FAQ
Sunglasses and eyeglasses
Yes, all items sold by Otticanet are 100% original and come directly from official suppliers. All glasses are sent with the original case which can be rigid, semi-rigid or soft depending on the model. All sunglasses are accompanied by the certificate of safety and quality required by European regulations, printed or via qr code (L.D. No. 46 of 24/02/1997-D.M. No. 180 of 04/05/1998) and, where required, the certificate of authenticity and originality of the product issued by the manufacturer.
Of course. All our products have a 24-month warranty that covers all manufacturing defects. To find out if a defect falls under the warranty you can contact us at info@ottianet.it and attach a photograph and send us your request.
Why do we ask you to provide such information? Because defects due to daily eyewear use are not covered by the warranty, and in order to assess whether your glasses can be replaced, they need to be examined by an expert.
We also remind you that any replacement parts not covered by the warranty can still be provided, but for a fee.
All glasses available in our warehouses are shipped within one business day of receiving your order. Find out the shipping time to your country.
On our website, you will find the estimated delivery date indicated just below the “Add to Cart” button.
Delivery times may vary depending on the model and the supplier, if you want to be sure, before your purchase, that the delivery date indicated on the site is the correct one we suggest you contact our Customer Service.
You can find all our contact information here.
Yes, you can purchase arms, lenses and nose pads. To find out the cost and availability of what you need you can contact our Customer Service Department here.
Read our article and find out how to choose the right size for your glasses. If you need more advice, don't hesitate to contact our customer service team here.
Yes, by signing up for our newsletter, you will immediately receive a discount as a welcome gift. Also, once you sign up, you will receive weekly personalized offers, discounts, previews, and lots of style tips.
And there's more: follow our magazine to stay up-to-date on all the current trends and discover new collections.
You can sign up to our newsletter! You will receive personalized offers, discounts, previews and lots of style tips.
Sunglasses and prescription lenses
Yes, certainly, you will find a lot of useful information in this section. If you are interested in prescription lenses, you can send us an email to info@otticanet.it and we will send you a quote.
In Italy, this service is not yet available. If you subscribe to our newsletter by clicking here you will be the first to know when it becomes active.
They are lenses that allow the correction of only one visual anomaly. They allow you to see well at a given distance either near or far. They are the most popular lenses and are usually chosen to improve vision when reading or for distance vision.
Multifocal or progressive lenses allow correction of multiple visual anomalies and allow you to see both near and far while wearing only one pair of glasses. For this type of lens, it is best to have the necessary measurements and evaluations done directly by an optician. For this reason, we do not recommend buying these lenses online.
Aspheric lenses have a special geometry that makes them thinner than spherical lenses, they improve visual performance due to their curvatures and, an important detail, they do not cause that annoying effect of magnification of the eye, perceived by the subject looking into the eyes of the wearer of these lenses.
Photochromic lenses are lenses that trigger a reversible reaction when exposed to UV rays: they darken when in the presence of the rays - for example, during a walk outdoors - and lighten again when the UV exposure ends - upon entering a building or sun-protected place.
It takes a few seconds to reach the maximum tint, under optimal conditions, outdoors and in full sunlight.
Photochromic lenses are available in three colors: brown, green and gray.
Usually people subject to myopia prefer brown while people subject to hyperopia are more comfortable with gray tint.
They are lenses capable of absorbing light and counteracting the rays that result from its glare on any reflective surface.
They are called polarized because when light collides with a reflective surface it begins to move in a vertical and horizontal direction, and this phenomenon is called polarization. These lenses perform best while driving and are especially good when playing outdoor sports.
Mirroring is a treatment that gives lenses a reflective effect and is applicable to the outer surface of the lenses.
Mirrored lenses reduce the amount of light reaching the eyes significantly, and are particularly suitable for activities that take place in very bright environments. The intensity of the mirroring can be more or less intense, and the color of the mirroring is independent from the base color of the lens you have chosen.
It is that little number that indicates the thinness of the lens. The higher it is, the finer the lens is. In fact, for those who unfortunately have visual abnormalities with high gradations, a high refractive index is recommended to ensure excellent performance and a good aesthetic result.
Of course! As per current regulations, all lenses protect your eyes against UV rays.
This is a special procedure that consists of hardening the surface of the lenses that preserves them from scratches and milder marks from usual daily use.
Anti-reflection is a surface lacquering that can eliminate almost all surface reflections and also all “ghost images,” internal and external.
Anti-reflection is a recommended treatment for everyone.
Blue light is a particular form of electromagnetic radiation found in sunlight, which in its natural state is not as harmful as people think. However, artificially emitted by all digital devices such as smartphones, tablets and computers, it exposes our eyes to potential risks that are best not overlooked. For example, it can lead to excessive dryness, itching, burning and fatigue, as well as affecting the usual sleep-wake cycle and the eyes' tolerance to any form of light. Blue light anti-reflective lenses protect your eyes from these negative effects while improving your visual experience.
Our lenses are supplied by either Synchrony by Carl Zeiss Group or Vision Optics by the Essilor Group. Both companies have decades of experience in the ophthalmic lenses industry and offer the best value for money.
No, the lenses are not refundable. Should you request a frame color change, the lenses can be adapted to the new eyeglass, if the caliber remains the same.
Your eyeglass lenses can be easily cleaned with warm water and mild soap or by using eyeglass sprays found in all optical stores. Products other than these may damage your lenses.
No, we're sorry.
No, we're sorry, but we can send you the invoice that you can use to apply to your insurance company for the reimbursement.
