Returns policy

Returns

YOUR SATISFACTION IS GUARANTEED.

When shopping at Ray-Ban you can always change your mind.

Our customers have 45 days to return their items.

Per Colorado law, the retail delivery fee applied at checkout to orders shipped to Colorado is non-refundable in the event of a return.

Please also note that for claims regarding an order not received, the return window is 15 days from the date that the order was shown as ‘delivered’ by the courier but which was not received.

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 (supporteu@shop.ray-ban.com free toll number) that will create the Return Label & Authorization for you.
 

An email notification will be sent to the email address used when placing the order confirming that the refund has been issued. All refunds will occur via the original payment method. Please be aware that Express Delivery costs will not be refunded.

For further assistance, you can contact our Customer Care team at supporteu@shop.ray-ban.com indicating your order number and which item(s) you wish to return.

*Items purchased from other authorised retailers must be returned to the original point of purchase.

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:

  1. Contact our Customer Care team sending an e-mail to: supporteu@shop.ray-ban.com indicating your order number. Please consider that you must contact us within 14 days of receiving the shipment as we will not be able to accept responsibility for the item(s) after this time frame.
  2. 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 packaging.
  3. Indicate if you wish to receive a replacement (confirming the delivery address) or a refund. In case of replacement, a new product will be sent to you as soon as the damaged product has been received and processed at our warehouse.


Our Customer Care team will assess the information provided and investigate further. We will get back to you as soon as possible with a resolution.

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