Refund & Returns Policy

We hope you will be delighted with your Francis de Lara purchase. If you wish to return an eligible item, please follow the policy below.

Requesting a Return

To request a return, please email info@francisdelara.com within 14 days of receiving your order. Please include:

• Your name

• Your order number

• The item you wish to return

• The reason for the return

Once your return has been authorised, you must send the item back within a further 14 days. Returns sent without prior authorisation may not be accepted.

Right to Cancel

If you are a UK customer purchasing online, you have the right to cancel an eligible order without giving a reason at any time before delivery or within 14 days beginning the day after you receive it.

To exercise this right, please email info@francisdelara.com within the 14-day cancellation period, clearly stating that you wish to cancel your order. You then have a further 14 days in which to return the item.

We will refund the purchase price and the cost of our standard delivery service. If you selected an express or upgraded delivery service, the additional delivery charge will not be refunded.

Unless the item is faulty, damaged, incorrect or we agree otherwise, the cost and responsibility for returning it are yours.

Condition of Returned Items

You may examine and try on an item as you would in a shop. Returned items should be sent back in their original condition and must include all accompanying accessories, cases, packaging and documentation.

Please take appropriate care when trying on eyewear and avoid scratching the lenses, stretching the frame, removing protective materials or otherwise marking or damaging the item.

We may make an appropriate deduction from your refund if handling beyond what is reasonably necessary to examine the item has diminished its value.

Return Shipping

Unless an item is faulty, damaged, incorrect or we agree otherwise, you are responsible for the cost of returning it.

We strongly recommend using a tracked and adequately insured delivery service. Francis de Lara cannot accept responsibility for returned items that are lost or damaged before reaching us.

Return instructions and the appropriate return address will be provided once your return has been authorised.

Refunds

Once your return has been received and inspected, we will notify you regarding your refund.

Approved refunds will be issued to the original method of payment. We will process the refund within 14 days of receiving the returned item or receiving evidence that it has been sent back, whichever occurs first.

Your bank or payment provider may require additional time to credit the funds to your account.

Bespoke, Personalised and Altered Items

The right to cancel does not normally apply to items made to your specifications or clearly personalised. This may include:

• Bespoke commissions

• Custom gemstone pieces

• Engraved or otherwise personalised pieces

• Prescription or customised lenses

• Products altered at the customer’s request

These exclusions do not affect your statutory rights if an item is faulty, damaged, incorrect or not as described.

A limited-edition item is not automatically excluded from return merely because it was produced in a small quantity.

Faulty, Damaged or Incorrect Items

If your order arrives faulty, damaged, incorrect or not as described, please contact info@francisdelara.com as soon as possible, including your order number and clear photographs where appropriate.

Depending on the circumstances and your applicable legal rights, we will arrange a repair, replacement or refund. Where an item is confirmed to be faulty, damaged or incorrect, Francis de Lara will cover reasonable return-delivery costs.

UK consumers generally have a 30-day short-term right to reject goods that are faulty, not of satisfactory quality, unfit for purpose or not as described. Bespoke and personalised goods remain protected where they are faulty.

Exchanges

If you would like a different item, colour or variation, please contact info@francisdelara.com. Exchanges are subject to availability.

Where a direct exchange cannot be arranged, you may be asked to return the original item for a refund and place a new order.

International Returns

International customers may return eligible items in accordance with this policy. You are responsible for return postage and any associated customs documentation unless the item is faulty, damaged or incorrect.

Please clearly mark the shipment as “Returned Goods” where appropriate. Francis de Lara cannot accept responsibility for customs charges resulting from incorrectly completed return documentation.

Customers outside the UK may also have mandatory consumer rights under the laws of their country of residence. Nothing in this policy is intended to limit those rights.

Statutory Rights

This policy does not affect any statutory rights available to you under applicable consumer law.

For assistance with a return, please contact:

Francis de Lara
Email: info@francisdelara.com