Payment and security
We accept several payment methods to give you maximum flexibility:
- Credit cards: Visa, Mastercard and Amex
- PayPal
- Scalapay (Valid in France and Italy)
- Bank transfer (Valid in Italy only)
- Cash on delivery ( Italy only and for purchases up to 500 €)
The bank transfer is valid in Italy only. We remind you that you will also find them in your order confirmation email.
Here are the bank details.
Star srl
UNICREDIT - IT27 K 02008 05364 000040526525
CAUSE: enter the order number you find in the purchase confirmation email and the name of the person who ordered the products, in case it is different from the holder of the account used for the transfer.
Security first!
For your credit card purchases, we rely on online payment systems that put security in handling transactions first.
You can also rest assured about your data!
In fact, your credit card information is entered only on the Bank's secure server. Sensitive credit card information is therefore never collected or stored on Otticanet's server to fully guarantee the security of the buyer.
Should you need further information you can direct your questions to info@otticanet.it
If there are no problems related to your credit card, try placing your order by changing your browser, clearing your history and optionally choosing Paypal as your payment method. Please note that you can use Paypal without having an account.
If at the completion of your order you do not receive a confirmation either from Otticanet or from the payment circuits please contact us here.
The transaction may not have concluded correctly even if you have not received any error reports.
If you have further concerns please contact your bank.
Shipping time and cost
If the glasses you ordered are in stock, meaning they are in our warehouses, we will send them to you within 1 business day.
On the contrary, if the item is not available, we will send you an email in which you will find the estimated waiting time.
From the moment the package leaves our warehouses, thanks to the tracking number you will receive, you will be able to track the shipment.
Delivery times may vary from country to country, check shipping times here.
Otticanet always ships by courier service - Fedex, Dhl, TNT and Gls. It is not possible to ship the parcel by postal service.
If you experience any problems with the shipping you can contact the courier company or contact us here.
Shipping charges vary from country to country. To find out the amount visit the dedicated page.
Shipping costs include insurance and transportation from Italy to the country of destination. Any additional costs that are inherent to duties, customs charges and administrative fees are the responsibility of the recipient.
Otticanet must always declare the actual value of the goods, so it is not possible to indicate a lower value on the invoice or mark the goods as a gift or sample.
Each package is shipped with the corresponding invoice required for customs inspection.
You will pay one shipping charge for your order.
Are there additional fees to pay for shipping to Europe?
If your country is part of the European Union, the prices you see on Otticanet already include VAT, so you will not have to pay additional amounts for import taxes.
Yes, if your country is not part of the European Union the prices you see on Otticanet do not include European VAT.
The courier company may require you to pay import taxes upon delivering the package. Otticanet is not responsible for these charges and unfortunately we do not know the precise amount. If you would like more information please contact the customs office in your country.
Any customs duties due are on your charge.
For customers in Australia, New Zealand, and Norway VAT is included in the price of all eyewear regardless of value. Duties and handling fees are not included and are on the Customer's charge. They will be collected when expected directly by the Courier upon delivery.
Yes, you can choose the shipping nation from the drop-down menu. Automatically the shipping costs and the price of the glasses (which might be subject to VAT) will update.
The tracking number is emailed when the shipment is prepared, but will be active in 24/48 hours. Shipment numbers provided on Friday may not be active until Monday evening (Central European time). Couriers, depending on the country, usually do not deliver on Saturdays, Sundays, and holidays.
Yes of course, however you must provide the physical address of the military base in the foreign country and please note that shipments remain subject to customs regulations dictated by the country of destination. If you would like information regarding import duties contact the customs authority or FedEx or Dhl customer service in your country.
Absolutely! You will receive a notification sms from Dhl with the unlock code needed to open the door and pick up the package. From the time you receive the sms, the package must be picked up within 5 days.
At the moment it is not possible.
To ensure safe delivery, we recommend that you provide an address where the courier can deliver the parcel directly to you or someone you trust. So make sure there is someone available to pick it up at the time of delivery.
No, unfortunately it is not possible at this time. To stay up-to-date on all the latest from Otticanet, sign up for our newsletter here.
Returns and refunds
Yes you can return the product you received within 30 days of delivery by following our return policy.
The item must not have been used, damaged and must not be dirty. It must also be returned in its original case and packaging and complete with all accessories, if any.
For more information on returns, please visit our returns page here.
No, no restocking fees will be charged on returned products.
Customers are responsible for the shipping costs of items.
If you mistakenly received an item that is different from what you had ordered, Otticanet will pay the shipping costs.
Yes, if all the conditions listed on our return page are met, you can choose another model in exchange for the returned eyeglass.
If the new glasses have a lower price, we will refund the difference.
If the new glasses have a higher price, we will ask you to pay the difference. Please note that shipping costs remain your responsibility.
Yes, if all the conditions listed on our return page are met, we can refund the price of the returned glasses.
Refunds will be made within 6 days of receiving the merchandise and the amount will be credited back to you using the same payment method selected at the time of purchase.
For any problems and complaints related to the products or services, please send us an email by writing to info@otticanet.it or fill out the form, we will reply within 24/48 hours starting from the first business day after your request.
We are also available to you by phone at 0039 015 20479.
Our customer service is active (Italy time zone) Monday to Friday from 8.30 am to 7.00 pm and on Saturdays from 9.00 am to 12.00 pm except during national holidays.
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Contact and forms
You can contact us by filling out the form here, by email at info@otticanet.it or by calling +39 015 20479
Our customer service is available Monday through Friday from 8.30 a.m. to 7 p.m. and on Saturdays from 9 a.m. to 12 p.m. (Central European Timetable) except during national holidays, office closures will be notified in advance.