Return and Exchange Policy

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 lens is 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. If you have found a lower price, we will match, or beat, the price you have found!


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 "Optical Store". 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. We are unable to process a return shipping back to buyer using customers own shipping label, for your protection, as our shipping labels are insured for damage or loss. We cannot be held liable for any shipments that do not use our shipping labels.


Second, third, fourth, and unlimited other exchanges will be subject to a 20% processing fee 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, 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. Eyezen lenses are a custom only single vision lens that may come with a scratch warranty depending on material and anti glare coating they are unfortunately unavailable for RX exchange. please Make sure the Eyezen lens you are buying is the correct one or of course you can call our customer service team and speak to one of our opticians to advice on which Eyezen is right for you.
Are there any limitations?


Returns with no Exchange

All returns must be completed within 10 business days of the item being delivered to you. Returns without exchange are subject to a 20% restocking fee on the cost of the frame or contact lens. Unfortunately, custom or prescription lenses, and opened contact 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 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 a 20% restocking fee will apply to that purchase without exception.


Undeliverable or Refused Item

Any packages returned as undeliverable, 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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INDEPENDENTLY OWNED SINCE 1997

CoolFrames has proudly been independently owned, and family operated since 1997! As an authorized retailer of all of the brands we carry, all eyeglasses, sunglasses, lenses, and goggles come with a standard 1 year manufacturers warranty, and are guaranteed 100% authentic.

Your order can be shipped worldwide, directly from our New York boutique.