Refund policy

This Policy forms part of our Terms and Conditions. It explains returns and how to report a problem with a purchase through LookerOnline. Earlier orders retain their applicable conditions, including any longer return period. Mandatory consumer rights remain unaffected.

1. Return period

You may request a change-of-mind return of an eligible standard product within 14 calendar days of delivery. Legally excluded Personalised Products cannot be returned for a change of mind; see Article 5 of our Terms. This does not affect remedies for faulty or non-conforming goods.

Where you have a statutory right of withdrawal, no reason is required. The period starts when you or your designated recipient, other than the carrier, receives the goods. For goods from one order delivered separately, it starts on receipt of the last good; for one good delivered in lots or pieces, on receipt of the last lot or piece, where applicable. Sending your declaration within the period is sufficient. Any statutory extension, including for missing required withdrawal information, remains available.

2. How to communicate withdrawal or request a return

Go to Returns & Withdrawals:

• Italy, or an international order not yet shipped: use the online form.
• A shipped international Global-e order: use the linked return portal where supported.

For an earlier order or an order not supported or recognised by the return portal, use the online withdrawal form available through the same Returns & Withdrawals page. You may also email [email protected], including if you have difficulty using the online route. Give your name, order number, items concerned and contact email.

Statutory withdrawal may also be communicated by email or another unequivocal statement; neither prior approval nor a particular form is required. You may use the model form at the end of this Policy, but it is optional for you.

The online function sends an acknowledgement on a durable medium, such as email, without undue delay, including your declaration and its submission date and time. This confirms receipt, not return eligibility or refund approval. Subsequent checks and instructions do not postpone a valid withdrawal.

3. Returning goods and return costs

For statutory withdrawal, send the goods back without undue delay and within 14 calendar days of communicating withdrawal, unless the Seller offers collection or another mandatory rule applies. Dispatch within that period is sufficient. Obtain the order-specific return address and customs documents before shipment. A return reference helps handling; it is not prior authorisation to exercise withdrawal. Contact us promptly if instructions are unavailable.

You pay the direct cost of a change-of-mind return where disclosed before purchase and permitted by law. An optional prepaid label, where available, is priced before selection and may be deducted from your refund as disclosed. For statutory withdrawal, you may instead arrange suitable transport at your own expense. For a commercial return, the transport procedure disclosed before purchase applies.

Protect the goods and return their supplied accessories, documents and packaging. Tracked shipping and suitable insurance are recommended if you arrange transport. Responsibility for return loss or damage follows the law and transport arrangement.

You may handle goods as necessary to establish their nature, characteristics and functioning. For statutory withdrawal, excessive handling, damage or missing components may justify a deduction only for actual diminished value for which you are legally responsible. They do not automatically remove withdrawal rights. Any deduction will be explained. No fixed-percentage, restocking, handling or administrative penalty applies; outbound shipping offered free is not retrospectively charged.

4. Statutory refunds

The Seller refunds payments required by law without undue delay and within 14 calendar days of receiving your withdrawal declaration. Unless collection was offered, the refund may be withheld as legally permitted until the goods arrive or you provide evidence of dispatch, whichever happens first. Inspection does not start a new refund period.

For withdrawal from the whole order, any standard outbound delivery charge you paid is refunded where required. Extra charges for an expressly chosen delivery option above the least expensive standard service offered need not be refunded. Partial-order returns follow the applicable rules and delivery charge actually paid. Lawful direct return costs and diminished value may be deducted under section 3.

Refunds use your original payment method unless you expressly agree to another without additional cost or law requires otherwise. Global-e processes refunds for its orders. Your bank’s time to display the credit is separate from the Seller’s deadline. A voucher or exchange is not imposed instead of a monetary refund legally due.

5. Commercial returns where no statutory withdrawal right applies

For eligible standard products, our commercial return offer allows a request within 14 calendar days of delivery where no statutory change-of-mind right applies. Personalised Products are excluded. Follow the order-specific instructions and dispatch within 14 calendar days of receiving them.

