Shipping and returns
What is the time of delivery?
eyerim stores all the most popular items directly in its transshipment center to make sure they are always shipped within 24 hours at the latest. These products are easily recognizable on the website - they are marked with “In stock” stamp.
The rest is usually shipped within 10 working days. Estimated delivery time for each product is mentioned on its corresponding product page.
NOTE: For limited collections and seasonal items, this may take longer, but don’t worry - if the waiting time is about to be prolonged for some reason, we will let you know in advance, so nothing surprises you.
Is shipping really for free? Do you ship internationally?
Yes. eyerim offers free delivery straight to your doorstep on all products.
Shipping is completely free of charge to all EU countries.
If you are located somewhere else, just write us an email at firstname.lastname@example.org and we will certainly find the cheapest way how to get your item to you. In this case, any import taxes levied by the customs of your country will have to be borne by you.
Can I track my order?
Once your order is shipped, you will receive a shipping confirmation email together with a tracking code which you can use to keep a close eye on your package.
Before that, you can check the current status of your order by logging into your account at any time.
Which shipping service do you use?
Your item will be delivered directly to your hands by GLS, our reliable international delivery partner.
Not sure whether you will be available at the provided address during the day of delivery? No problem. In case of complications, the courier will give you a call and make sure the item gets to you safely.
Is it possible to return the glasses I received?
Yes, absolutely. Thanks to our 30-day return policy, you shop without 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.
If you wish to exchange your product for another one let us know. Unfortunately we do not offer replacement within the same order, however, we will happily order a new product for you. The only thing you need to do is to place a new order on our website with the replacement product. Once your return is processed we will initiate your refund and ship your replacement to you as soon as possible. Please note that estimated delivery time provided on the website applies to exchange orders as well.
In case you don't wish to order another product, our team will start processing your refund immediately after the return product is delivered back to us and quality checked.
Please, see the instructions and conditions for returning an item to us in the section below.
How do I return an item?
Like everything on eyerim, returns are extremely easy and simple.
All you need to do is to carefully wrap your item, ideally in the same packaging you have received it in, and send it back to us:
eyerim - FHB Group
Mlynske luhy 29
821 05 Bratislava
Please, notify us at email@example.com and let us know the reason, so we can learn and improve. Do not forget to mention your order number.
Every item is thoroughly inspected on arrival. Unfortunately, we will not be able to accept your return if the following criteria are not met:
- The item must be in unused and unworn condition
- The item cannot be damaged (the lenses and the frame cannot be scratched or show marks of wear and tear)
- The item must be returned in its original packaging containing the case and all the accessories you received
- All the authenticity tags and manufacturer seals must still be attached
- Packaging and delivery method you are using must be safe. eyerim does not accept liability for products that are damaged or lost on their way back to us. Please, keep the certificate of posting.
NOTE: You have to bear the cost of returning the product. However, in case you would like to have the item exchanged, we will ship the replacement free of charge.
NOTE: Unfortunately, we are 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.
How long does it take to see the refund on my account?
Once your return is inspected and processed in our warehouse we will notify you via email and initiate your full refund - whole process usually takes up to 14 days. Once your refund is initiated it takes 2- 5 business days to see the money back in your bank account. However, this may vary depending on your credit card company, account type and on your bank's policy.
I received a faulty or damaged item.
We are very sorry if that ever happens to you.
We do our best to prevent such a situation. All products are carefully inspected before they are shipped to our customers. Unfortunately, eyerim does not have control over what happens during shipping.
Please, take a picture of the damaged item and send it to us at firstname.lastname@example.org within 3 days upon receiving a package. We will immediately send a replacement pair to you.
In the meantime, carefully wrap the item, ideally in the same packaging you have received it in, and send it back to us (see instructions above). We will refund the cost of shipping.