What Is Your Returns/Exchange Policy?Updated 2 months ago
We want you to love the frames you carry. While we do our best to ensure accurate orders and satisfaction, we understand that sometimes a return is needed. Here's how our return policy works:
Eligibility for Returns
Returns are accepted when accompanied by the purchase of two (2) replacement frames.
To qualify, returned frames must:
- Be unused and in their original packaging
- Be active styles (discontinued frames are not eligible for return outside of the standard return window)
Exceptions
In some cases, we may approve returns outside of the standard policy, including:
- Special accommodations made at the account level
- Order fulfillment or shipping errors
All exception requests are reviewed on a case-by-case basis.
Next Steps
Once we receive your RA details, new order details, and the RA is approved:
- Will will process your new order for fulfillment.
- A credit or discount will be applied to the new order for the number of frames you are returning (if you are returning 4 frames and ordering 8 - we will discount 4 of the frames on the new order down to $0).
- You will receive a order confirmation email with an invoice once the order is processed.
How to Submit a Frame Return
Option A: Submit Directly
- Invoice number
- SKU of the original frame being returned
- SKUs of the two new frames being purchased
If approved:
- A Return Authorization (RA) number will be issued
- A prepaid return label will be included with the shipment of your new frame
After return receipt and inspection, we will send you a confirmation email.
Option B: Submit via Your TOMS Sales Rep
Share the following information with your rep if you have been assigned one:
- Invoice number
- Details and SKUs of the return and exchange frames
Your rep will coordinate with our customer experience team to submit the return request. All communication regarding the RA, label, and refund will be routed through your rep or directly to your office, depending on your preference