We find a solution.
Every time.
Every pair of Blacksheep glasses is custom-made to your exact prescription. If something isn't right — for any reason — our team is here to fix it.
"If you can't see properly with your new glasses — contact us. We will find a solution. That's a promise."
Every pair of Blacksheep glasses is backed by our dedicated optical team. You're never alone with a vision problem.
What we do in every situation
Custom-made glasses don't follow standard retail returns — but we go further than most.
Wrong prescription, defective lens, or damaged frame on arrival
Blacksheep replaces your glasses completely, free of charge. No return needed. No questions asked. We act immediately.
You selected the wrong prescription, frame, lens type or option
We relaunch your order with the correct specifications. We only ask for a small handling fee — the rest is fully covered by us.
You can't see correctly — for any reason
Our optical team reviews your prescription, identifies the root cause, and fixes it. Replacement guaranteed.
You're struggling to adapt to your progressive lenses
Normal adaptation takes 3–7 days. If after 30 days it's still not right, we offer a free remake.
You don't like the frame — it was custom-made
A standard return isn't possible. But we offer 50% off your next pair so you can find a frame you'll love.
The frame was damaged after delivery
Accidental damage isn't covered. But we'll always offer you a discounted replacement.
Questions people ask
Honest answers. No small print.
Do I need to send my glasses back?
For defects or our mistakes: no. We replace your glasses without requiring a return. Just send us a photo of the issue and your order number — we handle the rest.
For style exchanges or other situations, our team will guide you on what's needed when you contact us.
How long do I have to report an issue?
For defects and manufacturing issues: contact us promptly after receiving your glasses. The sooner the better — it helps us act fast.
For progressive adaptation issues: you have 30 days of consistent wear to raise a concern. Vision issues from the prescription: contact us whenever — we don't put a hard deadline on your ability to see clearly.
What if I can't see properly but I'm not sure why?
That's exactly when you contact us. Our optical team will guide you through a simple process to identify what's happening — frame fit, prescription accuracy, PD, or adaptation.
If the issue is on our side: we fix it, free. If it's something else, we'll guide you to the right solution.
What does the "small handling fee" cover exactly?
Every pair of glasses is custom-built to your specifications. When you need to relaunch with different options, there's a small cost for materials.
The handling fee covers a portion of that material cost. Blacksheep absorbs the majority of the production cost — we see it as our part of the solution. We'll always tell you the exact amount before we proceed.
My prescription was correct but the lenses still feel wrong. What now?
A few things can cause this beyond the prescription itself — PD accuracy, the centring height of the lenses, the frame fit on your face, or progressive adaptation if it's your first time.
Contact us with your order number and describe exactly what feels off. Our optical team will go through the checklist with you and identify the cause before any decision is made. We never remake lenses without understanding why first — that's how we make sure the second pair is right.
Can I get a refund instead of a replacement?
In cases where the error is clearly ours — wrong prescription, defective product — yes, a full refund is an option if you'd prefer it over a replacement.
We'll always present both options and let you choose. Our priority is that you leave the situation satisfied — not just that we've closed a ticket.
I ordered the wrong size — what can I do?
If you haven't received your glasses yet, contact us immediately — the sooner you let us know, the more likely we can adjust before production is complete.
If the glasses have already arrived, this falls under the "your choice" situation. We'll relaunch with the correct size for a small handling fee.
How do I contact you about an issue?
The fastest way is through our chat — our advisor Alice is available 24/7 and will collect the details and create a priority ticket immediately.
You can also email us at hello@blacksheep.io — we reply within 2 hours. Have your order number ready and a brief description of what's happening.
For anything urgent — a defect, a vision issue, a cancellation request — our team picks it up within 2 hours, any day of the week.
Still not sure? Just reach out.
We'd rather have an honest conversation than leave you with glasses that don't work. Our team is here every day of the week.
