Frequently Asked Questions

Shopping with us is easy!

1. Browse the site and choose a frame—or even a few!
2. Add the product(s) to your cart.
3. Proceed to checkout by clicking the “Place your order” button, either from the pop-up that appears when adding items to your cart or by clicking the cart icon in the top-right corner.
4. At checkout, follow these simple steps:
   • Enter your contact information
   • Click Continue to shipping
   • Click Continue to payment
   • Select your payment method and click Pay Now

That’s it! We’ll take care of the rest. 🚀

If you need to modify or cancel your order, email us as soon as possible at support@lookeronline.com. We’ll do our best, but we cannot guarantee changes or cancellations once the order is being processed.

Orders that have already shipped cannot be canceled. If you refuse delivery, your order will be treated as a return. In that case, any applicable shipping, customs, and handling fees will be deducted from your refund as per our Refund Policy.

Simply fill in the Track your order form with your order number and email address. Our customer service team will get back to you within 24 hours on business days with an update on your order status.

You’ll receive an automatic email with the tracking link as soon as your order has been shipped. If your product is in stock, this will happen within 24 hours on business days, so you’ll get your tracking details very soon. If we need to order it from the manufacturer, don’t worry—we handle this as quickly as possible, and most orders arrive within 10-14 business days.

We appreciate your patience and look forward to shipping your order soon!

We do not currently offer pre-orders for out-of-stock products.

In some cases, an item may appear as “In Stock” because it is available from our official brand suppliers. However, if it turns out to be unavailable after we process your order, we will cancel the order and issue a full refund.

Since we work with multiple manufacturers managing extensive inventories, product availability can change without notice. We do our best to keep information accurate, but occasional discrepancies may occur.

Yes. As soon as your order ships, you’ll receive an automatic email with a tracking link from the courier.

If the product is in stock, it will ship within 24 business hours. For products not in stock, we order directly from the manufacturer. This process usually takes a few days, but most orders are delivered within 7–14 business days.

You can follow your tracking link at any time to check the latest status of your shipment.

If you realize there’s an error in your order, email us immediately at support@lookeronline.com.

We cannot modify orders once they’ve been placed. However, if your order hasn’t shipped yet, we can cancel it so you can place a new one with the correct information.

The sooner you contact us, the better.

We offer free shipping on orders above the following thresholds:

• 150€ for Italy
• 200€ for all European countries
• 180 GBP for the United Kingdom
• 200 USD for the United States
• 350 AUD for Australia
• 350 NZD for New Zealand
• 4,200 ZAR for South Africa
• 250€ for Hong Kong, Singapore, Taiwan, and Thailand

For orders below these thresholds, the following shipping fees apply:

• 10€ for Italy
• 10€ for European countries
• 20 GBP for the United Kingdom
• 20 USD for the United States
• 35 AUD for Australia
• 35 NZD for New Zealand
• 420 ZAR for South Africa
• 25€ for Hong Kong, Singapore, Taiwan, and Thailand

We currently do not ship to countries not listed above.

For more information, see our Shipping Policy.

We ship to:

• All countries in Europe
• Australia
• Hong Kong
• New Zealand
• Singapore
• South Africa
• Taiwan
• Thailand
• USA (excluding certain regions)

We do not ship to countries not listed above.

We also do not ship to the following U.S. regions:

• Alaska
• American Samoa
• Micronesia
• Guam
• Hawaii
• Marshall Islands
• Northern Mariana Islands
• Palau
• Puerto Rico
• U.S. Virgin Islands
• Armed Forces Americas
• Armed Forces Pacific

For more details, please check our Shipping Policy.

Most orders are delivered within 7–14 business days from the date of purchase. This is an estimate, not a guarantee.

All products are ordered directly from official brand manufacturers (De Rigo, Kering, Luxottica, Marchon, Marcolin, Safilo) after the order is placed. We usually receive them within 3–10 business days, then ship within 24 hours.

For products marked as “In Stock”, delivery is usually faster:

• Italy: 2–3 business days
• Europe: 3–4 business days
• International: 4–5 business days

You will receive a tracking link once your order ships (please allow up to 48 hours for activation). We are not responsible for delays caused by couriers, customs, suppliers, or incomplete shipping addresses.

For questions, contact us at support@lookeronline.com.

