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, contact us as soon as possible at support@lookeronline.com, and we’ll do our best to help.

If your order was just placed, there’s a good chance we can make changes or cancel it without any issues. However, once an order has been shipped, it cannot be canceled.

If you refuse the delivery, it will be processed as a return, and any applicable shipping and customs fees will be deducted from your refund.

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!

At the moment, we do not offer pre-orders for out-of-stock products, but we are working on making this possible in the future.

In some cases, a product may appear as "in stock" on our website because it is available from our manufacturers, but later we may be informed that it is actually unavailable. If this happens, we will cancel your order and issue a full refund.

Unfortunately, we rely on availability updates from multiple suppliers, each managing catalogs with tens of thousands of products. While we do our best to keep stock information accurate, availability can sometimes change unexpectedly.

Yes! As soon as we ship your order, you will receive an automatic email with the tracking link from the courier.

If the product is in stock, we will ship it within 24 hours on business days, so you’ll receive the tracking email very soon.

If the product is not in stock, we will order it from the manufacturer as quickly as possible. While this may take a little longer, most orders are delivered within 10-14 business days.

We know you're excited to receive your order, and we’re working hard to get it to you as soon as possible!

If you realize you've made a mistake in your order, contact us as soon as possible at support@lookeronline.com.

We are unable to modify orders once they have been placed. However, if your order has not yet been shipped, we can cancel it so you can place a new one with the correct details.

The sooner you reach out, the better!

Free shipping is available on all orders over:

• 199€ (~199$ ~170£) to all European countries, Hong Kong, Singapore, Taiwan, Thailand, and the USA.
• 300 AUD (~325 NZD) to Australia and New Zealand.
• 3,800 ZAR to South Africa.

Shipping within Italy is always free, regardless of the order amount.
For orders below these amounts, the following shipping fees apply:

• 10€ for European countries (15£ for the UK).
• 20$ for the USA.
• 25€ for Hong Kong, Singapore, Taiwan, Thailand.
• 40 AUD (~45 NZD) for Australia and New Zealand.
• 500 ZAR for South Africa.

For more details, please check our Shipping Policy.

We ship to:

• All countries in Europe
• Australia
• Hong Kong
• New Zealand
• Singapore
• South Africa
• Taiwan
• Thailand
• USA

We do not ship to countries not listed above.

For more details, please check our Shipping Policy.

Most orders are delivered within 5-14 business days from the date of purchase.

All products are ordered directly from official manufacturers (De Rigo, Kering, Luxottica, Marchon, Marcolin, Safilo) once an order is placed. We typically receive them within 3-10 business days and ship them within 24 hours.

For products marked as "In Stock", delivery is faster:

- Italy: 2-3 business days
- EU: 3-4 business days
- International: 4-5 business days

Once shipped, you will receive a tracking link (please allow 24-48 hours for activation). For any questions, contact us at support@lookeronline.com.

All orders are shipped via Express Shipping. However, we do not stock most products in advance. Instead, we order them directly from the official manufacturers (De Rigo, Kering, Luxottica, Marchon, Marcolin, Safilo) once a purchase is made.

This means that while we typically receive the products within 3-10 business days, we ship them within 24 business hours of arrival.

Once shipped, delivery times are as follows:

• Italy: 2-3 business days
• EU: 3-4 business days
• International: 4-5 business days

For products marked as "In Stock", shipping happens within 24 business hours, and delivery follows the standard Express Shipping timeframe.

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 website. Please allow 12 to 24 hours for the tracking link to activate.

For products that are in stock, you will receive the tracking email within 24 working hours after purchase.

For products that we order from manufacturers, please note that it may take several days before you receive a tracking number. This is because we first need to receive the product from the manufacturer before we can ship it to you. However, we estimate a total delivery time of 7 to 14 working days for these items.

If you have any questions about your order status, feel free to reach out to us at support@lookeronline.com—we’re happy to help!

The estimated delivery time from order placement to arrival is approximately 7–14 business days. While most orders arrive within 10 days, some may take longer than 14 due to factors beyond our control.

