Returns & Exchange Policy

 

Vontélle’s goal is to offer high-quality, beautiful, brave and bold eyewear. Our production team and processes adhere to a high standard of quality control and inspection for each pair of eyewear.  Vontélle honors the customer experience and knows opening our package will make you smile. Nonetheless, we understand things happen.  Please feel free to contact customer service at customer@vontelle.com. 

One-Year Warranty Replacement

Vontélle offers a one-year/one-time replacement warranty from the purchase date of your eyewear.  We will replace stolen, lost, damaged or broken glasses.  Please note: The insurance replacement covers frames only. It does not include the cost of replacing the lenses/prescription.     Click here for Claim Form. 

 

  1. Stolen/Lost: You will be required to complete the One-Year Warranty Claim Form for a replacement pair of the exact/same pair of glasses you originally purchased. This replacement policy does not cover the cost of the lenses/prescription.  Please provide any supporting documentation (police report, receipt, etc.). 

  2. Damaged/Broken: This warranty covers damaged or broken eyewear caused by accidents, negligence and improper care. Please complete the One-Year Warranty Claim Form and send back your damaged/broken pair of glasses. In order to receive a replacement, eyewear must have been purchased directly from Vontélle (not a retailer).   Please return claim form, actual damaged/broken glasses and original receipt/email purchase receipt to Vontélle offices at address on the form.  

  3. Out of Stock: If the exact/same pair of glasses that were stolen/lost are out of stock, we will contact you to select another pair. 

Return Policy

We have a 30-day, hassle-free return or exchange policy for our eyewear. Please note glasses with a prescription are not eligible for a refund. If you qualify for a refund, you’ll be set up for a full refund or exchange within 30 days of receipt to our office. Email us at customer@vontelle.com to begin your process.

Prescription Eyewear: Frames purchased with prescription lenses may be returned in accordance with our return policy. The frame portion of the purchase is eligible for a refund; however, prescription lenses are custom-made and are non-refundable. If Vontélle or our optical laboratory makes an error in producing your prescription lenses, we will correct the lenses at no additional cost. Errors resulting from incorrect prescription information submitted by the customer are not eligible for a complimentary remake.

Prescription Eyewear

Frames purchased with prescription lenses are eligible for return in accordance with Vontélle's standard return policy. If an eligible prescription eyewear order is returned, Vontélle will refund the amount paid for the frame only. Prescription lenses, lens upgrades, coatings, treatments, and other custom lens services are non-refundable.

Prescription lenses are custom-made to the prescription information submitted with each order and are produced specifically for that customer by our optical laboratory. Because Vontélle incurs these costs once the lenses are produced, prescription lens charges cannot be refunded.

If Vontélle or our optical laboratory makes an error and the finished lenses do not match the prescription information submitted and accepted for the order, Vontélle will correct or remake the affected lenses at no additional cost to the customer.

 

Customers are responsible for ensuring that all prescription information submitted to Vontélle is accurate, complete and current. Complimentary remakes do not apply when replacement lenses are required because of incorrect information provided by the customer, a change in the customer's prescription after the order was placed, or a new prescription issued by the customer's eye-care provider. In these circumstances, the customer is responsible for the cost of replacement lenses.

Wrong Items

If you receive the wrong order, please contact us immediately to return the glasses. We will arrange for return shipment/provide label. Once the glasses have been returned to our warehouse, we will begin processing the replacement glasses.

Visual Color Difference Issue

Our frames are vibrant and colorful and have different patterns. Each pair of glasses has a design as unique as the individual wearing them. Random patterns may differ from pictures. Goods shall in kind prevail. 

Incorrect Prescription Filled

If you submit an incorrect prescription, please contact us with your original prescription copy.   As a courtesy, we will offer you a discount to purchase a new pair with your correct prescription.

Changes to Orders 

We begin processing orders upon submission. However, we’ll do our best to accommodate any changes. Please email us within 48 hours of placing your order at HYPERLINK customer@vontelle.com.  Please Note: Prescription glasses cannot be changed or canceled.  

Shipping

Shipping is free in the United States, Canada, Puerto Rico, Guam, the U.S. Virgin Islands, and military APO/DPO/FPO addresses. Shipping fees will apply if your order is international. If you require expedited shipping, an additional fee will apply. Fees are based on shipping carrier, days required and location. You can track your package in our Order Confirmation email. 

Delayed Shipment

All orders will ship out on time. However, if your order requires a prescription, it can take up to 14 days before your item is shipped. Otherwise, your package may be delayed due to bad weather, strikes, pandemics and other unforeseeable reasons. We will do our best to ensure your items are delivered in a timely fashion.  You can track your package in our Order Confirmation email.