The Lounge Hampstead

Refund Policy

At The Lounge, Hampstead, we take pride in the quality of our products and service. While we always aim for your complete satisfaction. 

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Prescription Glasses & Custom Orders

Prescription lenses are individually made to your unique requirements. Because of this, we’re unable to offer refunds or exchanges for prescription glasses unless there is a manufacturing fault or an error on our part.

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If you’re having any difficulty with your new glasses, we’re here to help. We’ll check the prescription, fit, and lenses, and do our best to resolve any issues — including, where appropriate, offering an adjustment, remake, or alternative solution.

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Non-Prescription Items

You may return non-prescription products, such as accessories or non-prescription sunglasses, within 14 days of purchase for a full refund or exchange, provided they are unused, in their original packaging, and in resaleable condition.

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Faulty Items

If any product you receive is faulty, damaged, or not as described, we will repair, replace, or refund it in accordance with the Consumer Rights Act 2015. Please let us know as soon as possible after receiving the item.

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Adjustments & Aftercare

We offer complimentary adjustments and fittings, and we're happy to help with minor repairs. For accidental damage or issues outside of warranty, we’ll provide a quote before carrying out any work.

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Contact Us

For any returns, concerns, or questions, please don’t hesitate to get in touch:

The Lounge, Hampstead
72 Constantine Road
Hampstead
London NW3 2NE
Email: Eyecare@theloungehampstead.com
Phone: 020 7916 2023