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William Painter

FREQUENTLY ASKED QUESTIONS

Account Section

How do I create an account? Icon / Plus Created with Sketch. Icon / Minus Created with Sketch.

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U.S. Return & Lifetime Warranty Policy

What is covered In the return policy and satisfaction guarantee? Icon / Plus Created with Sketch. Icon / Minus Created with Sketch.

We want you to be 100% satisfied with everything from William Painter. We realize that sometimes people change their minds, and that is OK! If for some reason, you’re not totally satisfied with your purchase you can return it within 14 days from the delivery date for a full refund, or complimentary exchange for another style.


*Please note we do not refund the cost for additional or expedited shipping options purchased at checkout.

What is the Lifetime Warranty? Icon / Plus Created with Sketch. Icon / Minus Created with Sketch.

We use the best materials in the world and therefore we stand by our products, and back them up with our William Painter Lifetime Warranty. This means if you break them, shatter them, blow them up, or run them over with a semi-truck... we still guarantee them for life with our lifetime warranty.

However, since we are a small business, we do charge a $49 processing and handling fee for all orders. With this fee you receive a brand new pair of the same style every time!

To get your warranty exchange started you simply have to sign into your William Painter account or sign up for a new account here (with your purchasing email) to easily locate your order. If you need extra assistance locating your order please reach out to help@williampainter.com.
*Please note we ship out replacements & exchanges using a 2-10 business day shipping service.

If you lose them or they are stolen please reach out and we will give you a discount code on your next pair.

What is your refund policy? Icon / Plus Created with Sketch. Icon / Minus Created with Sketch.

Within 14 days of when your order is delivered should you decide you are not totally satisfied you can return it for a full refund or exchange of any style. If it is past the 14 days you can still exchange it for a new pair under our Lifetime Warranty for a small restocking fee.
To get your refund or exchange you simply have to sign into your William Painter account or sign up for a new account here (with your purchasing email) to easily locate your order. If you need extra assistance locating your order please reach out to help@williampainter.com.

*Please note we do not refund the cost for additional or expedited shipping options purchased at checkout.

What is your exchange policy? Icon / Plus Created with Sketch. Icon / Minus Created with Sketch.

You are eligible for a complimentary exchange and provided a prepaid shipping label if your order was delivered to you within the last 14 days. The 14 days start from the delivery scan. You may process a complimentary exchange by logging in or creating your account here.
If you are over the 14 days at this point you are no longer eligible for a complimentary exchange. Please reference our Lifetime Warranty section for more information.

What happens if my sunglasses go “BYE BYE!”? Icon / Plus Created with Sketch. Icon / Minus Created with Sketch.

If you drop them to the bottom of the ocean, Grand Canyon, or if they fall deep into the sands of the Sahara Desert or even if they are stolen please reach out and we will give you a discount code on your next pair. Rest assured, these are the most highly coveted sunglasses and the odds that your partner or friend (or even parent) will “accidentally” steal them are very high!

How do I start my refund or exchange? Icon / Plus Created with Sketch. Icon / Minus Created with Sketch.

It's easy! To begin your refund or exchange sign into your William Painter account, or create a new account here.
Once you are in your account simply click the tab above that says Returns/Warranty to begin!

Why haven't i received my refund or replacement yet? Icon / Plus Created with Sketch. Icon / Minus Created with Sketch.

We know you are obviously excited for your new pair! ;) However, it is important to note that your refund or exchange will only be started once the label we provide is scanned at the post office.
***Please do not use your own shipping label/method. If you used a label of your own our system will not know the pair has been shipped back to us. If you’re having any issues with your refund or exchange, please email us at help@williampainter.com and a member of our team will be following up in 24-48 hours to help!

Why can't I process a refund? Icon / Plus Created with Sketch. Icon / Minus Created with Sketch.

If you are having trouble processing a refund, the order was most likely delivered past the 14 days and is no longer eligible for a refund.

International Return & Lifetime Warranty Policy

What is covered in the satisfaction guarantee? Icon / Plus Created with Sketch. Icon / Minus Created with Sketch.

