At TrueVisionZ, we take as much care with your satisfaction as we do in curating our collections of authentic Gucci and Celine eyewear. Should you need to return or exchange your purchase, our Swansea-based team will ensure the process reflects the same standards of excellence you expect from a luxury boutique.

Our Return Policy

We accept returns within 15 days of delivery for most items in our collections, provided they are in original, unworn condition with all protective films intact and original packaging included.

Non-Returnable Items

To maintain hygiene standards and authenticity guarantees, the following cannot be returned:

  • Eyewear with removed protective films or signs of wear
  • Personalised or monogrammed accessories
  • Final sale items (clearly marked at purchase)

The Return Process

Step 1: Initiate Your Return

Contact our customer service at [email protected] within 15 days of receiving your order. Include:

  • Your order number
  • Item(s) you wish to return/exchange
  • Reason for return

Step 2: Receive Authorization

Our Swansea team will respond within 24-48 hours with:

  • Return authorization number
  • Prepaid return shipping label (for defective items)
  • Instructions for non-defective returns

Step 3: Prepare Your Package

Include all original items:

  • Eyewear in original protective case
  • All authenticity cards and documentation
  • Original packaging and protective materials
  • Copy of your invoice

Step 4: Ship Your Return

For non-defective returns, ship via your preferred carrier to:

TrueVisionZ Returns
79 De-La Beche St
Swansea, GB SA8H 2GA

We recommend using a trackable service and retaining your proof of postage.

Exchange Process

To exchange for a different size or style:

  1. Follow the standard return process above
  2. Clearly state your desired exchange item in your initial email
  3. Our team will process the exchange once we receive your return

Note: Exchanges are subject to availability in our Gucci and Celine collections.

Refund Information

Once we receive and inspect your return:

  • Processing Time: 3-5 business days
  • Refund Method: Original payment method (Visa, MasterCard, JCB, PayPal)
  • Timeline: 5-10 business days for card refunds to appear on your statement

Original shipping fees are non-refundable unless the return is due to our error.

Return Request Template

Use this template when contacting us about returns or exchanges:

Subject: Return Request – Order #[Your Order Number] Dear TrueVisionZ Customer Service, I would like to request a return/exchange for my recent order: Order Number: [Insert] Date Received: [Insert] Item(s) for Return: [Gucci/Celine Product Name & SKU if available] Reason for Return: [Please specify] [For exchanges only:] I would like to exchange for: [Product Name & SKU if available] Please advise on next steps at your earliest convenience. Best regards, [Your Full Name] [Your Contact Email] [Your Contact Phone Number – optional]

International Returns

For our global clientele (excluding some Asian destinations):

  • Customs documentation must be marked “Returned Goods” to avoid duties
  • Original shipping fees cannot be refunded for international orders
  • Return shipping costs are the customer’s responsibility

Damaged or Defective Items

If you receive damaged or defective eyewear:

  1. Contact us immediately with photos of the issue
  2. We will provide a prepaid return label
  3. Upon verification, we’ll expedite a replacement or full refund

For any questions about our returns policy, please contact our Swansea team at [email protected].

TrueVisionZ remains committed to ensuring your complete satisfaction with our luxury eyewear collections, just as we are committed to delivering only authentic Gucci and Celine pieces to our discerning clientele worldwide.