Support
Need help? Check our FAQs or open a support ticket.
We do not ship on weekends and holidays.
If you cannot find it, we recommend checking your spam or junk folder and verifying the email address used when placing the order.
If you encounter an issue with the shipping of your order (e.g., order on hold, undelivered order, order marked as delivered but not actually received, etc.), please contact us at [email protected] specifying your order number.
If you selected the wrong diopter or color for the glasses or if the shipping address is incorrect, send an email to [email protected] specifying the desired glasses with the correct diopter/color or the correct and complete shipping address, including street, house number, postal code, city, and province.
If your order has not yet been processed for shipping, we will be able to accept and proceed with the requested modification."
If you received different glasses from what you ordered, send an email to [email protected] with
- Order number
- Photo of the glasses received
- Name and code of the missing item if the order consists of multiple items.
The return must always be requested by email within 14 days of delivery at [email protected] specifying the following information:
- Order number
- Reason for the return
- Glasses to be returned
- Photo of the glasses to be sent for the return (no photo of the packaging)
Afterwards, you will receive the information to correctly execute the return.
Return shipping costs are the responsibility of the user.
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.
The warranty does not cover damage caused by improper use, impacts, falls, normal wear and tear, or other causes not attributable to manufacturing defects.
If you placed an order on our website and received damaged glasses, if your Okkia broke or was damaged after the purchase, or if you bought damaged glasses from a retailer, please write to [email protected] specifying the following information:
- Order number or the name of the store where the purchase was made;
- Purchase date;
- Photo of the damaged glasses.
No, for foreign countries we do not accept cash on delivery among the accepted payment methods.
Please also make sure that you have completed the newsletter subscription and not only registered on the website: the discount code is sent only after confirming the subscription, via a second email (also to be checked in the spam folder).
Some customers have made modifications through their trusted optician; feasibility depends on the type of lenses and the selected model.
We therefore recommend consulting your optician before purchasing to verify compatibility.
Detailed dimensions can be found on each product page, within the image gallery, where an image showing the measurements of the glasses is provided.
You will receive an email notification when the glasses are back in stock.
Our sales team will contact you afterwards.
Not available on holidays.
If you can't find the answer you're looking for, open a ticket by filling out the contact form.
Our customer service will reply within 24–48 business hours.
