Reply from The Sunglass Fix
Hi Nathalie, I'm sorry to hear you are having problems getting your original lenses out. It is one of the things we do recommend on our site to try to get them out before buying. However, we also provide some pretty good "hard plastic" lens installation videos which do focus on how to remove stubborn lenses. We are also here to help. You can call us and we'd be happy to have one of our technicans talk you through the process. However, probably the easiest way to resolve it is to contact our care team. They certainly can provide instructions for mailing the frames and lenses to us. We'd be more than happy to install them for you and and get your sunglasses back up and running like new. Lastly, some customers do take their frames to a local optometrist. If you have one in your area that has time they usually have frame warming equipment and can do this for you and if you are a regular customer many times they'll do if for free. Lastly, we do have a 6 month no question return policy. You can mail the lenses back for a full refund if you've just given up on repairing your frames. Again, our care team at https://www.thesunglassfix.com/contact provide you the details on how to start that process. I'm sorry about the problems you've experienced but we are here to help. Craig Anderson - CEO and Founder - Sunglass Fix