If a pair goes back

Returns are handled entirely by our retail partner, under their standard policy, from the account you ordered with. Here is what that means in practice.

Who handles the return

The partner does. They took the payment, they shipped the box, and their system is the only one that can authorise money moving back. Nothing gets mailed to us in San Diego, CA, and an email to us cannot start a return, however nicely worded.

The window

Whatever the partner’s current policy states for the listing you bought, counted from delivery. The exact terms are printed on the order page in your partner account, which beats anything we could paraphrase here.

How it works

Four steps, all in your partner account. Open the order. Choose the return option and the reason. Follow their instructions for the label or drop-off, whichever they offer for your address. Then watch the same order page for the refund confirmation once the pair is scanned back. Their help pages cover every edge case in more detail than we could.

Exchanges

The partner’s flow handles a straight swap where they offer one; otherwise the practical route is a return plus a fresh order. If the reason for the swap is fit, write to us before reordering: telling a 58 mm face from a 62 mm face over email takes us one photo, and it beats a second round trip.

Damaged or faulty pairs

Use the partner’s damaged-item option in the return flow; that is the path their policy treats best. Then, separately and optionally, send us a photo. A cracked hinge or a delaminating film is manufacturing information, and we want to know which batch it came from even though the refund itself runs through the partner.

What we can do

Explain the product, decode a marking, tell you whether what you received matches what we make, and point you at the right page in the partner’s flow. What we cannot do is see your order, issue the refund, or lean on the partner to bend their window. The split is clean: the money side is theirs, the sunglasses side is ours.