business days for processing, and up to 10 business days for refunds to appear, depending on your bank.
Order Modifications Modifications or cancellations can be made within one hour of purchase. Contact us via email, chat, or phone at (888) 912-5341. We’ll do our best to accommodate requests beyond this window.
Post-Purchase Service For frame adjustments or fittings, our network of eyewear stores is available. Contact a Visionist for assistance if you need recommendations or are not near a network store.