Shipping policy

This Shipping Policy applies to orders placed through LookerOnline and forms an integral part of the applicable Terms and Conditions. Depending on the destination and purchasing model applicable to the specific order, shipping and logistics may be managed directly by COLARC S.R.L. a socio unico (“COLARC”) or through services provided by Global-e and its appointed logistics providers.

1. Global-e Integration and International Orders

As of 28 September 2026, LookerOnline operates an integration with Global-e for international sales.

Orders placed before 28 September 2026 remain subject to the shipping, customs, duties and delivery arrangements applicable at the time the order was placed.

For orders placed on or after 28 September 2026, the applicable shipping model may vary depending on the destination country and the Global-e services enabled for that market at the time of purchase. Shipping may therefore be managed directly by COLARC or through Global-e and its appointed logistics providers.

The shipping method, carrier, applicable charges, estimated delivery information and, where relevant, the treatment of duties and taxes displayed during checkout or in the order-specific information apply to the relevant order, without prejudice to mandatory rights under applicable law.

2. Shipping Origin and Supported Destinations

LookerOnline ships from Tuscany, Italy, to customers in Italy, across Europe and to numerous international destinations worldwide.

Following the integration with Global-e, our international shipping coverage has been expanded to include additional markets beyond those previously served directly by COLARC.

The countries and regions currently supported are those available for selection as delivery destinations on our website and during checkout. Shipping availability may vary depending on the destination, the services enabled for that market, applicable local restrictions and carrier or logistics availability.

Certain remote territories, islands, overseas regions or special administrative areas may be excluded even where the associated country is otherwise supported.

If a destination cannot be selected during checkout, we are not currently accepting orders for delivery to that destination.

Some products and services may be subject to additional geographical restrictions, as explained below.

3. Order Fulfillment and Preparation Times

Most products available on LookerOnline are sourced from the relevant official manufacturer or official distributor after an order is placed. This allows us to offer a wider selection of authentic eyewear and access to the latest collections.

For products that are not physically in stock at our facility, sourcing usually takes 5 to 11 business days.

This timeframe is indicative and not guaranteed. Actual sourcing times depend primarily on the availability and processing schedules of the relevant manufacturer or official distributor and may vary due to supplier processing times, transport from the supplier, holidays, seasonal closures, exceptional demand or other circumstances outside COLARC’s reasonable control.

A delay beyond the usual 5 to 11 business days does not, in itself, mean that the order has been cancelled or that the product is unavailable.

Once a product reaches our facility, it is inspected and the order is typically dispatched within 2 business days.

Products marked as “In Stock” are typically dispatched within 2 business days after the order is placed.

If a supplier confirms that a product is unavailable, discontinued or cannot be sourced within a reasonable timeframe, the customer will be informed without undue delay. The affected order may be cancelled and fully refunded, or the customer may be offered available alternatives or other options, where appropriate.

Orders containing multiple products are normally dispatched only once all items are ready for shipment. Where an order includes both an In Stock product and a supplier-ordered product, the overall fulfillment time will therefore normally depend on the item requiring the longest preparation time.

Separate or partial shipments may be arranged where appropriate and operationally available, depending on the purchasing model and logistics service applicable to the order.

For the purposes of this Shipping Policy, “business days” means Monday to Friday, excluding public holidays in Italy, unless a different timeframe is expressly specified for a particular destination or service.

4. Prescription Lenses and Personalised Products

Orders including prescription lenses or other eligible customised lenses may require up to 5 additional business days for lens processing, fitting and quality control before dispatch.

Prescription glasses, prescription sunglasses and other products incorporating lenses manufactured according to an individual prescription or individual optical parameters are available exclusively for delivery to addresses within the European Union.

Further conditions applicable to prescription and personalised products are set out in our Terms and Conditions.

5. Estimated Delivery Times

For orders managed directly by COLARC, the indicative transit times after dispatch are generally:

• Italy: 2–3 business days.
• European Union: 2–4 business days.
• Non-EU destinations: 3–5 business days.

For supplier-ordered products, the usual sourcing period of 5–11 business days must be considered separately from the estimated transit time.

Orders including fitted lenses may require up to 5 additional business days before dispatch.

