FAQs
Orders and Shipping
1. What are the delivery times for the products?
Shipping times vary based on your location. You can find full details on our Shipping Policy page and on each product page. Links are available in the footer of the site.
2. Which countries do you ship to?
We ship worldwide. Availability and shipping times depend on the product. You can find specific information directly on the product page. Our store is located in Italy, we guarantee fast and reliable deliveries.
3. Is shipping free?
Yes, we offer free shipping when you reach certain order thresholds: in Italy it is free for orders over €99.90, in the European Union for orders over €149.90, and in the rest of the world for orders over €299.90.
If you do not reach the threshold, standard rates apply: €9.90 in Italy (delivery in 2-6 days), €19.90 in the EU (shipping in 24/48 hours), and €49.90 for the rest of the world.
The threshold is calculated automatically at checkout, no need to enter discount codes.
4. How can I track my order?
As soon as your order is processed, you will receive an email with a link to track your shipment in real time.
Payments and Discounts
1. Do you offer promotions or a loyalty program?
Sign up to our newsletter to receive exclusive discounts and reserved offers. Our loyalty program will be introduced soon and will be available to all customers.
2. What payment methods do you accept?
We accept Visa , MasterCard , American Express , PayPal , Apple Pay , Google Pay , Klarna (where available) and also crypto payments.
Refunds
1. What is your return policy?
We offer free returns on all sunglasses and eyeglasses, provided that the conditions indicated in our Return Policy page, accessible from the footer of the site, are respected. For contact lenses, returns are free only in the case of a defective product or shipping error. In all other cases, the return shipping costs are paid by the customer. Returns must be made within 14 days of the delivery date.
2. How can I request a return?
To initiate a return procedure, contact us via email at assistenzaclienti@occhialerialucana.com indicating the order number and the reason for the return. Once approved, you will receive the instructions for the return.
3. When will I receive my refund?
Once we receive and inspect the returned product, we will process the refund within 5–7 business days on the same payment method used for the purchase, unless otherwise indicated by you. Alternatively, you can choose to replace the item.
Account & Support
1. Do I need to create an account to place an order?
No, you can complete the purchase as a guest. However, creating an account allows you to track orders, manage any subscriptions, and receive exclusive offers.
2. How can I contact customer service?
Our virtual assistant is available 24/7 to answer the most frequently asked questions. If you need personalized assistance, you can write to us at assistenzaclienti@occhialerialucana.com or use the live chat on the site during service hours.