The 1-year legal warranty covers only manufacturing defects and hidden defects, excluding any breakage or deterioration of the product related to use, accidental breakage and/or wear and tear. You are responsible for the care and maintenance of your products.
A manufacturing defect refers to a noticeable flaw in the product upon receipt of the package. Example: the frame is received with a painting default.
Please note: The following situations are not covered by the warranty, even within the warranty period:
1. Damage caused by misuse or negligence by the customer.
2. Scratches, deformation, cracks, or defects resulting from regular use.
3. Inability to provide the actual item due to accidents, loss, theft, etc.
4. Lack of purchasing receipt, unable to verify purchase records and details.
5. Requests to change design or color after purchase.
Does your frame have a manufacturing defect? You can contact our customer service by clicking here.

I encounter a sight problem, what do I do?
Seeing blurry or Foggy with your new prescription glasses? Know that your lenses are thoroughly assembled and controled by our experts in our laboratory but we do understand that issues might arise. Have you had your new glasses adjusted already? This can be done in our showrooms (https://www.polette.com/eu/showroom.html) or at your local optician. 

If they are progressive lenses, know that you might need a few days to adapt as this is perfectly normal. If the issue remains after 7 days, then please contact our optical service through by clicking here and we wlll be happy to assist you

You have 30 days -after receipt of your order- to contact us and we will be providing you with a solution.
Past those 30 days, we unfortunately won't be able to provide you with a solution. 

I haven't received the right product, what do I do?
Oh no - How did this happen! Your order is thoroughly prepared and verified by our Quality Control team before it is shipped to you and we take of course our responsibility here. 

If the product received is indeed not what you have ordered, then please contact our customer service within 14 days by clicking this link and we will work on resolving this for your. 

I need to cancel my current order, what do I do?
Are you sure you don't want to have a second date with us?

As soon as your order is validated, as your lenses are custom made, no changes are unfortunately possible as this indicates that the order is prepared for production or is alreadt in production. 

In case you wish to cancel your order, all customized options (lenses, coatings, tints, etc) won't be refunded.

Are you sure you want to take a step back? 

If yes, then contact our customer service to cancel your order by clicking here 

Information is missing for the glasses to be assembled, what can I do?
Don't worry, let's unravel this mystery together!

If a value is missing from your prescription once your purchase is made, an email is immediately sent to you to help you fill in the missing fields - please check your spam folder if it was not in your general inbox

If we are missing your pupillary distance, you can:
- get it from your previous optician or ophthalmologist
- visit one of our showrooms (https://www.polette.com/eu/showroom.html)
- download and print our instructions (scale 1:1 on A4) here and here to measure it yourself

Then simply follow the instructions to update your order.

If you still encounter an issue, contact our customer service team here

My order has not been shipped yet, when will it be?
As your lenses are being custom made for you, it can take between 2 to 6 business days before they are produced and 2 days for quality control, after which they will be shipped. Some types of lenses (tint, photochromic) can require some additional days as they require extra attention. 
You will be informed via email once the production has been completed and once the quality control team has ticked the necessary boxes and have given the all clear. 
Once your package is then shipped, you receive an email with your tracking n°. (check your spam folder if not received in your general inbox)

If needed, contact our customer service to have more information by clicking here.

Once your order has been shipped, please check our section "I haven't received my package" for the delivery time.

I haven't received my package, what do I do?
Did you receive an e-mail regarding the shipment and the tracking number of your package?

Great! Your polette order is on its way to you!

If you selected a delivery at your homeaddress or pickup point, you can track your package on this link : Parcelsapp - Track your package or through the tracking link that you have received by email. 

Once your package arrives in your country, you can also follow it on the site of the last mile company. 

The carrier tried to deliver your parcel without success?
If you have not received a notice from the last mile company, you can:
- check with your neighbors if it was not delivered there
- check with the last mile company If you have selected a delivery to on of our showrooms then rest assured, our showroom team will contact you as soon as they have received you order so that you can then come and collect it form our showroom 

If needed, you can contact our team here: contact us. .

My package is returned to the sender, what can I do?
When your package is shipped, we send you all your tracking information through email.

At the end of the estimation date displayed and if you haven't received a delivery notice, please check with the last mile company if they have your package.