We want you to be 100% satisfied with everything from William Painter. It’s OK to change your mind. If you’re not totally satisfied with your purchase you can return it within 14 days from the delivery date for a full refund or complimentary exchange for another style.
We will be more than happy to refund the cost of purchase and shipping. Unfortunately we will not be able to refund any duties & taxes paid by you. Orders shipped to countries outside of the US may be subject to import taxes, customs duties, and fees levied by the destination country. These fees are the responsibility of the purchaser.
*Please note the ONLY way we can refund you for the return shipping is through PayPal. International shipping costs for refunds or exchanges will be refunded in the amount up to $25 USD.

What is the lifetime warranty? Icon / Plus Created with Sketch. Icon / Minus Created with Sketch.

We use the best materials in the world and therefore we stand by our products, and back them up with our William Painter Lifetime Guarantee. This means if you break them, shatter them, blow them up, or run them over with a semi-truck... we still guarantee them for life under our warranty.

However, since we are a small business, we do charge a $49 processing and handling fee for your order. This fee includes:
- Restocking and processing at our warehouse.
- The cost of express shipping a brand new pair of the same style out to you!

To get your warranty exchange started you simply have to sign into your William Painter account or sign up for a new account here (with your purchasing email) to easily locate your order. If you need extra assistance locating your order please reach out to help@williampainter.com.

If you lose them or they are stolen please reach out to help@williampainter.com and we will give you a discount code on your next pair.

*IMPORTANT NOTE ABOUT SHIPPING: If the order was placed in the first 14 days from delivery we refund the return shipping cost. If you are exchanging within the 14 days the average international shipping cost should be around $20 USD. We will refund up to $25 USD maximum on return shipping and can only refund your shipping via PayPal.

*IMPORTANT NOTE ABOUT DUTIES & TAXES: We inform the shipping courier and customs your order is a replacement and declare the value at a lower cost to avoid Duty & Tax fees. Based on your international country your order still might be subject to duty & tax fees.

Orders shipped to countries outside of the US may be subject to import taxes, customs duties, and fees levied by the destination country. These fees are the responsibility of the purchaser.

Do I need to pay taxes and duties on replacement orders? Icon / Plus Created with Sketch. Icon / Minus Created with Sketch.

The answer is maybe. Depending on your country there might be additional duty & taxes even though you have paid for them already. International shipping cost should range from $20-$40 USD. We will refund up to $25 USD maximum on return shipping.

We inform the shipping courier and customs your order is a replacement and declare the value at a lower cost to avoid or minimize duty & tax fees. Based on your international country your order still might be subject to duty & tax fees. Orders shipped to countries outside of the US may be subject to import taxes, customs duties, and fees levied by the destination country. These fees are the responsibility of the purchaser.

What is your refund policy? Icon / Plus Created with Sketch. Icon / Minus Created with Sketch.

We want you to be 100% satisfied with everything from William Painter. It’s OK to change your mind. If you’re not totally satisfied with your purchase you can return it within 14 days of delivery for a full refund or complimentary exchange for another style.

We will be more than happy to refund the cost of purchase and shipping. Unfortunately we will not be able to refund any duties & taxes paid by you. Orders shipped to countries outside of the US may be subject to import taxes, customs duties, and fees levied by the destination country. These fees are the responsibility of the purchaser.

*Please note the ONLY way we can refund you for the return shipping is through PayPal. International shipping cost should average around $20 USD. We will refund up to $25 USD maximum on return shipping.

To begin your refund or exchange sign into your William Painter account or sign up for a new account here.

What is your exchange policy? Icon / Plus Created with Sketch. Icon / Minus Created with Sketch.

You are eligible for a complimentary exchange if your order was delivered to you within the last 14 days. The 14 days start from the delivery scan. To get begin your exchange sign into your William Painter account or sign up for a new account here.

If your order is past 14 days, at this point you are no longer eligible for a refund or complimentary exchange. Please reference our Lifetime Warranty section for more information.



*IMPORTANT NOTE ABOUT DUTIES & TAXES ON REPLACEMENTS/EXCHANGES: We inform the shipping courier and customs your order is a replacement and declare the value at a lower cost to avoid or minimize duty & tax fees. Based on your international country your order still might be subject to duty & tax fees. Orders shipped to countries outside of the US may be subject to import taxes, customs duties, and fees levied by the destination country. These fees are the responsibility of the purchaser.

Why haven't i received my replacement yet? Icon / Plus Created with Sketch. Icon / Minus Created with Sketch.

