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Discover what new designs Ray-Ban have released to get you started...

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FAQs

PRODUCT RANGE

1. What lens should I buy?   

Standard : 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.

Gradient : In line with the latest trends, these lenses come in a wide range of exciting colours for a unique look.
•  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.

Mirror/Flash : 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 undertone.

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.

Chromance : 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.

Evolve : A photochromic lens that adapts to light by changing colour.

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

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

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.

3. 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 online version.

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

4. 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 Shipping Policy.

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 items.

5. Where is my order?  

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 Care Team.

6. 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 Shipping Policy.

Or call our Customer Care team who will be happy to help.

BUY ONLINE & CUSTOMER SERVICE

7. 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 Size Guide.

6. 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.

9. 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).

For Order & Return related inquiries, you can either email us at supporthk@shop.ray-ban.com or phone us on 800-961091 from Monday to Friday 11 am - 19 pm .

10. 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 automatically released.

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.

ARE YOU SURE YOU WANT TO CANCEL?

You can cancel this order within one hour after purchase online.Call us on 800-961091 if you have an issue with your order.

HOW TO CANCEL YOUR ORDER

After ordering your Ray-Ban product(s), you will be able to cancel your order directly from site within 1 hour of your purchase. After this time frame you can cancel your order by calling Ray-Ban Customer Care on 800-961091.

HOW TO COMPARE?

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Find your GIFT CARD Number and PIN

Having problems locating your Gift Card Number and PIN ? Please read below.

GIFT CARD

The Gift Card Number is the 19 digits
number (#### #### #### #### ###) written
on the back of your gift card under the label
CARD NUMBER.

The Gift Card PIN is the 4 digits number (####) that appears in the scratching area.

Gift Card

E-GIFT CARD

You can find both The Gift Card Number
and the Gift Card PIN in the e-mail you
received from Ray-Ban.

To help you find your e-Gift Card in your
e-mail inbox please note that the Subject
contains "sent you a Ray-Ban E-Gift
Card!
"

Gift Card

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Why are we asking you to accept Terms & Conditions?
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.