Returns policy

Returns

YOUR SATISFACTION IS GUARANTEED.

When shopping at 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. Customised items (REMIX) and all types of gift cards cannot be returned.

Our customers have 45 days to return their items.

We know the Holidays are a busy period, so all orders made between 15/11/24 until 15/12/24 have an extended return period of 60 days.

Online purchases cannot be returned in store.

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.

JUST FOLLOW THESE SIMPLE STEPS:

  1. On the My Orders page enter your order number and the email address used when placing your order or your AppleID in case you purchased with ApplePay.
  2. Follow the guided procedure and print the Return Label & Authorization.
  3. Pack item(s) in the original packaging including any documentation, accessories and manuals received with the product - make sure the package is secure and that the contents do not risk being damaged during shipping.
  4. Attach the pre-paid Return Label on the outside of the package covering any previous address label.
  5. If you prefer you can call our Customer Service (80 252845 free toll number) that will create the Return Label & 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.

Returns