1. 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.
2. 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.
3. 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.
4. 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.
5. Are packages coming from China and other high-risk countries safe
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
6. Should I expect delays in deliveries due to the COVID-19
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.
7. 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 off the package at your door or at a
designated location without any personal interaction — to reduce the
risk of person-to-person transmission for both you and the courier
8. What lens should I buy?
: Originally developed for military use, the iconic G-15 and B-15
offer optimal levels of clarity, comfort, and protection. They are
suitable for everyday use.
: 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.
: The advanced technological process behind mirror coating further
reduces light transmission and glare for even greater visual
comfort. Reflect your unique take on style!
: 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
: These lenses fine-tune light, making everyday colors more
enhanced. Eliminates reflection and glare with polar filters
ensuring clarity in vision and they are suitable for outdoor sports
: A photochromic lens which adapts to light by changing color.
: Inspired by the individuality and self-expression of the 60's, the
Legends Collection combines retro chic with modern innovation to
offer original vintage colors.
9. Is it possible to buy corrective lenses with the Ray-Ban logo on
You can now customize your Ray-Ban sunglasses with corrective
lenses printed with our logo. It is currently not possible to add
prescription lenses to your Ray-Ban eyeglasses. Innovating new
products & designs is a priority for Ray-Ban, therefore this may be
possible in the future.
10. Why was my Remix engraving text changed?
Some offensive or branded language may be rejected by our REMIX
configurator when engraving Ray-Ban products. The censorship
software will replace the rejected word or letters with asterisks
and the glasses or case will be engraved exactly as the online
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, among others.
11. What are the Metal Frames Made of?
which can include nickel, however, the coating and polishing process
which our metal frames go through make the frames hypo-allergenic
and safe for all to wear.
12. Are the cases made of real leather?
No, cases are made with faux-effect leather.
SHIPPING & RETURNS
13. How does your Shipping Policy work?
We offer free delivery on all orders made on our website. Please be
aware we are unable to deliver to hotels, PO boxes, military
addresses or addresses in the Channel Islands.
When your order has been shipped, you will receive an e-mail with
the UPS tracking number and a link to the UPS website where you will
be able to check the location of the parcel.
For further details, we recommend you to check our
14. How much does shipping and returns cost?
Shipping and returns are free. To ensure your return is free you
must follow the steps in our
where you will be able to print off a prepaid return label.
If you choose an alternative method to return your item, we cannot
reimburse you for the cost. We do not accept returns on physical or
online gift cards. You can decide to return product(s) purchased on
Ray-Ban.com within 45 days from the receipt of the parcel. However,
if you have placed your order between the 4th of November and the
31st of December 2019, you have 100 days to return your purchase as
Holidays special policy.
You can check the status of your order by logging into your account
on Ray-Ban.com. Alternatively, you can simply insert your order
number and e-mail address on
Account, My Orders
on the top right menu of our website.
If you have not received your order within 5 days, please contact
UPS with your Tracking number or our Customer Care Team.
Orders which are sent with Free Overnight Shipping are estimated to
be received the following day when ordered Mon-Thurs before 12 noon
EST. The estimated delivery date shown on the product page is our
best estimation based on the information we receive from our
distribution centers and delivery partners, it is not guaranteed.
16. How does your Return Policy work?
You can decide to return product(s) purchased on Ray-Ban.com within
45 days from the receipt of the parcel. However, if you have placed
your order between the 4th of November and the 31st of December
2019, you have 100 days to return your purchase as Holidays special
For further details, we recommend you to check our
If you prefer you can call our Customer Care team who will be happy
to help you.
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.
You can learn more about Ray-Ban® sizes and how to find a suitable
frame size with our Official
18. How do I change or cancel my order?
To change or cancel an order you recently submitted, please contact
our Customer Care team as soon as possible and we will do our best
to accommodate your request.
However, please be aware that as our system is designed to fulfill
orders very quickly, after the first hour we cannot guarantee that
it will be possible to cancel or change the order as it may have
entered the shipping process.
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 in the footer
of our website.
Alternatively, you can contact us through our Live chat or phone us
on 866-472-9226 (Monday to Friday 10 am - 10 pm)
20. Cancellation due to out of stock.
We know how frustrating it can be when the item you want is out of
stock. Unfortunately, due to the high amount of orders we receive
during Cyber Week It may be possible for your item to become
unavailable. For this reason, we reserve the right to cancel your
order in case we are not able to complete it.
Rest assured that you will receive an automatic email to inform you
about the cancellation if this was to happen, and that the
pre-authorisation of the payment will be automatically released.
We apologise in advance for any inconvenience that this may cause
you. Sadly, we are not able to confirm an estimated date for when an
item will be back in stock, we recommend keeping a close eye on our
website for updates and/or subscribing to our newsletter.