Returns & Exchanges

EUVELLE Return/Exchange Policy


Thank you for shopping at Euvelle®. We appreciate your business and want you to be completely satisfied with your purchase. Please review our updated refund policy below.



Defective, Damaged, or Missing Goods


If you receive a defective or damaged product, we will gladly provide a replacement free of cost. 


- Customers must report the issue within 24 hours of receiving the item to initiate the replacement process.


Requirements for Damaged/Defective item:


- Provide Proof of Damage:

Please include clear photos/video of the damaged or defective item, along with the packaging (if possible). 


This will help us assess the issue and process your claim more efficiently. (If no video or photo, we cannot process a replacement)


Return Eligibility 

Due to the nature of the item and hygiene reasons, once the item has been shipped or delivered, items cannot be returned.


You must also  provide the receipt or proof of purchase.


If you choose to return an item, we offer a % refund on the purchase price for returns based on the following reasons:


  • Did not like the style/color

  • Changed of mind



Not Eligible for a Refund/Return:


Size issue - ex: “item feels too large for my face”, “oversized” , “frame doesn't sit properly” , “glasses feel too wide for my face”


Incorrect prescription upload during checkout


Customer accidentally placed incorrect color


No prescription uploaded during checkout - customer failed to upload the prescription, we cannot refund this but we are happy to remake the item instead.


Custom or Prescription Lenses: If the eyeglasses were custom-made or have prescription lenses that were specifically tailored to the customer’s measurements or prescription, they are often non-returnable.

Used or Worn Glasses: If the glasses have been used, worn, or damaged after delivery (for example, if they show signs of scratches or wear), they may not be returnable.

Missing Original Packaging: If the glasses are returned without the original packaging, including cases, cleaning cloths, or any included accessories, the return might not be accepted.


Time Frame Exceeded: If the request is made more than 30 days after the order was delivered.


Hygiene or Safety Concerns: For health and safety reasons, some eyewear items, especially those that have been worn or come in contact with the customer’s skin, might not be returnable.

Final Sale or Promotional Items: Some items purchased during sales or special promotions may be marked as non-returnable or non-refundable.


Cancellation Policy

Orders cannot be canceled once they have been shipped. Typically, orders are shipped within 5-7 business hours of being placed. Please consider this before finalizing your purchase.


Order delivered but not received:


Not Eligible for a refund or replacement:


  • Delivery Confirmation from Carrier:

If the carrier confirms the package was delivered to the address provided, we are unable to process a refund or replacement. This includes situations where the tracking information shows successful delivery.


  • Delivery attempt/ no access to location - if the carrier attempted the delivery but order was returned to the facility due to inaccessible location.


* Please note that only the recipient  can provide the personal details the carrier may require to investigate or confirm delivery status.

 

For privacy and security reasons, we are unable to share that information on your behalf.



  • Missing Package Claims Filed After the Time Frame:

If the claim for a missing package is submitted after the specified time frame: 7-14 days after the delivery date, the order may no longer be eligible for a refund or replacement.


  • Incorrect Shipping Information:

If the address provided during the order process was incorrect, and the carrier delivered the package to the wrong location, we cannot be held responsible for lost or misdelivered packages.


  • Customer Refusal of Delivery:

If the package was delivered but the customer refused to accept it or did not claim the package from the carrier, it may not be eligible for a refund or replacement.


  • Claims for Damaged Goods Not Reported Immediately:

If the order was marked as delivered but was damaged, and the issue was not reported within 7-14 days, it will not be eligible for return, refund, or replacement.



Refunds

A refund will be processed to your original payment method within 10 business days. 


Please keep in mind that it may take some time for the refund to reflect in your bank or credit card account. 


If more than 15 business days have passed since your return was approved, please contact us for further assistance.


If you have any questions or concerns regarding our refund policy, please feel free to contact us.

Contact Us

For questions, inquiries, or feedback, please email us at:

support@Euvelle.com 

 

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