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FAQs

About our Eyeglasses or Sunglasses

How can I check if a product is in stock?

On the product detail page, you'll find the available stock quantity just below the price. This information is consistently updated, reflecting changes with every order placement. If the item is out of stock, a black button will replace the regular green "add to cart" button, indicating it cannot be ordered.

How do I find a specific product?

Utilize our keyword search tool at the top of the website. Start with the brand and main item code; for instance, for Ray-Ban RB2145/S 4587/2X size 54, search "Ray Ban 2145" initially. Narrow down results by adding more of the item code if needed.

Are your glasses and sunglasses authentic?

We pride ourselves on sourcing products exclusively from official manufacturers, maintaining the highest standards. As licensed opticians and a leading eyewear retailer in France, we partner with top manufacturers like Luxottica, Safilo, Marcolin, and Kering Eyewear.

How do I determine the UV category of a specific product?

Check the detailed description for UV protection information, including the category number. Visit our help page UV protection for more details on UV categories.

How can I find specific information about a pair of sunglasses or eyeglasses?

In each product detail description, you will find the following information:

  • Reference of the frame and of the color
  • Frame size fit and detailed dimensions (total width, lens width, lens height, bridge, and arms)
  • Model gender (men, women, or unisex)
  • Frame material, what the frame is made of (for example metal, acetate, titanium, plastic)
  • Weight in grams
  • Price
  • Stock available
  • Spring hinges (if the model has spring hinges, it will be indicated, if it does not have, then “spring hinges” will not be written in the description)
  • Polarized (if a pair of sunglasses has polarized lenses, then it will be written “polarized lenses” in the product description.)

How can I search for products according to my specifications and needs?

Discovering the perfect eyewear that aligns with your unique preferences and needs is made effortless through our comprehensive search and filtering options. To enhance your shopping experience, we recommend utilizing our versatile filters, which include:

  • Gender: Tailor your search to men, women, or children
  • Sunglasses Clip-on: Easily find eyeglasses with a convenient sunglass clip-on feature.
  • Sport: Explore eyeglasses or sunglasses designed for various sports activities.
  • Extra Light Frame: Filter for eyeglasses renowned for their lightweight design.
  • Outlet: Uncover our best offers and the most significant discounts on frames and sunglasses.
  • Brands: Locate your preferred brand, be it Ray-Ban, Gucci, Carrera, and more.
  • Head Width/Size: Find the perfect fit with sizes ranging from XS to XL.
  • Advanced Size Filter: Precisely filter by lens dimensions, bridge, arms, and total width.
  • Frame Type: Choose between full-rimmed, half-rimmed, or rimless frames.
  • Shape: Match your style with options like square, round, cat-eye, hexagonal, oval, rectangular, aviator, and wayfarer.
  • Color: Personalize your eyewear from a palette of 10 different colors.
  • Material: Select from high-quality materials such as acetate, metal, titanium, and carbon fiber.
  • Price: Stay within your budget by adjusting the price range.
  • With these filters, your search for the ideal eyewear becomes not only efficient but also tailored to your specific preferences and needs. Happy shopping!

What type of sunglass tint do you offer?

Choose from over 250 different tints for prescription and non-prescription lenses. Click on "change lenses" for sunglasses and "add lenses" for eyeglasses. Learn more on our help page sunglasses tint

Are you offering polarized sunglasses for sale?

Absolutely, we boast an extensive array of polarized sunglasses accessible on our website. To kickstart your exploration, simply click on the link provided to browse through our complete collection of polarized sunglasses: Polarized Sunglasses

Additionally, if you require prescription polarized sunglasses, this is entirely feasible. You can select this option when customizing your prescription lenses during the ordering process.

Can prescription lenses be fitted onto sunglasses?

Certainly, it is possible to fit prescription lenses on specific sunglasses, as some may not be compatible with such lenses. To determine if a particular pair can accommodate prescription lenses, search for a white button labeled “change lenses” beneath the green "add to cart" button. If this button is absent, the model cannot support prescription lenses. Alternatively, utilize our specialized filter titled “prescription sunglasses” to exclusively explore models compatible with prescription lenses. Begin your search with this link: Prescripton Sunglasses

Placing an Order

Can I buy the frame only and get lenses locally?

