FAQ

FAQ

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 lenses are characterized 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 and 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. 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.

Chromance : These lenses fine-tune light, making everyday colours more enhanced. Eliminates reflection and glare with polar filters ensuring clarity in vision and they are suitable for outdoor sports and activities.

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

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

Prescriptions : All Ray-Ban prescription lenses are designed using DST technology to create lenses that are super lightweight for all prescriptions providing sharper vision and increased clarity for optimal comfort.

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.

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 version appears.

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.

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 Shipping Policy.

RESPONSIBLE SHIPPING
Responsible shipping is fulfilled by logistics providers using solutions to reduce emissions. Delivery may take up to 5 business days.

This shipping option consists of either:
1. Full ground service: shipments served via truck. Transportation emissions are reduced by exclusively using ground transportation instead of other available shipping modes with higher emissions. Not applicable to destinations that do not have such other shipping modes; other exclusions may apply.
2. Emission compensation program (if provided by selected transportation carriers): providers calculate carbon emissions from pickup to delivery; the carbon emissions are then offset through climate protection projects including reforestation, renewable energy, waste disposal, wind power and others, supported by the logistics providers. The carbon neutral service is verified by a certified auditing company (i.e. Société Générale de Surveillance).

Below the list of the logistics providers that can provide emissions compensation:
UPS: https://about.ups.com/gb/en/our-company/governance/carbon-neutral-credentials.html
GLS: https://gls-group.eu/GROUP/en/our-responsibility/climate-protect/

*Some exclusions may apply.

CLICK & COLLECT
Shop online and collect your order from a Ray-Ban or Sunglass Hut store after 1 business day*. Try your new eyewear on collection and benefit from a complete fitting service with a member of the store team.

You'll receive an email when the order is shipped and when the order is received by the store. You’ll have 14 days to pick up the order from the location you selected. If your order isn't collected within 14 days, it will be shipped back to the warehouse and a refund will be processed according to our refund policy.

Remix, prescription styles and pre-orders may take longer to arrive due to additional production time and will be shipped to store separately from our warehouse.

*According to location, stock availability and opening hours.

Please note that shipping times may vary during Holidays.

You can check the status of your order by logging into your account at Ray-Ban.com. Alternatively, use the menu at the top left 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.

You can return products purchased at Ray-Ban.com within 45days of receiving shipment, with the exception of customised items (REMIX), because they have been custom made for you.

For further details, check ourReturn Policy

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

We offer a wide range of sun, clear and REMIX glasses with single or progressive prescription lenses that include the Ray-Ban logo. However, prescription lenses are not available on all items we sell online. If prescription lenses are available for an item, you will see a button on the product page that says ADD PRESCRIPTION LENSES or SEE PRESCRIPTION VERSION. For prescription REMIX items, you can select PRESCRIPTION at the lenses stage of the configuration.

To be able to process your prescription order we require an up-to-date prescription and pupillary distance measurement (often referred to as PD). We will ask for your prescription after checkout. You have 3 options for sending your prescription: 
Manually insert or upload an image of your prescription before checkout
After purchase, upload your prescription in “My order details” 
After purchase, send it by email to RXserviceEU@shop.ray-ban.com

Please remember to include your order number in your email. If you can’t send us the prescription directly after the purchase, you can click on ‘PROVIDE YOUR PRESCRIPTION’ in your order confirmation email and in your personal account.

We are unable to accept out of date prescriptions and will cancel orders which are sent in with an out of date prescription. The Ray-Ban logo is included on all prescription eyewear.

If you uploaded or manually inserted the wrong prescription, you have one hour after your purchase to cancel the order and submit a new one. If you have an issue with your prescription more than one hour after purchase, please contact our prescription team as soon as possible: RXserviceEU@shop.ray-ban.com

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

Our system is designed to fulfill and ship orders as quickly as possible.  This leave us little to no time to change or cancel orders. 

If it has been less than an hour since your order, you can contact us to see if we can accommodate your request.  We cannot guarantee that it will be possible to change or cancel an order.

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 08003767955, Monday - Friday|Saturday - Sunday 10:00AM-07:00PM-CET|Closed, for Order & Return related inquiries.

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. 

Counterfeiting is an illegal activity that not only affects companies and brands but can also cause serious damage to the health of consumers who buy products that do not comply with quality standards.

Luxottica has been working aggressively in its global fight against counterfeiting with dedicated teams worldwide.

With the growth of the Internet, we have seen a sharp increase in new counterfeiters exploiting websites, marketplaces and social media.

As the landscape changes, Luxottica is constantly improving and expanding its brand protection activities. In addition to constant online monitoring, we partner with local specialized institutions, including Customs and Law Enforcement Agencies, to intercept fake products at customs and tackle the entire illegal production chain.

