Note: All shipping, returns, and exchange policies apply only to individual consumers of caviarframes.com

Shipping

How much does shipping cost? Great question! For orders over $300.00, standard shipping is completely FREE. All items ship within 1-3 business days of purchase and may take up to 2 weeks to be delivered. If you would like your order expedited, you may select a flat rate shipping option upon checkout that will ensure you receive your frames within 3 business days. You will incur the charge for expedited shipping.

EU CUSTOMERS:

For returns within the EU customers should mail to: op Couture Brillen GmbH, Schaldinger Str. 1a, 94036 Passau, GERMANY

Returns

We’re confident that you’ll look great in our Caviar Frames.

However, should you run into a problem or want to change up your look, here’s what you’ll need to do.

Cancelling Your Order

Before Shipment

If you need to cancel your order for any reason, you may do at any point before the product is shipped. Please notify us by phone or email immediately.

After Shipment
After your order has shipped, it cannot be canceled and it is subject to terms and conditions for returns and exchanges outlined below.

Damaged or Defective Items

All of our frames are guaranteed to be 100% authentic, and defect-free.
If the frame you have ordered is delivered defective or damaged in any way, please send an image of the damaged product to lmontero [at] ultrapalm.com within (3) business days of receiving your order, and one of our team members will assist you in processing an exchange of your item completely free of charge, including shipping costs to both return the damaged item and send you your new one.

Refund

We understand. Sometimes you have a change of heart. All returns must be completed within ten (10) business days of the item being delivered to you. To ensure proper crediting to your account, all items must be returned in their original condition, including cases, cleaning kits, cloths, and any brand documents that may have come with your order. Should the order be received back in anything less than its original condition, a $25USD restocking fee will be subtracted from your credit. We will provide you with a return shipping label, and the cost of shipment will be subtracted from your credit.

To request a return shipping label, email us at contact [at] ultrapalm.com. Please include the words “Refund Request” in the Subject Line of your email, along with the order # (e.g. Subject: Refund Request – Order #123456789).

Exchanges

Not what you were expecting?

If you’re not completely thrilled with your Caviar frame and want to exchange it for a different model or color, we allow for a one-time exchange for any other frame in our online store within five (5) business days of you receiving your item. All you’ll have to pay is the shipping and handling.

If your new frame costs less money, store credit will be provided in lieu of a cash refund. If the item is more expensive, we will charge your card for the difference. Shipping fees are solely your responsibility as the buyer. All exchanged items must be received by us within ten (10) business days.

To request a exchange shipping label, email us at lmontero [at] ultrapalm.com. Please include the words “Exchange Request” in the Subject Line of your email, along with the order # (e.g. Subject: Exchange Request – Order #123456789).