Yes, select the "buy frame only" option, and the frame will be delivered with dummy lenses, which you can replace at your local optician.

Are there any discount codes available?

We do not provide discount codes. Our philosophy centers around setting fair and accurate prices from the start. This ensures that you consistently receive our best price, whether it's your initial order or your tenth. We believe in transparent and straightforward pricing for all our valued customers.

How do I add prescription lenses?

After choosing your frame, click "add lenses" and follow the steps. Visit our page how to order glasses with prescription lenses for detailed guidance.

How do I find my Pupillary Distance (PD)?

Check your prescription or contact your optician for the PD. Learn more on our help page Pupillary Distance.

Can I order a frame with plain lenses if I don't need prescription glasses?

Absolutely! If you desire to wear glasses purely for their aesthetic appeal and do not need any vision correction, we recommend adding clear or tinted non-prescription lenses. Simply click on the green 'Add Lenses' button and select the non-prescription lens option.

Please note that if you opt to purchase only the frame with demo lenses, these lenses are typically of lower quality and bear an engraved logo that can be challenging to remove. To ensure a better overall experience, we strongly advise adding non-prescription lenses to your order.

Where do I get a prescription from?

Visit an eye doctor or optician for an eye test and prescription. Don't forget to ask for your pupillary distance. Learn more on our help page Pupillary Distance

Do you sell parts?

No, we don't sell parts. For after-sales service on items purchased from us, contact us with your order number and details with a description of the issue and some photos if possible.

What type of prescription lenses do you offer?

Our lenses, provided by Omega Optix (owned by Essilor), cover single vision, readers, workspace and full progressive lenses. Explore more on our page our prescription lenses.

Do I need thin lenses?

Opt for thin lenses if your prescription is medium to strong. Learn more on our page Calculate lens thickness.

I haven't set up an account; how can I monitor my order?

To track your order, it's essential to have a Visionet account. If you haven't created one yet, simply sign up using the same email address you used for your order. This will grant you access to view all your previous orders.

If you only need the shipping tracking code, please share your order number with us, and we'll provide you with the tracking details. It's worth noting that the tracking information was sent to you via email on the day of shipment.

To create your account, click here : Create Account.

I don’t understand the status of my order.

Visit our help page orders status for detailed information on each order status.

How do I select the right frame size?

You will find size fit and detailed measurements on each product page. You may also filter search results by size fit or detailed measurements. For more information, visit our page choosing the right size

Payment

How can I pay?

We accept Visa, Mastercard, American Express, and PayPal for secure payments.

How can I get my invoice?

Log in to your account after your order has shipped, view the order, and click "print my invoice." If you haven't created an account yet, do so using the same email to view past orders and print invoices. To create your account, click here : Create Account

Is the payment secure?

Payment is 100% secure with SSL encryption. We don't save any personal data from our clients.

Returns and refunds

Can I return my order for a full refund?

Yes, you can return your order for a refund within 30 days of receipt, provided that the glasses or sunglasses have not been used. For glasses and sunglasses sold without prescription lenses, we will refund 100% of the item. For those with personalized lenses, we will refund 100% of the frame and 50% of the lenses (as prescription and personalized lenses cannot be resold).

Where to return and who bears the cost of returning the glasses?

The cost to return the glasses is the responsibility of the customer. For USA and UK orders, we will provide a local return address. All other orders must be returned to our French address. To initiate a return, please send us an email or make your request online through your Visionet account.

How do I return my order?

To return your order, send us an email with your order number or use the online form available in your Visionet account. Navigate to your order details and click on the button to initiate the return process.

If I have used the glasses, can I return them for a refund?

Unfortunately, we cannot refund any item that has been used.

What should I do if I have an issue with my glasses and need to return them for repair?

Please contact us via email, providing your order number and detailing the issue along with attached photos. Our after-sales service team will review the request and contact you with further instructions.

I received a defective item, what should I do?

