FAQs

Here are some of the most common questions we get about the shop, online orders, delivery options and online accounts.

ORDERING

We begin processing orders as soon as they are received. The average wait time after placing an order outside of sales promotions is 36 hours for US customers, 48 hours for Canadians and 3-4 days for international customers (outside North America). During sales promotions, please allow up to 5 business days for processing.

Orders are processed as quickly as possible, and therefore, cannot be changed or canceled once they are placed during a sales promotion. If you do need to modify an order, please reach out to our Care Team as soon as possible.

At this time, we do not provide gift wrapping services. However, all orders come in an elegant gold foil box that is suitable for gifting, along with a Vintage Frames envelope measuring 14.5cm x 8.5cm, which can hold a small birthday greeting card.

SHIPPING

For North American orders exceeding $120.00, we offer free standard shipping. Here are the current shipping rates posted as of August 31st, 2023:

Order Value Above $120.00:
- Priority (Next business day): 9.99$
- Standard (4-7 days): FREE

Order Value Below $120.00:
- Priority (Next business day): 14.99$
- Standard (4-7 days): 9.99$

International Orders (Outside the US & Canada)


For all destinations outside of the US and Canada, the flat rates as stated below will apply:

- DHL Worldwide Express (3-4 business days): 29.99$ 
- DHL Standard (4-7 business days): 19.99$

For reasons beyond our control, we are unable to accept orders from the following countries, regions or territories: Armenia, Afghanistan, Albania, Azerbaijan, Bangladesh, Bosnia, Bulgaria, Bhutan, Brunei, Cambodia, Chile, Croatia, Czech Republic, Cyprus, Cuba, East Timor, Ecuador, Estonia, Egypt, Georgia, Guinea, Haiti, Honduras, Hungary, India, Indonesia, Iraq, Iran, Jordan, Kazakhstan, Kyrgyzstan, Laos, Latvia, Libya, Liberia, Lithuania, Maldives, Malaysia, Moldova, Montenegro, Mongolia, Mozambique, Myanmar, Macedonia, Nicaragua, Nigeria, Nepal, North Korea, Palestine, Panama, Paraguay, Pakistan, Peru, Poland, Romania, Russia, Serbia, Slovakia, Slovenia, Sri Lanka, Tanzania, Tajikistan, Turkmenistan, Uruguay, Uzbekistan, Venezuela, and Yemen. We apologize for any inconvenience this may cause and encourage customers in these regions to reach out to explore alternative options for obtaining our products.

Route shipping protection is automatically added to you cart at checkout, and we highly recommend you keep the insurance attached to your transaction for peace of mind. Once the carrier scans your package, we are not responsible if the package is lost or stolen. If you have any questions or concerns with your package, do not hesitate to reach out to our customer support team. Route offers you "peace of mind" package protection for all of your orders at an affordable price. The cost to you - to fully protect your package in the event that it is lost, damaged, or stolen - is calculated based on the subtotal of the order and our partnership with Route. Any packages that are lost, stolen, or damaged and do not accept ROUTE order protection must be handled directly with DHL, which may take up to 30 days for a resolution.

Express shipping timeline begins once the package is picked up by the carrier. During peak shipping windows such as holidays and promotions, please allow 5-7 days to process your order. Shipments are sent out on Monday – Friday from 9am to 6pm EST. If your express order is shipped out on a Friday, you will receive your package the following week. Please note Customs may create delays and if this happens it is out of our control.

BILLING & PAYMENTS

We welcome payment via a variety of methods. This includes all major credit cards such as American Express, Visa, Discover, and Mastercard. We also accept payment through online payment systems like Shop Pay, Apple Pay, Google Pay, and Amazon Pay. For our US and Canadian customers, we offer 0% interest instalment payment options with our lending partner Sezzle.

At Vintage Frames, safeguarding your payment information is of utmost importance to us. We have implemented appropriate measures to ensure the security of your data and protect it from potential cyber threats. For more information, please refer to our Privacy Policy.

Sales taxes are not applicable to optical products and frames specifically designed for optical use.

All frames shipping outside of Canada may be charged duties based on the location of delivery. Each country has its own duty policy and import fees vary. Duties are not included within the price of the item and would be charged via the carrier on behalf of the import country's customs. The payment of duties must be covered by the customer upon receiving the goods. If a package is returned to Vintage Frames Company due to non-payment of duties, the customer must repay shipping fees and duties in order to receive the goods.

We do not offer price adjustments post-purchase. Please note that prices can vary by location due to international trade costs. Additionally, promotional offers, including discount codes and markdowns, are updated frequently and are subject to our discretion. Offers available online may not be applicable in our flagship stores or partner retail locations..

We have partnered with Sezzle, a third-party payment processor, to offer our customers a 0% interest instalment payment plan.*


*Subject to approval. Click here for complete terms. First payment date and amount may fluctuate based on eligibility and time of merchant order completion.

