Ordering
What size should I buy?
If you’re not quite sure which size is right for you, refer to our size guides. They’re located underneath the available sizes for each of our products.
Can I cancel my order?
We completely get it, we change our minds too! While we wish could, once an order is placed, we are unable to alter or cancel it at this time. We hope to have a cancellation window one day in the future.
Should the item(s) not work out, make sure to exchange for a preferred style or return for a refund. As a reminder, domestic return shipping is free.
What if I want to speak to someone?
If you have any questions or requests, feel free to contact us. We’re here to help! Send your request toinfo@frankandlucieshop.com, and we aim to process it within 5 working days.
Shipping
What is the shipping policy?
Once your order is placed, you will receive a confirmation email letting you know that our fulfillment team has received your order. Once your order is fulfilled, you will receive an email notification with your tracking information. Shipping fees are non-refundable in the case of returns.
What shipping providers do you use?
We use the fastest providers. Within the Netherlands, this is often PostNL or DHL.
My package did not arrive, now what?
Please contact us viainfo@frankandlucie.com.
Return & Exchanges
How do I return an item?
Once your order is placed, you will receive a confirmation email letting you know that our fulfillment team has received your order. Once your order is fulfilled, you will receive an email notification with your tracking information. Shipping fees are non-refundable in the case of returns.
What’s the return policy?
We will process your request, check the glasses, and if you are entitled to reimbursement, you will get your money back.
I am expecting a refund, how long does this take?
You will receive your refund within 48 hours on business days.
Sustainability
What materials do you use?
We always use bio acetate. Acetate is lightweight, durable and can easily be formed and coloured. It is a thermoplastic polymer obtained from cellulose, usually derived from cotton fibres or wood pulp. Ideal for making spectacle frames, especially as it is hypoallergenic. For Frank and Lucie's high-quality frames, acetate has been a conscious choice from day one.
What packaging do you use?
We strive to use as much recycled cardboard as possible, including boxes, tape, and packaging materials.
What are you doing to be more sustainable?
At Frank and Lucie, we prioritize sustainability and quality in every aspect of our brand. Our frames are crafted from acetate, a hypoallergenic, natural, and renewable material that combines style, durability, and eco-friendliness. Through our innovative preloved program, we promote a circular eyewear lifecycle by making it easy to recycle old glasses or choose second-hand options when upgrading to higher prescriptions. Beyond our products, we remain committed to reducing our environmental footprint with sustainable packaging, from cardboard boxes and tape to filling materials, while even reusing factory-supplied white boxes for storage or larger orders.
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