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Frequently asked questions

COVID-19

1. Can COVID-19 transmit through eyes?   

Current research, which is still evolving, shows that the chance of spreading the virus through the eyes is possible, but rare. Studies found only a small amount of virus in tears of infected individuals. That said, in alignment with the Centers for Disease Control and Prevention (CDC), you should take all necessary precautions to avoid touching your eyes.

2. Do glasses help protect against COVID-19?   

While glasses may potentially provide some protection from COVID-19, that protection is limited to the shielded area of the eye. The virus can still reach your eyes from the exposed sides, tops and bottoms of your glasses. In alignment with the Centers for Disease Control and Prevention (CDC), you should take all necessary precautions to avoid touching your eyes.

3. How should I clean my glasses in this period?   

COVID-19 is thought to remain on some materials for hours or days. For this reason, it’s advisable to regularly clean your glasses. A standard hand soap or glasses cleaning spray that contains detergent should be effective at removing potentially harmful microbes. Using antibacterial products such as hand sanitizer or household cleaning spray to clean your glasses is not recommended. This is because they probably contain alcohol or chemicals that could damage the lens surface of your glasses.

4. What can I do about increased screen time straining my eyes?   

There are many studies that associate prolonged computer use with eye strain and discomfort. Ocular surface dryness (due to infrequent blinking) can result in symptoms. To minimize this, you should follow the 20-20-20 rule: take a break every 20 minutes and look at an object 20 feet away for at least 20 seconds. You can also change your computer display brightness, increase font size and minimize glare with proper lighting.

5. What is the company doing in light of COVID-19?   

We are determined to maintain the same level of confidence among our customers. Today, our facilities around the world are up and running, including our warehouses, labs and production plants in U.S., Italy and China. We have decided to partially reduce our production to implement strong health and safety protocols. Since Luxottica always maintains good level of inventory, we will have you covered. In terms of safety, our vertically integrated supply chain allows us full visibility of the manufacturing and distribution process. When our products leave our factory, they do so in the safest, cleanest manner, packed and shipped by a carefully trained staff member after undergoing extensive checks.

6. How are the glasses in your stores cleaned/sanitized?   

Anti-bacterial wipes are used to clean each pair of sunglasses a customer tries on before returning them to the shelf. It’s also worth noting that when a customer purchases a pair of frames, they are getting a completely new pair from our stock that has not been tried on by other customers.

7. Where are your products made?   

Our products are made in one of our Luxottica-owned plants in either the U.S., Italy or China depending on the product. When our products leave our factory, they are packed and shipped by a carefully trained staff member after undergoing extensive checks.

8. Are your packages safe to open?   

Yes. When our products leave our factory, they are packed and shipped by a carefully trained staff member after undergoing extensive checks. Furthermore, according the World Health Organization, it is safe to open packages from China, Italy and other countries where COVID-19 has been reported.

9. Are packages coming from China and other high-risk countries safe to open?   

Coronaviruses have poor resistance in the environment, so the possibility that the virus is transmitted by goods that travel for days or weeks at room temperatures is low. Current scientific knowledge suggests that coronaviruses propagate only through droplets of biological fluids

10. Should I expect delays in deliveries due to the COVID-19 emergency?   

Our courier service partners are using their logistics network to minimize service impacts so we can continue to deliver the best possible service to our customers.

11. Are your online deliveries safe?   

When you buy online you avoid close contact with people who might be sick. All our courier service partners have strict protocols in place to ensure all precautionary measures are followed.

Depending on the courier, you may even request contactless delivery — in which couriers drop the package at your door or at a designated location with no personal interaction — to reduce the risk of person-to-person transmission for both you and the courier driver.

** The A’s refer to the US CDC, as an international health authority.

PRODUCT RANGE

12. What lenses are available with Ray-Ban sunglasses? 

Standard: Genuine since 1937 – Originally developed for military use, the iconic G-15 and B-15 offer optimal levels of clarity, comfort and protection.

Legends Collection: Inspired by the individuality and self-expression of the 60's, the Legends Collection combines retro chic with modern innovation to offer three original vintage colors.

Gradient: In line with the latest trends, these lenses come in a wide range of exciting colors for a unique look. •  Ray-Ban ® Simple gradient lenses are characterized by a smooth transition from a solid color to a transparent shade of the same tone;
•  Ray-Ban ® Bi-gradient lenses are produced using patented technology to create a bi-color combination for a two-toned fade-in effect;
•  Ray-Ban ® also offers a selection of Mirrored gradient lenses that combine the reflective cool of mirror coating and the sophisticated fade-in effect of gradient lenses.

