Last updated: 2 November 2026
We offer a straightforward route for cancellations, returns and product problems. Please contact help@opticmerge.com with your order number and the outcome you would like. A request for an exchange or store credit is optional; it does not replace a refund to which you are entitled.
1. Our 30-day return window
For ordinary, non-personalised products, you may ask to return an item within 30 days after delivery under our commercial return policy. For requests made outside an applicable statutory cancellation period, the item should be unused apart from a careful inspection, complete and in a condition suitable for resale. Please retain accessories and packaging where reasonably possible. These commercial conditions do not restrict statutory rights, including reasonable inspection of an online purchase.
2. UK and other statutory cancellation rights
Where UK distance-selling cancellation rights apply, you may tell us that you wish to cancel within 14 days after receiving the goods, without giving a reason. You then normally have a further 14 days to send them back. For an order delivered in separate parts, the applicable period may run from receipt of the final item. Mandatory rights in your country may provide additional protection and continue to apply.
You may inspect the goods as you reasonably would in a shop. We may make a lawful deduction for loss in value caused by handling beyond what is necessary to establish their nature, characteristics and functioning, where the law permits. We do not impose a blanket restocking fee for exercising a statutory cancellation right.
3. How to start a return
- Email help@opticmerge.com with your name, order number and the item you wish to return.
- State whether you are cancelling, reporting a fault, or requesting an exchange. A reason is not required for a statutory change-of-mind cancellation.
- We will provide appropriate return instructions and the return address for your order. Our registered office is for company correspondence and is not a public returns counter.
- Package the item securely and retain proof of posting. Please contact us before sending a parcel so it can be routed correctly.
An administrative return reference helps us trace a parcel; it is not a condition that removes your legal cancellation rights. If you notify us within the relevant deadline, a delay in our response does not shorten that deadline.
4. Return postage
For a change-of-mind return, you are generally responsible for the direct cost of return postage unless we agree otherwise or the law requires us to cover it. We will explain any non-standard return arrangements before they are agreed. If an item is faulty, damaged on arrival, incorrect or otherwise not as described, contact us so we can arrange an appropriate remedy and cover reasonable necessary return costs where required.
5. Refunds
Approved refunds are issued to the original payment method, unless you expressly agree to another lawful method. For a statutory cancellation, we refund the product price and the cost of our least expensive standard outward delivery service where required. The additional cost of an optional premium delivery service need not be refunded where the law permits.
Where UK cancellation rules apply, reimbursement is made within 14 days after we receive the returned goods or evidence that they have been sent back, whichever is earlier, subject to any lawful right to withhold reimbursement. For commercial returns, we aim to review the parcel and issue an approved refund within 7 business days of receipt. Your bank or payment provider may then take additional time to display the credit. Contact us if a confirmed refund has not appeared.
6. Faulty, damaged or incorrect goods
Please report a problem as soon as reasonably possible so we can help. Useful details include your order number, a description of the issue and, if available, photographs of the item and packaging. Failure to report a fault within a short commercial reporting window does not automatically extinguish statutory rights. Remedies may include repair, replacement, price reduction or refund, depending on the facts and applicable law. We do not require you to accept store credit where you have a right to a monetary refund.
7. Exchanges
If you would prefer another available colour or model, tell our team. Exchanges depend on availability and any price difference will be explained in advance. You can instead use the applicable return and refund process.
8. Exceptions and sale items
Genuinely made-to-order or personalised products may have different change-of-mind cancellation rules, but an ordinary ready-made option selected from a menu is not automatically treated as personalised. Any applicable exception will be identified before purchase. Sale and Black November items keep their statutory rights. Choosing a discounted item does not, by itself, make it non-returnable.
9. Optional cancellation form
You may copy and email the following wording, or make any other clear cancellation statement:
To GFL ENTERPRISE LTD, trading as OpticMerge Eyewear, 71–75 Shelton Street, Covent Garden, London, United Kingdom, WC2H 9JQ; help@opticmerge.com.
I give notice that I cancel my contract for the following goods: [items].
Order number: [number].
Ordered on / received on: [dates].
Name and address: [details].
Date: [date].
Signature: only if this notice is sent on paper.
OpticMerge Eyewear is a trading name of GFL ENTERPRISE LTD, a company incorporated in England and Wales, company number 17456702. Registered office: 71–75 Shelton Street, Covent Garden, London, United Kingdom, WC2H 9JQ. Contact: help@opticmerge.com.