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  • FAQ
    • Order Issues
    • Payments, Promos & Vouchers
    • Product, brands & stock
    • Returns & Refunds
    • Delivery & Shipping
    • Technical
    • eyerim collection
  • Returns
    • How to return
    • Kysymykset
  • Ota yhteyttä
  • Order Issues
  • Payments, Promos & Vouchers
  • Product, brands & stock
  • Returns & Refunds
  • Delivery & Shipping
  • Technical
  • eyerim collection
  • How to return
  • Kysymykset

Order Issues

  • How can I check my order status?

    Estimated delivery time of your order can be always found in your order confirmation email and it's stated in working days (weekends, holidays excluded).

  • I didin't receive order confirmation email, is everything OK?

    If you cant find your order confirmation in your inbox, follow the steps below:

    • make sure you check "Spam" or "Promotions" section in your inbox
    • check, if you have finished placing your order correctly (successful payment)

    If you still can't find your order confirmation, there is possibility that you mistyped your email address or your payment was not successfully processed. Please, contact our Customer Service team giving as many details as you can about the issue and we will try to sort it out for you.

  • Can I change my order after I've placed it?

    We can't make any changes once you've placed your order. This includes changing the color/size of the item, delivery method or payment method.

    However, you may cancel your order and place a new one instead, if it's not been shipped to you yet.

    If you want to cancel your order, please contact our Customer Service team with your order number and let us know the reason of your cancellation. We will process your cancellation request as soon as we can and send you confirmation of your refund. 

  • Can I cancel my order after I've placed it?

    If your order has not been shipped yet, please contact our Customer Service team with your order number and let us know the reason of your cancellation.

    We will process your cancellation request as soon as we can and send you confirmation of your refund. If you cancel your order, it may take up to 5 working days for your bank or card issuer to process it and credit the money back to your account.

  • What should I do if my tracking code is not working?

    With some delivery services it may take 1 - 4 days for tracking information to be activated. 

    If your tracking information hasn't been updated within this period or your package got stuck somewehre, get in touch with our Customer Service team, so that we can help you further.

  • Can I cancel my order after it's been shipped?

    We're not able to cancel your order once it's been shipped to you. 

    If you want to cancel your delivery, we advise you to get in touch with the delivery company delivering your package to your address in your country and ask them to redirect your package back to the sender. If they don't process your request in a meantime, you can refuse the package while delivery and it will be automatically returned back to us. 

    Once we receive your refused package, we will get in touch with you and process your refund, in case you have paid in advance.

  • How can I cancel my order?

    The way how you can cancel your order depends on your current order status.

    If your order has not yet been shipped, please contact our Customer Service team with your order number and let us know the reason of your cancellation. We will process your cancellation request as soon as we can and send you confirmation of your refund.

    Once your order is shipped, we're not able to cancel it anymore. Therefore, we advise you to get in touch with the delivery company delivering your package to you in your country and ask them to redirect your package back to the sender. If they don't process your request in a meantime, you can refuse the package while delivery and it will be automatically returned back to us. 

    Once we receive your refused package, we will get in touch with you and process your refund, in case you have paid in advance.

  • How can I get in touch with your Customer Service team?

    We aim to make shopping with eyerim easy and simple, but we know that you may have some questions so we’ve developed this page.

    Hopefully, you’ll find the answers you’re looking for. However, if you need to contact us, we’re here for you every working day all year long. If you want to get in touch with us, just choose one of the contact options below, so we can help you.

    email address   contact@eyerim.com

  • I have received faulty or damaged item, what should I do?

    We are very sorry, in case that ever happens. We do our best to prevent such situations and we want to solve any issues with faulty items straightaway.

    As soon as you discover that your item is faulty, please, contact our Customer Service team and provide us following info:
    • your order number
    • faulty item's name
    • description of the fault with pictures ideally

    Once we receive your damaged or faulty product, we will refund the cost of your shipping costs and send to you replacement item as quickly as we can.

  • I have received wrong item in my order, what should I do?

    We are very sorry, in case that ever happens. We do our best to prevent such situations and we want to solve any issues with faulty items straightaway.

    Please contact our Customer Service team and provide us your order number and incorrect item's name.

    We'll get back to you with further instructions and send to you replacement item as quickly as we can.

  • Will you issue an invoice for my order?

    We issue invoice with every order. 

    Your invoice is always attached in your confirmation email after your order is shipped. We also enclosed it in a paper form inside your package.

  • Can I shop as a company and receive an invoice?

    This way of shopping is currently not available on our website and unfortunately, you can't choose "shop as company" option at your checkout. 

    In order to shop as company, please follow the steps below:
    • Place your order as normal customer
    • Once you receive your order confirmation email, get in touch with our Customer Service team and ask them to change your billing information
    • Don't forget to include your full company address and VAT number in the email, so that we can update your billing information immediately
    • Your invoice will be delivered to you via e-mail or inside your package once your order is delivered

  • What if something isn’t right on order invoice?

    If you have any issues with your invoice that you've received from us, please get in touch with Customer Service team who can fix for you.

  • I haven't received my invoice, what should I do?

    Your invoice is missing in the package? Don't worry, you can find an eletronic version of your invoice in your shipping confirmation email.

  • I’ve cancelled my order, when will I get my money back?

    After order cancellation, your money will be refunded back to your bank account. Once your refund is processed, it takes 2- 5 business days to receive the payment. However, this may vary depending on your credit card, account type or your bank's policy. 

  • Can I get a refund if the price has changed since I placed my order?

    As we are an online business, our prices change depending on our marketing activity, stock and demand from customers. In this case, we will not be able to refund the difference.

