Thank you for your interest in Kingsley Rowe. At Kingsley Rowe customer service is our top priority. We strive to ensure complete satisfaction with your purchase. We want to make sure that every transaction results in a pleasant, convenient and successful shopping experience for you.
Frames purchased are eligible for a full refund or exchange if returned within 7 days of receiving your order, provided that the items are returned in the condition received. Frames must be returned in original condition, unworn, unused, and in the original packaging as received. Please note that any frames returned for exchange must be returned in the original condition that they were received, clean and free of any markings, other than those printed inside the frame temples, together with original demo lenses still inside the frames. The product must be returned with all original packaging materials, frame case, cleaning cloth, and original demo lenses inside the frames. New and unused means in original condition in which the frames were received, with no marks on the frames or any wear on the frame or the case. We do not sell used frames and will not accept any item with any indication that it was used. In such cases, the item will be returned to the purchaser.
Frames being returned for exchanged will be replaced with a new pair, provided the frame is still being manufactured and is in stock. In cases where the frame is listed as discontinued (no longer manufactured), you will be contacted with your preference and the frame will be replaced with another color or a different model of equal or lesser value.
To set up your exchange, give us a call at 858.790.6801 during business hours
Monday–Friday, 9 am–5 pm PST, or email us at sales@kingsleyrowe.com
For your convenience, a prepaid return label will be included with your order. The returned frames must be shipped back with this return label placed on the outside of the box. Please use the original box you received your order in for shipping frames back to us.
For international orders, we do not include a pre-paid return label. Customers are responsible for shipping their orders back to us and paying for postage. If for any reason you no longer have the return label shipped with your frame and original shipping box that your frame was shipped in, then you are responsible for returning the frame prepaid at your own expense, and insured for the full price by a traceable carrier such as
UPS, FedEx or USPS to:
Kingsley Rowe - 7920 Arjons Drive, Suite F, San Diego, CA 92126
Kingsley Rowe Eyewear is not responsible for damaged, lost or missing packages being returned to us for exchange without the original RMA return label.
We pride ourselves in our product quality and workmanship, and every frame ordered is thoroughly inspected for quality immediately prior to being shipped to our customers.
You receive the same warranties we receive from manufacturers and suppliers, allowing you full advantage of the warranties available. We will replace any frame returned to us due to a manufacturer defect. If a frame breaks, discolors, or is bent out of shape, we will replace the frame at no cost under warranty.
Defective frames are frames that have a manufacturer defect only. Frames that have been handled, adjusted, or in any way changed from their original condition are not covered under our Defective Return Policy. Defective frames must be returned to us within 90 days of original receipt. Defective frames returned will be replaced with a new frame under our factory warranty policy. Manufacturer’s defects DO NOT include flagrant misuse or abuse of frames, causing frame damage, scratching or tarnish; pet damage; destruction or damage by vehicle; stepping on or sitting on the frame; bending or twisting the frame; or any other damage not considered a manufacturing flaw. No frame is tamper or scratch proof, and rough handling, misuse, abuse, or incorrect cleaning can still scuff them up or create surface scratches. Frames which are considered defective will be replaced with a new pair, provided the frame is still being manufactured and is in stock.
In cases where the frame is listed as discontinued (no longer manufactured), you will be contacted and the frame will be replaced with another color or a different model of equal or lesser value. Please be advised that all shipping charges related to returning a frame under manufacturer warranty are the sole responsibility of the customer. This includes any taxes and duties incurred with international packages.
If a frame has been damaged by the wearer and is in need of repair, we will do our best to restore it to its original condition for a nominal fee of $45.00. The wearer reserves the choice to have the repair done by our repair department, or by another third party frame repair shop. You are responsible for packaging and returning the frame prepaid at your own expense, and insured for the full price by a traceable carrier such as
UPS, FedEx or USPS to:
Kingsley Rowe 7920 Arjons Drive, Suite F San Diego, CA 92126
KingsleyRowe is not responsible for damaged, lost or missing packages being returned to us for repair.
If there is extensive damage to the package when it arrives, refuse the order. If you receive a damaged or incorrect product, contact Customer Service IMMEDIATELY at sales@kingsleyrowe.com to notify us of the damage to the frame, packaging or incorrect product received. IMPORTANT: Frames received defective MUST be reported to us by contacting our customer department within 3 business days of receiving your order to report the defective frames received.
For international orders, no RMA return label will be included with your shipment. The customer is responsible for the cost of returning the shipment plus insurance. If you need to return an item please be sure to declare the item as "Returned Item Without Value" or we have to charge you for any duties incurred by US Customs. To set up your exchange, give us a call at 858.790.6801 during business hours Monday–Friday, 9 am–5 pm PST, or email us at sales@kingsleyrowe.com so that we can get started on the exchange process. Please feel free to send us your feedback too.