For orders whose logistics are managed through Global-e, estimated delivery times may vary depending on the destination, selected shipping service and logistics provider. The applicable estimate is displayed during checkout or in the information relating to the specific order, where available.

All sourcing, preparation, dispatch and transit times are estimates and do not constitute a guaranteed delivery date unless a specific delivery guarantee has been expressly agreed.

Actual delivery times may be affected by supplier availability, customs procedures, security checks, holidays, weather conditions, strikes, exceptional events, remote locations, carrier operations or other circumstances outside the reasonable control of the parties involved in the shipment.

6. Shipping Costs and Couriers

We offer free standard shipping on orders to all currently supported destinations, unless otherwise expressly indicated during checkout before the order is submitted.

LookerOnline ships from Italy using professional carriers, primarily including BRT, FedEx and DHL.

The carrier used for a specific order may vary depending on the destination, purchasing model, logistics service and operational requirements. Where applicable, shipments may also be handled through carriers or logistics providers made available by Global-e.

Import duties, taxes, customs clearance charges and other destination-country charges, where applicable, are separate from shipping costs unless expressly included in the price or collected during checkout, as explained in Section 9.

7. Remote Area Surcharge

If the delivery address is classified as a remote area by the carrier or logistics provider, an additional surcharge may apply.

Where such a surcharge is known and can reasonably be calculated before purchase, it will be displayed during checkout.

If an additional remote-area surcharge is identified only after the order has been placed, the customer will be contacted before dispatch where an additional payment or authorisation is required. No such additional surcharge will be charged without the customer’s agreement.

If the customer does not wish to accept the additional surcharge, or if delivery cannot reasonably be arranged to the address provided, the affected order may be cancelled and fully refunded, subject to any mandatory provisions applicable to the specific purchasing model.

8. Delivery Address

Customers are responsible for providing a complete and accurate delivery address and valid contact details when placing an order.

Requests to change the delivery address after an order has been submitted can only be accepted where technically and operationally possible. A change cannot be guaranteed once the order has entered preparation or has been handed over to the carrier.

Where permitted, address corrections must normally remain within the original destination country.

The destination country cannot be changed after the order has been submitted, unless expressly accepted under the procedure applicable to the specific order.

The billing address cannot be changed after the relevant fiscal or commercial documentation has been issued, except where required by law or technically permitted.

9. Customs, Duties and Taxes

International orders may be subject to customs duties, import taxes, clearance fees or other charges imposed by the destination country.

The treatment of these charges may vary depending on the destination and the purchasing model applicable to the specific order.

For deliveries within the European Union, VAT is included where applicable, and no import customs duties apply to goods shipped from Italy to other EU Member States.

European countries outside the European Union are treated as non-EU destinations for customs purposes and may be subject to local import duties, taxes and clearance charges.

Where an order is processed through Global-e, the treatment of duties and taxes applicable to the specific destination is indicated during checkout or in the order-specific information.

Depending on the destination, such amounts may be included in the displayed price, collected during checkout or become payable in connection with importation or delivery where this is expressly indicated before purchase.

Where customs duties, import taxes or other destination-related charges are not expressly included or collected in advance, they may be payable by the recipient to the extent indicated before purchase and permitted by applicable law.

For orders fulfilled directly by COLARC and delivered to the United Kingdom, orders with a value below GBP 135 are currently not accepted. This restriction does not automatically apply to orders processed through Global-e, for which the applicable checkout configuration and destination-specific conditions determine order eligibility.

LookerOnline does not determine or control charges imposed independently by foreign customs authorities, tax authorities or other destination-country authorities.

The customer is responsible for providing any information or documentation reasonably requested by the carrier, Global-e or customs authorities to complete customs clearance and for paying any applicable charges disclosed as payable by the recipient.

Failure to cooperate with customs clearance or to pay applicable charges may result in delays, failed delivery or return of the shipment.

10. Tracking and Delivery

Once an order has been prepared and handed over for shipment, the customer will receive the available tracking information by email or through the relevant order communication.

Tracking information may take approximately 12–48 hours after dispatch to become fully active in the carrier’s system. In some cases, updates may take longer.

