Shipping Info
Customs & Taxes
Lens Replacement
Orders
Payments & Promotions
Prescription Lenses
Product & Authenticity
Returns & Refunds
Shipping
Warranty
Customs & Taxes
Do I have to pay customs duties or import taxes?
For shipments outside the European Union (including the United Kingdom post-Brexit), customs duties, import VAT, or local clearance fees may apply depending on the destination country's regulations. These charges are the responsibility of the recipient.
What happens if customs asks me to pay additional charges?
Customs duties and import taxes are levied by local customs authorities and must be paid by the recipient to clear the shipment.
What happens if I refuse to pay customs duties?
If a shipment is returned to us because customs fees were refused, any return costs or customs charges incurred will be deducted from the refund.
Lens Replacement
Is it possible to replace the lenses in my existing glasses?
Yes, our Reglaze service allows you to fit new lenses into an existing frame. The frame must be in suitable structural condition.
Orders
Can I modify or cancel my order?
Please contact our Customer Service team as soon as possible. We will check whether the request can still be processed, depending on the status of your order and whether it has already been prepared or shipped.
Copy of How can I place an order?
For complete details regarding 'Copy of How can I place an order?', please contact our Customer Service team.
How can I check the status of my order?
You can check your order status through our online contact channels or WhatsApp support. Please note that during the initial Brand Sourcing phase (while your frame is being supplied by the official manufacturer), courier tracking is not yet active. As soon as your parcel is inspected and dispatched from our facility, you will receive an automated shipping confirmation with your active tracking number.
Can I change the delivery address after placing an order?
Please contact our Customer Service team as soon as possible. We will check whether the address can still be changed, depending on the status of the order and shipment.
What happens if the model or color I ordered is no longer available?
If an item unexpectedly becomes unavailable, our Customer Service team will notify you as soon as possible to offer a suitable alternative, provide an estimated availability timeframe, or arrange a full refund.
What happens if my order is delayed by the manufacturer?
In some cases, items may experience delays from the manufacturer or supplier. If this happens, our Customer Service team will keep you informed with updates regarding the status of your order.
Payments & Promotions
What payment methods do you accept?
We accept major credit cards (Visa, Mastercard, American Express), PayPal, Apple Pay, Google Pay, and Klarna for installment payments.
How can I use a discount code?
Enter your promotional code in the designated field during checkout before completing your order.
Can I use more than one discount code on the same order?
Normally, only one discount code can be applied per order unless specifically stated otherwise in a promotion.
Why might my order be cancelled because of a payment issue?
An order may be cancelled if the payment authorization is declined by your bank or payment provider, or if the transaction fails security checks.
Prescription Lenses
What types of prescription lenses are available?
We offer single-vision, progressive/varifocal, office/occupational, photochromic (Transitions®), polarized, and tinted sun lenses. Note: All custom-fitted lenses (prescription or plano) are non-returnable personalized goods.
Can I purchase prescription lenses without buying a new frame?
Yes, through our reglazing service, you can order new prescription or sun lenses to be fitted into your existing frame.
Can I have progressive lenses fitted to my glasses?
Yes, progressive lenses can be fitted to eligible optical frames and sunglasses, provided you submit a valid prescription with required optical measurements.
How do I send my prescription?
You can enter your prescription details during checkout or send a clear copy to our Customer Support team via our online support channels after placing your order.
What lens brands do you use?
We partner with leading optical lens manufacturers (including Essilor, Shamir, and specialist optical labs) to supply high-precision lenses.
How long does it take to prepare glasses with prescription lenses?
Single-vision prescription lenses generally require 7 to 10 business days, while progressive, office, or specialized high-index lenses take approximately 10 to 15 business days. This timeframe covers custom lens manufacturing, precision mounting in Rodenstock-certified labs, and our mandatory double quality control check.
How can I find my pupillary distance (PD)?
Your pupillary distance (PD) is usually measured by your optician during an eye exam. If not listed, you can request it from your optician or measure it using a digital PD tool.
Product & Authenticity
Are all products sold on Giarre.com authentic?
Yes, 100%. Giarre.com works exclusively with official brand manufacturers and authorized network distributors. Our direct Brand Sourcing model guarantees that every frame is 100% authentic, delivered in its original manufacturer packaging with authenticity documentation and microfiber cloth.
Returns & Refunds
Can I return an order if I live outside the European Union?
Eligible standard orders can be returned from outside the European Union. Return shipping costs and any import charges incurred on returned parcels remain the customer's responsibility.
What products cannot be returned?
Under EU Consumer Rights Directive 2011/83/EU (Art. 16c), products made to order or clearly personalized cannot be returned. This includes frames fitted with custom lenses (both prescription lenses and non-prescription plano lenses tailored to a frame) and tailor-made or specially configured frames (such as LINDBERG products).
How can I request a return?
Return or exchange requests must be submitted through our online Return & Exchange form within 14 days of delivery. Items must be unused and returned in original condition with all packaging.
When will I receive my refund?
Once we receive and inspect your returned item, refunds are processed back to your original payment method within a few business days.
What should I do if I receive a damaged or defective product?
Please contact our Customer Service team via our online support channels as soon as you receive the package, providing photos of the item and packaging.
Can I exchange an item for a different model?
Eligible standard items may be exchanged for a different model or color, subject to availability and compliance with our Return Policy.
Can I use my purchase value as credit for a future order?
In eligible cases, you may request to use the value of your returned purchase as store credit for a future order.
Who pays the shipping costs for an exchange?
Unless the exchange is due to a defective or incorrect item sent by us, shipping charges for sending the item back and dispatching the new item are the responsibility of the customer.
Can I return a LINDBERG frame?
LINDBERG frames are individually configured and manufactured upon order in Denmark. Pursuant to EU Directive 2011/83/EU regarding personalized goods, custom-configured LINDBERG products are strictly non-returnable.
Shipping
How can I track my shipment?
Once your order has been shipped from our warehouse in Italy, you will receive an email containing direct tracking information and courier details (including DHL, FedEx, or UPS).
What are the delivery times?
Total fulfillment time consists of two steps: 1. Brand Sourcing & Preparation: Items physically in stock ship in 24/48h. Items sourced upon request from official brand distributors require 7 to 15 business days. 2. Express Delivery: Once dispatched, transit time via express courier (DHL, FedEx, UPS) is 1 to 3 business days depending on destination.
Which countries do you ship to?
We ship to many countries worldwide. Available delivery destinations and applicable options are displayed at checkout.
Which couriers do you use?
We work with major international express couriers (such as DHL, FedEx, and UPS) to ensure fast and reliable delivery.
How much does shipping cost?
Shipping costs vary depending on the destination country, selected shipping method, and order value. Applicable fees are calculated and displayed at checkout.
What happens if the courier cannot deliver my package?
If the courier cannot complete the delivery, they will usually attempt a second delivery or leave the package at a local access point.
What happens if I do not collect my package?
If a package is returned to us because it was not collected or delivery was refused, return shipping costs or administrative charges incurred may be deducted from your refund.
Warranty
Is my purchase covered by a warranty?
Our products are covered by a 24-month manufacturer warranty against manufacturing defects. It does not cover accidental damage, normal wear, or lens scratches.
Didn't find what you were looking for?
Our optical specialists and customer service team are here to assist you with frame measurements, custom prescription lenses, or order inquiries.