How to return an item

Step 1 Carefully wrap your item, ideally in the same packaging you have received it in. Please note that all returned items should be sent in their original condition and include original accessories e.g. cleaning cloth, hard case, certificate of authenticity, etc.
Step 2 Complete a return note, and enclose it within your parcel. It’s very important to enclose this form with your item(s) in your parcel to enable us to process your return as soon as it arrives to our warehouse.
Do you need a new return note? Download it here
Step 3 Once your parcel is packaged up, all you need to do is drop your return at your local Post Office and send it back to us at:

eyerim - Petra Ptackova Markmandsgade 4, 3.th, 2300 Copenhagen S Denmark
Where possible, make sure you get proof of postage from your Post Office or courier company and keep it safe until your return has been processed.
Please note, we only accept returns sent via Post Office. All packages sent via courier companies will be send back to the sender.

*Packaging and delivery method you are using must be safe. We don't accept liability for products that are damaged or lost on their way back to us.
Step 4 Give it some time. It can take up to 10 working days from the day you send it for your return to be delivered and processed back in our warehouse.

Step 5 As soon as we've received your return and inspected it in our warehouse, we'll drop you an email to let you know.
Right after that your full refund will be initiated. Please note that it takes 2 - 5 business days until your funds are visible back on your bank account depending on your payment method, account type or your bank's policy.

How to return an item

Step 1 Carefully wrap your item, ideally in the same packaging you have received it in. Please note that all returned items should be sent in their original condition and include original accessories e.g. cleaning cloth, hard case, certificate of authenticity, etc.
Step 2 Complete a return note, and enclose it within your parcel. It’s very important to enclose this form with your item(s) in your parcel to enable us to process your return as soon as it arrives to our warehouse.
Do you need a new return note? Download it here
Step 3 Once your parcel is packaged up, all you need to do is drop your return at your local Post Office and send it back to us at:

eyerim - Petra Ptackova Markmandsgade 4, 3.th, 2300 Copenhagen S Denmark
Where possible, make sure you get proof of postage from your Post Office or courier company and keep it safe until your return has been processed.
Please note, we only accept returns sent via Post Office. All packages sent via courier companies will be send back to the sender.

*Packaging and delivery method you are using must be safe. We don't accept liability for products that are damaged or lost on their way back to us.
Step 4 Give it some time. It can take up to 10 working days from the day you send it for your return to be delivered and processed back in our warehouse.

Step 5 As soon as we've received your return and inspected it in our warehouse, we'll drop you an email to let you know.
Right after that your full refund will be initiated. Please note that it takes 2 - 5 business days until your funds are visible back on your bank account depending on your payment method, account type or your bank's policy.

Payments, Promos & Vouchers

  • How can I pay for my order?

    Online payments with eyerim are lightning fast and we take the security very seriously, therefore your details are safe with us. All transactions are processed through an encrypted payment gateway and we use industry-leading security and fraud prevention systems.

    You can use any of the payment methods listed below to pay for your order:
      • Credit/Debit Card
      • PayPal

  • How do I apply discount code on your website?

    You need to fill in the code exactly as it was given/advertised to you, with no spacing. Type or copy and paste the code into the 'Discount code' box in your 'Basket' as below:
    how to use discount voucher

    Once you've entered the code, click on 'Apply voucher' and it will add the discount to your order. After the code has been applied to your order, you'll see the discount value and the total of your order. Please note that voucher value in your checkout is always displayed without tax.
    how to use discount voucher

    You must enter the discount code while you are checking out because it can't be applied later.

  • Why is my discount code not working?

    If you find out that your discount code isn’t working, then please, check the below:
    • You can only use one discount code per order. 
    • For every discount code applies different terms and conditions. Make sure that you check them when you receive your discount code. Codes may only be valid for certain items and most of them will have an expiry date. Terms and conditions of every code can be found directly at the website or in the email, you have received it in.

    If your discount code is still not working after checking all of the above, then please contact our Customer Service team giving as many details as you can about the issue, including screen shots of any error message you receive and what you’ve done so far. 

  • Can I use my discount code again after I cancel or return my order?

    If you use a discount code and then cancel or return your order for some reason, you can apply the same discount code on your next order if:
    • This discount code has not expired yet
    • This discount is valid for the item that you choose

    You cannot re-apply discount codes that are valid for 1st order only, or discount codes whose terms of use don't match your replacement product choice.

  • I haven't received my welcome discount code after I signed up for your newsletter.

    Have you signed up for our newsletter? You should receive your welcome coupon code right away.

    If you haven't received it, then please check the below:
    • Check your 'Spam' section in your inbox - our newsletters get overwhelmed by great deals they carry and lose their way sometimes.
    • Make sure you didn't mistyped your email address when you signed up. The easiest way how to check is to sign up again and wait if your welcome coupon arrives.

    If you still can't find it after checking all of the above, then please contact our Customer Service team providing us as many details as you can about the issue. We'll gladly help you to solve it.

  • Can I pay in installments on your website?

    Unfortunately, this payment method is currently unavailable.

  • Can I use more than one discount code for my order?

    Using a discount code for your order? You can only use one per order.

    For more info how to apply a discount code on our website, please click here.

  • I forgot to apply a discount code at checkout, what can I do?

    You must apply the discount code in your basket during checking out because it can't be applied later.

    If you wish to apply the code for your order after it's been already completed, you have to cancel this order and place a new one on our website. For more information about order cancellation, please click here.

  • Where can I get a discount code to use it for my order?

    Oh yeah! We know that our customers love great deals and special offers.

    We recommend you to check our website, we have often really great long term promotions on specific brands, prescription lenses or particular collections. 

    If you're looking for a discount code, we're sending discount codes to our customers in our newsletters. Sometimes, you can spot a code on our Facebook page or banner on our website as well. And for giveaways, check our Instagram. Just keep your eyes open!

