At Silhouette || Pure Shop, we craft eyewear with precision and care, and we want you to be completely satisfied with your purchase. If your glasses don’t match your style expectations, our straightforward returns process ensures a seamless experience.

Our Return Policy

We accept returns and exchanges within 15 days of receiving your order. All returned items must be:

  • In original, unworn condition
  • Including all original packaging and protective cases
  • Accompanied by the original receipt or order confirmation

Note: For hygiene reasons, we cannot accept returns on rimless glasses that have had prescription lenses installed, as these are customized to individual vision needs.

How to Initiate a Return or Exchange

  1. Contact Us: Email our Style Consultants at [email protected] within 15 days of receiving your order. Use the template below for faster processing.
  2. Wait for Authorization: We’ll respond within 2 business days with return instructions and an RMA number.
  3. Package Your Items: Securely pack the glasses in their original packaging with all accessories.
  4. Ship Your Return: Send the package to our address (provided in your authorization email) using a trackable shipping method.

Return Shipping Options

You may choose your preferred return shipping method:

  • Standard Return: Use DHL or FedEx (recommended for faster processing)
  • Economy Return: Use your local postal service (must include tracking)

Return shipping costs are the customer’s responsibility unless the return is due to our error.

Refund Process

Once we receive and inspect your return:

  • Processing Time: 3-5 business days after receipt
  • Refund Method: Original payment method (Visa, MasterCard, JCB, or PayPal)
  • Timeline:
    • Credit card refunds: 5-10 business days to appear on your statement
    • PayPal refunds: Typically processed within 24 hours

Shipping charges are non-refundable except in cases of incorrect or defective items.

Exchange Process

For exchanges (size, color, or frame style):

  1. Follow the standard return process
  2. Clearly indicate your desired replacement item in your return request
  3. We’ll ship your new item once we process the return

Price differences will be charged or refunded as applicable.

Return Request Template

For faster processing, use this template when contacting us:

Subject: Return/Exchange Request – Order #[Your Order Number] Dear Silhouette Customer Service, I would like to request a [return/exchange] for my recent order #[Your Order Number] placed on [Order Date]. Details: – Item to return: [Product Name, Frame Type (metal/plastic/rimless), Size] – Reason for return: [Please specify] – For exchanges: Desired replacement item: [Product Name, Frame Type, Size] I confirm the item is in original condition with all packaging. Please provide return instructions and RMA number. Best regards, [Your Full Name] [Your Email Address] [Your Contact Number]

Our Commitment

At Silhouette || Pure Shop, we stand behind our premium eyewear collections. Whether you’ve selected our fashion-forward metal frames, lightweight plastic designs, or minimalist rimless styles, we want you to love your glasses as much as we love creating them. Our Style Consultants are available at [email protected] to ensure your return experience reflects the same attention to detail we put into every pair of glasses.