Withdrawal

Index

• Return Policy
• Refund Methods and Timing
• Return Fee
• Return Request Procedure
• Defective or damaged product

Return Policy

Your trust is our priority.

We strongly believe in the value of full customer satisfaction; therefore, if your purchase does not meet your expectations, we offer you the possibility to make a return within thirty (30) days from receipt of the order.

It is important to emphasize that ophthalmic lenses* and sun filters* - customized according to specific needs - are excluded from the possibility of return and refund due to their bespoke nature.

To ensure a smooth refund process, please make sure the product meets the following criteria:

• Intact and unused, complete with all its components, including accessories, and without any signs of use or damage. The security seal must remain intact.
• Returned in its original packaging.
• Reship within 10 days of our consent to the return.

If the return meets all the criteria listed above, we will proceed with the refund.

Otherwise, the return cannot be accepted.

*In accordance with Article 55, paragraph 2, letter c), of the Consumer Code, the right of withdrawal (provided by Legislative Decree 206/2005), cancellation or return is excluded in the case of orders for personalized products.

Refund Methods and Timing

If you return products in accordance with our return policy, you will receive a confirmation email and the refund will be credited to you within approximately six (6) business days from the return.

The refund will be credited back to the same credit card or PayPal account used for the original purchase within one or two billing cycles from the return date depending on the refund policy of the credit card used.

Additional PayPal fees and shipping costs will not be refunded.

Please note:

• Used, damaged items or items without a seal cannot be returned or refunded.
• You can ship with a courier of your choice, but the company cannot be held responsible in case of damage or loss of the package.
  

Return Fee

The return service fee is €18.00 (eighteen euros) for shipments from Italy and €30.00 (thirty euros) for shipments from other countries.

This amount includes the waybill, home pickup, and shipping insurance.

If you prefer to drop off the return at a post office, please kindly contact us at the time of the return request.

Occhiblu Protected Return

With the service Occhiblu Protected Return, available during checkout at the cost of 15 €, you can return your order without incurring additional shipping costs for the return.

If you add the service at the time of purchase, you just need to open a return request from your profile within the terms provided by our return policy. We will take care of creating the shipping label and booking the home pickup via courier.

How it works

1. Add the service Occhiblu Protected Return during checkout at the cost of 15 €.
2. Receive your order and try it with peace of mind.
3. If you wish to make a return within 30 days from delivery, open a return request from your account or contact our customer service.
4. We will arrange the pickup and return shipping at no additional shipping cost to you.

What it includes

✓ Return shipping

✓ Creation of the shipping label

✓ Home pickup booking via courier

✓ Dedicated assistance throughout the procedure

✓ Valid for a single order

What it does not include

The service does not modify or extend the conditions provided by our standard return policy.

Does not cover:

• Products damaged due to improper use.
• Modified or customized products.
• Items excluded from the right of withdrawal under current legislation.
• Returns requested after the 30 days from delivery.

For more information, please consult our Return Policy.

What if I don’t purchase the Protected Return?

You can still request a return according to our standard return policy.

In this case, the shipping costs for the return will be borne by the customer.

Approximately:

• Italy: cost of 18 €
• Rest of the world: we can provide a DHL label with costs generally starting from 30 €, variable depending on the country of origin and the shipping cost. Alternatively, you can use a courier of your choice by following the instructions on our dedicated returns page.

Terms and conditions

• The service is non-refundable once the order is completed and delivered.
• It must be purchased together with the order.
• It cannot be added after the purchase.
• It can be used only once per order.
• It is valid exclusively for the associated order.
• In case of a partial return, the service is still considered used.
• The product refund will follow the timing and methods outlined in Occhiblu's return policy.

Return Request Procedure

If you purchased via login:

1. Accessing the Customer Area: Log in to your customer area on otticaocchiblu.com using your registered account details.
2. Order Management: Navigate to the "Your Orders" section within your profile.
3. Selecting the Item to Return: Locate the order containing the item you wish to return and click on "Return Request" next to the selected product.
4. Return Reason Indication: Select the reason for the return, providing useful details for our team to approve the return.
5. Wait for Return Request Confirmation: once the return request is submitted, you will receive a confirmation email acknowledging receipt by our team and the request for payment of shipping costs.
6. Proceed with payment of the return fee following the provided instructions.
   The return fee will be €18.00 for shipments from Italy or €30.00 for shipments from other countries.
7. Return Instructions: please wait for a further email confirming the return and providing all additional shipping instructions.
8. As soon as our staff receives the package, they will verify the product's integrity and - if eligible - will refund 100% of the product cost directly to your account.
   
   

Please note that acceptance of the return request is subject to strict compliance with the above procedure and proper payment of the return shipping cost. If these conditions are not met, the return cannot be accepted.

 Return an item

If the product value is less than €18 or you purchased as a guest, send your return request to sales@otticaocchiblu.com, indicating the order number and the name and code of the items you wish to return. Our Customer Service will contact you within 48 business hours.

Defective or damaged product

If the product received is defective or damaged, please kindly contact us by email attaching photos of the defect or damage. We will compare them with the images taken of the product before shipment.

If it is confirmed that the product left our store defective, the procedure will be as follows:
We will ask you to open a return request anyway, and once confirmed, you will not have to bear any shipping costs (€18 for Italy and €30 for the rest of the world).
We will provide you with the shipping label for returning the product to the store.

The refund will be issued only after we have received and inspected the product at our store and will also include any shipping costs incurred, if present in the original order.

Please note that customs fees are non-refundable, as they are paid to customs authorities and not to us. Since they are not part of the payment we receive, we cannot process their refund. For any requests, you will need to contact the relevant customs authority directly and open a refund claim (for example, HMRC for the United Kingdom or CBP for the United States).