you've got questions, we've got answers

eye-oo.com was founded by Eyeoo S.r.l. in Bologna, Italy in 2020. eye-oo is an online platform showcasing a divergent selection of trending eyewear, from luxury designer brands to unique independent designers. It is the premier destination for purchasing eyewear online, offering international shipping to ensure a seamless shopping experience no matter where you are.

Yes, all eyeglasses and sunglasses sold on eye-oo.com are authentic.

All eyeglasses and sunglasses are shipped with their original packaging. That come with all the accessories as provided by the manufacturer, such as the original case, a branded cleaning cloth, and often an authentication card. Please bear in mind that each brand presents themself differently and not all our brands provide a card [some provide booklets, leaflets or tags].

Eye-oo Srl is an authorized reseller for the brands featured on eye-oo.com.

eye-oo offers a wide catalogue collection, featuring classic bestsellers like Oliver Peoples, Oakley, and Ray-Ban, alongside a diverse selection of the latest styles from leading fashion designers and brands such as Bottega Veneta, Gucci, Saint Laurent, Cartier, Jacques Marie Mage, and many more. By visiting our brand page, you’ll discover over 50 of the top creators of sunglasses and optical frames available on the market today.

Everybody has a different face shape and it is an important factor when selecting a pair of eyeglasses or sunglasses.

On every product page, you will find a size chart under the Size and Fit section. It includes the item’s measurements along with a Suggested Face Shape section that demonstrates the best face types for that product.

If you would like to try on a frame, you can purchase them and get them delivered to you so you can try them on in the comfort of your home. If you don’t like your frames you have 14 days to return them with the original packaging and in pristine condition. 

Yes, it is possible to Try On glasses or sunglasses if you are living or traveling to Italy.

We are affiliated with more than 30 optical stores throughout Italy and can organize an appointment for you. Under every item you will find a ‘TRY ON’ button which you must click. A new page will open and you need to select a store and provide your contact information.

For more information, please view our Store Locator

You can create a new account on the My Account page located in the upper right corner of the homepage menu. You will need to fill out a form and provide the following information: first name, last name, and email address.

Click here to create your Account

Please note that your personal information is confidential and will not be sent with third parties.
To know more about how we treat your personal data please view our Privacy Policy

If you forgot your password you must click on My Account located in the top right corner of the homepage menu. A new page will appear and you will need to click on Forgot Your Password and provide the email address registered to your account.

We will send an email to reset your password and you will be able to create a new one following the instructions.

If the problem persists, please Contact Us

No, you don’t need to create an Account; you’re welcome to check out as a Guest. However, creating an account allows you to save your preferences, making your future shopping experience on eye-oo.com quicker and more convenient.

If we notice a problem with your e-mail or shipping address, we contact you immediately to get the correct information. It is also used to send you tracking information.
If would like to know how we treat your information, please view our Privacy Policy.

We'd love to hear from you! Please send a message using the Contact Form located on the Contact Us page. We'll get back to you as soon as we can! You can also use our live chat, where qualified operators are ready to assist you, or contact us by phone or via WhatsApp.

eye-oo reflects the actual availability of items in our inventory. If a model is no longer available, it means that it is sold out.

We recommend that you fill out the Notify Me form located on the product page with your name, e-mail address, phone number and inquiry. An eye-oo specialist will verify if the item is being restocked or if it can be ordered for you.

If you are interested in a new eyeglass or sunglass model by a brand that we carry but it is not yet listed on our website, we may be able to pre-order it for you. Reach out to us via our live chat, where qualified operators are ready to assist you, or contact us by email or via WhatsApp.

At eye-oo it is possible to pre-order items that are expected to be available for shipment in the coming months. The expected lead time indicated is the confirmed date provided to eye-oo by the supplier. Pre-order items are dispatched as soon as they are available.

Someone from Customer Care will send you a quote. As soon as you place your order, eye-oo will reserve a pair for you.

Kindly note that eye-oo cannot be held responsible for any changes to the delivery date, cancellations, or modifications of pre-order items due to supplier production updates. Should a pre-order item become unavailable, rest assured that we will promptly refund the full amount to your original payment method.

