Your questions answered
Where do you ship from and how long does delivery take?
We dispatch orders from our fulfilment facility in China. Processing typically takes 1 to 2 business days. Standard delivery is estimated at 5 to 10 business days after dispatch, depending on your destination and customs. Standard shipping is free on all orders.
How do I track my order?
After dispatch, you will receive an email with a tracking link. You can also track your order here. Tracking updates may take a little time to appear.
What is your return policy?
You can request a return within 30 days of delivery. Please contact us first for instructions. For standard returns, the customer covers shipping to our international return warehouse. Your legal consumer rights remain unaffected. Read our Refund Policy for full details.
When will I receive my refund?
Once your return is received and the refund is approved, we issue the refund to your original payment method within 10 business days. You will receive an automatic confirmation email. Your payment provider may take longer to show the money.
Can I return sale items or gift cards?
Gift cards and items specifically marked Final Sale are normally excluded from voluntary returns, except where the law requires otherwise. A discounted price alone does not remove statutory consumer rights. Read our Refund Policy for details.
Do you offer exchanges?
We do not offer direct exchanges. To choose another style or size, you can request a return and place a separate order. Our Refund Policy explains the conditions and return shipping costs.
What if my parcel is delayed or lost?
Email info@observeyewear.com with your order number. We will check with the carrier and arrange an appropriate solution if the shipment is confirmed lost, which may include a replacement or a refund.
Do you ship worldwide?
We ship to most destinations worldwide, subject to carrier availability and applicable restrictions. Contact us before ordering if you live in a remote area or are unsure whether we can deliver to you.
How should I clean my glasses?
Rinse your glasses with lukewarm water and a little mild soap. Dry gently with a clean microfibre cloth. Avoid paper towels, alcohol and household cleaners that can damage the lenses.
How do I choose the right size and fit?
Check the frame width, bridge and temple length shown on each product page. Comparing these measurements with a pair you already own can help you choose.
Does express shipping mean next-day delivery?
No. Express shipping means priority dispatch, normally on the next business day, not next-day delivery. Transit time still depends on the destination and carrier. The available options and charges are shown at checkout.