Everything you need to know about our return and exchange policies and processes
Return & Exchange Policy. For returns or exchanges, please log into your account and click “Return” on the order you’d like to initiate. Alternatively, you can use our Return Portal by entering your order number and zip code to start the process. You
Returns and Exchanges Made Easy. To initiate a return or exchange, log into your JW account and click "Request Return" on the relevant order. You can also access our Return Portal to start the process. If you need further assistance, feel free to rea
Exchanges Made Simple. To start an exchange, log into your account and click "Return or Exchange" on the relevant order. You can also use our Return and Exchange Portal by entering your order number and zip code. Need help finding the perfect pair? R
Refund Processing. Refunds will be applied to your original payment method within 4-7 business days after we receive your return. Please ensure that the frame is in brand-new, unworn condition to receive a full refund. Depending on your location, the
You can check the status of your return by logging into your JW account and selecting the relevant order. Alternatively, use the tracking number provided on your return label to monitor the return’s progress. Customers can also track their returns on
Return Packaging Requirements. Please return your order in its original packaging, including all contents, such as the cleaning cloth and cleaning spray. If the original box is unavailable, please use a similar-sized box with enough space to protect
Combining Multiple Orders into a Single Return. We can accommodate multiple orders in a single return. Please initiate a return for each order you plan to include. If you encounter any issues, please visit our Returns & Exchanges page or contact us v
Return Request Approval and Processing. If you initiated your return through our Return Portal, your request is immediately approved, and a return label will be sent as long as it falls within the 30-day return window. For returns requested via email
Order Cancellation. If you need to cancel your order, please submit a request as soon as possible via our chat or by selecting the "Cancel" button in the Help Center. You may also email us with your cancellation request, and we’ll review it promptly.
Finding a Drop-Off Location. Depending on the carrier assigned for your return, you should be able to locate the nearest drop-off point through the carrier's website. Please ensure that only items approved for return are included in your package. To