In 2020 Luxottica has requested and obtained the takedown of over 297.000 listings offering counterfeit products on marketplaces, 72.210 profiles and post promoting counterfeits products or scam advertising on social media and closed over 2.600 website all over the word.

The growing popularity of social media has brought with it a new crop of counterfeiters and more evolved scam techniques. Counterfeiters are becoming more and more sophisticated and dangerous.

During our investigation we discovered that thousands of users on social media such Instagram and Facebook have been victim of an advanced scam that uses Ray-Ban to attract consumers and compromise their personal data.

Luxottica has no connection at all to these websites or activities and we strongly encourage users to be extra vigilant when sharing their personal information online.

Scammers can compromise users accounts, stealing their personal information and passwords. Very often, users are not aware that their accounts have been compromised and as a result, any website or platform where they use the same credentials are consequently at high risk.

Some websites such as haveibeenpwned.com allow users to check if their credentials might be part of a data breach. If your account has been hacked or if you suspect that your credentials have been stolen in the past, we strongly suggest that you change all your accounts and activate the two- factor authentication where available.

When it comes to social media, we highly recommend the following tips and advice below:
https://help.instagram.com/369001149843369
https://help.instagram.com/149494825257596
https://www.facebook.com/help/213481848684090
https://www.facebook.com/help/285695718429403

If you want to report any suspicious listing, website or social media profile and posts please use our form:
https://www.ray-ban.com/uk/report-fakes

Yes, it's a great way to maximise your time with our team. Go to our Store Locator to find your nearest Ray-Ban store and and select your visit purpose from the available options.

Yes, begin at our Store Locator to find your nearest Ray-Ban store offering appointment bookings. Then select Vision Check Up as your visit purpose. Whether you need to renew your prescription or just want to check your eye health, our team is happy to help.

When you preorder an item on Ray-Ban.com you’re buying it before it has been officially released. This means you’ll be first line for delivery when the product becomes available in our warehouse and receive your shipment before anyone else.

Highly-anticipated styles and accessories may be made available for preorder. If a product is available for preorder you'll see it labelled as “Preorder” on the product page.

To complete a preorder, add the product to cart and follow the steps to checkout as usual*. At checkout, you’ll see the estimated delivery date. Account login may be required to access preorder.

Once you’ve completed your preorder, you’ll receive a confirmation email at the time of purchase and then we'll let you know as soon as it's ready to ship.

*Some cart restrictions apply:

1. It’s not possible to mix standard and preorder products in the same cart.

2. You can order more than one preorder style in the same transaction, but only if they’re the same model, size, and colour.

You can pay with credit or debit card, ApplePay or PayPal.

  • Credit card process:
    When the preorder is complete, the credit card authorizes a transaction (from 1 pence to 1 pound) to verify the card’s validity. The full price of the product will only be charged once the product is ready for shipping. If there’s an issue with the payment, you’ll receive an email asking you to contact Customer Service within 3 days. If unresolved within 3 days, the order will be cancelled.

  • ApplePay/PayPal process:
    When the preorder is complete, ApplePay or the PayPal credit card authorizes a transaction (from 1 pence to 1 pound) to verify the card’s validity. The full price of the product will only be charged once the product is ready for shipping. If there’s an issue with the payment, you’ll receive an email asking you to contact Customer Service within 3 days. If unresolved within 3 days, the order will be cancelled.

Following a payment issue, your estimated delivery date will change.

Availability of prescription lenses depends on the preorder style. Prescription lenses can’t be added to a preorder of Ray-Ban Meta smart glasses.

On the product page you’ll see the estimated delivery date, which includes the total amount of days until the product launches, plus estimated shipping time based on the default delivery. At cart you can choose to change the delivery method and the estimated delivery date will adjust accordingly.

At checkout, you’ll see all the available shipping methods for your address. You can also choose to collect in store.

If you’re returning a standard preorder product, please follow the steps outlined in our Returns Policy. If you’re returning a Ray-Ban Meta smart glasses preorder, please follow the steps outlined in our dedicated smart glasses FAQ

Customer Service may be able to cancel or change your preorder if you contact them within one hour of placing it. But we can’t guarantee that they’ll be able to accommodate your request.


Contacting Ray-Ban Customer Services is simple:
Click on Contact Us in the footer of our website and select the topic you need help with. You’ll be provided with the best way to contact us for that topic.

No. The price will be hidden on your receipt. That way you can send your gift straight to their door for them to enjoy!

During the holiday period, we offer extended 60-day returns for any orders placed between the 6th Nov and Dec 26th. Learn more about our return policy here

Give your employees or clients a gift to remember with a bulk order for corporate gifting and event purchases. See more details here

Our official side guide tells you everything you need to know about Ray-Ban® sizes and how to select the right fit. Size guide