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 colours for a unique
• Ray-Ban ® Simple gradient are
characterised by a smooth transition from a solid colour to a
transparent shade of the same tone.
• Ray-Ban ® Bi-gradient lenses are
produced using patented technology to create a bi-colour
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 with 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. The difference between Mirror and Flash lenses is that
Mirror lenses have a cold undertone and Flash lenses have a warm
: 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
: These lenses fine-tune light, enhancing everyday colours.
Eliminates reflection and glare with polar filters to ensure
clarity in vision. Suitable for outdoor sports and activities.
: A photochromic lens that adapts to light by changing colour.
: Inspired by the individuality and self-expression of the '60s,
the Legends Collection combines retro chic with modern innovation
three original vintage colours.
9. Is it possible to buy corrective lenses with the Ray-Ban logo
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 shown in the
Examples of what will cause REMIX to change your phrase are:
profanity, inappropriate slang, phrases that encourage violence,
content that violates another party's trademark or intellectual
property rights, among others.
SHIPPING & RETURNS
11. How does your Shipping Policy work?
We offer free delivery on all orders placed via our website.
Please be aware that 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
can check the location of the parcel.
For further details, we recommend checking our
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. We offer a 100 day return period on all
You can check the status of your order by logging into your
account at Ray-Ban.com. Alternatively, use the menu at the top
right of our website to go to
My Account, My Orders
and enter your order number and e-mail address.
If you have not received your order within 5 days, please contact
UPS with your Tracking number or get in touch with our Customer
13. How does your Return Policy work?
You can return products purchased at Ray-Ban.com within 100 days
of receiving shipment, with the exception of customised items
(REMIX), because they have been custom made for you.
For further details, check our
Or call our Customer Care team who will be happy to help.
BUY ONLINE & CUSTOMER SERVICE
14. 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
15. 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, as our system is designed to fulfil orders very quickly,
please be aware that we cannot guarantee that it will be possible
to cancel or change an order after the first hour, as it may
already have entered the shipping process.
16. 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 0800 9 17740, Monday to Friday 10.00 - 18.00,
for Order & Return related inquiries.
17. Cancellation of items that are out of stock.
We know how frustrating it can be when the item you want is out of
stock. Unfortunately, due to the high volume of orders we receive
during Cyber Week, it is possible that your item may become
unavailable. For this reason, we reserve the right to cancel your
order if we are unable to fulfil it.
Rest assured that, if this happens, you will receive an automatic
email informing you, and payment pre-authorisation will be
We apologise in advance for any inconvenience that this may cause
you. Sadly, we cannot provide 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.