FAQ - Frequently Asked Questions
Questions about your order? We’re here to help!
Explore our wide selection of sunglasses and prescription glasses by browsing the categories on our website. If you already have a specific brand or model in mind, use the search bar to find it quickly. Once you’ve chosen an item, add it to your cart and complete your purchase by following the simple checkout instructions. Alternatively, you can contact us by phone or chat directly from the product page—we’ll be happy to guide you step by step through your selection and order.
If you are interested in a new pair of prescription glasses or sunglasses that you don’t yet see on our website, we may be able to help. Contact us via chat, email, or phone. To help us find the glasses you want, please provide the brand name, model number, and, if available, send a photo. We will do our best to fulfill your request.
On every page of the website, you can click on the Store Locator icon, or navigate to the store pages from the main menu: you will find the contact information for the store closest to you. Our staff will be happy to assist you and provide support over the phone. Please note that some items sell out quickly and availability is subject to change.
Absolutely yes! It gets even better thanks to our IN-STORE TRY-ON service. Browse our website to choose the glasses you’re interested in, have them delivered comfortably and free of charge to one of our stores, and only after trying them on can you decide whether to purchase them at the best price.
Look for products with the 'TRY IN STORE' button in our online store. There are plenty of options in every style, from many brands, to suit every taste and need. Once you’ve found the sunglasses or prescription frame you’d like to try, click the button to fill out the reservation form. Simply enter your details, email, and a phone contact. Our staff will get back to you as soon as possible to confirm your appointment for the try-on.
You can redeem a discount code received via email or assigned to you simply by entering it during checkout, before proceeding with payment. If you need assistance or want more information about discount codes, you can contact us by phone Monday to Friday from 9:00 AM to 1:00 PM and 2:30 PM to 5:00 PM, or reach out via email or chat.
You can complete the payment for your order using your preferred method: Mastercard, Visa, or American Express credit card, PayPal, Shop Pay, Apple Pay, or Google Pay. Please note that the transaction may not be charged immediately, but only when the order is accepted and processed. Payment via bank transfer in advance is also possible. Cash on delivery is not accepted.
Your order is processed quickly. For this reason, we encourage you to contact us promptly if you wish to change the delivery address or method for an order that has already been confirmed. In the case of an order being delivered to the wrong address, contact us after the first unsuccessful delivery attempt. We will schedule a new delivery attempt to the new address, provided it is within the same province.
To cancel an order you just placed, you can simply contact us by phone Monday to Friday from 9:00 AM to 1:00 PM and 2:30 PM to 5:00 PM, or via email or chat. We will do our best to respond to your request promptly. Please note that our system is designed to process orders quickly, so we recommend notifying us of any changes as soon as possible. Once an order has been processed and shipped from one of our logistics centers, we cannot guarantee that it can be canceled.
After placing an order and receiving payment approval, a confirmation email will be sent to you automatically. If you do not receive this confirmation email within 5 minutes, please check your email client’s spam folder. If you still do not receive it, contact us via chat, email, or phone. We will verify your email address and resend the confirmation.
Shipping Information
Your order number is displayed on-screen along with the transaction confirmation after successfully completing the checkout. You will also receive it in the order confirmation email, which will include all the necessary details.
We will process your order as quickly as possible. For products immediately available at one of our logistics centers, items are usually shipped within 1–2 business days after payment is received. Processing and delivery may take longer in cases such as pre-orders or when the item comes from the manufacturer’s warehouse. Processing and delivery times may also be longer during holidays, special promotions, or if the order is placed before the weekend.
If you have any questions, please contact our Customer Care by phone Monday to Friday from 9:00 AM to 1:00 PM and 2:30 PM to 5:00 PM, or via email or chat. We will be happy to provide you with all the assistance you need.
Once your order has been shipped from one of our logistics centers, you will receive a confirmation email containing a link to track the courier that will deliver your package. We recommend using the tracking link to follow your delivery on the courier’s website and contacting the courier directly in case of delays or issues.
If your package is not delivered, you have 5 business days from the receipt of the shipping confirmation email to notify us; if we are not informed within this time, we cannot be held responsible for lost shipments. If your package is delivered and one or more items are missing, please keep the packaging so that we can determine what happened.
Any issues regarding incorrect items, missing items, or delivery to the wrong address must be reported to us promptly in writing; otherwise, the claim will not be accepted. We reserve the right to request photographic evidence of incorrect or non-compliant items before authorizing a return for a full refund.
For further information, contact our Customer Care by phone Monday to Friday from 9:00 AM to 1:00 PM and 2:30 PM to 5:00 PM, or via email or chat. We will be happy to provide all the assistance you need.