Reasonable try-on is allowed. Otherwise the product must be unused, undamaged, unaltered and complete with its supplied accessories and packaging. A materially non-compliant return may be refused; minor missing or damaged secondary components may instead justify a deduction proportionate to the actual loss of value.

You pay return transport. Original outbound delivery charges are not refunded unless law or your order terms require otherwise. A refund due under this offer is issued within 14 calendar days after receipt and inspection, carried out without undue delay. The payment-method rules in section 4 apply. This offer does not replace statutory withdrawal or remedies for faulty goods.

6. Cancellation, personalised goods and exchanges

You may communicate withdrawal for an eligible standard product before shipment or delivery, including withdrawal of your offer before acceptance, without an automatic cancellation penalty. If the parcel has shipped, follow the return procedure. A request cannot guarantee that a parcel being prepared for dispatch will be stopped.

For a legally excluded Personalised Product, accepting cancellation or a change before processing is a commercial concession unless law requires otherwise. Article 5 of our Terms defines personalised eyewear, including the complete frame-and-lenses product, and explains prescription responsibilities.

Refusal or non-collection alone is not a withdrawal declaration. Without valid withdrawal, a delivery failure attributable to you may result in recoverable costs under Article 7.4 of our Terms. Refusing a legally excluded Personalised Product does not create a refund right.

We do not offer change-of-mind exchanges as a standard service. Return an eligible item and place a separate order for the product you want. This does not affect replacement as a statutory guarantee remedy.

7. Damaged, incorrect, missing or faulty goods

Report the issue to [email protected] with your order number, a description and clear photos of the problem and relevant packaging or label. Retain the goods and evidence; contact us before altering, repairing or returning a disputed item.

We assess the evidence and may request reasonably necessary information or inspection. A claim does not automatically trigger collection, refund or replacement before necessary checks. Articles 7.2 and 9 of our Terms set out delivery-claim procedures, evidence and safeguards against false claims.

The statutory legal guarantee is explained in Article 10 of our Terms. Covered remedies and necessary transport are free as required by law. Clearly documented accidental damage, misuse or ordinary wear may fall outside cover; separate paid work requires prior agreement. Article 10.2 explains ordinary frame fitting and the agreed adjustment-cost contribution. No 24-hour reporting deadline applies to ordinary guarantee claims.

8. Duties and taxes on returns

For Canada only:
If you return your order, you will receive a full refund of any duties and taxes paid at checkout, in addition to the cost of the returned items.

For other destinations:

• Included in the product price: duties and taxes are not separately deducted from the product refund.
• Paid separately at checkout: generally not refunded under the Global-e rule, except where law or an applicable refund arrangement requires otherwise.
• Paid directly to a carrier or customs authority: any available refund may need to be requested from that authority by you, unless law or a specific arrangement requires the Seller to handle or reimburse it.

Included amounts are not refunded twice. Any applicable return transport cost is separate from the full refund of Canadian checkout duties and taxes. Follow customs instructions and use the required return documents. Return-related customs or clearance charges may be charged or deducted only where legally recoverable, properly disclosed and explained. Our internal recovery costs do not reduce a refund otherwise due to you.

Annex A – Model withdrawal form

Complete and return this form only if you wish to withdraw from the contract.

To: COLARC S.R.L. a socio unico / LookerOnline Customer Service, Piazza Indipendenza 6, 58031 Arcidosso (GR), Italy; [email protected].
For Global-e orders, LookerOnline receives the notice for the Seller identified in the order.

I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods / for the provision of the following service (*):
Ordered on (*) / received on (*):
Name of consumer(s):
Address of consumer(s):
Signature of consumer(s) (only if notified on paper):
Date:
(*) Delete as appropriate.

The address above is for notices. Use the order-specific return instructions for the logistics address.

Last updated: October 19, 2026