Know exactly where you stand.
Every Lookers frame is individually photographed, measured and condition graded so you can make an informed decision before buying. Because most of our frames are unique preloved pieces, we generally don't accept returns simply because you've changed your mind.
If there's a genuine problem with your purchase, we'll work with you in accordance with your rights under Australian Consumer Law.
Changed your mind?
Because Lookers specialises in individual preloved frames, we generally don't offer refunds or exchanges for change of mind.
This includes situations where:
- you decide you no longer want the frame
- you find another frame you prefer
- you find the item cheaper elsewhere
- the frame does not suit your personal style
- you selected an unsuitable size despite accurate measurements being provided before purchase
Please check your measurements.
Eyewear sizing matters. Before purchasing, compare the measurements shown on the product page with a pair of glasses that already fits you comfortably.
Lookers provides frame measurements wherever available to help you make an informed choice.
Read Our Frame Size GuideIf the supplied measurements are materially incorrect, that isn't treated as change of mind — please contact us so we can assess it.
Preloved means preloved.
Our frames have had a life before Lookers, and signs of previous wear can be part of that story.
We aim to show and describe relevant wear before purchase through our Condition Rating, written condition notes and photographs.
Wear or characteristics clearly disclosed before purchase aren't treated as undisclosed defects simply because the item is preloved. This does not affect your rights if a separate, undisclosed problem arises.
A note about colour.
We aim to represent every frame as accurately as possible. Colours can appear slightly different depending on photography, lighting and your screen or device settings.
Something isn't right?
If your frame arrives damaged, materially differs from its description, or you believe there's another problem with your purchase, contact Lookers as soon as reasonably possible.
When you get in touch, it helps to have:
- your order number
- a description of the issue
- relevant photographs where useful
Concerned about authenticity?
Authenticity matters to us. If you have a genuine concern about a frame purchased from Lookers, contact us with your order number and the reason for your concern.
We'll review the frame's Lookers record and the information available and may request photographs or arrange further assessment where appropriate.
Read the Lookers Authenticity GuaranteeAustralian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and to compensation for any other reasonably foreseeable loss or damage.
You are also entitled to have goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
Nothing in Lookers' voluntary returns policy excludes, restricts or modifies any rights or remedies you have under the Australian Consumer Law. Our change-of-mind policy never applies where you are seeking a remedy for a product that fails an applicable consumer guarantee.
This page is a plain-English summary of our returns approach and is not legal advice.