Exchange & Return

This is how the return works:

1. Click on the following link and enter your order information to receive access via email.

2. Initiate the return using the link provided in the email.

3. Enter your order number for the customer reference and for the other fields, enter your address information.

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4. Confirm the selection. 

5. Once you are done, you can print the return label and stick it on the return.

6. Pack the items you want to return in their original packaging in the package and include the completed Returns Form (link to download can be found in the footer of your shipping confirmation email). Seal the package securely.

7. Take the package to a parcel store of the responsible shipping company (DHL/Deutsche Post).

8. (For customers from Germany) After receipt and inspection of the goods, we will refund you the original retail price, less shipping costs. These are dependent on the shipping rate selected at checkout.

-If free shipping was selected, 4.99€ will be deducted from the original purchase price.
  
-If free return shipping was selected, the full purchase price will be refunded, less the original shipping cost paid.
   
  
8. (For customers from all countries except Germany) After receiving and inspecting the goods, we will refund you the original retail price, less shipping costs. These are amount to:
  • Outbound shipping within EU (European Union): 9,99 €.
  • Outbound shipping within Switzerland: 14,99 €
  • Outbound shipping countries rest of the world: 29,99 €

 

Details about the duration until the refund can be found in the following paragraph.

The returned goods must be in their original condition. You can find the full conditions here.

Want to exchange your glasses for another? Read more here.

Watch:  For returns from abroad processed through our online return form, the return amount will be deducted from the amount to be refunded.

 

Duration return process:

  1. Shipping & Processing: 2-6 working days
  2. Processing & refund from the payment service provider:
    1. Apple Pay & Google Pay: max. 14 working days
    2. PayPal: max. 3 working days
    3. Credit/debit card: max. 14 working days

How long do I have to return my order?

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You can return your order within 30 days of receiving it.

Will I be refunded the return shipping costs?

You will be refunded the return shipping costs within Germany for the corresponding shipping rate, except in the following cases:

  1. You return incomplete goods
    2. .
  2. You handle the return via a shipping company other than DHL/Deutsche Post.

What is the cost of the return?

Returns are free of charge within Germany for the appropriate rate! For returns within Germany, it is important that you handle the return via our online return form and deliver the package to the shipping service providers DHL or Deutsche Post. For orders from abroad, the return costs depend on the country and will not be covered.

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How long does the processing of the return?

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It takes 2-6 days for your return to arrive at our warehouse. Once it arrives, it is usually processed within 24 hours. After that, you will receive your refund once the payment service provider has processed the transfer. Due to the dependency on the payment service provider, an average duration is given in the paragraph above.

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Can I drop off my return directly to the letter carrier?

Yes! You expect the parcel delivery man anyway because of another delivery? Then give him your return right away, instead of delivering it yourself in the parcel store or a post office branch. The parcel delivery person will be happy to accept your parcel if you have created the returns label using our online returns form. Please note that the parcel carrier works on behalf of our parcel service provider DHL. Nevertheless, you can also submit your return as usual in the DHL stores or at the DHL Packstations.

Can I combine several returns in one package?

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Yes, but please make sure that the delivery bills of all orders are included in the return package or that the goods enclosed for return are clear from the cancellation form.

When will I receive my refund?

Once we receive your return in our warehouse, we will process it. After the refund is released, it will need to be processed by your bank or payment processor. How long this takes depends on both the bank and the payment method. You have the choice of whether the refund should be made through the original payment method or through a voucher.