Refund policy

Retail customers

Your right to cancel. If you bought frames from us as a consumer, you have the right to cancel your order within 14 days of the day you receive it, without giving a reason. To cancel, email websales@hilton-eyewear.com with your order number, or write to us at the address below.

Please return the item within 14 days of telling us you wish to cancel. Frames must be returned unworn and in their original condition, with the case and any packaging. We will refund the price of the item and the standard delivery charge within 14 days of receiving the item back. Unless the item is faulty or we sent the wrong item, the cost of returning it is yours. We may reduce your refund if the item has been handled more than is needed to inspect it.

Prescription lenses. Prescription lenses are made to your individual prescription, so the right to cancel does not apply to lenses (or to frames once lenses have been fitted). This does not affect your rights if the lenses are faulty or have not been made to the prescription you supplied. If you cannot get used to your new lenses, tell us within 1 month of delivery and we will remake them free of charge (non-tolerance guarantee).

Faulty items. Frames from our Hilton collection come with a 2-year warranty, and frames from all our other house brands come with a 1-year warranty, against manufacturing faults from the date you bought them from us. This is in addition to your legal rights under the Consumer Rights Act 2015. If an item is faulty, please contact us and we will arrange a repair, replacement or refund. The warranty does not cover accidental damage, normal wear and tear, or damage caused by misuse or unauthorised adjustment.

Trade customers

Faulty products. We accept returns of faulty products when all of the following apply:

the product has a manufacturing fault;
it is still within its warranty period (2 years for the Hilton collection, 1 year for all other house brands, from the date of purchase from us);
the return is accompanied by our completed returns form.

For Senator, Soho Junior, Philip and Charles frames, a clear photo of the fault emailed to websales@hilton-eyewear.com with the returns form is enough; you do not need to send the frame back. For all other brands, please send us the product itself.

Download the trade returns form (PDF) — it can be filled in on screen, then emailed to websales@hilton-eyewear.com or sent in with the return.

Change of mind. If you return products for any reason other than a manufacturing fault, they must be unused and in saleable condition, and a 15% restocking fee will be deducted from the credit. Credit is issued to your account once the goods have been received and checked.