Refund policy

Welcome to eye-oo.com

At eye-oo, we strive to ensure your satisfaction with every purchase. If, for any reason, you are unsatisfied, we have a straightforward return policy in place to facilitate the process. Please take a moment to review our Return and Refund Policy:

Return Period
You have a 14-day return window from the date of receiving your order to initiate a return. The cooling off period, during which you may exercise your right to cancel and return the product, ends 14 days after the day on which you or a person designated by you, other than the delivery carrier, takes physical possession of the ordered product. In the case of several products ordered in the same order but delivered separately, the 14-day period starts from the day on which you physically take possession of the last item delivered.

Initiate Your Return
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.

Restocking Fee
Please note that we apply a Restocking Fee for return management, the cost of which varies depending on the delivery zone of your order:

Italy: €8
European Union: €15
Albania, Bosnia & Herzegovina, Gibraltar, Iceland, Isle of Man, Israel, Kosovo, Liechtenstein Moldova, Montenegro, Norway, Switzerland, United Kingdom & United States: €20
Rest of the World: €45

Conversion to other currencies will be processed based on the exchange rate applicable at the time of the return request, as determined by the European Central Bank.

Return Authorization and Label
To ensure a smooth return process, please obtain authorization from our customer support team before shipping the item back. Any article returned without our authorization or without our provided return label will be ineligible for a refund.

Return Timeframe
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.

Return Shipping Address:

Eyeoo Srl
via De’ Musei, 4
40124 Bologna (BO)
Italy

This address is pre-filled on the return label and the documents you will receive.

Condition of Returned Goods
To qualify for a refund, the returned goods must be unworn and in perfect condition, with all accessories and original packaging intact. To be refunded, products must be returned clean, unworn, and with their security tag still on. 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.   For more information on the right of return and refund, we invite you to review our Terms of Service.

Refund Process
Once we receive and inspect the returned item, we will initiate the refund process. The cost of the glasses will be refunded to you, minus the administration fee. Please note that shipping costs and any incurred taxes are non-refundable. The refund processing time may vary depending on your payment provider's policies.

Exclusions
Unfortunately, sale items are non-returnable and cannot be refunded. Customized frames, including those with 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.

Faulty Items
All items are quality controlled before being shipped. In the unlikely event that you receive a faulty item, please contact us immediately, and we will assist you in resolving the issue.

For further information or any shipping-related inquiries, please don't hesitate to contact our dedicated customer service team at customerservice@eye-oo.com.

We appreciate your understanding and cooperation.
Thank you for choosing eye-oo.

Last updated: 07 November 2023