Return and Refund Policy

At DUCO, we stand behind the quality of our eyewear. Your 100% satisfaction is our top priority.

14-Day Fit & Style Guarantee

Your purchase is backed by our 14-Day Guarantee, valid for 14 days from the date of delivery. Within this window, you can submit a request for a one-time exchange or refund.

  • Eligibility: Requests for non-defective items must be submitted within 14 days of receipt. Requests made after this period will not be accepted.

  • Exchange Limit: Each order is eligible for one quality-related exchange or return. Please note: Replacement items are final sale and cannot be returned or exchanged again.

Scenario 1: DUCO Fulfillment Errors

(e.g., incorrect prescription, wrong item sent)

  • We will provide a prepaid return shipping label.

  • You can choose a free replacement, store credit, or a full refund to your original payment method.

Scenario 2: Customer Order Errors

(e.g., wrong size, color, or input errors)

  • Customers are responsible for return shipping costs (prepaid labels are not provided).

  • Refunds/Store Credit: Original shipping fees are non-refundable. Your refund or credit will be processed within 7 business days after we receive and inspect your return package.

  • Exchanges: Replacement items must be of equal value. Any price differences will be charged or credited accordingly, and new items will be shipped once the returned package is received.

One-Year Warranty

  • Coverage: Valid for one year from the date of receipt, covering manufacturing defects in materials and craftsmanship.

  • Exclusions: Does not cover damage caused by normal wear and tear, accidents, misuse, negligence, or improper care.

Important Notes:

  • Neither the 14-Day Guarantee nor the One-Year Warranty covers accidental damage or improper care. A nominal shipping fee may apply for warranty replacement items.

  • Replacement items are non-refundable.

Order Modifications & Cancellations

Need to change or cancel your order? Please contact DUCO Customer Service as soon as possible.

  • Before Shipping: We can update your shipping address (within the same country), billing details, or combine multiple orders into one shipment.

  • If Direct Edits Aren't Available: You can request to cancel your current order and place a new one.

  • Processing Fees: Orders already in production or shipped are subject to the following processing fees:

Order Status Frame Only & Accessories Glasses with Prescription / Custom Lenses
In Production (Pre-Shipment) Free 10% of order total
Shipped 30% of order total 30% of order total

Important Return Guidelines

  • Do NOT ship returns to the address on your original package. That is a fulfillment center, not our return hub. Returns sent there will experience severe processing delays. Always use the address provided by Customer Service or printed on our official Return Shipping Label.

  • Check your package before sealing. We are not responsible for non-DUCO items mistakenly sent to our warehouse.

  • Share your tracking number. Once you ship your return, email us the tracking number so we can process your request promptly.

How to Initiate a Return or Exchange

  1. Submit a Request: Email us at customer@ducoglasses.com to start your return or exchange. Our team responds within 24 business hours (or 48 hours on weekends).

  2. Get Return Approval: We will provide you with an authorized return address. Unsolicited returns without prior notification will not be accepted.

  3. Ship & Send Tracking: Pack your items securely, mail the package, and send your tracking number to Customer Service via email, chat, or SMS to activate your refund, credit, or exchange.

  4. Processing Time: Refunds are initiated within 48 hours of tracking validation. If you requested an exchange, your new order will be processed immediately upon receipt.

Refund Timelines

Once processed, the time it takes for funds to reflect in your account depends on your payment provider:

  • Credit / Debit Cards: Typically appears in about 7 business days (depending on your bank's processing times), but may take up to 30 days.

  • PayPal: Account will be credited within 3 business days.

If you haven't received your refund after these standard timeframes, please reach out to us.

Responsibility & Coverage Breakdown

Where DUCO Has You Covered

  • Damaged on Arrival: If your order arrives damaged during transit, we’ll replace it for free or offer a full refund. Please email customer service with your order number, frame model, and clear photos of the damage.

  • Incorrect Items Delivered: If your received items don't match your order invoice (prescription, frame style, lens tint/coatings, etc.):

    • Wrong prescription: Send photos of your original prescription, order number, and frame model.

    • Wrong item: Send photos of the item received, order number, and frame model.

  • Defective or Missing Parts:

    • Missing accessories: Send photos of the package content, order number, and frame model.

    • Minor defects: Send photos of the defective area. If the defect doesn't affect wearability and you prefer to keep it, we can offer a partial refund or gift card as compensation.

  • Defects Within 30 Days of Wear: If material or craftsmanship failure occurs within 30 days of receipt, we will remake and reship a new pair at no cost, or issue a gift card (including free shipping) toward your next order.

Customer Responsibilities

  • Incorrect Frame Size: Sizing online can be tricky. If your frames don't fit, measure your frames and contact us within 30 days of delivery. We will issue a discount code toward a new order (shipping costs and price differences apply).

  • Style Preference Changes: If you dislike the frame style, color, or lens tint upon arrival, contact us within 30 days of delivery. We can issue a discount code to place a new order (shipping fees apply). Original shipping costs are non-refundable if you opt for a refund.

  • Prescription Input Errors / Expired Prescriptions: We do not accept expired prescriptions. If you entered your prescription incorrectly during checkout, submit a return request via your account within 30 days of receipt (proof of original prescription required). You will cover return shipping and any product price difference.

Frequently Asked Questions (FAQ)

What if I just don't like my new glasses?

You can request a one-time exchange or refund within 14 days of receiving your order by contacting Customer Service. Please note that return shipping and restocking/processing fees may apply.

What if my order is damaged or incorrect upon arrival?

Contact Customer Service immediately with clear photos of the issue, a brief description, your order number, and proof of purchase. We'll make it right at no cost to you.

How much does a return cost?

If the return is due to a product defect or DUCO error, it's 100% free—we cover shipping. If you are returning items due to a change of heart or wrong sizing, you are responsible for return shipping and any applicable order processing fees. Please see our Order Modifications & Cancellations section for details.