All orders are shipped via Express Shipping using premium couriers. However, we do not keep most products in stock: they are ordered from the official brand manufacturers (De Rigo, Kering, Luxottica, Marchon, Marcolin, Safilo) only after purchase.

We typically receive the products within 3–10 business days, and ship them within 24 business hours after arrival.

Once shipped, estimated delivery times are:

• Italy: 2–3 business days
• Europe: 3–4 business days
• International: 4–5 business days

Products marked as “In Stock” are shipped within 24 business hours and follow the same Express delivery timeframes.

We primarily use BRT, TNT, FedEx, and DHL, but alternative couriers may be used depending on the destination.

Yes! Once your order has been shipped, we’ll send you an email with a tracking number and a link to the courier’s tracking page. Please allow 12 to 24 hours for the tracking link to activate.

For products that are in stock, you’ll receive the tracking email within 24 business hours of purchase.

For products ordered from manufacturers, it may take several days before you receive the tracking number. This is because we first need to receive the product before shipping it to you. However, total delivery is usually within 7–14 business days.

If you have any questions, contact us anytime at support@lookeronline.com.

The estimated delivery window is 7–14 business days from the date of purchase. While most orders arrive within 10 days, some may take longer due to manufacturer delays, customs clearance, or courier issues beyond our control.

We do not guarantee delivery within 14 business days. Since most products are sourced from manufacturers after the order is placed, occasional delays are possible.

If a significant delay or sourcing issue occurs, our support team will contact you with updates. Rest assured, we are doing everything possible to deliver your eyewear as quickly as we can.

Please note: Once your order has shipped, it cannot be canceled.

Yes — if you’re ordering from outside the European Union, you may have to pay customs duties or import fees when your package arrives.

These charges are not collected by LookerOnline during checkout, and they are not included in the shipping cost. They are assessed by your country’s customs authority and collected by the courier before delivery, typically to clear the package through customs.

This applies to all non-EU countries, the United Kingdom, and the 32 special territories of EU member states (such as the Canary Islands, San Marino, or the Channel Islands).

We have no control over these charges, and customers are fully responsible for any duties or taxes required by their country.

No, once an order has been placed, it is not possible to change the shipping address.

Please double-check all shipping details before completing your purchase. If you notice a mistake, contact us immediately at support@lookeronline.com. If your order has not yet been shipped, we may be able to cancel it so you can place a new one with the correct information.

However, we cannot guarantee any changes once the order is in process.

We accept the following payment methods: credit/debit cards (Visa, Mastercard, American Express, Maestro), PayPal, Apple Pay, iDEAL, Google Pay, Shop Pay, Union Pay, Bancontact, and Klarna.

We prioritize your security and use trusted payment processors to ensure safe transactions. Our payments are securely handled through Shopify Payments, which complies with PCI DSS (Payment Card Industry Data Security Standard) to protect your data. For PayPal transactions, we rely on PayPal’s secure processing system to ensure your information is protected. Similarly, Klarna transactions are securely processed through Klarna’s platform. We implement advanced encryption and security protocols to safeguard your payment details throughout the process.

Once you've submitted your payment information and clicked "Pay Now" at checkout, you will be redirected to a confirmation page indicating that your payment has been processed successfully. Additionally, you will receive an email from us confirming the receipt of your payment.

Please ensure that you provide the correct email address to avoid any issues with receiving your confirmation.

It couldn’t be easier! At checkout, simply enter your coupon code into the "Discount code" field. Once you've entered your code, click the "Apply" button to redeem your discount.

On mobile, click "Show order summary," enter your coupon code in the "Discount code" field, then click "Apply." Done!

Our system only allows the use of one coupon code per order.

It depends on the coupon. Most coupons expire within one or two weeks, while some may not have an expiration date. We always display the terms and conditions when offering limited-time coupons on our website or specify them via email.

It depends on the coupon. Some coupons may apply only to specific collections or exclude certain products. We always display the terms and conditions when offering limited-time coupons on our website or specify them via email.

Coupon codes cannot be used on clearance items, as these are already heavily discounted. However, whether a coupon can be applied to sale items depends on the specific terms of the coupon. Some coupons may apply to sale items, while others may not, depending on the promotion.

We always specify the conditions of our coupon codes on our website or via email when offering a promotion. Please make sure to check the details when applying your coupon code to ensure it is valid for the items in your cart.