If the parcel has been confirmed to have been sent back to us, then please contact our customer service, 

Your glasses are not as appealing as in the pictures? They do not match your face? Too big? Too small?
Once you receive your package, you have 14 days to return your products and will receive store credit.
Our accessories are not refundable and products from our Sale category cannot be refunded but you can get a store credit.
Once you return your products, the custom-made options (tint, lenses, etc) cannot be refunded.
The shipping fees are only returned when all the products are sent back.
The return fees remain at your cost.
Products purchased in physical stores are not eligible for returns or exchanges due to customer preference. However, any product defects are covered under the warranty policy.
Contact our customer service if you wish to return your products.

Have you received the products I have returned?
Our after sales return centers receive and sort out the packages coming from all destinations.

Please make sure to ask the company that you have used for the return to provide you with the tracking number so that we can track your package.

We will contact you as soon as the package is received by our after sales return center. Depending on where you are returning the products from. it can take up to 10 days for our after sales center to receive your parcel once you have shipped it back.

If you haven't received an email from our services within 10 to 14 days following the return of your package, contact our customer service.

Can I get a refund from my insurance while ordering on your website? Once you place your order, you will receive an invoice that you can provide to your insurance. 

As we are not affiliated with any insurances, we suggest you contact your insurance to find out what their reimbursement policy is.

By ordering at polette, you will pay less than at a traditional optician, even if your insurance does not reimburse you

I don't know how to fill in my prescription, what can I do?
Not to worry, we are here to help.

Our experts are available on our online chat 7 days a week from 8am to 8pm CET

If you have a doubt filling in your prescription, you can upload your prescription when placing your order on the website by clicking on “I upload my prescription”.

Do not forget to add your pupillary distance on the prescription before uploading it. 

If it's not on your prescription under the letters DP or PD, you can:
- visit one of our showrooms (https://www.polette.com/eu/showroom.html) and our opticians will be happy to assist you. We can determine your prescription from your last pair of eyeglasses. - get it from your previous optician or ophthalmologist - download our instructions here to measure it yourself

How can I choose my eyeglasses?
Our huge collection of eyeglasses is available for tryon in our showrooms (https://www.polette.com/eu/showroom.html)

If you don't live nearby, our advisors are available on our online chat to help you.

We also offer a filter on our catalog that allows you to sort our products according to:
- size (S: 125 to 135 mm; M: 135 to 145; L: 145 to 155 mm)
- color
- material
- price
- alphabetical order
- shape

Do you need help placing your order?

Check out our tutorial here 

If you have any question, contact our customer service.

My frame is not well adjusted, what do I do?

Know that before your products are shipped, our quality control team adjusts your glasses to allow you an optimum comfort.

When you receive your glasses, you can visit one of our showrooms to get an additional adjustment by one of our certified opticians (https://www.polette.com/eu/showroom.html).

Most of our glasses can easily be adjusted thanks to their flexible materials.

If you do not live nearby a showroom, contact our optical service to be helped.

When will the products be back in stock?
We offer many products online, with regular renewals of new and older, popular models

Thanks to our great choice, and if your preferred model does not come back in stock, you will find a similar product thanks to the filters on each of our category.

If you wish to know if and when a product will be back in supply, contact our customer service.

How to keep your eyeglasses clean?

I encountered an issue while browsing, what do I do?
Don't throw your computer through the window yet, we can fix this together!

Our teams work on providing you with an intuitive and user friendly website.

If you encounter a technical problem:

- Refresh your webpage
- Empty your caches and delete the cookies
- Switch browser (Chrome, Mozilla Firefox, Safari, etc)

If you still encounter a problem, contact our customer service.

How can I pay my order?
We offer several means of payment:

Credit card / Bancontact / Payconiq / Ideal / PayPal Should you encouter any issues with your payment, then please contact our customer service team, who will be happy to help

My order shows as being cancelled, why?

It can happen that the connection was lost when you were trying to pay your order. Check your bank statemement to see if your payment was processed correctly.

If the payment did come out, then please contact our customer service team with the proof of payment and we will have your order up and running in no time.

If the payment was not processed, then you can safely proceed with placing the order again or also contact our customer service team to assist you in sending you a payment link. 

Thank you for your interest in polette , we appreciate your enthusiasm regarding a collaboration with us. In order to formalise your inquiry, kindly forward all details to [email protected]. Our team will carefully review your proposal, and if it aligns with our interests, will respond at the earliest opportunity. We look forward to the possibility of working together!