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Return Policy

ONLINE PURCHASE RETURN POLICY

If you are not satisfied with your purchase, you can return it for free and get a refund within fourteen (14) business days from the receipt date for all non-prescription glasses. For all prescription glasses, returns are accepted thirty (30) business days from the receipt date for our Ontario & Quebec locations and ninety (90) business days for our British Columbia, Alberta, Saskatchewan and Manitoba locations. Beyond those dates, you can contact our customer service at 1 800 463-5665.

 

SATISFACTION GUARANTEE

Your glasses are an important part of your life. You have to be comfortable and 100% satisfied. Knowing that adapting to a new pair can take time, we accept returns for all prescription glasses under certain conditions depending on location.


See details for guarantees available in our Ontario and Quebec locations.
See details for guarantees available in our British Columbia, Alberta, Saskatchewan and Manitoba locations.

 

TWO EASY WAYS TO RETURN YOUR PURCHASE FOR FREE

BY CANADA POST TO OUR WAREHOUSE

- Your purchase must be in its original packaging and tags must still be attached (if applicable).

- Use the shipping box and prepaid label provided with your order to return the item.

- Include a copy of the original invoice.

- Seal your box securely and affix the return label on the sealed box.

- Go to a Canada Post office to send your package.

-All refunds, excluding shipping fees, are made using the same transactional method used for payment. The refund will be processed after inspection by our distribution centre. Allow 72 hours.

 

IN-STORE

- Return the item to any New Look Eyewear store.

- Your purchase must be in its original packaging and tags must still be attached (if applicable).

- Provide the original invoice.

- All refunds are made using the same transactional method used for payment. 

- Please note that in-store purchases can only be exchanged or refunded in-store.

Order cancellations

Cancelling your order is only possible if your order hasn't shipped and before you have received a shipping confirmation e-mail. If you have already received the shipping confirmation e-mail, you can return your order upon receipt by following the steps above.

 

CHANGES TO INFORMATION ON OUR WEBSITE

Dates of the current offers, prices and availability of goods on the website may be changed without notice. We work hard to show only the available articles. However, we may not be able to provide the chosen item as it may be out of stock. In that case, you will receive a notice within 48 hours. You may decide to cancel your order or replace it with another item. We may have to cancel an online order placed if, for example, the item ordered unexpectedly becomes unavailable for shipment. In that case, you will receive a notice within 48 hours.

We do our best to provide you with accurate information on our website. However, we reserve the right to revise any price or inaccurate description and to cancel or refuse any order with an inaccurate price or description. These corrections can be made even after the acceptance of an order.

 

SALES TAXES

In Canada, New Look Eyewear collects sales tax for products ordered on this website. The sales tax rate applying to an order depends on the order delivery address.

 

GST (Goods and Services Tax) of 5 % is added to all orders delivered in the following provinces: Alberta, British Columbia, Manitoba, Nunavut, Québec, Saskatchewan, Northwest Territories, Yukon.

 

HST (Harmonized Sales Tax) is added to all orders delivered in the following provinces: Prince Edward Island (15%), New Brunswick (15 %), Nova Scotia (15%), Ontario (13%), Newfoundland and Labrador (15%).

 

PST (Provincial Sales Tax) is added to all orders delivered in the following provinces: Québec (9,975%) and British Columbia (7%).