Mirror: The advanced technological process behind mirror coating further reduces light transmission and glare for even greater visual comfort. Reflect your unique take on style!

Polarized: Ray-Ban® Polarized lenses not only reduce reflections, but also enhance contrast, improving visual clarity and reducing eye strain. All Ray-Ban® polarized lenses bear a distinctive “P” next to the Ray-Ban® logo on the right lens and are treated with Anti-Reflective coating.

13. Is it possible to buy corrective lenses with the Ray-Ban logo on them?  

It is currently not possible to customise your Ray-Ban sunglasses with corrective lenses printed with our logo. Innovating new products & designs is a priority for Ray-Ban, therefore this may be possible in the future.

14. Why was my Remix custom text changed?  

When designing your Remix sunglasses, you can use a combination of letters, spaces and numbers to make the glasses your own. Unfortunately, Ray-Ban.com will block certain custom phrases. If the text you enter if rejected, your Remix glasses will be updated immediately on site with an asterisk in order to show you how your glasses will be censored. The glasses will be printed exactly as they appear on site with the * symbol in order to censor the phrase should you decide to complete your order.

Examples of what will cause Remix to change your phrase are: profanity, inappropriate slang, phrases used in order to encourage violence, content that violates another party's trademark or intellectual property rights, and more.

SHIPPING & RETURNS

15. How much does shipping and returns cost? 

The shipping & delivery of your frames is free of charge. We have also recently introduced Free Returns! See our Return policy for more details.

16. Can I get my money back if I am not satisfied with my purchase? 

Yes, you will have 60 days after receipt of your glasses to return them and obtain a full refund or decide to replace them with an identical pair if you encounter problems. See the Return policy section for more details.

BUY ONLINE & CUSTOMER SERVICE

17. How do I know the right size for my sunglasses? 

For the great majority of people – more than 90% of our customers – Standard Size offers the correct fit. It is very likely the correct size for you too.
Learn more about Ray-Ban® sizes and how to find the frame size of your sunglasses and eyeglasses with our Official Size Guide.

18. There is a mistake with my order, am I able to cancel it? 

If you change your mind about your order, you have the option to amend or cancel it within one hour of purchase. You can do it online through the “My Orders” page, or by contacting our Customer Service at 1 800 830547.

19. How do I contact Ray-Ban Customer Services? 

Contacting Ray-Ban Customer Services is very simple:
You can use the form in the Contact Us section on the website (you can find it in the footer).
You can phone us on 1 800 830547,, for Order & Return related inquiries.

20. Where are the remix sunglasses made in? 

All the components are made in Italy and assembled in Italy according to each order.

AFTERPAY FAQS

21. How does Afterpay work? 

Afterpay offers an instalment payment plan where you can pay for your purchase in 4 equal instalments due every fortnight. Simply select Afterpay as your payment method at checkout!

22. How do I know if I am eligible for Afterpay? 

Please see Afterpay’s terms and conditions.

23. Can I use Afterpay outside of Australia? 

Afterpay is currently only available to our Australian customers.

24. Can I use Afterpay in your Ray-Ban stores? 

Yes you can use Afterpay both in-store and online

25. Can I exchange an in-store I made using Afterpay? 

Yes. You can pop into any Ray-Ban store to exchange your item/s. Please note that in-store purchases cannot be refunded/exchanged online.

26. Can I exchange an online purchase I made using Afterpay? 

Unfortunately, we are not able to exchange something you purchased online. We recommend that you return your product/s to our distribution centre for a full refund and place a new order on the website. Please refer to our Return Process here: https://www.ray-ban.com/australia/return-policy.

27. Is there a maximum order value? 

There is a $100 minimum order value for in-store Afterpay purchases. For online purchases, Afterpay can be used for orders up to $1,200 – with no minimum order value.

28. Can I pay off my purchase sooner? 

Please see Afterpay’s terms and conditions.

29. How can I contact Afterpay? 

Afterpay Customer Care can be reached on 1300 100 729, Monday to Friday 10.00 - 19.00, or at info@afterpay.com.au

ARE YOU SURE YOU WANT TO CANCEL?

You can cancel this order within one hour after purchase online.Call us on 1 800 830547 if you have an issue with your order.

HOW TO CANCEL YOUR ORDER

You can cancel your order on the site by yourself within 1 hour time from your purchase. After this time, the order will be handled by our systems and cancellation will not be available anymore. Do not hesitate to contact Ray-Ban Customer Care if you need further information.

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You are now shopping at the new Ray-Ban.com, which features a set of new options to make your shopping experience even better! For this reason there are also new Terms & Conditions and privacy policy, updated in respect to the previous ones you agreed upon.