  • Can I make VAT free purchase on your website?

    Due to our General Policy, we only sell directly to public . Therefore, we don't accept VAT free purchases.

Kysymykset

  • Is it possible to return the glasses I received?

    Yes, absolutely. Thanks to our 30-days return policy, you shop without any risk.

    In case the product you ordered does not meet your expectations or does not fit your face, you can send it back to us within 30 days after receiving it.

    To see our Return Guide, click here.

  • How do I return my order to you?

    Like everything on eyerim, returns are extremely easy and simple. All you need to do is to carefully wrap your item in the same original packaging and send it back to our following address:

    eyerim - Petra Ptackova
    Markmandsgade 4, 3.th,
    2300 Copenhagen S
    Denmark

    To see our full step-by-step Return Guide, click here.

  • What is your general Return Policy?

    Do you want to return something? No problem!

    • You can return any item for a refund, within 30 days of receiving your original order. 
    • If you would like a different size or colour, please return your unwanted item and place a new order.
    • There's no need to let us know you're returning something, just fill in the return form inside your package and enclose it within your return.
    • We'll refund the price of your returned item by the same way like you paid for your order.
    • We are unable to refund the cost of custom made prescription lenses and therefore returns of such lenses are not possible. For orders with eyeglasses including prescription lenses, we can only refund the cost of the frame.This doesn't apply for lenses with manufacturing defects, such lenses can be returned and also refunded.
    • The goods are your responsibility until they reach our warehouse, so make sure they're packed up properly and can't get damaged on the way!
    • The item must be returned in its original packaging containing the case and all the accessories you received and all the authenticity tags and manufacturer seals must still be attached.
    • In the unlikely event that an item is returned in unsuitable condition or out of the 30-days return policy, we may don't accept the return . 
    • We are not responsible for any items that are returned to us by mistake. If you want them to be returned back to you, we may request to cover the delivery costs.
    • Shipping costs for returning items are covered by customer.
    • Packaging and delivery method you are using must be safe. We are not responsible for products which will be damaged or lost while delivery. In case of neccessary, please, keep the postal receipt.

    To see our Return Guide, click here.

  • How should I fill in the return form?

    It's simple! Just follow the instructions on the form and make sure you write down everything correctly. We’ll need these details to process your return. Once it’s all filled out, put the form together with returning item in your package and send it to our correspondence address.

    Here's a little example how it should be done:
    how to use discount voucher

  • Can I return an item for an exchange instead of a refund?

    We're not able to offer an exchange on returned items and all returned items will be automatically cancelled and refunded.

    If you wish to order a different size, color or a completely different model, all you need to do is to place a new order on our website. 

  • Do you refund delivery charges if I return something?

    You have to bear the cost of returning the product. However, your return costs will be refunded in some circumstances, for example if you receive incorrect or faulty product.

    Unfortunately, we are also unable to refund the cost of parts that are tailor-made according to individual requirements. For prescription glasses ordered with personalized prescription lenses, we can only refund the cost of the frame.

  • Do you refund the cost of prescription lenses?

    Unfortunately, we are also unable to refund the cost of parts that are tailor-made according to individual requirements. For prescription glasses ordered with personalized prescription lenses, we can only refund the cost of the frame.

    If you wish to keep your lenses, we will send your return to our optical lab to detach your prescription lenses professionally and ship it back to you. We, however, strongly advise you not to re-use these lenses with other frames as they are tailor-made for the specific frame and may harm your sight once used with different frame shapes and sizes.

    PLEASE NOTE: We are not able to refund the cost of your prescription lenses once you place your order with us, even in cases when your order has not yet been delivered to you.

  • Have you already received my return?

    Once your return has been received and checked by us, we'll inform you about it via email. The process can take up to 10 working days from the day you have sent it back to us. 

    If possible, make sure to get your postal receipt from post office and keep it safe until your return has been processed. So you can follow its journey and keep a close eye on it until it reaches us.

  • I returned an item and it was incorrectly refunded, what do I do?

    We're really sorry if we made a mistake. Please contact our Customer Service team so we can sort it out for you.

    However, please note that we are unable to refund prescription lenses.

  • What happens if I forgot to include my return note in the package?

    Forgot to include your return note in your parcel? Don’t worry – our Return team will most probably identify your order by your name, so we’ll know the parcel is yours.

    Once your order has been processed and inspected by us, we'll drop you an email to let you know that everything is OK and you can await your refund in the upcoming days.

  • How long does it take to receive my refund?

    We are obliged to initiate your refund within 14 calendar days after you withdraw from your purchase. However, we are not obliged to initiate your refund unless we receive your return or proof of posting.

    Once your refund is initiated it takes 2- 5 working days to see the money back in your bank account. However, this may vary depending on your credit card, account type and on your bank's policy.


  • I received faulty or damaged item, what should I do?

    We are very sorry if that ever happens to you. We do our best to prevent such a situation and we want to sort out any issues with faulty items straightaway.

    As soon as you discover the fault or damage, please contact our Customer Service team with:
    • your order number
    • faulty item's name
    • description of the fault with pictures displaying it

    Once we receive your damaged or faulty product, we will refund your shipping costs and send to you new replacement item or process the refund as quickly as we can.

  • Can I return an item personally?

    At the moment, we are not able to process any personal returns. Please follow our Return Guide and send your return back to us via standard Post or any courier company of your choice.

    We'll drop you an email once our Return team processes your package and inspect your return.

  • How can I apply my 2-years warranty?

    In order to consider whether the defect is applicable for warranty, please provide us with pictures and a description of the defect at contact@eyerim.com and we will get in touch with further instructions. 

