Frequently Asked Questions

We are unable to change orders once they have processed through our system. Regrettably this means we are unable to add or remove items from your order. If you wish to purchase an additional item, please place a new order.

Please check your junk or spam folder first. If it’s not there, contact our team and we’ll resend your confirmation email to you.

If you would like to cancel your order please contact us as soon as possible. Unfortunately, we are unable to cancel your order once it has been dispatched.

At this time we do not accept exchanges. If you would like to exchange your order, we recommend arranging a return for your original order and placing a new order.

We accept all major debit and credit cards such as Visa, MasterCard, American Express and other payments methods such as PayPal. During the checkout process, the supported payment methods are displayed on screen.

If your payment was declined, please double-check your billing details or try an alternative payment method. If issues persist, contact your bank or card provider to ensure the transaction is authorised.

Yes. All transactions are processed through secure, encrypted payment gateways. DMY Studios does not store or have access to your full payment details.

Orders are processed within 1–2 business days. During peak periods, processing times may be slightly longer.

• UK: 2–3 working days
• US: 3–5 working days
• EU: 4–6 working days
• Australia & Rest of World: 5–7 working days

Transit times are estimates and may vary due to customs inspections or courier delays.

No. All orders are shipped Delivered Duty Paid (DDP), meaning all duties and taxes are covered by us. You will not incur any additional fees upon delivery.

Backorder items ship once all items in your order are available. We do not currently offer split shipments. If you need in-stock items sooner, please place two separate orders.

If you need to amend your address, please email us as soon as possible. Once your order has been processed for dispatch, we are unable to make any changes.

Yes. Once your order has shipped, you’ll receive a dispatch email with a tracking link.

If there has been no movement for 5+ business days, please contact us so we can open an investigation with the courier.

We will open an investigation with the courier on your behalf. Investigations can take up to 10 working days. Replacements can only be issued once the courier has completed their investigation and confirmed the parcel is officially lost.

No, we are unable to deliver to PO boxes.

We hope that you’re delighted with your order. However, if you’re not perfectly satisfied, you may request a return within 14 days of delivery. Once your return request has been approved, you’ll have a further 14 days to send the item(s) back to us All items must be unworn, unused and undamaged, with all tags attached and original packaging included.

No — all returns are at the expense of the buyer. Return shipping charges will be shown in the returns portal when you generate your label.

Returns can be initiated easily through our Returns Portal:

1. Open the portal via our website.
2. Enter your Order Number (including the “#”, e.g. #1234) and the email address used for your order.
3. Select the item(s) you’d like to return.
4. Print the postage label and attach it securely to your parcel.
5. Drop your parcel at the nearest drop-off point displayed in the portal.
   

Please allow up to 5 business days for your return to arrive at our warehouse, and a further 3 business days for our team to process it.

We don’t currently offer direct exchanges. If you’d like a different style or colour, please return your item for a refund and place a new order.

Refunds are issued to your original payment method within five working days of us receiving your return. Please note that some payment providers may take up to 10 working days to credit your account.

Original shipping charges, as well as any duties or taxes paid separately at checkout, are non-refundable.

We’re sorry to hear this. Please email us within 48 hours of delivery with your order number, photos, and a brief description of the issue. Our team will review your case and arrange a replacement or refund where appropriate.

We are happy to offer a Sale Price Adjustment on items purchased up to 7 days prior to the commencement date of a sale. Please be aware that the exact style must be available for purchase at the time your request is made before any adjustment in the sale price can be approved. All approved Sale Price Adjustments will be offered in the form of a store credit which will be valid for 12 months. We are unable to offer price adjustment on items originally purchased in a sale or on any special promotion items that are temporarily reduced in price. Once an item has been purchased at a discounted sale price, no price adjustment will be offered should the item be further marked-down.

Our normal return policy applies to all sale items. If you’re not perfectly satisfied, you may request a return for your item(s) within 14 days from the delivery date. After your return request has been accepted, you then have a further 14 days to return your order. Items must be returned unworn, undamaged and unused, with all tags attached and the original packaging included.

Yes — during high-volume periods such as Black Friday or seasonal promotions, processing and transit times may be slightly longer due to increased order volumes. Our team works diligently to dispatch all orders as quickly as possible and will notify you by email once your order ships.

Our sunglasses are handcrafted from the highest quality cellulose acetate, sourced from the world’s leading supplier in Italy. Cellulose acetate is a plant-based plastic meaning its hypoallergenic, lightweight and very strong. Our metal frames are manufactured from high-quality stainless steel. Stainless steel is lightweight, flexible, strong and corrosion-resistant offering maximum durability and increased comfortability.

Our lenses are either crafted from CR-39 or Nylon, lightweight materials that offer an extremely high optical quality, almost as good as glass. In terms of durability, both CR-39 and Nylon are incredibly scratch and shatter resistant.

Yes, all of our lenses offer 100% protection against UVA and UVB rays.

Each product page includes detailed sizing information, including lens width, bridge and temple length.

Yes, all of our sunglasses have been designed so that they can be easily adjusted to your individual needs. If your find that your acetate frames are too tight or loose, crooked on your face or hurt your ears, your local optometrist will be able to make the necessary adjustments. For metal frames, simply tighten or widen the nose pads. If, over time, the glasses become loose you can tighten the hinge screws with a small screwdriver. Again, these adjustments can be made by your optometrist.

We do not currently offer prescription lenses. However, all of our lenses can be replaced with prescription lenses by your local optician.

To maintain the function of your sunglasses we recommend regularly cleaning the lenses with soap and water. Avoid the use of any solvents of alcohol. When drying, use the microfibre cloth provided and avoid the use of abrasive cloths as these may damage the lenses.

Store them in their case when not in use and clean lenses only with the provided microfibre cloth. Avoid leaving them in direct heat or prolonged sunlight.

We take great pride in the craftsmanship of all of our sunglasses. In the unlikely event that a defect in materials or workmanship is found in your sunglasses within twelve months of purchase, we will exchange it with proof of purchase. Please note, our warranty does not cover sunglasses that have been altered, personalised or damaged due to normal wear and tear.

Our jewellery is crafted from 18k gold-plated or silver-plated recycled brass, finished with natural stones including freshwater pearls, onyx, or agate.

Our pieces are designed for durability, but we recommend removing them before showering, swimming or exercising to preserve the plating and lustre over time.

To maintain the finish of your jewellery, avoid contact with water, perfume, lotions and other chemicals. When not in use, store your pieces in their DMY Studios cotton pouch to minimise exposure to air and moisture. Use a soft, dry cloth to gently polish the surface. Avoid abrasive materials or chemical cleaners.

Yes — our jewellery is produced by a Responsible Jewellery Council–registered manufacturer, ensuring that all materials and processes meet international standards for ethical sourcing and sustainability.