We cannot guarantee delivery within 14 business days, as we rely on manufacturers to supply most products before shipping. Additionally, delays may occur due to customs processing or unforeseen transit issues.

In the rare event of major shipping delays or sourcing problems, our customer service team will contact you with updates. Rest assured, we are committed to getting your glasses to you as quickly as possible.

Please note: If your order has already been shipped, cancellation is not possible—the order is final once it’s on its way.

Yes, if you're ordering from outside the European Union, you will most likely be charged customs fees.

While purchases made from outside the EU are exempt from VAT, they may still be subject to customs duties. You may be required to pay these fees when your order arrives in your country. This also applies to the 32 Special Territories of the EU and the United Kingdom.

Please note that LookerOnline has no control over these charges, and customers are fully responsible for any import duties or fees.

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

Please double-check your shipping information before completing your purchase to avoid any issues. If there is a critical mistake, contact us at support@lookeronline.com as soon as possible—we'll do our best to help, but 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.

Yes, absolutely! If you're not satisfied with the product, you can return it within 30 days from the delivery date and either exchange it for another item or receive a full refund (minus shipping costs and customs fees).

For full details, please refer to our Return Policy.

If you're not 100% satisfied with your purchase, you can return it within 30 days from the delivery date for a full refund (excluding shipping costs and any customs fees).

For full details, please refer to our Return Policy.

To start the return process, please follow these steps:

1. Email us at support@lookeronline.com with the subject line: "Return Request - [Order Number]". (You can find your order number in the confirmation email you received—it’s a 4-digit code.)
2. Wait for instructions
   Once we review and approve your return request, we’ll send you detailed instructions on how and where to send your return.

Most definitely! You can return the product within 30 days from the delivery date and get another one of a different size, or a full refund (minus shipping costs and customs fees).

For full details, please refer to our Return Policy.

If you receive a damaged product, please contact us as soon as possible at support@lookeronline.com, providing photographic evidence of the damage or issue with the item. We will arrange for the package to be picked up from your address at our expense. Once we receive the product back, we will either send you a replacement or issue a full refund.

Please note that we reserve the right to refuse replacement or refund requests if we determine that the issue was not caused by our error or negligence.

If you notice signs of tampering or mishandling of the package, or if the package appears to have been opened, unsealed, and re-sealed, please notify the courier immediately and refuse the delivery. We are not responsible for damages or losses that occur during shipping, including but not limited to missing, damaged, or defective products. It is important to inspect your package upon receipt, as we disclaim liability for damage or loss that is not reported promptly, or that results from not refusing a package showing signs of tampering or mishandling.

If the product is flawed, defective, or different from the one you ordered, please notify us immediately at support@lookeronline.com upon receiving the product. It’s important to attach photographic evidence of the issue. Our customer service team will then reach out to organize the pick-up of the package from your address at our expense. Once we receive the product back, we will either send you a replacement or issue a full refund.

Please note that we reserve the right to refuse replacement or refund requests if we determine that there is no issue with the product.

If one or more items are missing from your order, it may be because we are still waiting for certain products to be delivered by our manufacturers. In this case, our customer service team will have already contacted you with an update.

If you’ve received fewer items than expected, it’s possible that your package was tampered with. If the package appears to have been opened, unsealed, or re-sealed, please notify the courier immediately and refuse the delivery. We strongly advise all customers to inspect their packages upon receipt. Our company is not liable for any damage or loss that is not reported promptly or that results from failing to refuse a package showing signs of tampering or mishandling.

If you receive the wrong item, please contact us immediately at support@lookeronline.com, including photographic evidence of the incorrect product. We will arrange for the package to be picked up from your address at our expense. Once we receive the returned item, we will send you a replacement or issue a full refund.

If you realize you ordered the wrong item after receiving it, you can return the product within 30 days from the delivery date and receive a full refund (minus shipping costs and customs fees). For full return details, please refer to our Return Policy.

If you realize the mistake before receiving your order, contact us at support@lookeronline.com and we will do our best to help. If your order was just placed, we may be able to cancel it and process a new order with the correct product. If the order has already been shipped, you will need to wait for delivery and then request a return.

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.

Unfortunately, the shipping charges for your original order (if any) are non-refundable.