Last updated: November 12, 2026
At NY Fifth Avenue, we want you to be happy with your purchase. Our 30-Day Fit & Style Guarantee gives you an opportunity to return eligible items for a refund or a one-time replacement.
This policy applies to purchases made through NYFifthAvenue.com, operated by Valor Trade Inc., doing business as NY Fifth Avenue. Please read it together with our Terms of Use and Shipping Policy.
1. Our 30-Day Fit & Style Guarantee
To request an ordinary return, contact us or submit a return request within 30 days of receiving your order.
Eligible items may be returned for a refund or a one-time replacement, subject to the conditions and applicable return-label charges below.
Please request return instructions before sending items back. We will explain the next steps and any applicable charges.
Custom-order restrictions are explained in Section 5. Rights relating to damaged, defective, incorrect, or undelivered goods are explained separately in this policy.
2. Condition of Returned Items
For an ordinary fit, style, or change-of-mind return:
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Return the item in the same condition you received it.
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Include the original case, accessories, and packaging.
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Pack the item securely to help prevent damage during return shipping.
You may try on your glasses to check their fit, but please avoid scratching, altering, or damaging them.
If a case, accessory, or packaging is missing, contact us before sending the item back. Any restocking deduction must be permitted by law, and its amount or calculation basis must have been disclosed as part of the purchase terms. We will explain any applicable deduction before you proceed.
Original packaging is not an absolute condition for exercising a remedy required by consumer law.
3. Prepaid Return-Label Charges
Standard U.S. returns
We provide prepaid USPS return labels for eligible U.S. returns. For ordinary returns using our label, the charge is:
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1–2 returned items: $5 total.
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Each additional returned item beyond the first two: an additional $3.
The applicable label charge is deducted from your refund. For a replacement, we will explain any applicable return-label charge before you proceed.
If you prefer to arrange your own return shipping, contact us for instructions. Our prepaid-label charge does not apply if you do not use our label.
Sequential-strength purchases
Ordering a sequence of strengths in the same frame style to compare them is sometimes called “laddering.”
Returns involving these purchases do not qualify for the standard reduced label rate. The prepaid return-label charge is $8 for the first returned item, plus $3 for each additional returned item.
This rate replaces the standard label rate; the two rates are not added together.
Exceptions for legally required remedies
Ordinary return-label charges do not apply where we are legally required to provide a remedy without charge. We will cover return or replacement shipping costs when we are legally responsible for those costs.
4. How to Request a Return
You can request a return through your customer account:
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Select the account or profile icon on our website.
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Sign in using the email address associated with your order and enter the verification code if requested.
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Open the order and select the item or items you want to return.
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Choose a return reason, add any helpful details, and submit your request.
We will review the request and send return instructions. If applicable, we will also provide a prepaid return label.
You can also request help by:
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Email: hello@nyfifthavenue.com
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Phone/Text: +1 (214) 995-8812
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Live chat: Available through our website.
Please provide your order number, identify the items involved, and tell us whether you are requesting a refund, replacement, or help with a product problem.
Follow the return instructions provided and keep your shipping receipt or tracking information.
5. Custom Lenses and Custom Orders
Products specifically ordered with custom lenses or other custom modifications are generally not eligible for change-of-mind returns or refunds, except where applicable law requires otherwise.
The applicable customization restriction should be identified when the custom order is arranged. Standard catalog products do not become nonreturnable merely because the frames are hand embellished.
Please review your selected options and customization instructions carefully. Contact us promptly if a correction is needed. Changes may not be possible once custom work has begun.
Custom-order restrictions do not remove remedies for defective, damaged, misdescribed, or incorrectly supplied products. They also do not remove cancellation or refund rights required by law when an order cannot be fulfilled or shipped as required.
6. Damaged, Defective, Incorrect, or Missing Orders
If your order arrives damaged, contains an incorrect item, is missing an item, or appears defective, contact us promptly at hello@nyfifthavenue.com.
Include your order number and a description of the problem. Photographs of the item, packaging, and shipping label can help us investigate, where reasonably available.
We will review the circumstances and provide the repair, replacement, refund, or other remedy required by applicable law. Where the law gives you a choice of remedies, we will respect that choice.
Please retain the item and packaging while we review the issue, where reasonably possible. Missing original packaging does not automatically eliminate a legally required remedy.
For lost packages, delivery disputes, or packages marked delivered but not received, please see our Shipping Policy and contact us for assistance.
A carrier investigation does not remove