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
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
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 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
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
- 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
- We invite everyone inside the store to wear a face mask and please keep at least 1.5 meter
** We refer in the A’s to the US CDC, being an international health
13. 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.
: 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.
Blue Light Filter
: An optical lens filter that helps protect your eyes from the blue light in our increasingly
digital everyday. Blue light from digital screens, alongside indoor fluorescent light, is our
primary source of exposure.
14. Is it possible to buy corrective lenses with the Ray-Ban logo on
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
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.
16. 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.
17. Are the cases made of real leather?
No, cases are made with faux-effect leather.
SHIPPING & RETURNS
18. 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
19. 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.
We offer a 60 day return period for the Covid-19 period.
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.
Orders which are sent with Free Overnight Shipping are estimated to be received the following day when ordered Mon-Thurs before 12 noon EST once production is completed. 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.
Please expect an extra 2-3 days for production of Prescription and Custom orders.
21. 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, for the Covid-19 situation you
have 60 days to return your purchase as a special policy.
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.
SUN PRESCRIPTION LENSES
22. What items are available with prescription lenses?
We offer a wide range of sun, clear and custom sunglasses with
However, prescription is not available on all items we sell online.
If the item is available in prescription you will see a button on
the product page which says ADD PRESCRIPTION LENSES or SEE
PRESCRIPTION VERSION. To shop all of our prescription sunglasses you
can also navigate to this page which includes our widest range of
For prescription custom items you can select prescription at the
lenses stage of the configuration.
We offer single vision and progressive in our sun, custom and clear
23. How do I send my prescription?
To be able to process your prescription order we require an in-date
prescription and pupillary distance measurement (often referred to
as PD). We will ask for your prescription after check-out. You will
be able to choose between 3 options:
Take a clear picture of your prescription and text it to 58381
Scan or take a picture of your prescription and upload it in
Email it to
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.
If your prescription values are less than +/-3 , a default PD will be used.
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 cancelled.
Each State has varying regulations regarding the validity of eyewear prescriptions which we
fully comply to. 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
24. 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:
25. How can I apply or request insurance benefits?
You can apply your vision insurance plan and spend your FSA & HSA dollars with us. We accept
most major insurance networks and require just a few details to identify your eligibility.
There are two ways to use your insurance:
Add your insurance plan details at online checkout to apply benefits directly – so you get the
deduction up front. Reductions to price points are visible at checkout. You can only apply your
when you’veadded a prescription item to cart.
Save and submit your receipt to your insurance provider to get reimbursed later.
BUY ONLINE & CUSTOMER SERVICE
26. 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
27. How do I change or cancel my order?
If you change your mind about your order, you have the option to cancel it within one
purchase. You can do it online through the “My Orders” page, or by contacting our Customer
28. 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
29. 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.
Onsite promotions are not combinable unless stated otherwise. In
some cases, we will overwrite expired discount codes with an
existing promotion in order to provide the best offer for our
31. What should I do if my social media account has been hacked or if I find a fake Ray-Ban website?
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:
If you want to report any suspicious listing, website or social media profile and posts please use our form: