In accordance with EU consumer protection legislation effective from June 2026, you may withdraw from your purchase within 14 days of receiving your order, without providing a reason.

Submitting a Withdrawal Request

To exercise your right of withdrawal, please complete the form on our Right to Withdrawal page. Once submitted, you will receive an automatic confirmation email. A member of our team will then be in touch with the next steps.

Before You Return

Please note:

• Items must be returned in their original condition, including all packaging in accordance with our returns policy outlined here.
• The 14-day withdrawal period begins on the day your order is delivered.
• Certain products may be excluded from the right of withdrawal, including, but not limited to, bespoke items, custom orders and digital gift cards. If you are unsure whether a product is eligible, our Customer Care team will be happy to assist.

Should you have any questions before submitting your request, please contact us at help@cutlerandgross.com.

In the event that you are not satisfied with your purchase, please request a full refund on any sunglasses, opticals, or accessories. Your order must be shipped back and received by Cutler and Gross within 14 days of your original delivery. Please note, Cutler and Gross do not cover the cost of returns, and will not refund the shipping costs, or any customs import duties and taxes. We do not currently offer exchanges for online orders.

To be eligible for a refund, your item(s) must be in the same condition that they were received. Refund requirements below: 

• The return request is accompanied by a valid receipt or invoice number.
• The item(s) must not have been personalised or made to a customer’s specification.
• The item(s) must be unworn and in their original, undamaged condition.
• All items must be returned including the frame, case, and cleaning cloth.
• In the case of opticals, the cost of prescription lenses cannot be refunded as these are made bespoke to each customer.

To request a return, contact Customer Care at help@cutlerandgross.com, the team will provide instructions on next steps. Alternatively, you can log into your account. 

If your return is accepted, we’ll send instructions on where to send your parcel.

All returned goods remain the responsibility of the sender until received by Cutler and Gross. We recommend that you select a safe and traceable delivery service, retaining proof of postage.

Once your return has been received, checked and approved, a full refund will be processed. Please note it can take some time for your bank or credit card company to process and post the refund too.  If more than 7 business days have passed since we’ve approved your return, please contact us at help@cutlerandgross.com.

This policy applies only to items purchased from cutlerandgross.com.

Cutler and Gross do not cover the cost of postage for online return orders.

Please note that all returned goods remain the responsibility of the sender until received by Cutler and Gross. We recommend that you select a safe/traceable delivery service, retaining proof of postage.

If you live outside of the UK and are returning your order to Cutler and Gross UK, please declare your goods as "returned goods to sender" for customs.

Once you have requested a return via our Customer Care team, please send your return to the below address.

For UK, EU, and Rest of World orders:

Cutler and Gross Online Returns

Unit A, 58-62 White Lion Street

London

N1 9PP

US orders:

Cutler and Gross Online Returns

71 Mercer Street

New York

10012

Canada orders:

Cutler and Gross Online Returns

758 Queen Street West

Toronto

ON M6J 1E9

Canada

In the event that you are not satisfied with your purchase in store, you are welcome to request a full refund on any sunglasses, opticals, or accessories within 14 days of purchase.

To be eligible for a refund, your item(s) must be in the same condition that they were received. Refund requirements below: 

• The return request is accompanied by a valid receipt.
• The item(s) must not have been personalised or made to a customer’s specification.
• The item(s) must be unworn and in their original, undamaged condition.
• All items must be returned including the frame, case, and cleaning cloth.

Exceptions:

• In the case of opticals, the cost of prescription lenses cannot be refunded as these are made bespoke to each customer.
• Any bespoke or personalised frames cannot be refunded, as they are made to order.

Please note, if you wish to exchange an item, you will need to return it and place a new order.

For further assistance, please contact Customer Care help@cutlerandgross.com or visit the FAQs.