Sending us your frames
Once you submit your order, we'll follow up by email with a shipping address and any packing guidance. Please pack frames securely — we recommend a padded envelope or small box with some cushioning.
Turnaround time
Most orders are completed and shipped back within 5–7 business days of us receiving your frames, though progressive and high-index lenses can occasionally take a little longer depending on lab volume.
Shipping cost
Return shipping (frames back to you with your new lenses) is included in your order. Shipping your frames to us is currently the customer's responsibility.
If something doesn't fit right
If your lenses don't sit correctly in your frame once you receive them, contact us within 14 days and we'll work with you on an adjustment or remake at no additional lab cost.
Returns & refunds
Because lenses are cut and finished specifically to your prescription and frame, we're not able to accept returns simply due to a change of mind once production has started. If there's a genuine manufacturing issue — incorrect power, visible defect, or lens damage on our end — we'll remake or refund the order.
If your frame is damaged
We handle every frame carefully, but we're not able to guarantee against pre-existing weaknesses (hairline cracks, worn hinges, etc.) that may not be visible until a lens is fit. We'll always contact you before proceeding if we notice something concerning.
Questions about your order
Email us anytime at eyelovespecsnyc@gmail.com and include your name and order details.