FAQS

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Our customer service is available from Monday to Friday, from 10.00 to 19.00.

If i purchase during black friday/cyber monday, can i still return? How long do i have to do it?

Yes, this year we will extend our return period specifically for the orders purchased during Black Friday and Cyber Monday. You will have 45 days from receipt to return an item for a refund or an identical replacement pair of glasses. Please see the relevant section of the Returns policy for more information.

What are your shipping and return costs?

Shipping and return are completely free of charge;

Can i request a refund if i am not satisfied with my purchase?

Yes, you have 45 days from receipt to return an item for a refund or an identical replacement pair of glasses. Please see the relevant section of the Returns policy for more information.

How long is the warranty on vogue eyewear glasses?

Luxottica guarantees its sunglasses against damage arising from material and manufacturing defects that come to light over a two-year period from the date of delivery of the goods. You must inform Luxottica of such defects within a reasonable period of time and, in any case, within two months of the date on which they are identified. Scratched lenses fall within normal wear and are not covered by the warranty, unless the item already presents such damage at the time of delivery. For further information on how to request support, check out our page HERE.

How can i request warranty support or repair for my frame?

To discover all details related to our warranty support and repair service please visit our Return and Warranties page HERE.

What is your return policy?

If you made your purchase online, you have 45 days from receipt to return an item for a refund or an identical replacement pair of glasses. Please consider that the above information does not apply to engraved products, because these have been customised specifically for you. Customised products may, however, be returned if defects are identified upon receipt. Please see the relevant section of the Returns policy for more information HERE. If you made your purchase in store, please contact the retailer from where you bought your product. A proof of purchase will be requested as part of the assessment.

How should i ship my return?

Upon receipt of your return authorization number from our Customer Care team, pack and seal your box securely, in the original package if possible. Stick the UPS Return label provided and bring your parcel to an UPS Access Point or contact UPS to arrange a collection. If you decide to use a different courier, we highly recommend you use a traceable and insurable shipping method. Vogue Eyewear cannot be held responsible for lost or damaged packages.

How do i know the right size for my sunglasses?

For the great majority of people, more than 90% of our customers, Standard Size offers the correct fit. For more details on how to find the right size for your sunglasses and eyeglasses, you can check out the official guide HERE.

I made a mistake in my order, can i change or cancel it?

You can cancel your order for up to one hour from the time of your purchase, by contacting our Customer Care team. To change or cancel an order you recently submitted, please contact our Customer Care team as soon as possible and we will do our best to accommodate your request. However, please be aware that as our system is designed to fulfil orders very quickly, after the first hour we cannot guarantee that it will be possible to cancel or change the order once it has entered the shipping process. If it is too late to cancel, you can still avail of our returns policy.

How do I contact the Vogue-Eyewar customer service team?

It is very easy to contact the Vogue-Eyewear Customer Service team. You can fill out the form in the Contact us section of the website or, alternatively, call 0 800 026 1559, between Monday and Friday from 10 a.m. to 7 p.m.

If i send my package as a gift, will the recipient receive the invoice?

No, the recipient will only receive a packing list without prices included in the parcel.

Are the products on the website the same as in the stores?

The selection on our website might vary from Vogue Eyewear boutiques/stores or authorized accounts depending on demand. If you are looking for a style not available on the website we recommend you to contact one of our authorised retailers and ask for assistance there.

Can you tell me when new products or special promotions are announced?

Yes, simply CREATE AN ACCOUNT and opt-in for our newsletter and you will be the first to know! CREATE AN ACCOUNT NOW.

Why should i create an account? What is the address book and how do i use it?

Creating an account offers you faster checkout since you will not have to re-enter your shipping and billing information. When you place an order, that information will be filled in automatically to your default addresses. Additionally, all your previous purchases will be saved and viewable in one place. CLICK HERE to create an account now.

Is my personal and credit card information safe on your website?

Yes, we have taken several steps to ensure all information received from our online visitors is secure from unauthorized access and use. All transactions are completed on a secure server. In secure mode, your computer and our server send data back and forth in an encrypted format.

