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 complete customer satisfaction; therefore, if your purchase does not meet your expectations, we offer you the possibility to return it within thirty (30) days from the receipt of the order.

It is important to emphasize that ophthalmic lenses* and sun filters* - customized according to specific requirements - 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.
• Shipped back within 10 days from our approval of the return.

If the return meets all the above criteria, 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 customized 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 to pay 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 remember that:

• Used, damaged items or items without a seal cannot be returned or refunded.
• You may choose your own courier for the shipment, but the company cannot be held responsible in case of damage or loss of the package.
  

Return Fee

The fee for the return service 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.

Return Request Procedure

If you purchased by logging in:

1. Access Your Customer Area: Log in to your customer area on otticaocchiblu.com using your registered account details.
2. Manage Orders: Navigate to the "Your Orders" section within your profile.
3. Select the Item to Return: Find the order containing the item you wish to return and click on "Return Request" next to the selected product.
4. Indicate the Reason for Return: Select the reason why the item is subject to return, providing useful details for the approval of the return by our team.
5. Wait for Return Request Confirmation: once the return request is submitted, you will receive a confirmation email acknowledging receipt by our team. It will also include 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: 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 check 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 correct payment of the return fee. 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, please send your return request to sales@otticaocchiblu.com, indicating the order number and the name and code of the items you want 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 waybill for the product’s return to the store.

The refund will be made only after receiving and verifying 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).