Return & Exchange Policy

We want every little dreamer to fall in love with her new glasses, and we’re here to make that journey as magical and smooth as possible. Because each pair is crafted especially for her, here’s how our return and exchange policy works: 

Non-Prescription Glasses (No Rx Lenses) 

If you are ordering frames without a prescription, you may return them within 30 days of delivery for a full refund or exchange. To be eligible for a return, frames must be in their original condition, unworn, and free from any signs of use or damage.

Custom Prescription Lenses 

Because your child’s prescription is unique, and each lens is handcrafted just for her, custom Rx lenses cannot be returned or refunded. However, your satisfaction means the world to us: 

  • If we made an error in crafting your lenses or if they arrive with a defect, please contact us within 14 days and we will gladly remake them at no additional cost.
  • If the lenses feel uncomfortable or you have concerns, we’re here to help troubleshoot or discuss possible adjustments. While we cannot offer refunds for custom lenses, we want to find a solution that brightens her vision.

Charms

Due to their delicate nature, charms and accessories cannot be returned or exchanged once opened. Please be sure to select your favorites carefully.

Return Shipping

Customers are responsible for the cost of return shipping. We recommend using a trackable shipping service to ensure your package arrives safely back to us.

Fit & Style Support 

We want your little one’s glasses to fit perfectly and feel magical from the start. Be sure to use our glasses fitting guides and online pupillary distance (PD) measuring tool before ordering. 

Thank you for trusting Once Upon a Charm to bring sparkle and comfort to your daughter’s world. Every frame is made with care, and your happiness is part of our fairy tale.

How to Begin a Return

If her new glasses didn’t quite spark the joy you imagined, don’t worry, returning them is as simple as a wish. Here’s how to begin:

  1. Step into Your Account
    Visit account.onceuponacharmeyewear.com or click the “Account” link on our website to enter your enchanted customer portal.
  2. Open the Door with a Magic Code
    Enter your email address and follow the prompts
  3. Find Your Order
    Once inside, you’ll see your past orders sparkling like keepsakes in a treasure chest.
  4. Choose What to Return
    Click on the order you’d like to return, then select the item(s) you wish to send back to us.
  5. Review Your Return
    The portal will show you exactly what to expect as your refund based on our return rules, clear and simple, like a map through the woods.

 

A Few Notes Before You Begin

  • Items can only be returned once they’ve been delivered.
  • Your request must be made within our return window.
  • Some items may be marked as final sale and can’t be returned (i.e. Rx lenses)

The entire journey happens right within your account, no need to send an email or call. Just follow the path, and we’ll guide you the rest of the way.