How do I return/exchange my order?

Oh no! We're sorry things didn't work out with your Pair! Please do reach out to us at [e-mail] if we can offer a recommendation for an exchange, or if there's anything we can do to make things right! 

You have 30 days from the time your order is delivered to exchange/return your Pair, your Top Frames, or accessories.  

To return or exchange your Pair, you can do so via the Loop Return/Exchange system: https://paireyewear.loopreturns.com/#/. **Please note, for orders shipped to Canada, please visit this article for additional information on shipping and returns.

*Please note that if your Pair has lens add-ons (Progressive, Blue-Light Filter, Premium Plus lenses, etc.), you will need to reach out to the team BEFORE processing your return to ensure these items are manually marked as "fulfilled"  in our system. Failure to do so will prevent you from receiving a refund for these lens add-ons.

*Your order number can be found on your packing slip. On your packing slip, this would be the "PO Number", not the "Order Number". The PO number can also be found in your confirmation email.  The subject line of this email would say "Order --- confirmed", and the number would appear inside the same email as well.

Exchange Instructions:

Please use the following steps to initiate your exchange:
1. Click on the item(s) you want to exchange.
2. Choose the reason you are exchanging your item(s).
3. Click "Store Credit." By choosing this option, you will receive a gift card code via email to place an order for the item you want.

4. Add item to cart and apply the gift card code.

5. If a discount code was originally used on this order, you might need to pay for the difference. **If that is the case, just reach out to us here and we will be able to manually refund your order for the difference!**
6. Use the return label on the confirmation page to send your items you are exchanging back to us. (If you are returning multiple orders, please ensure you return your items separately with the coordinating prepaid shipping label, or your refunds may not automatically process.)

7. Once you have completed your new order, please provide us with the order number and we'll have the order sent for processing.

Return Instructions:

If you are returning multiple orders, please ensure you return your items separately with the coordinating prepaid shipping label, or your refunds may not automatically process. 

Please use the following steps to initiate your return:
1. Click on the item(s) you want to return.
2. Choose the reason you are returning your item(s). You need to choose each individual item you are returning, including lens add-ons, to receive your full refund. If lens add-ons are not able to be clicked, please reach out to the team so we can adjust this on our end.
3. Click "Refund to Original Payment Method." By choosing this option, you will receive a refund to your original form of payment you purchased with.

4. Use the return label on the confirmation page to send the items back to us. (If you are returning multiple orders, please ensure you return your items separately with the coordinating prepaid shipping label, or your refunds may not automatically process.)

As soon as your order is delivered to our fulfillment center, your refund will automatically be allocated to your original form of payment.