All cases in which you can make returns and refunds are listed below.
You will have 30 days to return your glasses. In the case of prescription glasses, you will have up to 60 days to exchange them in the event of a mismatch.
Where applicable, we will refund the amount once we receive the product back at our offices.
All returns must be made following the instructions of our customer service department.
RETURNS
You will have 30 days to return your glasses.
Shipping costs and customs duties, if any, shall be borne by the purchaser. To do so, please contact our customer service department, and we will inform you about the following steps.
We will refund the amount once we receive the product back at our offices.
You will have 30 days to return your glasses.
In this case, we will pay for the return and shipping management costs. To do this, please contact our customer service and we’ll be happy to help.
In this case, we will pay the return and shipping management costs. To do this, please contact our customer service and we’ll be happy to help.
Glasses that have been customised cannot be returned.
Examples:
- Glasses ordered from the factory with customer initials added, a special colour combination, or custom materials.
- Glasses belonging to special collections and specifically requested by the customer.
In the case of prescription glasses, you will have up to 60 days to exchange them in the event of a mismatch.
Prescription lenses cannot be returned. However, exchanges are allowed in the following cases:
Due to maladjustment
If you’re not happy with the lenses after trying them out for at least 10 days, please get in touch and one of our optician-optometrists will have a look at it.
If your lenses need to be exchanged to make any adjustments, we will manage the return.
Product defaults
In case the lenses have any manufacturing defects. The following options can be seen as defects: stains, color changes or inconsistencies in the glass.
If any of these scenarios occur, one of our specialists will review the case and process the exchange. The related costs will be paid by us.
Due to an error during the process
The following options can be seen as an “Error”:
- The lenses do not have the prescription requested by the customer.
- They’re not the same type of lens as purchased.
- The lenses do not have the characteristics and treatments requested by the customer.
- There is some fault in the glasses' assembly.
Once confirmed by one of our specialists, we will cover the return and exchange costs for a new product.
Contact lenses are considered a customized product and cannot be returned. Unless you have not received the correct item or there is an error from our side.
EXCHANGES
To request to substitute a product, you should contact us through our email [email protected].
In that email, you need to list the reasons why you want to make the exchange.
You will have 30 days to return your glasses. In the case of prescription glasses, you will have up to 60 days to substitute them in the event of a mismatch.
Cancelling an order
You can cancel an order in the following situations:
- We have informed you that the product you purchased is no longer available from the manufacturer.
- You have changed your mind after purchasing the item and the product has not yet been shipped. (This sentence does not apply to products ordered from the factory for you or to personalized products that have already been put into process, such as corrective lenses, contact lenses, or personalized glasses).
- Orders already shipped or in transit: Orders already shipped or in transit must be received by the customer and then requested to be cancelled or refused at the time of delivery. You will receive a refund once we receive it back at our offices.
To request a cancellation, please email [email protected]. If you meet the requirements of our policy, the money will be refunded within 24 to 48 hours via the same payment method used in your order.
Orders that have already been shipped must be received by the customer before a return is requested.