It may be possible to add your prescription to an eyeglass on our website. To learn how to buy prescription glasses at eye-oo.com please visit our Guide to Buying Prescription Lenses or fill out our Contact Form

Yes! If you sign up to our newsletter you will receive 15% off your first purchase, obtain invitations to private sales, and get early access to seasonal sales along with VIP sale discounts.

To enjoy eye-oo's special offers, please Sign Up Here

Customers who have received a promo code for eye-oo.com either by newsletter, through social networks or on approved promotional websites, may enter this code during checkout. 

Our promotions are available for a limited time and cannot be combined with other offers or applied to excluded brands. Please note that eye-oo may adjust or conclude promotions, or update their terms and conditions, at any time

You can choose any one of the following payment options:

• Credit Card / Debit Card (American Express, Mastercard, Visa)
• Apple Pay, Google, PayPal, ShopPayBank
• Wire Transfer
• Klarna (may not be available in all countries)

To view all accepted payment options, please visit the page Payments

eye-oo.com accepts payments from PayPal accounts and reserves the right to process orders only if dispatched to the same address that the verified PayPal account is registered with. If you have any questions, please Contact Us!

Answer

It is possible to pay in United States Dollars. While navigating eye-oo.com you will be asked to confirm your location. Only applicable for users based in the United States. Invoices are quoted in euros (€).

All transactions are processed through a secure server, guaranteeing customers on eye-oo.com maximum Credit Card security. We do not store or record your credit card numbers or details, as these are securely handled by trusted payment gateways using advanced encryption technology.

After you place your order and your payment has been pre-approved, a confirmation email will be sent automatically.
If you do not receive a confirmation email within 5 minutes, please check your spam folder or email us at customerservice@eye-oo.com

If you made a mistake with your order, for example if you gave an incorrect phone number or shipping address, get in touch with us immediately.
Send us the correct information you wish to modify to the following email: customerservice@eye-oo.com

If the order has not been fulfilled and the item you are interested in is available, it may be possible to add an additional item to your order.

If the order has already been fulfilled, you will need to place a separate order and it will be dispatched separately.
For more information, please Contact Us!

You will receive an email at the address you provided to inform you that your item is on backorder. An eye-oo specialist will ask you how you would like to proceed with your order.

Although we try our best to maintain 100% accuracy with our inventory, there are rare occasions where we experience an inventory error. In most instances the item ordered is usually out-of-stock and not available to order.

If your order was canceled you will receive an email notification confirming that the payment was voided and that you were not charged.

If you do not see the Order Cancellation Email, please Contact Us!

Only orders that have not been processed can be canceled.

To request an order cancellation please contact us immediately with your Order Number identified in your Order Confirmation and your phone number.

For more information, contact our customer service at the following email: customerservice@eye-oo.com

Yes, eye-oo does ship optical frames and sunglasses worldwide using DHL and FedEx.

The method and cost of shipping varies depending on the selected Shipping Country. Shipping rates will be calculated during checkout.

Click here to see our Shipping Rates.

Delivery varies based on your location and any special holidays.

Asia and the Middle East: 2 - 3 business days
European Union & its territories: 1 - 2 business days
United Kingdom: 1 - 2 business days
United States: 2 - 3 business days

We do not ship on Saturday or Sunday.

At eye-oo we take all possible measures to ensure that your glasses will reach you as soon as possible. While there is no option to speed this process up, we can of course assure you that your order will reach you within the shortest time possible.

eye-oo cannot be held responsible for delays in shipments caused by weather conditions, international customs issues or any other circumstances beyond eye-oo’s control.

Please note, DHL does not make deliveries or pick-ups on the following Italian holidays:

- January 1
- January 6
- Easter and Easter Monday
- April 25
- May 1
- June 2
- August 15
- November 1
- December 8
- December 25
- December 26

eye-oo processes your order as fast as possible.

If the product is available and comes from our own warehouse, the items will be shipped within 1-2 business days following the order’s completion. Delivery can take longer if the item such as a pre-order comes from the manufacturer’s warehouse.

