Return & Refunds
-
Return a product
You have 30 days from the date you receive your order to return your glasses if they are not suitable for you.
For returns made from outside mainland France and Germany, return shipping costs are the customer's responsibility. You may use the carrier of your choice.
For returns from the United Kingdom, Switzerland and other countries outside the European Union, any applicable fees, taxes and customs formalities related to the return are also the customer's responsibility.
The glasses must have only been tried on and not worn. They must be returned in their original packaging, together with all included accessories.
En voir +
-
How to return an order from abroad (outside France and Germany)
You have 30 days from the date you receive your order to make a return.
Returns from mainland France and Germany are free of charge. However, free returns do not apply to Cartier, Ray-Ban Meta and Oakley Meta glasses. Return shipping costs for these products remain the customer's responsibility, including from mainland France and Germany.
For returns from other European Union countries, return shipping costs are the customer's responsibility.
For returns from the United Kingdom, Switzerland or any other country outside the European Union, return shipping costs as well as any applicable fees, taxes and customs formalities are the customer's responsibility.
En voir +
-
Guarantee of frames without corrective lenses
Yes, frames purchased without corrective lenses are guaranteed for 2 years against manufacturing defects: this does not concern breakage, scratches or defects of normal wear.
-
Damaged frame face
You can send us pictures of the damage and attach the invoice of your glasses. Your request will be analyzed by our after-sales service who will see what can be done. We will never leave you without glasses, but a request to participate is possible.
-
Repair of glasses purchased from another brand
We are sorry, but we only perform after-sales service for glasses purchased on our website : Visiofactory.com
-
Wrong item or defective item
Have you received an item you did not order?
We apologise for this error. Before returning an item, please contact our customer service team at service@visiofactory.com, providing your order number and a few photos of the item received.
If the error is confirmed, we will arrange for the correct item to be sent to you and reimburse any return shipping costs incurred.
En voir +
-
Price for an after-sales service
The price of an after-sales service depends on the part to be changed : the pads are very affordable, for other parts (branches, glasses, etc.) it depends on the supplier. For more information, please send us an email with your order number, a photo of the damage and your choice to return your frame so that we can change the parts ourselves or send the parts home.
The price of the after-sales service also contains a contribution for the return. If you choose to return your frame to us, shipping is at the customer's expense if the order is more than one year old.
-
Broken glasses
We take care of repair requests for glasses purchased exclusively on our website Visiofactory.com.
You can send us pictures of your broken glasses, so that we can see which spare parts are concerned. If the breakage can be taken under guarantee, you will not have to pay anything.
On the other hand, out of warranty, we will send you the estimate for the repair of your glasses.
The good reflex is to join your order number to your pictures in order to help us identify you and your product more quickly.