Refunds & Returns
Last updated: 13 August 2026 ยท Have this reviewed by a qualified adviser before launch.
Quick summary: We accept returns on unopened, unused packs within 14 days of delivery. Approved refunds go back to your original payment method within 5–10 business days.
Return eligibility
We accept returns under the following conditions:
- The return is initiated within 14 days of the delivery date
- The pack is unopened and unused, with the original packaging intact
- The product has not been damaged by the customer
We are unable to accept returns on opened packs, as the individual items will have been accessible and potentially used. If you have received a defective or damaged product, different conditions apply, see "Faulty, damaged or incorrect items" below.
How to return
- Contact us. Email theteam@framesandsunglasses.com with your order number, the reason for your return, and whether you'd prefer a refund or exchange.
- Receive return instructions. We will reply within one business day with a return shipping address and any relevant instructions.
- Ship the item back. Pack the item securely and send it back using a trackable shipping method. Return shipping costs are the customer's responsibility unless the return is due to our error.
- Receive your refund or exchange. Once we receive and inspect the returned item, we will process your refund or ship your exchange within 2 business days.
Faulty, damaged or incorrect items
If your order arrives damaged, take photographs of the packaging and product and email them to theteam@framesandsunglasses.com within 48 hours of delivery, and we will arrange a replacement or refund promptly. If you receive the wrong color or pack size, contact us immediately with your order number and a photo of what you received, and we will ship the correct items at no additional cost. Return costs for faulty, damaged or incorrect items are covered by us.
Refunds
Approved refunds are processed to the original payment method (credit/debit card, Apple Pay, Google Pay, or PayPal) within 5–10 business days of us receiving the returned item. The exact timing depends on your card issuer or payment provider; our payment processor issues the refund on our end within 1–2 business days.
If you have not received your refund within 10 business days of it being confirmed, please contact your bank or card issuer before reaching out to us, as processing times vary.
We do not refund express delivery fees unless the return is due to our error (wrong item, damaged goods). Standard delivery is free, so there is no shipping cost to refund on standard orders.
Exchanges
If you'd like to exchange your order for a different color or pack size, contact us within 30 days of delivery. Subject to availability, we will arrange an exchange on your behalf. If there is a price difference, we will charge or refund the difference accordingly.
Order cancellations
Orders may be cancelled at no charge if requested before the order is dispatched. To cancel, email theteam@framesandsunglasses.com immediately with your order number in the subject line. If the order has already been dispatched, our standard return policy applies.
Contact us
For any returns enquiries: email theteam@framesandsunglasses.com or call +66 098 391 3877. We respond within 1 business day.
Frames & Sunglasses, a trading name of Caruso Consulting Co Ltd, Suite 72, 47 Moo 1, T. Nawoong, Meaung, Phetchaburi 76000, Thailand.