LONDON

RETURN POLICY

Focus & Frame Eyewear Return & Exchange Policy

We want you to love your glasses—and see clearly doing it. Below is our return and exchange policy to ensure your experience with Focus & Frame is smooth and intentional:

1. Incorrect Prescription (within 30 days)

• We will verify your submitted prescription against the lenses received.
• Once confirmed, a prepaid USPS return label will be sent.
• After review, we’ll remake and return your original frame with updated lenses.
• You may choose a full refund or store credit for the cost of the lenses.

2. Manufacturer Defect or Damaged Frame (within 14 days)

• Upload a clear photo of the damage for review.
• If verified, a prepaid USPS return label will be provided.
• We’ll replace and ship a new frame to you.
• You may also opt for store credit or a frame-only refund.

3. Customer-Damaged Frame (within 30 days)

• Return your glasses to us for repair or replacement.
• A $19.95 shipping & handling fee applies.
• We’ll send your frame back repaired or replaced.
• You may also choose store credit or a frame-only refund.
  

4. Wrong Frame Received (within 14 days)

• Upload a photo of the incorrect item for verification.
• Once approved, a prepaid USPS return label will be sent.
• We’ll promptly ship you the correct frame.
• A frame-only refund or store credit is also available.

5. Prescription Change – Same Frame (within 30 days)

• Return your glasses to update the lenses.
• You'll be charged for the new lenses and return shipping.
• We’ll return your frame with the updated prescription installed.

6. Frame Style Preference (within 14 days)

• Changed your mind? No problem.
• Return the unused frame for store credit (frame cost only).

7. Scratch Warranty – Polycarbonate or Anti-Reflective Coating (1 year)

• Return your scratched lenses within 12 months.
• A $19.95 shipping & handling fee applies.
• We’ll remake the lenses and ship them back in your original frame.

For prescription orders made during in-person events

Prescriptions must be emailed within 90 days from the date of service for fulfillment.

In the event your prescription is not received within 60 days we will mail you the frame without your prescription. Prescription price will forfeit refunding and will be absorbed in frame price.

Still have questions?

Email us at weloveusshop@essence.com and we’ll help bring your vision back into focus.