We’re here to assist you with any questions about your shopping experience.
Pick a topic to find answers or contact our team for support.
- Product Information
- New Order Creation
- Shipping and Delivery
- Free Shipping Conditions
- Dispatch and Tracking
- International Shipping & Customs
- Order Status and Modifications
- Return Policy and Time Limits
- Return Shipping Costs
- Refund Timing and Methods
- Exchanges
- Warranty Request
- Payments
- Subscription to THE VAULT™
- Privacy and Data Protection
- Other Requests
For other requests, fill the form below or contact us via chat.
Frequently Asked Questions
How can I place an order?
Shopping on SUNGLASSESANDFRAMES.COM is simple and intuitive.
You can explore new trends and designers through our navigation menu, our Magazine, or by using the search bar at the top of the page.
To make a purchase:
- From the product page, select your preferred color.
- Click Add to Bag to include the item in your cart.
- Once ready, click Checkout.
- Enter your personal details, choose shipping and payment methods, and confirm your order.
- You’ll receive an order confirmation email with your details and tracking number.
Please note: If you’re paying by credit card, you may be asked to authorize payment through an OTP.
When will I get my order?
We will work quickly to ship your order as soon as possible. Once your order is shipped, you will receive an email with further information. Delivery times vary depending on your location.
How much does shipping cost?
Shipping is express and calculated based on your location. You will always know the shipping price before you purchase.
If your order is over €500 / $500, or if you sign up to THE VAULT™, shipping is free.
Are there any customs duties or import fees?
No, there are no customs duties or import fees for orders shipped within the European Union.
All our products are dispatched from Italy, so shipments within Europe move freely without additional charges at delivery.
Where are you located?
We are based in Italy, and all orders are shipped directly from our Italian warehouse.
This ensures fast, reliable delivery and the highest standards of quality control before dispatch.
Am I buying authentic items?
At SUNGLASSESANDFRAMES.COM, we stock only authentic, brand-new eyewear.
Each product comes with a certificate of authenticity and a 2-year warranty covering manufacturing defects. Please note that damage caused by improper use or accidents is not covered.
If you experience an issue, contact our Customer Service with your order details and photos of the item.
Which payment methods do you accept?
We accept payments via credit and debit cards (American Express, Maestro, Mastercard, Visa), PayPal, Apple Pay, Google Pay, Shop Pay, Bancontact, and iDeal.
If your credit card is authorized, payment will be taken immediately.
Otherwise, you will receive an email to resolve the issue.
Can I change or cancel my order?
If you notice a mistake or need to cancel your order, please contact us immediately through our chat or contact form. Changes and cancellations can only be made before shipment.
What should I do if I receive a wrong or faulty item?
If you receive a wrong or faulty item, please contact our Customer Service.
We’ll arrange a replacement or refund as quickly as possible.
Where can I find the product measurements?
You can find all product measurements (lens width, bridge width, and temple length) on each product page. If you’re unsure about sizing, feel free to contact our team — we’ll be happy to help you choose the perfect fit.