    Once your item arrives to us, we will send it to the manufacturer for warranty check. Please note that this process may take up to 30 days.

    If the defect is covered by the warranty*, we will replace it with a flawless piece and ship it to you for free. If you don't want a replacement or the product is not available anymore, we will initiate your full refund. Please note that in case of items we currently don't have in stock, it may take longer until we ship your replacement to you.

    *The warranty covers all manufacturing defects without exception. The warranty does not cover damages to frame or lenses caused by ordinary day-to-day wear and tear (e.g. scratches) and harm arising from product misuse or accident.

  • How can I get a new return note?

    Can’t find your returns note? Don’t worry, you can print a new one here.

    Just follow the instructions on the note, making sure you write down everything correctly. We’ll need these details to process your return. Once it’s all filled out, pop the note in your parcel with the items you are returning.

ASIAKASPALVELU

Asiakaspalvelijamme ovat saavutettavissa joka päivä. Vastaamme viesteihin aina 24 tunnin sisällä.

return address (headquaters):

eyerim - Petra Ptackova
Markmandsgade 4, 3.th,
2300 Copenhagen S
Danmark

registred office:

eyerim s.r.o
Brezová 2055/22
Spišská Nová Ves 
052 01, Slovensko

COMPANY ID: 47 970006
VAT EU: FI29915685

Company registered in the
Commercial Register maintained by
District Court Košice, section Sro,
insert 36601/V.

Product, brands & stock

  • Can you give me more information about your products?

    We try to give you as many useful informations as we can about all products, including:
    • product features
    • detailed description
    • various product pictures
    • how sizing works

    There's a section on each product page just below the image where you can find the details of material, colour and sizing information, such as exact dimensions of the frames.

    There’s also our quick size guide on each product page which can help you to find the best size to fit your face perfectly.

  • How can I search for a specific product or brand on your website?

    Do you exactly know what you're looking for? If so, type it into search bar at the top of the page and click on magnifying glass. Our search bar will help you to find it asap!

    You can also browse by product category using tabs at the top of the page and look for sunglasses, prescription glasses or sport collections only. Just hover over them and you can select the item type you want to see according to gender, brand, frame shape, sport type or stock availability.

    We’ve also got a full list of the brands we offer, so you can browse to see if we’ve got your favourite one. We have over 80 brands and 20.000 of sunglasses, prescription frames and ski goggles available!

    Found what you want? Add it to your shopping basket and when you’re done with shopping, follow the instructions on screen to complete your order.

  • How can I use your Magic Mirror tool?

    Buying the glasses online with our Magic Mirror will change your life. Simply pick your favourite sunglasses or eyeglasses, click on Magic Mirror button in the right bottom corner of the picture, turn on your webcam or just upload any picture of yours and here you go.

    Unfortunately, not all items are available for virtual try-on at the moment. To see the selection of all items available for Magic Mirror, please click here.

    Please remember, our Magic Mirror is not able to identify, which size would fit your face. In this case, our Size Guide may come in handy, right?

  • Do you have a store I can visit?

    We’re all about online at eyerim, so you won’t find us in your local shopping center. 

    We focus our efforts on offering “everything under one roof”. From all the favorites brands like Ray-Ban to handcrafted independent brands, from functional sports frames to limited designer pieces. We bring you hundreds of new items and the latest eyewear collections every week together with news and tips via our blog. 

    You don’t have to worry about opening and closing hours or trying to book an appointment with us. Just browse our website in the comfort of your home and start shopping. 

    We offer free shipping to all EU countries. Thanks to our 30 days return policy, you can shop without risk. All our products are 100% authentic and come with a 2-year warranty.

  • Can I buy a product which is not listed on your website at the moment?

    Our offer is being constantly updated based on availability and stock level at our suppliers and believe us, we don't miss any news. But this also means that many items disappear from our website, especially during the high season and will be replaced by new collections. Fortunately, we work directly with eyewear market leaders and we bring you hundreds of new items, bestsellers and the latest eyewear collections each week. So stay tuned! If you still didn't find the perfect one for you, you may find one very soon!

  • Do you know if temporarily out of stock item will be available again?

    We don't currently have the possibility to let you know if an temporarily unavailable item will be back in stock again. As the collections come and go, many items are seized to be produced at some point and new collections replace them.

    You could look for something similar? All you need to do is choose one of the categories that you're interested in. For example, search for all sunglasses and then narrow down the selection by using our various filters on the left side of our catalogue page. Based on lens colour, frame shape, material or some special features, you may find what you were looking for.

  • Are the glasses you sell authentic?

    Yes, without the slightest doubt.

    All products sold on eyerim are 100% original. Every model is shipped in its original packaging together with all accessories. If it is provided by the manufacturer, certificate of authenticity will also be contained in the package.

    eyerim is an official reseller of Ray-Ban and all other brands listed on our website. We work directly with market leaders in eyewear industry such as Luxottica or Safilo that have been producing brands such as Ray-Ban, Oakley, Prada, Tommy Hilfiger, Michael Kors and many more for decades in Italy. Find out more.

    Moreover, our team has been taking care of people's eyes across the whole Europe for more than 4 years now, offering designer sunglasses and prescription frames of more than 80 world-known brands and this, we believe, would not be possible if we were offering you fake products, right? At eyerim we work hard to deliver 100% satisfaction and we promise nothing but quality, high standard and excellent service to all our shoppers.

  • Will I receive a hard case and cleaning cloth with my glasses?

    Every item that you buy on eyerim is shipped in its original packaging together with all accessories that manufacturer provides. 

    Majority of brands and collections include hard or soft case and cleaning cloth in their original packaging. However, certain items may include a textile pouch, which basically serves as protective case and cleaning cloth at the same time due to its microfibre nature.