If you are having an issue receiving your replacement pair please email help@williampainter.com and member of our team will be following up in 24-48 hours to help!

How do I start my refund or exchange? Icon / Plus Created with Sketch. Icon / Minus Created with Sketch.

Its easy! To get begin your refund or exchange sign into your William Painter account or sign up for a new account here.

Once your are in your account simply click the International Returns/Exchanges section to begin!

Questions About Our Shades

What is the difference between the Titanium Series, Standard Series & Limited Series? Icon / Plus Created with Sketch. Icon / Minus Created with Sketch.

The Titanium Series will all come with titanium arms and hinges along with our polarized lens. These are our most durable, top of the line frames.

The Standard Series have a few different options. The metal in these frames will be stainless steel and the lenses will be non polarized. However, The Sloan comes in a polarized and non polarized option.

The Limited Series are products that we make small quantities of and may not be around forever so grab one fast:)

What materials do we use in our glasses? Icon / Plus Created with Sketch. Icon / Minus Created with Sketch.

Titanium: We use titanium which is the strongest metal for its weight. Which allows you to use your sunglasses actively without worrying about them breaking.

Stainless Steel: We use stainless steel in some frames! Its extremely lightweight, durable, and has added resistance to rust, stains and corrosion!

Premium Acetate: The Acetate we use is a premium form of plastic that is more durable than standard plastic. Our Acetate is also extremely lightweight, flexible and designed to form fit to your face!

Japanese Non-Polarized Nylon Lens: Our Japanese Nylon Lenses have twice the scratch resistance of glass lenses and amazing optical quality. William Painter Lenses weigh less than half the weight of traditional glasses which means they will not be sliding down your nose when you lean forward!

Japanese Polarized Nylon Lens: The polarized lenses offer the same quality & durability as the non-polarized lenses! In addition, the polarized lenses neutralize glare, make objects clearer and reduce strain on the eyes. Typically lenses have a polarizing and tint coating added to the top of them to achieve this effect. However, overtime, the coating can bubble and flake off the lens. Have you ever seen a bad tint job on a car? This is the same, exact problem. Our lifelong lens guarantee goes one step further. We integrate both the polarization and tint layers all the way through the lens, so it will last forever.

*Our glasses do not contain any nickel.

Please visit our technology page for more information.

Which glasses are polarized and non polarized? Icon / Plus Created with Sketch. Icon / Minus Created with Sketch.

The following styles come with a Polarized Lens: The Hook, The Lume, The Empire, The Level, The Oasis, The Hughes, and The Sloan.

The following styles come with a Non-Polarized Lens: The Constellation & The Sloan.

Are the whole glasses made of titanium? Icon / Plus Created with Sketch. Icon / Minus Created with Sketch.

The Hughes is the only style that is fully made from Titanium.

The following styles come with a Titanium arms and premium Acetate frame: The Hook, The Lume, The Empire, The Level and The Oasis.

*The Sloans & The Constellations do not contain any Titanium.

Please visit our technology page for more information about the materials we use in our glasses!

What is the difference between the Hook vs. Sloan? Icon / Plus Created with Sketch. Icon / Minus Created with Sketch.

The Hook & The Sloan have the same dimensions, and a very similar in style.

The Hook comes with a polarized lens, the arms will be made from Titanium and will have the classic hook bottle opener.

The Sloan now comes in a polarized & non-polarized lens option. The arms are made from the same premium acetate as the front frame making them very light weight.

What is the difference between the Hughes vs. Constellation? Icon / Plus Created with Sketch. Icon / Minus Created with Sketch.

The Hughes & Constellations have the same dimensions, and are identical in style.

The Hughes are completely made from Titanium and come with a polarized lens.

The Constellation is completely made from Stainless Steel and comes with a non-polarized lens.

Do the glasses come in different sizes? Icon / Plus Created with Sketch. Icon / Minus Created with Sketch.

All the dimensions for each style are listed on the site under each product.

We recommend the Hughes & Constellation as our largest frame followed by the Level and Oasis. The Empire will suit a smaller face frame best.

*Please click dimension tab for detailed information about each style.

Do the glasses contain nickel? Icon / Plus Created with Sketch. Icon / Minus Created with Sketch.

Nope! Our glasses do not contain any nickel!

Please visit our technology page for more information about the materials we use in our glasses!

