Refund policy

 

EXCHANGE & RETURN:Request Now

For help with your order, email service@eyeisland.com. Please contact us before sending any items back so we can provide the correct return address and instructions.

Quality issues: contact us within 14 days of delivery

If your eyewear has a manufacturing or quality defect, please contact us within 14 days of receiving your order. Under our store after-sales policy, each purchased item is eligible for one after-sales service for a confirmed quality issue reported within this period. Our team will review the issue and confirm the appropriate resolution and any return instructions.

Please include your order number, a description of the issue, and clear photos showing the problem. We may request additional information needed to assess your request. If the issue concerns prescription lenses, we may ask for the prescription submitted with your order and relevant lens verification information.

Accidental damage, misuse, improper care, exposure to heat or chemicals, unauthorized modification, and normal wear and tear are not covered by this store quality service. For confirmed quality defects or an incorrect item sent by EYEisland, we will cover the necessary return shipping costs and confirm the arrangements before you send the item back.

Customized prescription glasses

Prescription glasses are made to the specifications provided for your order. We do not accept returns or exchanges for reasons not attributable to EYEisland, including a change of mind, disliking the selected style, ordering the wrong product, or providing incorrect prescription or order information. This does not exclude support for a confirmed quality defect or an error made by EYEisland.

Frame-only purchases

If you purchased a frame only, you may request a return or exchange within 14 days of receiving your order. For returns or exchanges for reasons not attributable to EYEisland, you are responsible for both the original outbound shipping costs and return shipping costs. Our team will confirm the return or exchange arrangements and any applicable costs before you proceed.

Please return the frame with the accessories supplied with your order and package it securely to protect it during transit.

Wrong item received

If you receive a frame, color, size, or lens configuration that does not match your order, please contact service@eyeisland.com with your order number and clear photos. Our team will review the discrepancy and confirm how it will be resolved.

Production batch variations

Packaging, logo placement, and minor cosmetic details may vary between production batches. Where these variations do not affect the ordered model, specifications, function, or quality of the eyewear, they are not considered a quality defect on their own. This does not apply to an incorrect item, an incorrect prescription supplied by EYEisland, or a material difference from the product description. Frame-only purchases remain eligible for returns or exchanges under the frame-only policy above, and your mandatory consumer rights are unaffected.

Payment processing fees

For approved credit card refunds arising from cancellations or returns for reasons not attributable to EYEisland, a 7% payment processing fee is deducted from the amount otherwise eligible for refund, where permitted by applicable law. This represents the processing fee retained by the payment provider when the original payment was processed. EYEisland did not receive this portion of the payment and does not collect it as an additional refund fee. The deduction does not apply to payments made through PayPal or refunds resulting from a confirmed quality defect or an error made by EYEisland.

Before processing a refund, we will confirm the eligible amount, applicable shipping deductions, any payment processing deduction, and the final refund amount.

How to request a return or exchange

  1. Email service@eyeisland.com with your order number and the reason for your request within the applicable period.
  2. Wait for our team to confirm eligibility and provide return instructions, if a return is required.
  3. After shipping the return, send us the tracking number and keep your shipping receipt.

Approved refunds are issued to the original payment method. Once the return has been received and assessed, where required, we will confirm the refund status by email. The time for funds to appear in your account depends on your bank or payment provider.

Your statutory rights

This policy describes EYEisland's store return and after-sales services. Nothing in this policy limits or excludes any mandatory consumer rights or remedies under applicable law. Where those rights provide a longer period, additional remedies, or different refund or shipping requirements, those rights take precedence over this policy, including the 14-day period, one-service limit, and any fee deductions.

Version date: November 1, 2026