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The easiest return policy

FREE 30-DAY REFUND

FREE RETURN SHIPPING FOR ORDERS OVER $80*

*US (excluding Alaska, Hawaii & Puerto Rico)

Request a refund

How to:

  1. Log in to your BonLook account by clicking on the top right-hand tab called MY ACCOUNT.
  2. If you are not logged in, you will have to enter your username and password.
  3. Click on MY ORDERS, on the left-hand side of the page.
  4. Click on DETAILS on the right side of the order you wish to return.
  5. Scroll down and click on the option to "CLICK HERE TO FILE A RETURN REQUEST" and fill out the form.
  6. Once all of the required fields are filled out, submit your request.
  7. You will receive an email instructing you on how to proceed.

To return your package

  • Print out your shipping label.
  • Make sure the products are in perfect condition.
  • Include all of the original materials sent to you by BonLook in your initial package: eyeglasses case, microfibre cloth, BonLook design box, and ordered items.
  • Please send your return in the same box originally shipped to you and tape the box securely. Do not return your glasses in an envelope..

*BonLook reserves the right to refuse the return if products are damaged or missing.

The details

    In-store:

  • Regularly-priced products: We accept returns on products that are in perfect condition in the 30 days following receipt of your order.
    • All orders made in-store may only be exchanged or refunded at a BonLook location.
    • Your refund will be issued to the original method of payment used.
    • We will not accept returns or exchanges once the 30-day grace period has elapsed.
    • If you wish to exchange your BonLook product, please visit us in-store so our expert teams will be able to help.
  • Merchandise purchased on sale (excluding recurring special offers and promotions such as our $20 off, 50% off your second pair, “golden ticket” and special “My Privileges” offers).
    • All items purchased on sale in-store will be considered a final sale.
    • No reimbursement or credit will be issued for items purchased on sale made at a Bonlook store.
    • BonLook takes every step to: should you require adjustments to your frames or lenses please visit us in store, as these will be performed by our in-store professional.
  • Online

  • Regularly-priced products: We accept returns on products that are in perfect condition in the 30 days following receipt of your order.
    • All orders purchased online must be exchanged or refunded via customer service.
    • Refunds will be issued to the original method of payment.
    • We will not accept returns or exchanges on our products after the 30-day grace period has elapsed.
    • If you wish to exchange your BonLook product, please contact our customer service team or visit us in store and our expert teams will be able to help you out.
  • Merchandise purchased on sale (excluding recurring special offers and promotions such as our $20 off sitewide, 50% off your second pair, “golden ticket” and special “My Privileges” offers): no refund will be issued.
    • If you wish to exchange your order, a store credit equivalent to the value of your purchase will be issued within 30 days upon the receipt of your order.
    • After 30 days: we will not accept any exchanges.
    • If you wish to exchange your BonLook product, please contact our customer service team or book an appointment in-store and our team will be able to help you out.
  • Please allow for 10 business days to process your request upon receiving your parcel.
  • We will contact you via email to confirm the receipt of your returned package and proceed with the refund.
  • If the cost of shipment was paid with the initial order then this amount is non-refundable. The refund will be issued to the same method of payment used at the time of purchase. We cannot issue a refund to a different card or alternate method of payment.
  • If the merchandise was deemed a final sale at time of purchase, then we will not, under any circumstance, be able to provide you with a refund. It will be clearly outlined at time of purchase if a product is a final sale.
  • BonLook gift cards are non-refundable and cannot be transferred, exchanged or resold and cannot be redeemed for cash. If you return merchandise purchased with a gift card, the refunded amount will be issued in the form of an e-gift card that will be sent to you by email. If a second payment method was used for the item you wish to return, the refunded amount will be credit to your second payment method (such as another credit card or a debit card).
  • We cannot repair glasses, replace lenses in other glasses frames, or accept glasses from our competitors.
  • Please note that we can process only one return/refund per order. If you request to return more items, BonLook will only cover the cost of the first pair. Any additional return requested will be at your cost.
  • BonLook reserves the right to refuse free shipping and/or returns to customers who abuse the free returns and refunds policy. Customers will be notified ahead of the shipment of their most recent purchase.
  • Only US and Canadian orders of $80 or more qualify for free shipping and are subject to our return policy. Customers with orders under $80 will be responsible for shipping cost coverage for both purchases and returns.
  • BonLook is not responsible for additional custom fees.

Still have questions?

If you still have questions, please contact our customer service team, who will be happy to assist you.

Need help?

Customer service hours
Monday to Sunday: 9 a.m. to 9 p.m. ET
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