Can I use prescription lenses, etc? Icon / Plus Created with Sketch. Icon / Minus Created with Sketch.

Yes, all of our glasses are made so that you can easily switch the lens out for a prescription lens. We do not have the ability to do so but your local optometrist of choice will be able to assist you.

Please make sure to remove your prescription lenses before you ship them back to us!!!!

Are the glasses waterproof? Icon / Plus Created with Sketch. Icon / Minus Created with Sketch.

Yes, they are fine to wear in the water, however they do not float! Salt water does corrode so whether you're in the ocean or lake we recommend rinsing & drying them off.

Is it possible to buy hook without the opener? Icon / Plus Created with Sketch. Icon / Minus Created with Sketch.

No, we only make the Hook with a bottle opener feature attached, but the Sloan is a good option if you would like something similar!

The silver piece fell out! Can you send me a replacement piece? Icon / Plus Created with Sketch. Icon / Minus Created with Sketch.

We do not have spare parts for our glasses, but you are welcome to process a Lifetime Warranty for a brand new pair!

Questions About Our Socks

Which size do the socks come in? Icon / Plus Created with Sketch. Icon / Minus Created with Sketch.

One size fits most. The Titan socks are unisex and are currently available in a single size option which generally fit a Men’s size 6-12 and Woman’s size 8-14.

Are the socks guaranteed for life? Icon / Plus Created with Sketch. Icon / Minus Created with Sketch.

The Titan socks do not fall under our Lifetime Warranty policy. They are extremely strong though, so don't worry too much:)

Can I return or exchange them for a refund if I have opened/worn them? Icon / Plus Created with Sketch. Icon / Minus Created with Sketch.

We want you to love your socks as much as we do so we do allow returns and exchanges. We just ask you only open one pair to try on (feel free to keep those) and if they do not suit you, you are welcome to return or exchange them within our 14 day regular return window. *we will gladly find them a happy home:)

Can I buy the socks if I live outside of the US? Icon / Plus Created with Sketch. Icon / Minus Created with Sketch.

YES! We just opened up sales Internationally!:)

When are there going to be more size options? Icon / Plus Created with Sketch. Icon / Minus Created with Sketch.

Currently there is only one size option, and as demand grows we will create more size options in the future!

Will there be new color options? Icon / Plus Created with Sketch. Icon / Minus Created with Sketch.

The answer is YES! We have a couple new color options on the way. Stay tuned!

Order Questions

What is my order number? Icon / Plus Created with Sketch. Icon / Minus Created with Sketch.

You can find all your orders in your William Painter account!

When will my order ship? Icon / Plus Created with Sketch. Icon / Minus Created with Sketch.

Orders placed prior to 10 AM PST time M-F will ship within 1-2 business days. Order placed after the cut off time will be processed the following business day.

*Please note we do not deliver on Sundays & Holidays.

How long does it take to process my order? Icon / Plus Created with Sketch. Icon / Minus Created with Sketch.

Orders placed prior to 10 AM PST time M-F will process the same day. Orders placed after the cut off time will be processed the following business day.

I just placed my order. Can I edit my order or cancel it? Icon / Plus Created with Sketch. Icon / Minus Created with Sketch.

Our fulfillment system is set up to process quickly so that our customers get their products ASAP. Because of this, editing an already placed order isn’t possible at this time. If you’d like to cancel your order, please send our team a message immediately—email us at help@williampainter.com and a member of our team will be following up in 24-48 hours to help!—and we’ll do our best to either cancel the order or, if it’s too late to cancel, help you get a refund/return any product you don’t want to keep.

Shipping Questions

Why isn’t my tracking working? Icon / Plus Created with Sketch. Icon / Minus Created with Sketch.

Please allow up to 72 hours for tracking movement to populate before reaching out. Your order is most likely on its way to the carriers hub, and there could be a slight delay due to how different carriers scan packages, and where their hubs are located in relation to our warehouse.

If your order shows no tracking movement after 72 hours please reach out to help@williampainter.com

Who pays for duty taxes and fees? Icon / Plus Created with Sketch. Icon / Minus Created with Sketch.

Orders shipped to countries outside of the US may be subject to import taxes, customs duties, and fees levied by the destination country. These fees are the responsibility of the purchaser. Due to the nature of these fees it is something we are unfortunately unable to refund.

