FAQ
Are the glasses 100% original?
Yes, all items sold by Otticanet are 100% original.
All glasses are sent with the original case, hard or soft depending on the model and, where provided by the manufacturer, with microfibre, box and any accessories.
Do the glasses have a warranty?
Yes, all our products have a 24 month warranty which covers manufacturing defects and not damage caused by normal use of the item.
To assess whether a defect is covered by the warranty you can send us a photograph of the defect by filling out the appropriate form and sending us your request. Any spare parts not included in the warranty can be supplied for a fee.
Do the glasses come in the original case?
All glasses are sent with the original case, hard or soft depending on the model and, where provided by the manufacturer, with microfibre, box and any accessories.
Is it possible to request a hard case?
The glasses are shipped with the original case provided by the manufacturer. Cases can be hard, semi-hard or soft.
Are the glasses immediately available?
Yes, glasses are generally available immediately, the estimated delivery date is indicated next to each item. If the delivery date is close, it means that the item is in stock and will be shipped the next working day after receiving the order.
If the item you have chosen is not in stock, contact our customer service who will confirm the waiting times.
Can spare parts be ordered?
Yes, it is possible to purchase spare parts such as temples, lenses, nose pads. To find out prices and availability, contact our customer service
Is it possible to order prescription lenses?
It is not possible to order prescription lenses, but only prescription or sun frames.
How do I choose the right size of glasses?
Read our simple guide on the BLOG > https://bit.ly/2ZqxHPI
I would like to be informed about Otticanet promotions and news, what should I do?
Sign up for the newsletter and Otticanet will update you on new collections and the best offers of the moment.
What payment methods do you accept?
Otticanet accepts direct payments by credit cards (Visa, Mastercard and AMEX), Paypal, bank transfer (only for Italy), cash on delivery (only for Italy and for purchases up to €500.00).
It is possible to use Discover and bank transfer (where applicable) by choosing Paypal as the payment method and following the instructions (we remind you that it is not necessary to have a Paypal account to access). We also accept payments with Amazon Pay in Euros for all products except prescription glasses.
Which credit cards do you accept?
Otticanet accepts payments with Visa, Mastercard and AMEX (only in Euros and USD for the latter).
You can use Discover and other cards by choosing Paypal as your payment method and following the instructions (it is not necessary to have a Paypal account to access).
Can I pay with Discover and bank transfer?
Yes, it is possible, by choosing Paypal as your payment method and following the instructions (it is not necessary to have a Paypal account to access).
Is it safe to pay by credit card?
Credit card payments are 100% secure.
The data entered during payment are transferred directly to Banca Sella's secure server, which uses the SSL3 security protocol with 128Bit encryption, the highest security standard with server-side certification, which then transmits them to international authorization circuits.
I can't pay by credit card, what should I do?
If there are no problems related to your credit card, try redoing the order by changing your browser, deleting your history and possibly choosing Paypal as your payment method (we remind you that you can use Paypal even if you don't have an account).
I placed the order but have not received any confirmation, what should I do?
At the end of the order, if you do not receive the order confirmation from Otticanet nor the payment confirmation from the Banca Sella/Paypal circuits, contact us.
The transaction may not have concluded correctly even if you did not receive an error report.
Contact your bank and our customer service .
When is my money taken?
If the payment was made by credit card, the amount is held pending until the goods are shipped, at which time the payment will actually be taken.
In the event of a shipping delay, payment will be taken within 6 days of the purchase date.
If the payment was made with PayPal the amount is instantly withdrawn.
In how many days will I receive the purchased glasses?
If the glasses are available in stock, we will notify you of the parcel's departure within 1 working day.
If the item is not available in our warehouses, you will receive an email reporting the waiting days.
From the moment of shipment, handling times depend on the courier and customs in your country.
Using the tracking number sent at the time of shipment, you will be able to check the progress of the package at any time on the official website of the courier used.
To get an indication of delivery times, visit the dedicated page .
How are shipments made?
Otticanet always ships by courier (Fedex, Ups, Dhl, TNT, Gls), it is not possible to send the package via postal service.
The fastest shipping service is already included in the transport costs: our couriers are reliable and guarantee fast and safe shipments.
The goods are always carefully packaged to protect them from impacts, damage and bad weather.
For any problem with shipping, contact the courier and Otticanet .
Is it possible to send the package as a "gift" or "sample" or indicating a lower value?
Each package is shipped with the relevant invoice necessary for customs checks.
We must always declare the real value of the goods, therefore it is not possible to indicate a lower value on the invoice or mark the goods as a gift or sample.
Is it possible to change the shipping country?
Yes, you can choose the shipping country from the drop-down menu. Our system will automatically update the shipping costs and the price of the glasses (which is subject to VAT for countries belonging to the European Community, while it is not for non-EU countries). However, in case of problems, you can proceed with the order by specifying the correct shipping country in the notes field, which will be changed manually after receiving the order, adapting the shipping costs and the price of the glasses to the corresponding status. We also remind you that the billing and shipping country must match.
