EU Right of Withdrawal

Under the EU Consumer Rights Directive 2011/83/EU (as amended by Directive 2023/2673), if you buy from us online as a consumer within the EU, you have the right to withdraw from your purchase within 14 days, without giving any reason. This is often referred to as the “cooling-off period.” This right is separate from, and in addition to, any warranty or returns rights you may otherwise have.

How the withdrawal period works

The 14 day cooling-off period begins on the day you (or someone you've nominated, other than the courier) receive your goods.

• If your order contains multiple items delivered separately, the period starts from the day you receive the last item.
  
• If day 14 falls on a weekend or public holiday, your deadline extends to the next working day.

How to exercise your right of withdrawal

To withdraw from your purchase, tell us before the 14 day period ends. Contact our customer service team at orders@shevoke.com with a clear statement that you wish to withdraw.

Once you've notified us, please return the goods without undue delay, and in original packaging within 14 days of telling us you wish to withdraw.

Who pays for return shipping

During the 14 day cooling-off period, you are responsible for the direct cost of returning the goods, unless we have agreed to cover it or the goods are faulty or misdescribed. Full details on how to send items back, including cost, are on our Returns page.

Refunds

If you withdraw within the cooling-off period, we'll refund all payments received from you, including standard delivery costs, without undue delay and no later than 14 days after:

• the date we receive the goods back, or
• the date you supply evidence you've sent the goods back - whichever is earlier.

We may withhold the refund until one of these has happened. Refunds are made to your original payment method, and you won't incur any fees as a result. If you chose a more expensive delivery option than our standard option, we'll only refund the cost of standard delivery.

Defective or faulty goods

The information above applies to change of mind withdrawals. If an item arrives faulty, damaged, or not as described, different rules apply: return shipping costs are covered by us rather than you, and this sits alongside your standard legal guarantee rights. See our Returns page for how to report a fault.

Condition of returned goods

You're liable for any diminished value resulting from handling the goods beyond what's necessary to establish their nature, characteristics, and function - in other words, you may handle items as you would in a shop, but not use them. Please return items unworn/unused, in their original packaging, with all tags and accessories included.

Exceptions to the right of withdrawal

The right of withdrawal does not apply to:

• Goods made to your specifications or clearly personalised - this includes prescription frames
• Sealed goods which are not suitable for return for health or hygiene reasons, once unsealed after delivery

If we did not provide you with the required information about your right of withdrawal at the time of purchase, the withdrawal period may extend to 12 months from the end of the original 14 day period.