Can I pick my glasses up at your office? Icon / Plus Created with Sketch. Icon / Minus Created with Sketch.

Please reach out to our team at help@williampainter.com and a member of our team will be able to help!

My tracking shows delivered, but my order has yet to arrive. What can I do? Icon / Plus Created with Sketch. Icon / Minus Created with Sketch.

Please reach out to our team at help@williampainter.com and we’ll ensure you get your products ASAP.

What should I do if my package was stolen or lost in transit? Icon / Plus Created with Sketch. Icon / Minus Created with Sketch.

Please reach out to your courier with tracking for exact drop off location. If the package is still missing please file a missing package claim. Once you receive your claim number, reach out to our team at help@williampainter.com and we’ll ensure you get your products ASAP.

Pomotions, Friend Buy & Discounts

How do I redeem a code? Icon / Plus Created with Sketch. Icon / Minus Created with Sketch.

Once you have personalized your order and proceed to checkout, you will reach the "Payment" page. On the right hand side you will see a "Gift card or discount code" box. In the space provided, enter in your gift card code or coupon code. Next, click "Apply". For any remaining balance, your credit card will NOT be charged until you “Confirm Order” on the next screen.

Can I combine codes? Icon / Plus Created with Sketch. Icon / Minus Created with Sketch.

No, you cannot combine codes, and some codes have limitations. Certain codes work only for specific products and some have a one-time only use. Please note that all promos exclude Gift Cards, shipping, taxes & customs fees.

Do you have any promos/deals going on? Icon / Plus Created with Sketch. Icon / Minus Created with Sketch.

To stay up to date with the latest deal, sign up for our Newsletter. We usually email our latest deal/coupon code to our newsletter homies so make sure to sign up!

My code doesn't work? Icon / Plus Created with Sketch. Icon / Minus Created with Sketch.

You can only redeem up to one code per order. Codes cannot be combined.

I referred my friend and they made a purchase, where’s my code? Icon / Plus Created with Sketch. Icon / Minus Created with Sketch.

Please allow up to 7 days for your $50 reward to reach your inbox from the time your friend has completed their qualifying purchase.

If it has been 7 days, and a code has not turned up, please reach out to help@williampainter.com with the email address you used to make the referral and the method of referring (email, sms, FB messenger, or FB) and we’ll be more than happy to help take a look.

Can I refer myself? Icon / Plus Created with Sketch. Icon / Minus Created with Sketch.

The Referrer and the Friend cannot be the same person (for example, by using a different email address). We automatically disqualify suspicious referrals. The use of multiple accounts, email addresses, online identities or aliases to circumvent the eligibility requirements and/or other limitations of these Terms is prohibited and may result in exclusion from the Program and the cancellation of all related rewards.

I referred my friend to William Painter, but they did not get their $50 off code. What happened? Icon / Plus Created with Sketch. Icon / Minus Created with Sketch.

We’re so sorry to hear that! Please be sure the person you referred has not made a purchase prior to your referral and is a unique user (no self-referrals).

If all requirements are met, and the code has not appeared, please reach out to help@williampainter.com with your friend’s email address and we’ll be more than happy to help take a look.

Contact Information

How can I contact you? Icon / Plus Created with Sketch. Icon / Minus Created with Sketch.

You can contact us at help@williampainter.com or on our contact page!

Do you have a phone number? Icon / Plus Created with Sketch. Icon / Minus Created with Sketch.

Even though we love hearing from you we are small independent company and do not have a direct number to reach us.

You can email us at email us at help@williampainter.com and a member of our team will be following up in 24-48 hours to help!

Can I come in and see someone at the office? Icon / Plus Created with Sketch. Icon / Minus Created with Sketch.

Unfortunately we do not allow drops at the office :(

What happens if I have reached out to your team and not heard back? Icon / Plus Created with Sketch. Icon / Minus Created with Sketch.

If you have contacted us online through our form, or through our help emails and have not heard back in 24-48 business hours then please make sure to check your spam folder.

Please keep in mind our customer service team only operates Mon-Fri PST

Do you ship orders to the EU? If so, how will orders to the EU be shipped? Icon / Plus Created with Sketch. Icon / Minus Created with Sketch.

Yes, we ship to the EU. To get your order to you, we've partnered with Passport Shipping and they will be the Seller for all orders to the EU €150 and Under.

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