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Returns & Refunds Policy

RETURNS

At cutlerandgross.com if you have a change of heart with your online purchase for any reason, you can return it to us within 14 days.

Here are the conditions of a return:

  • The item is unworn and in its original, undamaged condition
  • The item has not been personalised or made to a customer’s specification
  • All items are returned including the glasses, case and cleaning cloth
  • The return request is accompanied by a valid invoice number In the case of opticals, only the frame can be exchanged for another style and not the lenses
  • This policy applies only to items purchased from cutlerandgross.com
  • Please see the section on delivery terms and costs below for further details

RETURNS PROCESS

Due to the recent export regulation changes following Brexit, please expect delays with processing returns during this period. We will acknowledge and process your returns as soon as possible. We ask that you kindly bear with us and we thank you in advance for your understanding.

If you have a Cutler and Gross account:

  • Please go to your my account section and select 'My Returns'
  • Click on 'Request a New Return', select the order number and click on 'Apply'
  • Select the item/s you are returning and enter the reasons for return
  • Click on Submit request

When sending the return please include your original invoice and return to us at:

Order from US & Canada:

Cutler and Gross New York, Online Returns, 110 Mercer Street, New York, 10012

 

Orders from EU:

Cutler and Gross, Online Returns, Cutler and Gross Distribution SRL, Via Treviso n.28, 32040 Domegge di Cadore, BL, Italy

 

Orders from Rest of the World:

Cutler and Gross Online Returns, 16 Propeller Park, 400 NCR Business Centre, London, NW10 0AB

We recommend that you select a safe and trackable delivery service, retaining proof of postage. Cutler and Gross will not refund the shipping costs for any normal returns.


If you don't have a Cutler and Gross account:

Please request a return form via email or telephone to [email protected] or +44 (0) 208 451 0331 229

We recommend that you select a safe and trackable delivery service, retaining proof of postage. Cutler and Gross will not refund the shipping costs for any normal returns.

 

DELIVERY TERMS & COSTS REFUNDS FOR UNDAMAGED PRODUCTS

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. Cutler and Gross will not refund the shipping costs for any normal returns.

 

REFUNDS FOR DAMAGED/INCORRECT PRODUCTS

If you received an incorrect or damaged item due to a mistake on our part, we will refund the original delivery cost/handling fees on your order.