FAQ

Authenticity & Products

Are your frames authentic?

Yes. All eyewear sold on Isla Frames is 100% authentic and sourced from verified, authorized suppliers. We do not sell replicas or counterfeit items.

 

Do the frames come with original packaging?

Most frames include original brand packaging, cases, and/or cleaning cloths. Packaging may vary slightly by brand and availability.


Do you provide prescription lenses or eye exams?

No. Isla Frames is not an optician or medical provider. We do not perform eye exams, issue prescriptions, or provide medical advice. All prescription needs must be handled by a licensed eye care professional.

 


Orders & Shipping

Where do you ship from?

Orders ship from trusted U.S.-based fulfillment partners.


How long does shipping take?

  • Standard shipping: Typically 5–8 business days
  • Express shipping: Faster delivery options are available at checkout
    Delivery times may vary depending on location and demand.

Do you offer free shipping?

Yes — free economy shipping on U.S. orders over $250.

Other shipping options are available at checkout.


Will I receive tracking information?

Yes. Once your order ships, you’ll receive a tracking number via email.


Returns & Exchanges

What is your return policy?

We offer a 7-day return window from the date of delivery.

What items are eligible for return?

  • Items must be new, unused, and in original condition

  • Original packaging must be included

 

Do you accept exchanges?

Yes, exchanges are accepted for eligible items within the return window.


Who pays for return shipping?

Return shipping costs are the customer’s responsibility unless the item is defective or incorrect.


How long do refunds take?

Once your return is received and inspected, refunds are processed within 3–5 business days. Your bank may take additional time to post the refund.

Full policy here:

https://islaframes.com/policies/refund-policy


Pricing & Availability

Why are your prices lower than retail?

We work directly with trusted suppliers and operate primarily online, allowing us to offer authentic designer eyewear at below-retail pricing.

Can prices or availability change?

Yes. Inventory and pricing are subject to change without notice due to supplier availability.

 

 

Payments & Security

What payment methods do you accept?

We accept major credit cards and secure online payment methods supported by Shopify.

Is my payment information secure?

Absolutely. All transactions are encrypted and processed through Shopify’s secure checkout system.

 

Contact & Support

How can I contact you?

For questions about orders, returns, or products, please contact us through our website or email support Admin@islaframes.com . We typically respond within 24–48 business hours.

 

Need help choosing the right frames?

We’re happy to help — reach out anytime.