FAQ
Orders
How long does it take to process an order?
Please allow up to 3-5 business days for your order to process. In the event that your order is placed on hold and we are unable to reach you within 7 business days, we reserve the right to cancel your order.
*All orders placed between 12:00 p.m. ET Friday and 11:59 p.m. ET Sunday will not be processed until the following business day.
How do I check the status of my order?
Once your order ships, you will receive a shipping confirmation email with a TRACK PACKAGE button. Click the button to follow the status of your shipment.
Can a promo code be used for a previous purchase?
Unfortunately, promo codes can only be redeemed at the time of the sale.
What are the payment options?
We accept all major credit and debit cards, PayPal, and installment payments through Shop Pay Installments. Our prices are shown in U.S. dollars.
Shipping
How long does domestic shipping take?
We offer free UPS Ground shipping for all domestic orders. Please allow 3-5 business days for your order to be processed. Orders placed on weekends and national holidays are processed the following business day.
Once shipped, orders should deliver within 3-7 business days. For prescription and custom lens orders, please add an extra 10 business days.
Do you ship to P.O. Boxes?
Yes, we do ship to P.O. Boxes with UPS SurePost.
What if I'm not home during delivery?
As we don’t require a signature for delivery, we recommend that you try to be home to receive your package. If you’re unable to be home, we recommend that you leave instructions for the safest place to leave your package.
If I am visiting the United States for a short period of time, will I get my package in time?
Please email customer service with your order number and the last possible date you will be present until the end of day (9 pm), so we can ensure that your package will arrive on time.
If you’re staying at a hotel, we recommend letting the concierge know that you’re expecting a package so that you can get your order before you leave :)
How long does international shipping take?
All international orders are shipped via DHL from the United States. Please allow up to 3 business days for your order to be processed and up to 10 business days for your package to arrive.
For prescription and custom lens orders, please add an extra 10 business days.
How much does international shipping cost?
We offer $25 shipping to Canada and $49 shipping to all other countries (exclusions listed here) with DHL Express.
How much do I have to pay for duties and import taxes on orders shipped outside the U.S.?
For most countries, all duties and taxes will be prepaid at checkout. For countries that do not support prepaid duties and taxes, the customer is responsible for paying any customs fees, duties, and/or taxes to DHL during import. Once the package leaves the United States, we do not have control over any taxes or fees charged.
If a package is refused and we are charged shipping and/or duties, that amount will be deducted from the original order before a refund is credited.
Where do you guys ship?
We ship worldwide with the exception of the countries listed here.
Can I reroute my package to a new address once it has already shipped?
No, we can't reroute any packages to a different address after they've been shipped. However, you can email us at shop@illesteva.com with your order number and we can request that your package be returned to our warehouse and re-shipped to a different address with an additional fee.
For domestic orders: $30.
For international orders: $50.
Returns
What is your return policy?
If you are not satisfied with your purchase, you have 21 days from the shipment of your order to request a return authorization from our returns portal. Please enter your order # and shipping postal code and if you have any issues finding your order please contact customer service.
Orders returned without a valid authorization may face a delay in processing and a refund may not be approved. Please note that the following items may not be returned:
– Any sale (discounted) items
– Items that are not returned in their original packaging and/or were used
– Items that were exchanged
For domestic orders, if your return is approved you will receive a prepaid FedEx return label and packing slip. Include the packing slip inside your package, attach the label to the top of the package, and drop it off at any FedEx location within 14 days of your return authorization.
Please note that each order returned for refund, and not for store credit, is subject to a $7 restocking fee.
International Orders: For international orders, we do not offer free returns unless merchandise is defective. Please request a return authorization from our Returns Portal and once your return is approved you will receive a packing slip. Please include the packing slip inside your package and ship your return with the courier of your choosing to the address provided on the packing slip. We recommend that you use a shipping courier that provides both insurance and tracking to ensure that we receive your package, as we unfortunately are unable to cover packages lost in transit.
Exchanges: If you would like to do an exchange, Lyndon will provide one complimentary prepaid FedEx return label for domestic orders. If you receive your exchange and would like to return it, the returned exchange will be eligible for online store credit only and $10.00 will be deducted from your store credit to cover the second return label.
All merchandise must be returned in the same condition as it was received and in original packaging in order to receive a full refund. We subject the right to reject any returns if items are sent back in non-new condition (covered in fingerprints, smudged with makeup, etc.). Once you receive the return authorization, please make sure to ship the products back to us within 5 business days. Refunds are only issued after merchandise has passed our quality control check and are automatically processed in the original form of payment. Please allow 5-10 business days for your refund to show on your bank statement.
* Please note that all sale items are FINAL SALE and cannot be returned or exchanged. This includes any promo code over 15% off.
Can I return an item purchased on sale?
Please note that all sale items are FINAL SALE and cannot be returned or exchanged. This includes any promo code over 15% off.
Can I return a Lyndon Eyewear item purchased at a third-party retailer?
Merchandise purchased from a third-party retailer cannot be returned through our online store. The only way to return Lyndon Eyewear merchandise purchased from a third-party retailer would be to contact the retailer directly.
What condition does the merchandise have to be in to be eligible for return?
All merchandise must be returned in the same condition as it was received and in original packaging. Returns can be rejected if items are sent back in non-new condition (covered in fingerprints, smudged with makeup, etc.).
How long does it take for a refund to be processed?
We will process a refund once we receive your return. Please allow 5-10 business days for your bank or card issuer to process the refund. The amount will be refunded to your original form of payment.
What is the cost of return?
For domestic orders, return shipping costs are covered by Lyndon Eyewear. For international orders, return shipping costs are not covered by Lyndon Eyewear unless merchandise is defective. For domestic returns of exchanged items, Lyndon Eyewear will accept the returns back for online store credit only and will subtract $10 from the store credit to cover the cost of shipping.
Where do I ship my return?
Shipping instructions will be sent upon submitting your return request on our Returns Portal.
For domestic orders: include the provided packing slip inside your package, attach the prepaid FedEx label to the top of the package, and drop it off at any FedEx location within 14 days of your return authorization.
For international orders:For international orders: include the provided packing slip inside your package and ship your return with the courier of your choosing to the address provided on the packing slip. We recommend that you use a shipping courier that provides both insurance and tracking to ensure that we receive your package, as we unfortunately are unable to cover packages lost in transit.
Can I return a Gift Card?
Please note that gift cards are redeemable only on our website. All gift cards are final sale and cannot be returned or exchanged.
Maintenance
Do you sell extra lenses separately?
Non-prescription replacement lenses for selected frames may be purchased for an additional $50 plus shipping ($14 within the United States and $49 internationally) by contacting our customer service team
Do the frames come with a warranty?
Lyndon Eyewear extends a warranty for all products against manufacturer defects within two years of the purchase date. The warranty covers any quality related issues that cannot be attributed to standard wear-and-tear, including scratched lenses and stains.
What do I do if I need a warranty replacement?
To request a warranty replacement, visit our Returns Portal, enter your order # and shipping postal code, and upload a picture showing any manufacturer defects. If you're unable to find your order, contact our customer service team.
What do I do if I need a repair?
If one of your Lyndon Eyewear items is in need of repair, please email customer service with photos of the front, back, sides, and writing on the inside of both temples so we can assess if it is repairable and issue an RA#. Please allow one week for repairs to be completed before they are shipped back out to you.
Can I repair out of warranty?
Yes! Please email customer service with photos of the front, back, sides, and writing on the inside of both temples so we can assess if it is repairable and let you know the repair fee. Please allow one week for repairs to be completed before they are shipped back out to you.