Your credit card will be charged in full within three business days of your purchase date.

TAKE CARE OF YOUR SHIT!

All frames & lenses come with a 1 year warranty which covers manufacturers defects. We’ll replace the frames or lenses for free within 1 year of purchase.

Vintage Frames Company warrants that the purchased product is free from manufacturing defects (in material or workmanship) for a period of 12 months from the date of purchase.

This warranty does not cover: scratches on sun lenses; damages caused by accident, abuse, neglect, shock, improper use or storage of the product; unauthorized modifications or repairs; normal wear and tear as well as any issue connected to the prescription lenses.

This warranty also does not include products within the designer vintage archive section. All designer vintage archive products are sold as is, and are final sale
.

To clean your glasses, we suggest using the microfiber cloth that comes with your glasses on a regular basis. For a more thorough cleaning, you can soak your frames in warm water and then use the microfiber cloth to wipe them down. It's important to avoid using any other types of wipes or fabrics, as they may scratch the lenses or leave streaks.

If you're located in Montreal or Miami, you're welcome to visit one of our retail Locations to have your frames assessed for repair. There may be a small fee associated with the service, depending on the extent of the necessary labour and parts. If you're not located near one of our retail locations, please send a photo of the frames to our Care Team to determine the next steps. You may be required to pay a repair fee and cover the cost of shipping to have the frames serviced.

We strongly recommend that you contact our Care Team before attempting to repair your frames independently. In the event that a screw is missing or an arm is bent, we may be able to guide you through the necessary adjustments remotely and ship you any required parts.

RETURNS AND EXCHANGES

Before returning any items, you must get in touch with our Care Team.All sales purchased during a promotional window are final sale. You can exchange your frames within 7 days of receiving them (after delivery confirmation) for store credit. The goods must be returned to us in the exact condition you received them, including all original packaging. Shipping and restocking fees will be deducted from the credit issued once the return package is received and processed by our team. Exchanges and store credits are subject to the condition in which the items are returned. If items are returned damaged or without full packaging, Vintage Frames Company reserves the right to decline the exchange and the products will be returned at the owner's expense. Please allow 7-10 business days once the goods are received and processed for a credit to be issued.


*Exclusions apply. See "What products are not eligible for exchange?" tab below.
**Please note that this exchange policy is non-negotiable and cannot be extended beyond the 7-day grace period.

*Frames bought at discounted prices or during promotional events with a discount code cannot be exchanged. All sales will be considered final, and no exchanges or store credits will be issued.

Before returning any items, you must get in touch with our Care Team. Once the request is approved, a Return Authorization number (RA) will be issued with all necessary shipping documentation, including instructions. 

PRESCRIPTION & NON-PRESCRIPTION LENSES

Each lens is completely customized to each order. Due to the volume of orders coming into the lab, we cannot offer an exchange or store credit once lenses are cut for the frame (this includes prescription and non-prescription lenses).

Please ensure you have entered your prescription information accurately onto the website. Once the order has been placed and sent to the lab, we cannot offer an exchange or store credit as each lens is completely customized to your prescription and to your frame.

If you have any questions or wish to send your prescription information directly to for processing, you can contact our Care Team and we will process the sale directly with you.

All lenses are final sale. No exchanges or store credit.

Your optometrist determines the validity period, which should be at least one year, except for cases with a significant clinical reason. It is advisable to undergo an eye examination every year and not exceed two years.

Pupillary Distance (PD) is the distance between the pupils of both your eyes. The average Pupillary distance is 62 for females and 64 for men.

The best way to find your PD is to ask your doctor who took your prescription for a copy of your PD. If they don't want to give you your PD, you can use our digital measurement tool before completing your purchase, available when entering your prescription. Please note that our digital measuring tool may be off by 1-2mm.

Vintage Frames is a service provider authorized by the vast majority of insurers in North America. If your insurance company requires more information, our Care Team will be happy to provide you with a more detailed receipt than the one given after payment. We currently do not accept HSA debit card insurance as a form of payment.

CUSTOM LENSES

Please note that we can only cut lenses for frames currently in stock at our facilities (including our vintage in-stock archive).

If you wish to have a pair of lenses cut for your own frame, they must be shipped to our Montreal or Miami branch at your expense. Please contact our Care Team to make sure that we are able to customize the frame before sending anything to our facilities. Once confirmed, our team will provide you with documentation and delivery instructions.

All of our sun lenses are rated UVA/UVB 400.

GIFT CARDS

Our e-gift cards are only valid for online purchases and cannot be used in-store. If you would like to purchase a gift card for use in any of our stores, please speak to one of our online stylists or visit our nearest Location.

You will be able to check your balance by testing out your code at checkout or you can contact our Care Team to receive an updated balance.

If you happen to lose the code for your e-gift card, don't worry! Our customer care team can re-issue the card to the email address associated with your purchase. Please get in touch with our Care Team to initiate this process.

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