We want you to love your new eyewear. If something doesn’t meet your expectations, we are here to help.
The Return Process
Unworn, undamaged frames can be returned within 7 days for a full refund. The following items are final sale:
- Sale merchandise
- Frames with lens add-ons or upgrades, such as prescription lenses or polarized upgrades
Frames must be returned in their original packaging, cases and cloths intact. Visionist will provide a shipping label automatically generated on our return portal for all returnable items except for orders containing Cartier and Maybach merchandise.
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.
If you wish to return Cartier and Maybach merchandise and your order does not contain final-sale items, request a return through our return portal. You will be given return instructions and are responsible for shipping and returning your items back to us. Items not received, or items received damaged, will not be refunded and issues must be taken up with your shipping company. We recommend shipping your items back via Fedex or UPS with delivery confirmation and the appropriate insurance. Once your eligible items are received, Visionist will process your return.
Product purchased on sale is non-returnable.
Frame with a Visionist Lens
All orders containing lenses are final sale. Should you have any issues with a prescription lens made by Visionist, we offer a one-time, no-cost prescription change within 90 days under our Prescription Warranty.
Please reach out to a Visionist to let us know how we can help perfect your vision.
Build a Pair Orders
All Build a Pair sales are final. Find more information about Build a Pair custom eyewear tool here.
This policy was last updated February 16th. For returns on orders placed before February 16th, contact Visionist with questions.
How To Initiate A Return
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.
For applicable product, you'll receive a Fedex label and return authorization paperwork right away. Please ensure your label and return authorization number appear on the outside of the box.
For orders containing Cartier or Maybach that meet our return requirements, you'll be given instructions on where to ship your return via our returns portal. You are responsible for the cost and insurance of your return shipment. We recommend shipping via Fedex or UPS and purchasing the appropriate insurance.
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.
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 firstname.lastname@example.org, 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.
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.