Returns and Refunds Information
Unless otherwise indicated, returns are not free and require a return shipping fee, based on your delivery address. This fee partially covers the cost of transporting the item back:
Italy: €5
European Union, United Kingdom, United States, and Switzerland: €10
Albania, Bosnia and Herzegovina, Iceland, Kosovo, Liechtenstein, Moldova, Montenegro, and Norway: €30
Rest of the world: €45
The conversion to a currency other than the euro will be processed according to the exchange rate applicable at the time of the return request, as determined by the European Central Bank.
Once the return is received and the product’s condition is verified, the product amount will be refunded minus the return shipping fee.
For more information, please refer to our Returns and Refunds Policy to learn all the details about how to return or exchange the product you purchased and received at home.
If something about the product you purchased is not exactly as expected, or if you have simply changed your mind, you have 14 days to return or exchange your item. Please refer to our Returns and Refunds Policy to learn all the details about how to return or exchange the product you purchased and received at home.
To initiate a return request, click the link below:
RETURN FORM
Alternatively, please contact our Customer Care by phone Monday to Friday from 9:00 AM to 1:00 PM and 2:30 PM to 5:00 PM, or via email, providing your order number and the reason for the request. We will guide you through every step and provide a pre-filled return label.
Any item returned without our authorization or without the return label we provide will not be eligible for a refund. Items must be returned within 10 days of receiving the return label. Please ensure the item is returned promptly to avoid delays in processing your refund.
To be eligible for a refund, returned goods must not have been used and must be in perfect condition, with all accessories and original packaging intact. We cannot refund any goods that do not meet these criteria. Please note that the responsibility for the item being returned remains with you until it is received by us via the courier.
Certainly! Your satisfaction is our priority. If the glasses are not perfect for you, or if you don’t find them suitable in terms of style or fit, please refer to our Returns and Refunds Policy to find all the details on how to return or exchange the product you purchased and received at home.
If you did not receive the return label after requesting it from our Customer Service, there could be several reasons. We recommend first checking your email inbox and taking a look at your Spam folder, as in some cases these messages may be filtered as junk by service providers. Alternatively, please try contacting us again, as we may have used an incorrect email address. In other cases, the return request may not have been deemed eligible.
Usually, you will receive a refund confirmation within 14 days from the shipment of the return and its delivery to one of our facilities. Please note that each returned item is inspected and verified by our staff, who will either approve the product for refund or report any ineligibility. If approved, the refund will be processed using the same payment method you used for the purchase.
Customer Service
It is always a pleasure for us to listen to our customers’ requests and do everything possible to ensure a pleasant shopping experience that meets expectations. If you would like to contact us, you can do so at any time using the live chat or the contact form available on the ‘Contact’ page. Alternatively, you can send us an email or reach our Customer Care team by phone from Monday to Friday, from 9:00 a.m. to 1:00 p.m. and from 2:30 p.m. to 5:00 p.m. We will get back to you as soon as possible and will be happy to provide all the assistance you need.
Yes, the information you provide when contacting us or placing an order online is safe. We use the highest industry standards to ensure your privacy is protected. In the case of credit card payments, the information you provide, such as the credit card number, expiration date, cardholder name, etc., will never be stored or processed directly on our servers, but will be handled through the secure protocols of the payment gateways.
The products we send are carefully inspected and photographed before leaving our logistics centers. For this reason, it is highly unlikely that the product you receive will not be in perfect condition. However, errors can occur, or defects that are not immediately visible may be present. Any defects in the received product should be reported to us as quickly as possible. When reporting an issue, we may ask you to provide video or photographic evidence along with your claim. For further information, please contact our Customer Care team by phone from Monday to Friday, from 9:00 a.m. to 1:00 p.m. and from 2:30 p.m. to 5:00 p.m., or via email, providing your order number and the reason for your request.
Being able to reach you by phone is important. If we notice an issue with your email address or shipping address, we will contact you promptly to obtain the correct information. Your phone number may also be useful for the courier when delivering your order. If you would like to know how we handle your personal information, please refer to our Privacy Policy.
In our online catalog, we regularly publish and update the actual availability of items based on our inventory. Generally, if a model is not immediately available for purchase, it means it is either temporarily or permanently out of stock. For more information, we recommend filling out the ‘Notify Me’ form available on the product page, providing your name, email address, phone number, and the reason for your request. A member of our team will check the availability and let you know if the product can be ordered for you, responding as soon as possible.
Certainly! We will be happy to handle your gift-wrapping request. For more information, please contact our Customer Care via Live Chat while placing your order, or by phone from Monday to Friday, from 9:00 a.m. to 1:00 p.m. and from 2:30 p.m. to 5:00 p.m., providing the order number for which you are requesting gift wrapping.
