Refund policy

At LookerOnline, we aim to make the refund process clear, secure, and fair for both parties. Refunds are issued for eligible returns under the conditions detailed below. If you would like to return a product, please refer to our Return Instructions for full guidance.

1. Refund Eligibility

  • Refunds are available for items returned within 30 days of delivery, provided they are unused and returned in original condition with all packaging, branded cases, accessories, tags, and documentation included.
  • Returns must be complete. Partial returns or items missing components will result in partial refunds or denial.
  • This applies regardless of whether the loss or damage occurred during customer handling or transit.
  • Customers are solely responsible for ensuring the returned item arrives in perfect condition.
  • We strongly recommend using insured, traceable shipping. Claims for return transit damage must be made by the customer directly with the carrier.

2. Refund Process

  • Refunds are processed within 14 business days from receipt and inspection.
  • Reimbursements are made to the original payment method. Processing times may vary by bank or provider.
  • All shipping and customs charges are non-refundable and will be deducted where applicable.
  • Unless otherwise agreed in writing, the customer bears return shipping costs.
  • We do not issue prepaid labels.

3. Customs Fees (For Non-EU Customers)

  • Customs fees and import duties paid to receive the product will be deducted from refunds.
  • Upon request, we provide copies of relevant courier or customs documents. These documents will be in Italian, as issued by the respective authorities or couriers.

4. Special Refund Cases

  • Defective Items: If a product is confirmed defective due to manufacturing, we will reimburse return shipping and provide a full refund. We require clear photo or video proof. Damage from misuse, improper handling, or intentional alteration voids eligibility. Requests for refund due to manufacturing defects must be submitted within 24 hours of delivery.
  • Bulk Returns: Returns involving two or more items are subject to a flat 25% restocking fee unless agreed otherwise in writing. This covers inspection, handling, and reprocessing.
  • Cancellations: Orders cannot be canceled after dispatch. If the item is in transit, you may refuse delivery or return it once received. In either case, all outbound shipping, customs, and restocking fees apply. Cancellations before dispatch are accepted.

5. Important Notes

  • Lost or Damaged Returns: We are not liable for return shipments lost or damaged. Items must be securely packaged. Damage caused by poor packaging or mishandling voids the refund. Ensure your courier provides insurance and tracking.
  • Undeliverable Packages: Orders returned due to incorrect address, absence, refusal to pay duties, or failure to respond to courier contact will incur full deduction of shipping, customs, and handling fees. Couriers have limited ability to store or follow up on undelivered shipments. It is essential that customers provide accurate delivery details and remain available for contact. Once the courier attempts delivery or reaches out, the customer is expected to coordinate directly with them for any rearrangements. LookerOnline is not authorized to act on behalf of the recipient with the courier service. In such cases, a flat 50% of the total order value will be deducted from the refund to cover these costs.
  • Delivery Disputes: If tracking confirms delivery (including to a mailbox, locker, concierge, or designated spot), we are not liable for loss or theft. Claims of empty or incomplete deliveries must be supported by a continuous, unedited video showing the sealed package, full unboxing, and contents. Claims of missing items must be submitted within 24 hours with clear photos of the label, outer packaging, and contents. Incomplete claims will not be accepted.
  • Glasses Alignment and Optical Adjustments: Slight asymmetry or misalignment between the temples of glasses is common and not considered a defect. All frames are shipped as received from official brand manufacturers and are not pre-adjusted. Basic adjustments (tightening, straightening, etc.) can be performed by any optician globally, usually free of charge. If charged, we reimburse up to €10 or $10 upon receipt submission.
  • Fraud Prevention: Fraudulent, false, or excessive claims will result in permanent ban and legal action. We reserve the right to deny future returns in cases of abuse or repeated unfounded disputes.

6. Custom Lenses (Prescription and Non-Prescription)

  • Under EU law (Art. 59(c) Consumer Code), the right of withdrawal does not apply to customised products. This includes any type of lens mounted on request: prescription lenses, non-prescription lenses, blue-light filters, tinted or polarised sun lenses, Transitions/photochromic lenses, or any lenses cut, edged, or fitted specifically for the customer.
  • Once lens production has started, the order cannot be cancelled or refunded.
  • You may still return the frame. If returned without custom lenses, we will refund the value of the frame only. If returned with custom lenses still mounted, the value of the lenses will be deducted, as customised lenses cannot be reused or resold.
  • These limitations do not affect the customer’s legal warranty. If the frame or lenses are defective or incorrect, we will replace or remake them at no cost.

7. No Exchanges

  • We do not offer product exchanges. If you'd like a different item, return the original (if eligible) and place a new order separately.

8. Need Help?

9. Governing Law

  • This policy is governed by Italian law.
  • For consumers residing in the European Union, any disputes may be brought before the competent courts of their place of residence, in accordance with EU Regulation 1215/2012.
  • Customers residing outside the EU agree that any disputes shall fall under the jurisdiction of the courts of Italy.

Last updated: November 25, 2025