What is your privacy policy?

We will never share your e-mail address or personal information with any third parties. Any information collected on this website will be used for fraud control, order verification or internal marketing purposes only. For more details on our privacy policy CLICK HERE.

Why does the item i received look different than it does on the website?

Due to variations of computer monitors, the colours on your computer screen may appear different than the actual product. In addition, some frames are created from layers of custom acetate that results in unique and individual patterns distinctive to each finished product, which may not look identical to the frame pictured online.

Can i have a lens prescription filled through the website when i order a frame?

Most of our eyewear is crafted specifically to support even the strongest prescriptions. Unfortunately, we do not currently offer this service through the website. For this reason, we recommend you contact one of our authorised opticians in your area and ask for assistance there. You can visit our available frames HERE.

What are your shipping fees?

Shipping is completely free of charge. Product is generally received 4 days from purchase date. Please note that delivery days are business days and we do not offer Saturday or holiday delivery services.

How do i know that my order has been shipped?

When your order has been shipped, you will receive an e-mail with the UPS tracking number and a link to the UPS website where you will be able to check the location of the parcel.

What is the status of my order? how do i track it?

When your order has been shipped, you will receive an e-mail with the UPS tracking number and a link to the UPS website where you will be able to check the location of the parcel. If you have registered on our website before purchasing, you can also check the status and history of your orders from your account.

What countries do you ship to?

From this website we do not ship abroad; however, we operate in many Countries through local versions of the store (US, Canada, Italy, UK, France, Germany and Spain). To check whether shipment to a foreign Country is available, select the Country of destination from the link provided in all pages of the website.

Do you ship to po boxes or AFO/FPO addresses?

For security reasons, we do not currently ship to P.O. boxes or APO/FPO addresses.

Will my credit card be charged immediately?

No, your credit card will be charged upon shipment of the order, usually 1-2 days after the order creation. However, a pre-authorisation of the payment will be made at the moment of the purchase.

Why did you call or e-mail me to verify my order?

For your own security and protection, if in the normal course of fraud check we find something suspicious regarding your order, we will call or e-mail you to verify your information.

What are my payment options?

We accept Visa, MasterCard, American Express, ApplePay and PayPal.

Is ordering over the internet secure?

Yes. Secure Socket Layer (SSL) encryption is used for every transaction in order to ensure that your order is secure. SSL encrypts the transmissions from our ecommerce servers as well as your computer. SSL encryption works by forming a matched pair with the transmission from your computer transmission and our server, so that only data to and from these sources can be valid.

What is the company doing in light of COVID-19?

We are determined to maintain the best level of service for our customers. Our facilities around the world are currently up and running, including our warehouses, labs and production plants. In line with government directives, however, we have decided to partially reduce production to implement strong health and safety protocols.
As Luxottica always maintains good stock levels, we will have you covered. Our vertically integrated supply chain allows us full visibility of the manufacturing and distribution processes, guaranteeing your safety. When products leave our factory, they do so in the safest, cleanest manner, having been packed and shipped by a carefully trained staff member following extensive checks.

Where are your products made?

Our products are made in our own production plants in Italy or China. When products leave our factory, they are packed and shipped by a carefully trained staff member following extensive checks.

Are your packages safe to open?

Yes. When products leave our factory, they are packed and shipped by a carefully trained employee following extensive checks. Furthermore, the World Health Organization confirms that it is safe to open packages from Italy and other countries where COVID-19 has been reported.

Should I expect delays in deliveries due to the COVID-19 emergency?

Our deliveries are up and running, but the safety of our customers and employees is a priority; as such, some delays in shipping your order may occur. Our courier service partners are using their logistics network to minimise the impact, so we can continue to deliver the best possible service to our customers.

Are your online deliveries safe?

When you buy online, you avoid any close human contact. All our courier service partners have strict protocols in place to ensure all precautionary measures are followed. Depending on the courier, you may even request contactless delivery, involving couriers dropping the package at your door or at a designated location, with no personal interaction.