Orders
Information about your order
Once you have placed your order on occhiohouse.com, you will receive confirmation e-mail to the address supplied. If we are unable to fulfill your order for any reason, we will contact you and send you a refund via wire transfer or PayPal. In the case of necessary alternative arrangements, our Customer
Service team will get in touch to guarantee you receive your refund at the earliest possible
time.
Prices
The prices displayed at occhiohouse.com include import duties and taxes. Occhio House reserves the right to change the price of any product on the website without prior notice. Variations won’t apply on orders that have already been confirmed.
Manufacturer warranty
Occhio House abides by the statutory Cypriot guarantee regulations according to which alldefective products are covered by the manufacturer warranty for two years. Such warranty does not cover damage caused by misuse. If the item you have received is defective, please contact our customer service team promptly for assistance.
Delivery
Shipping information
Occhio House offers free international shipping via UPS. Occhio House aims to dispatch glasses daily but in any event within 48hrs of receipt of payment Prices include import duties and taxes. No additional costs will be charged at delivery. This does not include shipping prices on contact lenses.
All items are carefully packaged inside the official Occhio House box, together with their official packaging. Inside the box you will also find our complimentary Care Kit, including a mini screwdriver to tighten or replace the screws and a cloth to clean the lenses without scratching them.
Delivery times
Delivery times vary depending on the item and are always displayed on each product page. Once you have placed your order, you will receive a confirmation e-mail including the expected delivery details.
We will also send you the link and tracking number to follow the shipment at any time. Ready-to-ship products are usually delivered within 3 business days to Cyprus and within 5/7 business days to other countries. Other items may take up to 15 business days. If you make an order after 12:00 PM (CET), on Saturday and Sunday, or during national
holidays, it will be processed on the next business day.
Our Customer Service team will notify you promptly regarding any unexpected delays.
Delivery times for prescription lenses
Requesting prescription lenses takes 3 to 6 days (depending on the prescription and any extra treatments, such as blue light filter), which is in addition to the shipping time of the frame.
Payments
Credit card
You can pay by Visa, Mastercard, American Express, Diners & Discovery and China UnionPay through our secure encrypted system. Payment will be taken as soon as your order is confirmed.
PayPal
When paying by PayPal, please make sure that there are enough funds to cover your purchase.
We reserve the right to check the validity of your account and billing address before shipping your order. You can also choose to pay by instalments with Paypal, with zero interest and at no extra cost. This method is free of charge. PayPal will not share the details of your credit card or bank account with Occhio House.
Coupon codes
If you have a coupon code, you can enter it before proceeding to checkout. Unless specified, coupon codes cannot be combined with other ongoing promotions or offers.
Returns
Return policy
You can return any item from occhiohouse.com within 7 days of delivery. To be refunded, products must be returned clean, unworn, and with their security tag still on. We will provide a full refund within 14 days of you receiving our confirmation return e-mail.
How to return items You can send your return requests to shop@occhiohouse.com providing the following information:
- Your order number
- Your preferred option (refund or replacement
- The name and code of the items you wish to return or replace
- The name and code of any replacement products
Our Customer Service team will assist you within 24 business hours.
To help us process your return in the quickest time possible, please follow these steps.
1. Pack the item securely, using the original packaging where possible.
2. Attach the pre-paid label included with your order.
3. Contact our Customer Service team to arrange a courier pick up.
4. Wait for our confirmation email.
Refunds
Once we receive your returned items, we will send you a confirmation e-mail; you can then
expect your refund within 14 business days.
Please note that the responsibility of the item to be returned is yours until it reaches us.
Items that are worn, damaged or without their security tag or original packaging will not be
refunded.
We strongly advise that you use a courier service such as UPS, DHL, for your return as
regular domestic services can be subject to delays.
**be sure to mark the item as a RETURN so that the item is not subject to any import duties**
Prescription Lenses
Eyeglass frames on occhiohouse.com can be ordered with prescription lenses.
How to request your prescription lenses
1. When on a product page, choose the options under type of prescription Fill out the
form and submit it
Lens cost
The cost of the lenses varies depending on the prescription and any added treatments (such as anti-blue light filter) and is added to the price of the frame. You will find all the details before you check out.
Lens quality
We use only premium quality lenses for our prescription glasses.
Zeiss DuraVision® Silver UV anti-reflective coating is complimentary and gives you:
- a sharper and more comfortable vision
- zero reflections on the lens
- increased strength and durability
- ease of cleaning thanks to the anti-static outer layer that repels dust and lint.
If you have a preference when it comes to lens thickness, please tell our Customer Service
team. We will confirm if they are compatible with your prescription and the model you have
chosen.
You can also add blue light filter to your prescription lenses. Blue light filter lenses reduce
eye strain from cell phones, computers and other digital screens, help balance natural
biorhythms and improve sleep quality.
Delivery times for prescription lenses
Requesting prescription lenses takes 3 to 6 days (depending on the prescription and any extra treatments, such as blue light filter), which is in addition to the shipping time of the frame.
Our Customer Service team will notify you of the exact delivery date when they send your quote.
Occhio House Lens Care warranty against
accidental damage
Occhio House Lens Care is an extended warranty that covers the risk of accidental lens damage and any technical service, repair and replacement. You can purchase it together with your prescription lenses. The service costs 20 euros.
How Occhio House Lens Care works
If a lens covered by Occhio House Lens Care accidentally breaks, cracks or is damaged in a way that compromises your vision, you can get up to two replacements or repairs at no additional cost.
When the accident occurs, contact us right away with your Occhio House Lens Care receipt on hand to activate the service procedure. We’ll ask you for some details about the lenses under warranty and the damage, and then ask you to send the glasses so we can replace the lenses.
What is excluded from the warranty
This warranty does not cover:
- damage to the frame (and generally to eyeglass parts or accessories other than the lenses)
- intentional damage or damage caused by improper use of the glasses or lenses,
modifications or alterations - damage that does not prevent proper vision, such as fine cracks, scratches, or minor
abrasions - any work, repairs or replacements not made by Occhio House
- the loss or theft of the lenses
- damage due to defects in design or concerning materials (this is already covered by the legal
consumer protection warranty).
Contacts
Customer Service
We are available Monday to Friday (CET), 9 AM – 1 PM / 2 PM – 6 PM.
E-mail: shop@occhiohouse.com
