Shipping and Returns
THE PRIVÉ PROMISE
Our goal is to offer affordable, high-quality, beautifully designed eyewear you’ll love. If for any reason you’re not totally satisfied with your purchase, you can return your frames for a full refund. Frames must be returned within 30 days of the original purchase date, unworn, in the original packing, and with the original shipping invoice. Refund will be applied to your original form of payment, including PayPal.
COVID-19 Update: All parcels returned to facilities will be quarantined for 72 hours following delivery. The returns process will begin after this time period has elapsed. This protocol will help ensure the safety of our employees as they are handling outside parcels directly from the public.
Stay healthy, and thank you for your support!
When can I expect my order?
Standard, Non-Prescription Orders: 5-7 Days
Prescription Orders: 7-14 Days
We know as soon as you click the “Pay Now” button, you’ll be anxiously waiting for your new glasses to arrive. We’ll do everything in our power to meet our promised shipping dates. You will receive standard, non-prescription orders within 5-7 business days after placing your order. Prescription/optical orders require a little more time to customize your lens, but you should expect delivery within 7-14 days.
If you purchased prescription lenses in addition to other products or accessories, we’ll make sure your products are shipped as soon as they are ready. That means you’ll likely receive your accessories or non-customized products first, while you wait patiently for your prescription order.
What if there are shipping delays?
While we like to think we’re good at everything, there are a few areas beyond our control. And unfortunately, that includes shipping. During high-shipping times like the holidays, or as a result of COVID-related issues, your order could potentially experience minor delays. But don’t worry. If that happens, we’ll be sure to reach out via email to update you. Thanks for your patience, and we hope our glasses are worth the wait!
Are there any shipping delays due to COVID?
Unfortunately, we have noticed some delays in shipping and transit times due to COVID. Please check your shipping confirmation to track your delivery. Thanks for your patience during this crazy time!
Where do you ship?
We currently ship to all addresses in the United States and Canada. Unfortunately, we cannot ship to P.O. boxes or military addresses.
If you are in Europe, please visit our European website for ordering or return information: https://eu.priverevaux.com.
What are your shipping costs?
A key focus for us is providing the highest-quality products at the lowest-available cost. That’s why we always offer free standard shipping (5-7 day delivery) on all domestic, non-prescription orders over $50.
We do not offer any other expedited shipping options, sorry! If you need a gift faster, may we suggest a digital gift card?
How can I track my package?
We will send you an email with all your product tracking information so you can see it make it’s way to you.
What happens if the tracking hasn’t updated?
If you notice that your tracking hasn't been updated or has stopped moving, please contact the carrier directly. Confirm your address with them, and they should be able to provide an update. If the carrier doesn’t help resolve the issue, do not hesitate to reach out to us for assistance. We will make sure you get the products you ordered!
Returns and Exchanges
What is your return policy?
We want you to be completely happy with your purchase. If, for any reason, you are unsatisfied with your order, we’ll happily accept a return within 30 days of your original purchase date.
Which products are eligible for returns?
With the exception of discontinued sale products or items marked for final sale (which we will clearly indicate at time of purchase), all of our products can be returned within 30 days. Damage due to misuse, abuse, neglect, normal wear and tear, theft or anything unrelated to poor manufacturing and workmanship will not be considered for replacement.
Will I get my money back or just get store credit for my return?
We will give you a full refund for the purchase price of your products. You will be credited through the same form of payment used to make your purchase, including PayPal.
Do you provide free shipping for returns?
While we will refund 100% of your purchase price, we do not cover shipping costs for returns.
How do I return a product?
We try to make returns as easy as possible. Any products returned must be in their original condition and packaging, and submitted with your shipping invoice.
To get started on a return, visit our Returns page. Be prepared to enter your order number and email address used when placing your order.
How long will it take to get reimbursed for my return?
Once we receive your returned product, we will process your return quickly (after any necessary package quarantine). You should receive credit in your original form of payment within 7-10 days. We will send you an email with status updates.
How has COVID impacted the handling of product returns?
We’re taking COVID and your health seriously, and are doing everything possible to keep our shipments to you and your returns to us safe. So just like people, product returns are sent to quarantine after they arrive. We typically begin processing returns and exchanges about 72 hours after we’ve received them. This protocol helps ensure the safety of our employees as they handle outside packages.
How can I exchange a product?
If you need to exchange a product for a different color or style, that’s easy, too. We process exchanges just like returns. You will return the product and receive credit for the returned items. You can order your replacement product at any time.
How can I replace a product that has broken or malfunctioned?
We pride ourselves on delivering quality products, but every once in awhile a product may arrive that doesn’t meet our quality standards. We will absolutely take care of any product malfunction issues within the first 30 days. Please contact our customer service team, and we will walk you through the process.
I never received my product, but it says it was delivered. What do I do?
First, please confirm that your shipping address is correct. Then, reach out to the carrier for guidance on tracing your package. If they cannot locate your package, please call us and we’ll help get you what you ordered!
My tracking status says it was returned to sender. What do I do?
If your order was undeliverable or returned to sender, please reach out to our customer service team and we will send you a new shipment.
What happens when I receive the wrong item in my order?
We’re sorry for any inconvenience. Please reach out to our customer service team, and we will help get you the correct products you ordered.
How can I talk to someone about my order?
Want to talk to a live person? We’re here for you from 8 a.m. – 5 p.m. ET, Monday through Friday.