Returns & repair
30-day try-on
Take a frame home, walk a month with it, and if it doesn't fit your face return it free. 30 days from delivery on unworn frames in their hard case. Prescription frames are 14 days — we need to clear the lenses before we can refund.
The only thing we can't take back is a frame engraved with your initials — that's a personalisation. Everything else is reversible.
How to start a return
Four steps:
Sign in to your account
Go to "My orders" and pick the order with the frame you want to return.
Pick the frame
Select the frame and give us a short reason — it helps us improve the fit guide and the photography.
Print the prepaid label
You'll receive a prepaid return label by email within 24 hours. Print it and tape it to the box your frame arrived in.
Drop it off
Any post office or designated drop-point. Keep the receipt so you can track it.
No account? Write to contact@irdae.com with your order number — we'll handle the return manually.
Refund process
Once the frame is back at the atelier, we inspect it and process the refund within 3 to 5 working days. Refunds are issued on the original payment method.
| Payment method | Refund time |
|---|---|
| Card | 3—5 working days after processing |
| PayPal | 1—2 working days after processing |
| Bank transfer | 5—7 working days after processing |
| Klarna | 3—5 working days after processing |
You'll receive an email when the refund is processed. Your bank may take a further day or two to credit the amount to your account.
Exchanges
Want a different size or a different colour? Two ways:
- Direct exchange: select "Exchange" when starting the return and pick the new frame. We dispatch the new pair as soon as the original is on its way back.
- Return & reorder: simplest if you want the new frame to ship now — we refund the first, you place a fresh order.
If the new frame costs more, we charge the difference. If it costs less, we refund the difference to your original payment method.
Return conditions
- Frame unworn, in its hard case
- Not engraved or personalised
- Microfibre lens cloth included
- Initiated within 30 days of delivery (14 days for prescription)
- Care card and any accessories included
Non-returnable
A few things can't be returned because they're made or marked specifically for you:
- Engraved or initialled frames
- Custom-tinted lenses (outside our standard catalogue)
- Visibly worn or damaged frames
- Frames returned without their hard case
- Gift cards
If the frame has a manufacturing defect — even an engraved one — write to us. We'll repair, replace or refund.
Lifetime repair
Irdae frames are repairable for life. Send a frame back and we fix temples, replace screws, re-rivet hinges, swap pads, polish out scratches.
- Year 1: free, including return shipping.
- After year 1: at cost — typically €20—50 depending on the repair. Quoted before any work starts.
- Parts inventory: we keep temples, hinges and pads for at least 10 years per series.
To start a repair, write to contact@irdae.com with a photo of the damage and your order number.
Damaged or defective on arrival
If the frame arrives damaged or with a defect, write to us within 14 days of delivery with:
- Your order number
- Photos of the damage or defect
- A short description of the issue
We'll arrange a free return and ship a replacement or full refund, your choice. No shipping cost to you on defects.
Need help?
Customer care is here for anything return- or repair-related:
- Email: contact@irdae.com
- Phone: +33 4 50 00 00 00 (Mon-Fri, 09:00—18:00 CET)
- Live chat: available on site during opening hours