Contact us by email with your order number, explaining the issue and attaching photos showing the defect. Our after-sales service team will handle the request, provide instructions, and suggest possible solutions. If you notice any damage to the package upon delivery, please refuse the shipment or make a note of the damage with the delivery personnel. Additionally, contact our customer support with details and photos of the damaged package.

Can I exchange my glasses for a different style or color?

Unfortunately, we do not currently offer direct exchanges. You may return your original order as per our return policy and place a new order for the desired style or color.

What is the timeframe for processing refunds?

Refunds are typically processed within 3 business days upon receiving the returned item. Please note that it may take additional time for the refund to reflect in your account depending on your payment method.

Do you offer a warranty on your eyewear?

Yes, we provide a 2-year warranty on manufacturing defects. If you encounter any issues within this period, please contact our customer support with your order number and details of the problem.

Are shipping fees refundable?

No, shipping fees are non-refundable. The customer is responsible for the cost of returning the item unless the return is due to a mistake on our part or a defective product.

Can I cancel my order after it has been placed?

Orders cannot be canceled once they are processed. Please double-check your order before confirming the purchase

Do you offer a try-before-you-buy option?

We do not currently offer a try-before-you-buy option. However, you can take advantage of our generous return policy within 30 days if the eyewear doesn't meet your expectations.

What should I do if my eyewear breaks after the return period?

If your eyewear breaks outside the return period, please contact us, and we may be able to assist you with repair options or replacement parts. Additional charges may apply.

Shipping

What is the shipping cost?

For our valued customers in the USA, enjoy complimentary shipping on all orders totaling $89 or more. For orders below $89, a nominal shipping fee of $7.50 applies. Customers in the UK benefit from a flat shipping rate of just £5. To determine the precise shipping cost for your specific location, simply add the desired products to your cart. Select your country from the dropdown menu, and the system will display the accurate shipping cost tailored to your destination.

What are the shipping times?

In the USA, anticipate a delivery window of 2 to 4 days for your parcel, delivered by FEDEX EXPRESS. For our customers in the UK, standard shipping takes 5 to 10 days, while express shipping shortens the wait to 2 to 4 days, Express delivery handled by FEDEX EXPRESS and standard delivery handled by ROYAL MAIL. If you're purchasing eyewear with prescription lenses, kindly allow an additional 5 to 10 days.

For all other destinations, simply add the desired products to your basket, choose your country in the drop down menu, and the system will present you with the estimated delivery time. We are committed to providing you with a seamless and efficient shopping experience. Thank you for choosing us!

Are there any additional customs fees for international orders?

For customers in the European Union, the UK, and the United States, rest assured that there are no customs fees. We are VAT registered in these countries, and the sales tax is already included in the price you pay. For all other destinations, please be aware that there may be import taxes applicable, and these will be collected by the delivery company.

We strive to provide transparency and clarity in our pricing, and we appreciate your understanding. If you have any questions or need further assistance, feel free to reach out

Here is the list of the European Union countries : Austria, Belgium, Bulgaria, Croatia, Republic of Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain and Sweden.

Is tracking available for the parcels?

Absolutely! Every parcel is dispatched with comprehensive online tracking. You will receive an email with the tracking details during the evening of the shipping day. This email will provide you with the necessary information to monitor the status and location of your parcel. We understand the importance of keeping you informed, and our tracking system is designed to ensure a seamless and transparent delivery experience.

Thank you for choosing us, and feel free to reach out if you have any further inquiries

Where do you ship from?

All our parcels are shipped from our base in France. It's important to note that while we dispatch from France, we are VAT registered with a local return center in the UK and the US. As a result, there are no sales taxes or additional fees for parcels sent to the EU, UK, and US.

For all other destinations, please be aware that applicable import taxes may need to be settled upon the delivery of your parcel. We strive to provide clear and transparent information regarding our shipping process. Should you have any questions or require further assistance, please feel free to reach out. Thank you for choosing us for your shopping needs!

Do you offer expedited shipping options?

Absolutely! For orders within the USA, all shipments are sent via expedited shipping with FEDEX EXPRESS. In the UK and EU, we provide the choice of both standard shipping and expedited shipping. For all other destinations, we primarily offer expedited shipping options.

