Returns
YOUR SATISFACTION IS GUARANTEED.
When you purchase from Ray-Ban, you can always change your mind.
If you are not happy with any product(s) purchased on our website for any reason, you can decide to return it within 45 days from receiving the shipment, except customised items (REMIX), because they have been custom made for you.
We only accept returns of goods purchased from ray-ban.com, with the exception of customized (REMIX) frames. Goods purchased from authorized Ray-Ban retailers must be returned to the place of purchase.
All refunds will occur via the original payment method.
We are not responsible for returns made using return labels and couriers other than the ones that we provide, for which we do not guarantee any refunds or replacements.
FOLLOW THESE SIMPLE STEPS:
- Enter your order number and the e-mail address used when ordering in the My orders page.
- Follow the guided procedure, and print the return label & authorization.
- Pack the goods in the original packaging, along with the documentation, accessories and manuals provided with the product. Ensure that the package is secure, and that the contents are not at risk of damage during shipping.
- Apply the return label to the outside of the package, ensuring it covers the original address label.
- If you prefer, you can call our customer service department (80 252845) and they will create the return label and authorization for you.
We strongly recommend that you use a shipping method that can be tracked and insured. Ray-Ban cannot be held liable for lost or damaged packages.
REFUNDS AND REPLACEMENTS
You will receive an e-mail when we refund the cost of the goods. You will normally receive your refunds within 15 working days of receipt. If you have chosen express delivery, the shipping costs will not be refunded.
If you have chosen to have a defective product replaced, a new product will be sent to you as soon as the defective product is received and processed in our warehouse.
We only accept returns of goods purchased from ray-ban.com; customized (Custom Lab) frames are excluded. Goods that were purchased from authorized Ray-Ban retailers must be returned to the place of purchase.
The original payment method is used for all refunds.
MISSING OR DEFECTIVE GOODS
• Check your order as soon as it arrives to make sure everything is as expected. If your order is incorrect or an item is missing or damaged:
a) Contact our Customer Care team indicating your order number. Please consider that you must contact us within 14 days of receiving the shipment as, otherwise, we will not be able to accept responsibility for those item(s).
b) Attach clear pictures of the incorrect or damaged item(s) received, including the SKU code of the eyewear (usually found on the inside of the left temple), the delivery note and the package.
c) Indicate if you wish to receive a replacement (confirming the delivery address) or a refund.
• Our Customer Care team will assess the information provided and investigate further. We will get back to you as soon as possible with the resolution.