    We're not able to determine the colour or type of the case that your glasses will be delivered in. This is determined only by the manufacturer.

  • Where can I find a list of all brands you offer?

    We're proud to offer designer sunglasses, prescription frames and ski goggles of more than 80 world-known brands. You can see a full list of all the brands we stock just by clicking here.


  • Can you tell me if you're getting an item back in stock?

    We don't currently have the facility to let you know when an item is due back in stock. 

    Fast product shipping is important to us and we're always trying to keep the most popular items in our stock for you no matter what. However, if you see an item on our website which is available but not in stock, we will, of course, try to ensure the fastest delivery possible. In this case, estimated delivery time is always calculated on the product page right next to the product picture.

  • Where can I find your size guide?

    We never want to send you glasses that don't fit properly so we have our quick size guides available on all product pages. Just click on the 'Sizes' tab right below the picture and try our size trick with a credit card. As we always mention, for the great majority of people M is the right size. It is very likely it is going to be the correct size for you too.

    There are also other ways how to make sure you're choosing the right size:
    • By checking the size of your current frame you own
    • Measuring your current frame yourself
    • Trying our Magic mirror

    Do you want to know more? Click here. 

  • How do I know the glasses will suit me?

    Knowing just a couple of basic rules makes choosing the right pair both exciting and effortless.

    We offers various search filters to narrow down the selection, but the most important factor to consider is the shape of your face:

    Round faces are usually as wide as they are tall with a rounded jaw line and rounded cheekbones. Cheeks are full and broader than the forehead. We recommend rectangular frames, ideally with strong lines, to visually soften your cheekbones. Half-rim frames are a great choice to visually lengthen your face.

    Squared faces have cheekbones, forehead and jawline of the same width. You should try round frames, oval frames or cat-eye frames that will soften the jaw. If you're looking for a rectangular frame then make sure it has rounded edges.
    If your face is longer than it is wide (you have long forehead, high cheekbones and rounded jaw line), you should try frames with with a maximum lens coverage. Oversize frames are a great choice for you. This will give the illusion of extra face width and will help to break up the length of the face

    Heart shaped faces, also known as triangular shaped faces, are characterized by a wide forehead and small chin. Your choice should be squared frames or rectangular frames to balance your facial features. Round and oval frames also suit this type of face.

    Oval faces have cheekbones a bit broader than the forehead and chin, resembling the shape of an egg. Oval faces are considered to be the perfect shape and should be able to carry most frame styles. You are free to experiment with different shapes. Important factor is the size.

  • What do I need to know if I want to order prescription glasses online?

    There are several basic terms you will come across our website when ordering prescription lenses. Here's a short description of all of them below:

    Sphere (SPH) stands for the prescription power in the diopters. Sphere indicates how much magnifying power your lenses must provide to correct your vision.

    Cylinder (CYL) is the amount of lens power needed to correct your astigmatism. Astigmatism is a condition where your cornea is irregularly shaped causing blurred vision. If no cylinder power is indicated in your eyeglass prescription, you have no astigmatism and you should leave those boxes blank when ordering.

    Axis indicates the degree and direction of your astigmatism. If no cylinder power is indicated in your eyeglass prescription, you have no astigmatism and you should leave those boxes blank when ordering.

    Pupillary distance (PD) is the distance between the centers of your pupils, shown in milimeters. Pupillary distance is used to align lenses over the center of your pupils for perfect clarity. Do you have problem finding your PD value on your eyeglass prescription? Use our PD ruler.


    In case something is not clear to you, please contact our Customer Care team using one of the contact options below, and we'll get back to you as soon as possible.

  • Do the glasses come with a warranty?

    Yes. at eyerim, we offer our own 2-year warranty period for all products.

    Each manufacturer defines warranty in a different way. Some brands are covered for a mere 6 months, while others for up to 24. There are thousands of different conditions, definitions and geographical restrictions. In eyerim, we want to unburden you from dealing with these. That is why we offer our own 2-year warranty period - with no strings attached. All you need to do is to keep is your eyerim invoice (e-mailed or paper version) that you receive after placing order with us. This is your certificate of warranty.

    The warranty covers all manufacturing defects* without exception. The warranty does not cover damages to frame or lenses caused by ordinary day-to-day wear and tear (e.g. scratches) and harm arising from product misuse or accident.

    * Manufacturing defects are flaws arising from the manufacturing process and non-conformance to the manufacturer's standards set for the particular product (defective hinges, discoloring, etc.). Manufacturing defects do not include design defects which are attributable to the product design rather than the manufacturing process.

  • Do you offer a wholesale discount for bulk buying?

    As we're an exclusively online retailer and official reseller of all brands on www.eyerim.com, we sell directly to the public - we therefore don't offer wholesale.

  • Do you offer replacement parts such as temples or lenses on your website?

    All sunglasses, prescription glasses or ski goggles whose original packaging includes any replacement parts will be delivered to you with all advertised accessories. 

    However, on eyerim, we don't sell any replacement parts, such as temples, lenses or nose pads as a separate product.

  • When does my warranty period start?

    If the payment method you selected in your checkout includes any kind of pre-payment method (credit/debit card, Paypal, etc.), your warranty period starts once you place your order.

Returns & Refunds

  • Is it possible to return the glasses I received?

    Yes, absolutely. Thanks to our 30-days return policy, you shop without any risk.

    In case the product you ordered does not meet your expectations or does not fit your face, you can send it back to us within 30 days after receiving it.

    To see our Return Guide, click here.

  • How do I return my order to you?

