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EM FRAMES Refund & Return Policy

At EM FRAMES, we want you to feel confident in your eyewear purchase. Because every order is different—especially prescription eyewear—please review the following policy carefully before placing your order.

30-Day Return Window

Eligible non-prescription frames may be returned within 30 days of delivery. Returned frames must be unworn, unused, undamaged, and in their original condition and packaging.

To request a return, email info@emframes.com within 30 days of receiving your order. Please include your name, order number, and reason for the return.

Do not send merchandise back until you have received return instructions from EM FRAMES.

Prescription & Custom Lens Orders

Prescription lenses and other customized lens orders are made specifically for the customer and therefore may not qualify for a standard refund or return.

Customers are responsible for carefully reviewing all prescription information before submitting an order, including SPH, CYL, AXIS, ADD, PD, prism information, and any other applicable measurements.

If you believe your prescription eyewear was manufactured incorrectly, contact info@emframes.com within 30 days of delivery. We may request a copy of your prescription and other information necessary to review the order.

If EM FRAMES determines that the eyewear was manufactured differently from the prescription information submitted with the order, we will work with you to provide an appropriate replacement or other resolution.

Errors resulting from prescription information entered or submitted incorrectly by the customer may not qualify for a refund or complimentary replacement.

Changes to Prescription Orders

Please review your prescription carefully before completing your purchase.

Prescription information may only be changed before the order enters processing. Once prescription lenses have entered production, changes or cancellations may no longer be possible.

If you notice an error after placing your order, contact info@emframes.com as soon as possible.

Damaged, Defective, or Incorrect Items

Please inspect your order when it arrives.

If your eyewear arrives damaged, defective, or you receive an incorrect item, contact info@emframes.com promptly so we can evaluate the issue.

Please include:

• Your name

• Order number

• A description of the issue

• Clear photographs of the item and packaging, when applicable

If EM FRAMES confirms an error or qualifying defect, we will provide an appropriate replacement, refund, or other resolution.

Frame Fit & Measurements

Eyewear fit varies based on facial structure, frame dimensions, and personal preference.

We encourage customers to review the listed frame measurements before ordering. Slight measurement variations may occur depending on the measurement method.

A frame not fitting as personally expected does not necessarily indicate a product defect.

Shipping Charges

Original shipping charges are generally non-refundable unless the return results from an error by EM FRAMES.

Customers may be responsible for return shipping costs for eligible voluntary returns.

We recommend using a trackable shipping method for approved returns. EM FRAMES cannot be responsible for return packages that are lost before reaching us.

Lost or Missing Packages

If your tracking information indicates a delivery problem or your package appears to be lost in transit, contact info@emframes.com.

We will review the available shipping information and assist you with the appropriate next steps.

If tracking shows that an order was successfully delivered, additional verification or a claim with the applicable shipping carrier may be required.

Normal Wear & Accidental Damage

Normal wear and tear, accidental damage, misuse, improper storage, unauthorized alterations, or damage caused after delivery may not qualify as a manufacturing defect.

Please contact us if you believe your eyewear has a manufacturing defect so we can evaluate the issue.

Refund Processing

Once an approved return is received and inspected, we will notify you regarding the status of your refund.

Approved refunds will generally be issued to the original payment method.

Please allow additional time for your bank, credit card company, or payment provider to process and post the refund.

Contact EM FRAMES

For returns, order concerns, prescription questions, or assistance with your purchase, contact:

EM FRAMES
Email: info@emframes.com

We are committed to providing stylish eyewear and a customer experience you can feel confident about.