Processing times may take longer during sales, special promotions or important holidays.
If you have any questions, Contact Us!

Yes it is possible to change the shipping address if the order has not been fulfilled. For assistance, please contact us at customerservice@eye-oo.com

After your order has been fulfilled, you will receive a tracking number by email. The tracking page will always show the current status of your order. If you have any questions or have misplaced your tracking number, don’t hesitate to Contact Us!

If your parcel does not arrive, you have 5 (five) business days from the receipt of the shipment confirmation email to notify eye-oo.com that you have not received your item, otherwise we cannot be responsible for lost shipments.

If your parcel arrives and there are items missing, you must keep the packaging so that we can establish what transpired.

Any dispute regarding incorrect items, missing items, or delivery to the wrong address must be communicated to eye-oo immediately, otherwise your claim will not be accepted. eye-oo reserves the right to request photographic support regarding incorrect merchandise before authorizing a return for a full reimbursement. Failure to notify eye-oo within a reasonable amount of time will result in the claim not being accepted.

For more information, please Contact Us

Upon order delivery, customers are required to carefully inspect the parcel BEFORE signing as proof of delivery. Should for whatever reason the eye-oo parcel look tampered with, customers are requested to either sign for the package with reservation or refuse the delivery.

Any dispute regarding a damaged parcel must be communicated to eye-oo immediately, otherwise your claim will not be accepted. eye-oo reserves the right to request photographic support regarding the damage so that we can establish what transpired. Failure to notify eye-oo within a reasonable amount of time will result in the claim not being accepted.
In such scenario, we urge you to open a claim with DHL and email us immediately at customerservice@eye-oo.com

When a reception desk or a concierge is available at the delivery address, the courier shall be entitled to deliver the package to the staff in attendance.
However, in the event that the delivery of the parcel has been accepted and signed by an unknown party, customers are requested to open a claim with DHL.

We also urge customers to Contact Us immediately.

Failure to notify eye-oo within a reasonable amount of time will result in the claim not being accepted.

We hope you enjoy every order from eye-oo.com, but if something is not quite as you expected, you have 14 days to return or exchange your item. For complete details, review our Return Policy.

The validity of the 14 day return warranty starts the day you receive the order according to the courier’s delivery date. If for any reason you are not satisfied with an order, you must first contact eye-oo for authorization and for instructions to return the item(s).

eye-oo reserves the right to refuse returns that are unauthorized and/or not sent in accordance with our Return Policy.

To initiate your return request, please contact our customer support team either by phone or email. They will guide you through the process and provide you with a DHL return label for your convenience. Any article returned without our authorization or without our provided return label will be ineligible for a refund.

Goods must be shipped back to us within 10 days of receiving the return label. Please ensure that you promptly return the item to avoid any delays in processing your refund.

To qualify for a refund, the returned goods must be unworn and in perfect condition, with all accessories and original packaging intact. We will not be able to refund any goods that do not meet these criteria. Please note that the responsibility of the item to be returned is yours until it reaches us.
To learn more about returning your item, please read our Return Policy

Please note that we charge a small fee for returns, based on your destination.

You can find the cost for your return written in our Return Policy.

Refunds will be processed as soon as returned items have been checked and accepted by eye-oo.

For orders paid by credit card, the refunded amount will be available to clients in roughly 14 business days and within their next billing statement. Processing time may vary depending on the credit card company.

Orders paid by PayPal or Bank Wire Transfer will be refunded to the original account and may take up to 7 business days.

To learn more, please view our Refund Policy

To qualify for a refund, the returned goods must be unworn and in perfect condition, with all accessories and original packaging intact. We will not be able to refund any goods that do not meet these criteria. Please note that the responsibility of the item to be returned is yours until it reaches us.

Customized frames, including those with prescription and non-prescription lenses, are generally not eligible for a refund unless they are defective or do not match the prescription provided. In the event of a defect or a prescription mismatch, please contact our customer service immediately for assistance.

To learn more, please view our Refund Policy

We hope you enjoy your experience on eye-oo.com! If you want to stay up to date with the latest arrivals, unique styling tips and eyewear trends, follow our official pages listed below:
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