    Like everything on eyerim, returns are extremely easy and simple. All you need to do is to carefully wrap your item in the same original packaging and send it back to our following address:

    eyerim - Petra Ptackova
    Markmandsgade 4, 3.th,
    2300 Copenhagen S
    Denmark

    To see our full step-by-step Return Guide, click here.

  • What is your general Return Policy?

    Do you want to return something? No problem!

    • You can return any item for a refund, within 30 days of receiving your original order. 
    • If you would like a different size or colour, please return your unwanted item and place a new order.
    • There's no need to let us know you're returning something, just fill in the return form inside your package and enclose it within your return.
    • We'll refund the price of your returned item by the same way like you paid for your order.
    • We are unable to refund the cost of custom made prescription lenses and therefore returns of such lenses are not possible. For orders with eyeglasses including prescription lenses, we can only refund the cost of the frame.This doesn't apply for lenses with manufacturing defects, such lenses can be returned and also refunded.
    • The goods are your responsibility until they reach our warehouse, so make sure they're packed up properly and can't get damaged on the way!
    • The item must be returned in its original packaging containing the case and all the accessories you received and all the authenticity tags and manufacturer seals must still be attached.
    • In the unlikely event that an item is returned in unsuitable condition or out of the 30-days return policy, we may don't accept the return . 
    • We are not responsible for any items that are returned to us by mistake. If you want them to be returned back to you, we may request to cover the delivery costs.
    • Shipping costs for returning items are covered by customer.
    • Packaging and delivery method you are using must be safe. We are not responsible for products which will be damaged or lost while delivery. In case of neccessary, please, keep the postal receipt.

    To see our Return Guide, click here.

  • How should I fill in the return form?

    It's simple! Just follow the instructions on the form and make sure you write down everything correctly. We’ll need these details to process your return. Once it’s all filled out, put the form together with returning item in your package and send it to our correspondence address.

    Here's a little example how it should be done:
    how to use discount voucher

  • Can I return an item for an exchange instead of a refund?

    We're not able to offer an exchange on returned items and all returned items will be automatically cancelled and refunded.

    If you wish to order a different size, color or a completely different model, all you need to do is to place a new order on our website. 

  • Do you refund delivery charges if I return something?

    You have to bear the cost of returning the product. However, your return costs will be refunded in some circumstances, for example if you receive incorrect or faulty product.

    Unfortunately, we are also unable to refund the cost of parts that are tailor-made according to individual requirements. For prescription glasses ordered with personalized prescription lenses, we can only refund the cost of the frame.

  • Do you refund the cost of prescription lenses?

    Unfortunately, we are also unable to refund the cost of parts that are tailor-made according to individual requirements. For prescription glasses ordered with personalized prescription lenses, we can only refund the cost of the frame.

    If you wish to keep your lenses, we will send your return to our optical lab to detach your prescription lenses professionally and ship it back to you. We, however, strongly advise you not to re-use these lenses with other frames as they are tailor-made for the specific frame and may harm your sight once used with different frame shapes and sizes.

    PLEASE NOTE: We are not able to refund the cost of your prescription lenses once you place your order with us, even in cases when your order has not yet been delivered to you.

  • Have you already received my return?

    Once your return has been received and checked by us, we'll inform you about it via email. The process can take up to 10 working days from the day you have sent it back to us. 

    If possible, make sure to get your postal receipt from post office and keep it safe until your return has been processed. So you can follow its journey and keep a close eye on it until it reaches us.

  • I returned an item and it was incorrectly refunded, what do I do?

    We're really sorry if we made a mistake. Please contact our Customer Service team so we can sort it out for you.

    However, please note that we are unable to refund prescription lenses.

  • What happens if I forgot to include my return note in the package?

    Forgot to include your return note in your parcel? Don’t worry – our Return team will most probably identify your order by your name, so we’ll know the parcel is yours.

    Once your order has been processed and inspected by us, we'll drop you an email to let you know that everything is OK and you can await your refund in the upcoming days.

  • How long does it take to receive my refund?

    We are obliged to initiate your refund within 14 calendar days after you withdraw from your purchase. However, we are not obliged to initiate your refund unless we receive your return or proof of posting.

    Once your refund is initiated it takes 2- 5 working days to see the money back in your bank account. However, this may vary depending on your credit card, account type and on your bank's policy.


  • I received faulty or damaged item, what should I do?

    We are very sorry if that ever happens to you. We do our best to prevent such a situation and we want to sort out any issues with faulty items straightaway.

    As soon as you discover the fault or damage, please contact our Customer Service team with:
    • your order number
    • faulty item's name
    • description of the fault with pictures displaying it

    Once we receive your damaged or faulty product, we will refund your shipping costs and send to you new replacement item or process the refund as quickly as we can.

  • Can I return an item personally?

    At the moment, we are not able to process any personal returns. Please follow our Return Guide and send your return back to us via standard Post or any courier company of your choice.

    We'll drop you an email once our Return team processes your package and inspect your return.

  • How can I apply my 2-years warranty?

    In order to consider whether the defect is applicable for warranty, please provide us with pictures and a description of the defect at contact@eyerim.com and we will get in touch with further instructions. 

    Once your item arrives to us, we will send it to the manufacturer for warranty check. Please note that this process may take up to 30 days.

    If the defect is covered by the warranty*, we will replace it with a flawless piece and ship it to you for free. If you don't want a replacement or the product is not available anymore, we will initiate your full refund. Please note that in case of items we currently don't have in stock, it may take longer until we ship your replacement to you.

    *The warranty covers all manufacturing defects without exception. The warranty does not cover damages to frame or lenses caused by ordinary day-to-day wear and tear (e.g. scratches) and harm arising from product misuse or accident.

  • How can I get a new return note?

    Can’t find your returns note? Don’t worry, you can print a new one here.

