Refunds & Returns Policy

Last updated: 29 April 2026

At Burghley & Co, we aim to make every order as straightforward, transparent, and reassuring as possible. Our returns and refunds process is designed to be clear, fair, and compliant with applicable UK consumer law, while also providing clarity for our USA customers.

All returns, aftercare, and customer support are managed within the United Kingdom.

Shipping Regions

We currently ship throughout the United Kingdom and to the 48 contiguous United States.

Please note: We do not currently ship to Alaska, Hawaii, Puerto Rico, Guam, US Virgin Islands, APO/FPO/DPO addresses, or PO Boxes.

Your Right to Cancel (Online Orders – 14 Days)

For eligible online orders, you may request to cancel your purchase within 14 days of receiving your item.

• Notify us within 14 days of delivery
• Return the item within 14 days of notifying us

Once your return is received, or proof of return is provided, your refund will be processed within 14 days.

Refunds include the original standard delivery charge where legally applicable.

Return postage costs are the responsibility of the customer unless the item is faulty, incorrect, or otherwise covered under applicable consumer rights.

For UK and USA returns, customers are responsible for arranging and paying return shipping unless the item is faulty or supplied incorrectly.

A reasonable deduction may be made if the item has been handled beyond what is necessary to inspect it.

USA Orders – Duties, Taxes & Delivery

USA orders are shipped on a Delivered Duty Paid (DDP) basis where available at checkout. This means applicable import duties and taxes are calculated during checkout wherever supported by the selected shipping service.

Where DDP applies, the total shown at checkout includes these charges, helping reduce unexpected import costs on delivery.

Delivery times and customs processing may vary. Burghley & Co cannot guarantee customs clearance timeframes.

Prescription & Custom-Made Items

Prescription lenses and bespoke optical work are made specifically to your order and are generally exempt from cancellation rights once production has begun, except where faulty or incorrect.

• Prescription lenses
• Custom coatings or tints
• Bespoke glazing or optical services

Where a frame fitted with prescription lenses is returned following cancellation, the frame may be refunded where eligible, but charges relating to lenses, glazing, and optical services are non-refundable once completed, unless faulty or covered under our Burghley & Co Confidence Policy.

Burghley & Co Confidence Policy

For added reassurance when ordering complete glasses online, eligible complete pairs may also be covered by our separate Burghley & Co Confidence Policy.

This policy applies only to eligible complete pairs of frames with prescription lenses and is subject to its own terms, conditions, and fair use limits.

Please refer to our Burghley & Co Confidence Policy for full details.

Frame-Only Orders

Frame-only purchases are covered by our standard returns policy.

To be eligible for a refund, frames must be returned within the stated cancellation period and in original, unworn condition, with all original packaging included.

We reserve the right to reduce or refuse a refund where an item shows signs of wear, fitting, adjustment, or handling beyond what is necessary to inspect it.

Faulty, Damaged, or Incorrect Items

Within 30 Days

If your item arrives faulty, damaged, or incorrect, please contact us within 30 days of receipt.

You may be entitled to a repair, replacement, or full refund, and we will cover reasonable return postage where appropriate.

After 30 Days

Where appropriate, we will first seek to repair or replace the item.

If this is not possible, a partial or full refund may be provided in line with your statutory rights.

Exchanges

We do not offer automatic exchanges. Where eligible, items can be returned for a refund and reordered separately.

Non-Returnable Items

The following items are generally non-returnable unless faulty, incorrect, or covered by statutory rights:

• Prescription lenses
• Custom glazing or bespoke optical work
• Gift cards
• Items showing signs of wear beyond normal inspection
• Items returned outside stated timeframes

Returns Address

Please include your name, order number, and contact details with all returns.

Refund Processing

Refunds are issued to your original payment method.

Please allow several working days for your bank or card provider to process the transaction.

If your refund has not been received within 14 days of confirmation, please contact us.

Contact

hello@burghleyandco.uk

Every pair is carefully prepared, inspected, and professionally checked before dispatch. If something is not quite right, we are here to help.