FAQ

If you experience an issue with your shipment (for example storage, failed delivery, or other issues), you can open a ticket using the form at the bottom of this page.

Select the option “Where is my order” and complete the form with all the required information.

If you entered incorrect information (diopter, color, or shipping address), you can request a modification by opening a ticket at the bottom of this page, selecting the option “Edit order/account” and completing the required fields.

Please clearly indicate the requested change, specifying the correct diopter or color, or the full shipping address including street, house number, ZIP code, city, and province/state.

Changes are only possible if the order has not yet been processed for shipment.

If you have received a product different from the one purchased, you can report it by opening a ticket using the form at the bottom of this page.

Select the option “Other”, complete all the required fields, and attach photos of the item received.

The return request must be submitted within 14 days of delivery by opening a ticket using the form available at the bottom of this page.

It is necessary to correctly complete all the required fields and attach photos of the item you wish to return, so that its condition can be verified before shipment.

Once the request has been received, we will provide instructions on how to correctly proceed with the return.

Return shipping costs are the responsibility of the customer.

Once the return has been received and the product’s condition has been verified, the refund will be issued within 14 working days using the original payment method.

The amount will be visible within 5–10 working days, depending on the banking system processing times.

The refund will only be processed if the item and its packaging are intact and in their original condition.

If one of the received items is defective or damaged, you can report it by opening a ticket using the form at the bottom of this page.

Select the option related to a defective/damaged item, complete all the required fields, and attach photos where the damage is clearly visible.

Yes, you can pay in three monthly installments of the same amount using the Paypal Pay in 3 Installments option. The first installment will be charged at the time of purchase, while the others will be charged in the two following months. Paypal will notify you in advance before proceeding with the charges. Paypal - Pay in 3 Installments is a completely free service, provided that the installments are paid by the due date. In case one or more installments are not paid by the set date, a late payment fee will be charged.