    Just follow the instructions on the note, making sure you write down everything correctly. We’ll need these details to process your return. Once it’s all filled out, pop the note in your parcel with the items you are returning.

Delivery & Shipping

  • What is the time of delivery?

    We store all most popular items directly in our warehouse to make sure they can always be shipped to you immediately. These products are easily recognizable on the website - they are marked with “In stock” stamp and we ship them within 24 hours.

    The rest of the products is also available, but these products are not in stock and we usually ship them within 11 working days. Estimated delivery time for each product is mentioned on its corresponding product page. 

  • Can I track the delivery of my order?

    Yes, of course! We have reliable international delivery partners across whole Europe and your order is always shipped to you using a trackable service. 

    Once your order is shipped from our warehouse, you will receive a shipping confirmation email together with a tracking code which can be used to keep an eye on your package. Simply click on your tracking link in this email to view current tracking information.

  • My order status is still "processing", when will it be shipped?

    If you log in to your account and the status of your order is showing as 'processing', it means that we're busy getting your order together ready to be sent out.

    In case you order an item which is not in our stock at the moment, this status may show on your order for longer than normal. Your estimated delivery time is on your order confirmation email and it's shown in working days (weekends, holidays excl.)

    Once your order is shipped from our warehouse, you will receive a shipping confirmation email together with a tracking code which you can use to keep a close eye on your package. Simply click on your tracking link on this email to view the up to date tracking information.

  • What should I do if my tracking code is not working?

    With some delivery services it may take 1 - 4 days for tracking information to be activated. 

    If your tracking information hasn't been updated within this period or your package got stuck somewehre, get in touch with our Customer Service team, so that we can help you further.

  • Is shipping really for free?

    Yes, eyerim offers free delivery straight to your doorstep on all products. Shipping is completely free of charge to all EU countries.

    Although, please note that customer covers the shipping costs for returning the item. 

  • Which shipping service do you use?

    We work with reliable international delivery partners across the whole Europe and your order is always shipped to you using a trackable service and, of course, free of charge. 

    Delivery service may vary based on your payment method or country of shopping and it's always specified in your checkout. Within EU, we currently deliver via GLS. 

  • Do you ship internationally?

    Currently we're not able to process any international orders and we ship within EU only. 

  • Can I redirect shipping of my package to a different address?

    According to our general policy we are only able to change the delivery address in case your order has not been shipped yet.  In case your return has already been shipped,If you wish to update your delivery address or contact information at this point, please contact our Customer Service team and let us know your new delivery address.

    If your order has been already shipped, we cannot longer guarantee any changes and we advise you to get in touch with the delivery company which will be delivering your package to you in your country and ask them to redirect your package to the required address.

    Most couriers deliver during working hours and may require a signature on receipt, so we recommend you to provide delivery address where someone will be available to take it over.

  • What happens if I'm not at home when my order arrives?

    Most couriers usually call you or leave a text message with estimated time of their arrival in advance. If you are not at home when your package arrives, you can usually rearrange delivery date and time or pick up your package at the closest Parcelshop.

    Delivery policy varies from courier to courier and country to country, therefore we advise that you follow instructions you may receive from our delivery partner with regards to delivery changes.

  • Can I choose a specific time or date of the delivery?

    It’s not possible to give an exact time and date of when your order will be delivered to you. You’re informed about estimated delivery time of your order at checkout and also in your order confirmation email.

    However, in case you need to postpone the shipment for some reason and your order has not been shipped yet, please contact our Customer Service team and let us know the date when you wish your package would be shipped to you.

    Once your order is shipped from our warehouse, you will receive a shipping confirmation email together with a tracking code which you can use to keep an eye on your package. Simply click on your tracking link on this email to view the up to date tracking information.

  • Can I have my order delivered to my work address?

    We can deliver to both adresses, whether to your home address or your work adddress. Most couriers deliver during common working hours and may require a signature on receipt, so we suggest your order is delivered to an address where someone will be available to accept it.

  • What happens if I don't pick up my package?

    Most couriers usually call you or leave a text message with estimated time of their arrival in advance. If you are not in when your parcel arrives, you can usually rearrange delivery date and time or pick up your package at the closest Parcelshop.

    If you don't manage to collect or pick up your package within required time, it will be automatically shipped back to our warehouse. Don't worry, once it reaches us, you will be informed about it via email and in case you will be still interested, we will reship your order.

    Please note that we can only reship your package once and your order will be automatically cancelled after the second unsuccessful delivery attempt.

Technical

  • How can I sign up for your newsletter?

    If you decide to sign up for our newsletter, there's no chance you will miss any news or our latest deal. 

    The easiest way how to sign up is to go to the bottom of our "Homepage", fill in your e-mail address and that's it - you officialy subscribed for our newsletter. Moreover, if you subscribe here, you will receive a welcome discount.

  • I'm having trouble signing in to my account

    If you get to our login page and you receive a message that says your email address/password is invalid, follow the steps below:

    • Make sure your account has been succesfully created when you tried to register for the first time - you should have received a 'Welcome on eyerim' email from us. If you haven't received this email, it may mean that you mistyped your email address during registration and your account has not been created properly.
    • Note that you don't create an account if you sign up for our newsletter and that it requires a separate registration
    • Double check if you are using the same email address and password you registered with.
    • If you cannot remember your password click on the 'Forgot your password?' link on the login page. Please, enter your email address and we'll send you an email with a link that will allow you to reset your password and create a new one for your account.
    • If after this you still can’t log in, contact our Customer Service team giving as many details as you can about the issue including screen shots of any error message you get and what you’ve done so far to try to resolve it.

  • Do I have to create an account to shop with you?

    No, you don't.

