At TrueVisionZ, we combine the precision of luxury eyewear curation with impeccable service standards. Our shipping and returns processes reflect the same attention to detail that defines our collections of authentic Gucci and Celine pieces.

Shipping Information

We deliver worldwide (excluding certain Asian destinations and remote areas) with the following options:

Standard Shipping
– Carrier: DHL or FedEx
– Cost: £12.95
– Delivery Time: 10-15 business days after dispatch
– Includes tracking and insurance

Free Shipping
– Carrier: EMS
– Available for orders over £50
– Delivery Time: 15-25 business days after dispatch

All orders are processed within 1-2 business days. You will receive shipment confirmation with tracking details once your order is dispatched.

Returns & Exchanges

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

Non-Returnable Items

  • 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 Swansea-based 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 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:

  • Follow the standard return process above
  • Clearly state your desired exchange item in your initial email
  • 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.

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:

  • Contact us immediately with photos of the issue
  • We will provide a prepaid return label
  • 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.