To explore the available shipping options for your order, simply add the desired products to your basket, select your country from the dropdown menu during checkout, and you will be presented with the expedited shipping choices available to you.

It's important to note that if you're ordering eyewear with prescription lenses, there is a minimum production time of 5 to 10 days before your glasses are shipped. We are dedicated to ensuring a swift and reliable delivery experience. If you have any questions or require further assistance, please feel free to reach out

What happens if my order is delayed or lost in transit?

In the rare event of a shipping delay or if your order is lost in transit, please contact our customer support team immediately. We will investigate the issue and work towards a satisfactory resolution, which may include a replacement or refund if the parcel is confirmed lost.

Can I change my shipping address after placing the order?

To ensure the security of your order, we are unable to change the shipping address once the order is confirmed. Please double-check your shipping details during the checkout process to avoid any complications.

Do you ship to P.O. boxes or APO/FPO addresses?

Certainly! We do ship to P.O. boxes and APO/FPO addresses. When completing your order during the checkout process, please ensure that you provide accurate address details, including any relevant unit or box numbers.

It's important to note that for shipments to these addresses, we may use specific services such as USPS for APO/FPO, which could potentially extend the delivery times. We appreciate your understanding and assure you that we are committed to delivering your order with the utmost care and efficiency.

How can I estimate the delivery time for my order?

To get an accurate estimate of the delivery time and exact cost for your order, simply add the desired products to your basket, choose your country from the dropdown menu, and you will be presented with the detailed information regarding estimated delivery time and shipping costs.

For those interested in ordering eyewear with prescription lenses, please ensure that you add the product with prescription lenses to your basket. This will allow you to accurately estimate the delivery time and determine the exact shipping cost associated with your specific order.

Should you have any further questions or need assistance, please don't hesitate to reach out. We're here to provide you with a seamless and informed shopping experience.

What should I do if my package is damaged upon delivery?

If you notice any damage to the package upon delivery, please refuse the shipment or make a note of the damage with the delivery personnel. Additionally, contact our customer support with details and photos of the damaged package.

Who do you ship with?

For expedited shipping, we utilize the services of either FEDEX EXPRESS or DHL EXPRESS, ensuring swift and reliable delivery of your orders. If you prefer standard shipping, we partner with national postal services such as USPS in the USA and Royal Mail in the UK.

Rest assured that we choose our shipping carriers carefully to provide you with the best service possible. If you have any specific preferences or questions regarding shipping carriers, feel free to reach out. We appreciate your trust in us for a seamless shipping experience. Thank you for choosing us!

Buy one get one free

How does the "Buy One Get One Free" promotion work?

This enticing offer is applicable when your initial purchase consists of eyeglasses with prescription lenses that include a premium anti-reflective treatment. Upon qualifying, you can select a second pair from a designated list of frames, which will come with standard prescription lenses, all free of charge. To know more please visit our help page Buy one get one free

What can I get as the second pair for free?

You can select any frame, priced at a maximum of 15 € / 15 GBP / 16.25 USD, to which you can add prescription lenses.

Do I receive the same free prescription lenses?

You receive two non-thin lenses, index 1.5, with hardening, available in tinted or non-tinted options. If you prefer a different combination, a 50% discount will be applied to the regular price.

How do I add my second pair to my basket?

Start by adding the first pair to your basket, ensuring you select an eligible treatment when choosing the lens anti-reflective treatment. If the glasses in your basket qualify for the second pair offer, a link will appear in the basket to view all free pairs. On each product detail page, there will be a new orange button that you must click to select the free lenses and add them to your basket.

Can I purchase my second pair later?

Yes, you have three months to order your second pair. To do so, log in to your Visionet account, view the main order, and find the orange button "Order My Second Pair" (if eligible and not already purchased or added to your basket). Your browsing sessions will be in "second pair mode," and an orange button will be displayed in all eligible frames and sunglasses for ordering as your second pair. Note that if you buy your second pair later, shipping costs may apply to the order.

Do I get the same as my first pair for free?

No, you can choose a frame up to the value of 15 € / 15 GBP / 16.25 USD. If you opt for a different frame, the corresponding discount will be applied to the frame price.

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