Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at somsoo025@gmail.com. Please note that returns will need to be sent to the following address: [INSERT RETURN ADDRESS]

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at somsoo025@gmail.com.

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.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

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 somsoo025@gmail.com.

Return & Refund Policy

Last Updated: June 2026

At DUALE Eyewear, customer satisfaction is our priority. If you are not completely satisfied with your purchase, we are here to help.

Returns

You may return eligible items within 30 days of receiving your order.

To be eligible for a return:

The item must be unused and in its original condition.
The item must be returned in its original packaging.
Proof of purchase or order number must be provided.

Non-Returnable Items

The following items cannot be returned or refunded unless they arrive damaged or defective:

Prescription lenses
Customized or personalised eyewear
Gift cards
Clearance or final sale items

Refunds

Once we receive and inspect your returned item, we will notify you of the status of your refund.

If approved, your refund will be processed to your original payment method within 5–10 business days. Processing times may vary depending on your bank or payment provider.

Exchanges

If your item arrives damaged, defective, or incorrect, please contact us within 7 days of delivery. We will arrange a replacement or exchange at no additional cost.

Return Shipping

Customers are responsible for return shipping costs unless:

The item is faulty or defective.
The wrong item was shipped.
The item was damaged during transit.

We recommend using a tracked shipping service, as we cannot guarantee receipt of returned items without tracking.

How to Start a Return

To request a return, please contact us at:

Email: support@dualeeyewear.com

Please include:

Your order number
Your full name
The reason for the return
Photos (if the item is damaged or defective)

Damaged or Defective Products

If your order arrives damaged, please contact us within 48 hours of delivery with photographs of the item and packaging. We will work quickly to resolve the issue.