Refund policy

At Duncan & Todd, we’ve spent over 50 years building a reputation for trusted service in our high street branches – and we want our online customers to feel just as confident.

For non-bespoke goods bought online, such as non-prescription glasses or frames only, we allow you to return them up to 14 days from the day you receive them*. If you’re not completely happy with your purchase, you can return it for a full refund. Simple as that.

Here’s what you need to know:

• Products must be returned in the same unused condition you received them.
• Any accessories supplied with your glasses – case, cloth, cleaning products – need to come back too.

Our team will provide a return reference number and all the details you need to send your glasses back to us. Please contact us to arrange your return.

Personalised / bespoke products, such as prescription eyewear are excluded from this right. However, if you are not happy with what we’ve delivered, Call our customer service team on 01224 259889 or email online@duncanandtodd.com We will aim to fix the issue to your 100% satisfaction, if we cannot achieve this, we will refund your money

*You will need to pay the return postage on any item which is returned that is not faulty.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. If more than 15 business days have passed since we’ve approved your return, please contact us at online@duncanandtodd.com.