Unfortunately, it is not possible to use a discount code on an order that has already been placed. However, you can use it on your next purchase!

At the moment, we don’t offer special coupons or discounts specifically for first-time customers. However, if you subscribe to our newsletter using the form at the bottom of our homepage, you’ll receive a 5% off coupon for your first order!

Yes, we offer flexible payment options through Klarna and PayPal. During checkout, you can choose either service to split your payments into installments, making it easier to manage your purchase.

No, we do not offer exchanges. If you are not satisfied with your purchase, you can return the item within 30 days of delivery—if eligible—and place a new order separately for a different product.

For full details, please see our Refund Policy.

If you're not satisfied with your purchase, you may return it within 30 days of delivery, provided the item is unused, complete, and returned in its original condition. Refunds do not include original shipping or any customs fees we may have covered.

Returns that are incomplete, damaged, or not properly packaged may result in a partial refund or no refund.

For full details, please see our Refund Policy.

To start a return, email us at support@lookeronline.com with the subject: "Return Request – [Order Number]". (You’ll find your 4-digit order number in the confirmation email you received.)

Once your request is approved, we’ll send you detailed instructions on how and where to return your item.

Please note: we do not offer exchanges. If you’d like a different product, simply place a new order after your return is processed.

No, we do not offer exchanges for size or fit. However, if the item is eligible for return, you can send it back within 30 days of delivery and place a new order for the correct size.

For full details, please see our Refund Policy.

If your eyewear arrives damaged, please contact us within 24 hours of delivery at support@lookeronline.com.

To help us resolve the issue quickly, include clear photo or video proof showing the sealed package, the damage, and all contents.

If the damage is confirmed and covered by our policy, we’ll arrange a free courier pickup and issue a refund or replacement after inspection.

Important: If the package appears opened, tampered with, or resealed, refuse delivery and notify the courier on the spot. Then contact us immediately. If the parcel is accepted despite visible tampering, we may not be able to help.

Incomplete or late reports cannot be accepted. For full terms, please see our Refund Policy.

If the product is flawed, defective, or not the item you ordered, please email us at support@lookeronline.com within 24 hours of delivery. Include clear photos or video showing the issue.

Once the issue is confirmed and eligible, we’ll arrange a free courier pickup and proceed with a refund or replacement after inspection.

Requests submitted late or without clear documentation may not be accepted. For full details, please see our Refund Policy.

If one or more items are missing from your order, it may be because we are still waiting to receive certain products from the manufacturer. In that case, our customer service team will contact you with an update as soon as possible.

If your package has been delivered but is missing items, and you believe it may have been tampered with, do not discard the packaging. Contact us within 24 hours and provide the following:

• Clear photos of the outer box, shipping label, and contents
• A continuous, unedited video showing the sealed package and full unboxing
• A signed PDF statement describing the issue

If the package shows signs of being opened or re-sealed, you should refuse the delivery and notify the courier immediately. Claims made without complete documentation or submitted after 24 hours may not be accepted.

For full details, see our Refund Policy.

If you receive the wrong item, please contact us within 24 hours of delivery at support@lookeronline.com. Include clear photos of the product you received and the packaging label so we can verify the error.

If confirmed, we will organize a free pickup of the package from your address and proceed with a refund or replacement after inspection.

Requests submitted after 24 hours or without sufficient documentation may not be accepted. For full conditions, please refer to our Refund Policy.

If you ordered the wrong item by mistake, please contact us as soon as possible at support@lookeronline.com.

If the order has not yet been shipped, we may be able to cancel it so that you can place a new order with the correct item. However, we cannot guarantee any changes once the order is in process.

If the order has already been shipped, you can return the item once delivered. Please note that return shipping and any customs fees will be your responsibility. For full details, see our Refund Policy.

Once we receive the returned product, we will process your refund within 14 days, provided that the item is in good condition. After that, the time it takes for the refund to reach your account will depend on your bank and other factors, but it typically takes no longer than one business week.

For more details, please refer to our Return Policy.

Original shipping costs are non-refundable, except in the case of a verified product defect or shipping error on our part.

If you return an item for any other reason (such as personal preference or ordering the wrong product), your refund will cover the item’s price only. Return shipping and any customs fees will also be your responsibility.

For full details, please refer to our Refund Policy.