REFUNDS & EXCHANGES
Full Refund: You can return your item(s) within 14 days from the day of purchase for a full refund.
The exchange policy together with the store credit to select another item(s), is only valid within 30 days from the day of purchase. The store credit has a one year expiry date from the day it is processed by our team.
We can not guarantee that we will receive your returned item or that it will be in the state you sent it. Once your item is received and checked that it is in the original condition it was sent (including all original accessories, case, cloth, etc.) - the refund or exchange will be processed.
Any item received which is not in the condition originally sent and is determined by us that the value of the item has diminished by your handling - will not be accepted for a refund or exchange. At our discretion, if the item is not received in the same condition originally sent in - we will dispose of the item as we see fit or give you the option to return it to you.
For frames with custom or prescription lenses, if a refund is requested within the terms above - only the amount of the frame is able to be refunded. This is due to the lenses being made to order.
We ship all orders via Express DHL delivery which is guaranteed within 1-2 working days within the UK and EU. Outside the UK/EU, will be 1-3 working days. (Not including weekends).
A signed confirmation upon delivery will be required for all purchases globally.
EU: £19.99 or FREE for orders over £110.00
OUTSIDE UK/EU: £34.99 or FREE for orders over £499.00
CUSTOMS AND DUTY
You will be responsible for customs and import duty (if any) principally on sales outside the UK. If you are a resident outside the UK, you should check before you place an order with us to see whether there are any applicable local sales taxes customs or import duties that apply to your order when you import the goods into your country. You are solely responsible for clearing the goods with your local customs authorities and for paying duties, customs and local sales taxes levied by the country selected by you for shipment - which may be payable in connection with that importation.
Due to the heightened risk of fraud associated with credit card purchases of luxury items, TVT only ships to delivery addresses that match the billing address at the time of purchase. However, we recognise the necessity for customers to have an option of shipping the package to an alternate address. If you need to have the package shipped to an address different than your billing address, we will require you to contact us directly before placing your order. At which point this can be discussed with a member of the team to pass security.
CAN I CANCEL MY ORDER?
You have a right to cancel any order(s) made for a full refund prior to us shipping your order. If the order has been shipped we will no longer be able to process any cancellations.
HOW DO YOU SHIP MY ORDER?
All of our items go through quality control prior to being posted, to ensure they are in the condition as described. We package your purchase accordingly. As the items we stock are of value, we ship items by the most secure and convenient way.
MY ORDER WAS FAULTY/DAMAGED/NOT AS DESCRIBED.
We take great pride and care to ensure that you will receive your order in a safe condition, sold as seen with the right protective packaging. However, if there is any damage on the frame that is not stated in the description, please contact us at: firstname.lastname@example.org.