    You always receive every order update from us via e-mail. However, if you do register, then your next purchases will be lightning fast and easy to finish. You can change and edit your addresses anytime, check your past orders, update your account information and save your time during checkout every time you come back.

    Please note, any changes made in your account details will not reflect on your current order, f.e. if you update your delivery address, it will only be applicable for your next order.

  • How can I unsubscribe from your emails/newsletters?

    If you no longer wish to subscribe to our newsletters, you can unsubscribe simply by clicking on the "Unsubscribe" link in one of our newsletters you have received recently. 

    If you change your mind later and want to subscribe again, you can subscribe the same way as you did for the first time. However, you will not receive another welcome discount code.

  • I've forgotten my password, how do I reset it?

    If you've forgotten your password, it's really simple to get back into your account. 

    Head over to our log in page by clicking here or it can be found in the right hand corner of the screen. Click the 'Forgot your password?' link and enter your email address. You'll then receive an email with a link to reset your password.

  • I'm having trouble paying on your website, what should I do?

    We're really sorry if you encounter any problems with payment during your checkout. 

    Please, always make sure that all information that is required in the payment step is correct, such as card number, name, e-mail address, etc. If you're still experiencing problems with a specific payment method, the easiest way how to finish your purchase is to switch to another one from the list if possible.

    If you still cannot pay, contact our Customer Service team giving as much detail as you can about the issue including screen shots of any error message you get and what you’ve done so far.

  • I haven't received order confirmation email, is everything OK?

    If you cannot find your order confirmation in your inbox, follow the steps below:

    • Make sure you check "Spam" or "Promotions" section in your inbox
    • Check if you finished placing your order correctly (successful payment)

    If you still can't find your order confirmation, chances are that you mistyped your email address or your payment was not successfully processed. Please, contact our Customer Service team giving as much detail as you can about the issue and we will try to sort it out for you.

eyerim collection

  • What is the estimated delivery time of eyerim collection prescription glasses?

    Estimated delivery time of eyerim collection prescription glasses is from 12 to 14 business days.

    The prescription lenses will be in the making practically right after you finish your order on eyerim website. When the prescription lenses are done and fitted to your chosen frames, the prescription glasses will be on the way to you. 

  • What does the package of eyerim collection prescription glasses include?

    All eyerim collection prescription glasses ordered at our website will be delivered straight to your hands in original packaging along with all original accesories. Every package consists of sturdy protective case in black colour, black cleaning cloth and prescriptions glasses you've chosen.

  • Is it possible to return eyerim collection prescription glasses?

    Yes, absolutely. Thanks to our 30-day return policy, shopping on eyerim is risk-free.

    In case the product you ordered does not meet your expectations or does not fit your face, you can send it back to us within 30 days after receiving it.

    To see our Return Guide, click here.

  • Price of prescription lenses is included in final price. How will you refund me?

    If you decide to return the eyerim collection prescription glasses, we will make a full refund for the whole glasses. Even if the prescription lenses were custom-made or some additional filters were added to them (Blue-light protection, Photochromatic lenses, etc.). We will refund you with the full sum you paid. Simply, risk-free shopping!

    NOTE: Full refund refers only to eyerim collection prescription glasses. In case you will choose any other brand of glasses with prescription lenses, we will refund you only for the frame you returned, as the custom-made prescription lenses are not refundable according to our Return policy.

  • How can I pay if I order the glasses from eyerim collection?

    To pay for your eyerim collection prescription glasses, you can use any of the following payment methods:

    • Credit/Debit Card
    • PayPal
    • Klarna

    Online payments with eyerim are lightning-fast and we take your security very seriously, therefore your details are safe with us. All transactions are processed through an encrypted payment gateway and we use industry-leading security and fraud prevention systems.

  • Do you issue an invoice if I order the glasses from eyerim collection?

    We attach an invoice to every eyerim order and eyerim collection orders are not different. You can find your invoice in your confirmation email after your order is shipped. 

  • What kind of prescription lenses are included in the price of the frame from eyerim collection?

    Every lens is made of Hard Multi Xtra technology that's packed with high-end lens features. The lenses are:

    • scratch-resistant
    • smudge-proof
    • dust-proof
    • anti-reflective
    • contain UV filter

    All these technologies are included in the price of eyerim collection prescription glasses.

    If all these technologies are not enough, you can add other upgrades: blue light protection, photochromatic (self-tinting) lenses, prescription glasses with sunglass tint or lenses with sunglass tint along with polarisation technology. Please, keep in mind these additional upgrades are not included in the price of eyerim collection glasses.



  • Is it possible to order eyerim collection glasses along with other glasses from eyerim website?

    Of course! It is possible to combine any glasses within one order from our website.

  • Is it possible to order a different size of eyerim collection prescription glasses?

    No, it’s not possible. All products from eyerim collection are made only in one universal size. Such size usually fits perfectly to most people. 

  • How is it possible that the price of eyerim collection prescription glasses is so low?

    Other eyewear retailers go through a quite long process with manufacturers, distributors and other retailers until the prescription glasses reach you. Such process therefore naturally costs more, with all the distribution fees, rents, sales & shipping costs.

    We‘ve cut out the middlemen and that's how you can get quality prescription glasses, just like in other retail stores, for a much lower price.

  • What materials are the eyerim collection prescription glasses made of?

    eyerim collection prescription glasses are made of 4 different materials: acetate, metal, plastic, titanium

    Acetate is made of sustainable sources. It’s lightweight but sturdy, more durable than classic plastic material.
    Metal is a sturdy, durable and malleable, also corrosion-resistant material.
    Plastic material belongs to the affordable and lightweight material family, available in a variety of colours.
    Titanium is an extra durable material. Frames made of titanium are flexible but after bending will return to the original shape.

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