Returns and Guarantee

Our Guarantee

We want you to be 100% happy with your purchase. If you are not for any reason, in the first instance please contact us within 7 days of receipt of your purchase. Unlike most glasses selling sites we don’t charge ‘re-stocking fees’ for any non-bespoke items, so you can shop with confidence with us.

Changed your mind?

We understand it is not easy choosing glasses and sunglasses without trying them on first (although many of our customers come to us having done just this on the High Street, but refuse to pay High Street prices).  If you change your mind you can return your purchase within 7 days of receipt for an exchange or full refund, minus any prescription costs. Prescription Glasses and Prescription Sunglasses are classed as bespoke ‘customised purchase’ items and are not covered by the Distance Selling Regulations. We will not refund any specific prescription lens costs, such as hi-index, bifocals, varifocals, coatings or photochromic lenses. Any prescription sunglasses returned will be refunded at the standard sunglass price. Also Oakley Prescription Sunglass orders are 100% non-refundable after ordering. For this reason - please check any prescription orders carefully - and if you are unsure - please contact us on 0845 2666520. Your statutory rights are unaffected.

Faulty Goods?

All our products are checked by qualified staff at every stage of production. In the unlikely event of a problem, please contact us within 7 days of receipt to discuss the problem. We will endeavour to do all we can to rectify any problem, initially repairing or replacing any faulty frame or lens. Should this not be possible, then we will offer a full refund as appropriate. In such cases the refund would include all reasonable postage costs (EU customers only). Your eyewear is not classed as faulty if we have supplied exactly what you ordered, but you have visual problems on receipt. In such cases any refund will be for the frame only. Under these circumstances no refund will be offered for high index lenses, varifocals, bifocals etc.


Returns Instructions

In the first instance please email with your name and order number, along with the reason for the return. If you would like an exchange please include full details of the exchange model in your email. This email must be received within 7 days of you receiving your order.


Once you have sent the email you do not need to wait for a reply, simply return the order.

 Any returned goods must be completely unworn, in a resaleable condition, with case, cloth and all brand literature in perfect condition, with all original packaging and a copy of the original invoice, and must be posted back to us within 7 days of you receiving your order. Any variation from this will result in the item being returned and no refund processed.

In all cases please used a ‘signed for’ method of return postage, and send to Returns Dept, Valley Optics, 5 Vanguard House, Nelson Quay, Milford Haven, SA73 3AH.

Any refund will be issued once the returned item has been inspected, and has complied with the above conditions of return. Paypal refunds are generally received the same day, credit/debit card refunds usually take between 3 and 5 working days, depending on who you bank with.

Contact us

You can email us using our online form or by copying our email address.

Message us

Call us

Monday - Friday 9.30am - 4.00pm

08452 666 520

01646 692488

Outside of these hours the business Eye-Phones are manned constantly, so please email your enquiry and we will reply as soon as possible.

You can also text message your enquiry to +44 (0)7855 757 045.