Changed your mind? We are here to help.
For eligible online purchases, you have 14 calendar days from receiving your order to withdraw without giving a reason. You can also tell us that you wish to withdraw before your order is delivered.
1. WHAT CAN I RETURN?
Non-prescription glasses: Eligible glasses may be returned within 14 days. You can try them on as you would in a store, but please handle them carefully. Include the case, microfiber cloth and accessories, preferably with the original packaging. Missing packaging alone does not cancel a statutory right of withdrawal. A reduction in value caused by handling beyond what is necessary to inspect the product may be deducted where permitted by law.
Prescription glasses: Lenses individually manufactured to your prescription are generally excluded from change-of-mind returns. Under our own policy, however, eligible frames may still be returned within 14 days for a refund of the frame portion of the purchase. Your rights if something is defective or incorrectly manufactured remain unaffected.
In-store purchases: Eligible non-prescription eyewear bought in our Vilnius store may be returned under the conditions described in our policy. Please contact us for instructions. Returns of online purchases are not accepted directly at our physical store under our standard procedure.
2. HOW DO I RETURN AN ORDER?
3. HOW MUCH DOES RETURN SHIPPING COST?
🇱🇹 LITHUANIA – €5: You receive a DPD return QR code together with your order, so there is no need to request one separately. Pack your items securely and use the QR code to return the parcel via a DPD parcel locker. The €5 return fee will be deducted from your refund.
🇪🇺 OTHER EU COUNTRIES – €20: Your return is collected by a courier from your address, not from a parcel locker. Include your collection address in your withdrawal request so we can arrange pickup. The return service costs €20; where legally permitted and agreed, this fee may be deducted from your refund.
🌎 OTHER COUNTRIES: Please arrange and pay for tracked return shipping yourself. Send the parcel to the return address below and keep your proof of postage.
FAULTY OR INCORRECT ITEMS: If an item is defective, non-conforming or incorrectly supplied, contact us at hello@supernormalpeople.com. We cover the necessary return costs where required by law.
4. WHEN WILL I RECEIVE MY REFUND?
Eligible refunds are made to the original payment method. For statutory withdrawals, refunds are generally processed within 14 days of receiving your withdrawal notice. Where legally permitted, we may wait until we receive the returned goods or you provide evidence of shipment. The original standard delivery cost is reimbursed where required by law; additional charges for an upgraded delivery method may not be refundable.
5. CAN I CANCEL OR CHANGE AN ORDER?
If your order has not yet been dispatched, please email hello@supernormalpeople.com as soon as possible. We can usually help with cancellation if the order has not been shipped and production of individually made prescription lenses has not begun. Once custom lens production has started, the custom-made portion generally cannot be cancelled for a change of mind. For eligible online purchases, your statutory withdrawal rights remain unaffected.
6. WHAT IF SOMETHING IS WRONG WITH MY ORDER?
If your glasses are damaged, faulty or different from what you ordered, email hello@supernormalpeople.com with your order number, a brief description and photos where possible. We will review the issue and help arrange a suitable remedy. Your rights for defective or non-conforming goods are separate from the 14-day change-of-mind period.
7. WHAT ABOUT EXCHANGES AND GIFT CARDS?
We do not offer direct online exchanges for a different colour, model or size: please return eligible goods and place a new order. When you paid with a gift card, an eligible refund for the gift-card-funded portion is generally returned to the gift card. Gift cards themselves are not redeemable for cash except where required by law.
8. RETURN ADDRESS & QUESTIONS
Return address (for returns you ship yourself): Supernormal, Mindaugo g. 14B-51, LT-03225 Vilnius, Lithuania. For returns from Lithuania, use your DPD return QR code at a DPD parcel locker; for returns from other EU countries, we arrange courier collection from your address. Phone: +370 670 77019. Questions? Email hello@supernormalpeople.com.
9. WITHDRAW FROM CONTRACT
To withdraw from an eligible online purchase, complete the form below within 14 calendar days of receiving your order, or notify us earlier. You do not need to give a reason. Include your name, email address and order number, and tell us in the message whether you wish to withdraw from the entire order or selected items.
We will acknowledge your withdrawal request by email. Return shipping instructions and prices are provided above – there is no need to ask for a DPD QR code in Lithuania because it comes with your order. If you are returning from another EU country, include your pickup address in your message so we can arrange courier collection. Return eligible goods within 14 days after notifying us. You may also submit a withdrawal notice to hello@supernormalpeople.com.