I received the tracking number but I can't track the package, what should I do?
Don't worry, the tracking number is sent via email when preparing the shipment, but consider that it will be active in 24/48 hours. Tracking numbers provided on Friday may not be active until Monday evening (Central European time).
Couriers do not deliver on Saturdays, Sundays and public holidays depending on the country.
Is it possible to ship to a post office box?
Otticanet does not ship to post office boxes since the courier requires a signature for delivery of the package.
Is it possible to ship to a military base?
Yes but it is necessary to indicate the physical address of the military base in the foreign country. Shipments will be subject to customs rules dictated by the country of destination.
For information about import duties, contact Fedex customer service in the country of destination or the customs offices.
Is it possible to ship to a Packstation?
Yes, it is possible to ship to a Packstation. You will receive a notification text message from DHL with the unlock code needed to open the door and collect the package. From the moment of receipt of the text message, the package must be collected within 5 days.
Is it possible to ship to a Parcel Locker or Parcel Collect?
At the moment it is not possible to ship to a Parcel Locker or Parcel Collect as our courier does not accept deliveries to this type of address.
Can you deliver without requiring a signature?
The courier always requires a signature for delivery of the goods and cannot leave the package unattended.
For Fedex shipments to the United States only, the recipient can contact customer service and authorize delivery without a signature requirement.
In this case Fedex and Otticanet will not be responsible for any theft, tampering or damage to the goods.
Is it possible to pack the package with gift paper?
We cannot wrap your gift except for active promotions on gift packaging. To find out about our promotions, sign up to our newsletter .
What is the amount of shipping costs and what do they include?
To find out the amount of shipping costs, see the dedicated page . Shipping costs include insurance and transport from Italy to the destination country. Any additional costs relating to duties, customs charges and administrative costs are the responsibility of the recipient.
If I purchase more than one pair of glasses, what is the shipping cost?
Otticanet gives you a gift and locks in the price: if you buy more than one pair of glasses you will only pay one shipping cost.
Are there additional taxes to pay for shipments to Europe?
If you are part of the European Union, the prices displayed on Otticanet already include VAT.
You will NOT have to pay additional amounts for import taxes.
Are there additional taxes to pay for shipments to NON-EU countries?
Yes, if your country is not part of the European Union, the prices displayed on Otticanet do not include European VAT.
At the time of delivery of the package or subsequently, the courier may require you to pay import taxes dictated by the rules in force in your country.
For information about import duties, contact Fedex customer service in your country or the customs offices.
Import duties are the responsibility of the buyer.
Import costs do not depend on Otticanet, but on your country's customs.
What is the amount of customs duties?
Import duties, borne by the buyer, do not depend on Otticanet, but on the customs of the country of destination.
Otticanet does not know the value of the duties, for information about this amount contact Fedex customer service in your country or the customs offices.
Is it possible to return purchased glasses?
Yes, it is possible to return the product received within 30 days of delivery by following our withdrawal rules . First you must fill out our return form and wait for our email with the relevant instructions.
The product must not have been used, must not be damaged or dirty. It must also be returned in the original case and packaging.
Will there be a tax for restocking?
No restocking fee will be applied to returned products.
Who pays the shipping costs to return the goods?
Shipping costs for returned items are borne by the customer.
Can I return the glasses to exchange them for another?
Yes, if all the conditions listed on our withdrawal page are respected, you can choose another model in exchange for the returned glasses. If the new glasses have a lower price, we will refund you the difference. If the new glasses have a higher price, we will ask you to pay the difference. We remind you that shipping costs are all paid by the customer.
Can I return the glasses for a refund?
Yes, if all the conditions listed on our withdrawal page are respected, we will be able to refund the price of the returned glasses. We remind you that shipping costs are all borne by the customer.
After how long will the refund be visible on my account?
The reimbursement times and the visibility of the amount on your account depend on the credit card company and the banks.
For confirmation you can contact our customer service or directly that of our bank ecommerce@sella.it .
How can I file a complaint?
For any problems and complaints relating to the products or the service, send us an e-mail by writing to info@otticanet.it or by filling out the form , we will reply within 24/48 hours starting from the first working day following your request.
We are also at your disposal by telephone on 0039 015 20479.
Our customer service is active from Monday to Friday from h. 8.30 am 7.00 pm and on Saturdays from h. 9.00 to h. 12.00 except during national holidays, office closures will be notified in advance.
I want to return a pair of glasses, do I also have to return the item received for free?
If the free item you received is a cap, cleaning spray, anti-fog spray, or a pack of eyeglass cleaning wipes, you can safely keep the item.
If the free item is a Fossil jewel - bracelet or necklace - it must be returned. If the jewel received as a gift is not sent, the value of the item will be added to the return costs.