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, except for customised ones (glasses and accessories), so called REMIX, in relation to which you will not benefit from a right of withdrawal because they are personalised and have been custom made for you.
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.
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.
Anyway, you can always return customised items, in case you will receive faulty products (please see below in “REFUNDS AND REPLACEMENTS”).
We know the Holidays are a busy period, so all orders made between 06/11/23 until 26/12/23 have an extended return period of 60 days.
We only accept returns on items purchased from ray-ban.com. Items purchased from Authorized Ray-Ban retailers must be returned to the place of purchase.
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:
- 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.
- Follow the guided procedure and print the Return Label & Authorization.
- 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.
- Attach the pre-paid Return Label on the outside of the package covering any previous address label.
- If you prefer you can call our Customer Service (1800936103) that will create the Return Label & Authorization for you.
We highly recommend you use a traceable and insurable shipping method. Ray-Ban cannot be held responsible for lost or damage packages.
REFUNDS AND REPLACEMENTS
You will receive an email notification when we refund the price of the item(s). Refunds normally arrive within 15 business days of receipt. If you have chosen express shipping, shipping costs will not be refunded.
If you have chosen to replace a faulty product, a new product will be sent to you as soon as the faulty product has been received and processed at our warehouse.
We only accept returns on items purchased from ray-ban.com, customized (REMIX) frames excluded. Items purchased from Authorized Ray-Ban retailers must be returned to the place of purchase.
All refunds will occur via the original payment method.
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.