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FAQs

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.

12. Which protective measures are you taking in Ray-Ban Stores to reduce the spread of Covid-19?   

For everyone’s safety, we’ve adopted protective measures to reduce the spread of Covid-19 in our store.

- All displayed sunglasses are sanitized before - and after each trial
- All our consultants sanitize their hands frequently
- We frequently sanitize all surfaces

But we also need your support:

- Please wait outside the store until an employee asks you inside. Only two customers can be in our store at a time.
- We invite everyone inside the store to wear a face mask and please keep at least 1.5 meter distance from others.

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

PRODUCT RANGE

13. 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 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.

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

Yes. All Ray-Ban prescription eyewear is engraved with our iconic signature on the right lens and the RB initials on the left.

15. 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 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.

SHIPPING & RETURNS

16. 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 Shipping Policy.

17. 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 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.

18. How does your Return Policy work?  

You can return products purchased at Ray-Ban.com within 60 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.

SUN PRESCRIPTION LENSES

19. What items are available with prescription lenses?  

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.

20. How do I send my prescription?  

To be able to process your prescription order we require an in-date prescription. We’ll ask for your prescription after check-out. You’ll be able to choose between 2 options:

  1. Scan or take a picture of your prescription and upload it in digital format
  2. Email it to: RXserviceEU@shop.ray-ban.com.

If your prescription values are more than +/- 3 we’ll also need your pupillary distance (often referred to as PD). If your prescription powers are within +/- 3, sharing your PD is recommended so that we can optimize your lenses, but it’s not mandatory.

PD not on your prescription slip? Don’t worry, you can measure it at home. Learn how.

Please remember to include your order number on the text and 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. This must be completed within 6 days of purchase confirmation; after 6 days your order is automatically canceled.

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.

21. How can I change my prescription?  

For any issues related to your submitted prescription before you have received your order, please contact our prescription team as soon as possible: RXserviceEU@shop.ray-ban.com.

BUY ONLINE & CUSTOMER SERVICE

22. 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.

23. How do I change or cancel my order?  

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 08003767955.

24. 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 08003767955, Monday to Friday 10 - 16, for Order & Return related inquiries.

25. 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 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 08003767955 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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GIFT CARD

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

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