Customers should reasonably monitor tracking information, remain available for delivery, respond to carrier communications and arrange collection or redelivery where required.

Where the customer provides a hotel, reception, concierge, office, company, accommodation facility or another address at which third parties normally receive deliveries, delivery may be made to the personnel normally responsible for receiving parcels at that address.

Instructions given directly by the customer to the carrier, including redirection, delivery to a neighbour, locker, collection point, reception, safe place or another alternative delivery arrangement, are considered delivery instructions authorised by the customer.

11. Shipments Marked as Delivered

If tracking indicates that a parcel has been delivered but the customer cannot locate it, the customer should promptly contact [email protected].

LookerOnline may assist with the investigation and review the available official evidence, including tracking information, Proof of Delivery, delivery scans, date and time of delivery, recipient name or signature, photographs, location information and other relevant carrier records.

Where official carrier records confirm delivery to the address provided by the customer or to a person or location authorised by the customer, the shipment may be treated as delivered for the purposes of reviewing the claim unless objective evidence demonstrates a delivery error.

Reporting that a parcel has not been received does not automatically entitle the customer to a refund, replacement or reshipment before the reasonably necessary checks have been completed.

Mandatory consumer rights under applicable law remain unaffected.

12. Failed Delivery or Return to Sender

Where delivery cannot be completed or a parcel is returned because of circumstances attributable to the customer or recipient, including:

• an incorrect or incomplete delivery address;
• unavailability or failure to respond to the carrier;
• failure to collect the parcel;
• unjustified refusal of delivery;
• failure to provide information or documentation required for customs clearance; or
• failure to pay applicable duties, taxes or customs charges;

the customer may be responsible, to the extent permitted by applicable law, for the actual, reasonable and documented costs directly resulting from those circumstances.

Such costs may include, where actually incurred, outbound and return transportation, storage, customs clearance, duties, taxes, import or re-import charges and other carrier or logistics charges.

Where permitted by applicable law, recoverable amounts may be deducted from any refund otherwise due, in accordance with the procedure applicable to the specific order.

13. Damaged, Open or Tampered Packages

Customers should inspect the external condition of their parcel at the time of delivery.

If the package is visibly damaged, open, crushed, wet or appears to have been tampered with, the customer should either refuse delivery or accept the parcel only after making a specific reservation with the courier describing the visible issue, where this option is available.

Please retain the product, outer packaging, shipping label and any other material relevant to the claim.

Apparent transport damage, missing products or components, receipt of a product different from the one ordered, an apparently empty parcel, signs of tampering or other anomalies identifiable upon delivery or opening should be reported to [email protected] without unjustified delay and, where possible, within 24 hours of delivery.

Depending on the circumstances, reasonable supporting evidence may be requested, including:

• clear photographs of the outer packaging, shipping label, product and contents;
• photographs showing visible damage or signs of tampering;
• any available video recording of the parcel being opened;
• courier documentation or delivery records;
• where reasonably necessary, a written and signed statement describing the circumstances; and
• any other information reasonably necessary to investigate the claim.

For claims involving an apparently empty parcel, missing or substituted contents or alleged tampering, a continuous and unedited video showing the sealed package and its complete opening, where available, may constitute particularly relevant supporting evidence.

The information provided may be compared with order-preparation records and carrier information, including shipment weight, tracking records, Proof of Delivery, photographs, scans and other available evidence.

Submission of a claim does not automatically entitle the customer to a refund, replacement or reshipment before the reasonably necessary checks have been completed.

Failure to report an apparent issue promptly or to retain relevant evidence may make verification of the circumstances more difficult.

The recommended 24-hour reporting period concerns apparent delivery and transport anomalies only. It does not limit or replace the statutory legal guarantee, the right of withdrawal or any other mandatory consumer rights under applicable law.

14. Delivery Delays

All fulfillment, sourcing, preparation, dispatch and transit times are estimates and are not guaranteed unless expressly stated otherwise.

For supplier-ordered products, timing depends principally on the availability and processing schedules of the relevant official manufacturer or distributor.

Supplier delays, temporary availability issues, transport from the supplier, holidays or seasonal closures may therefore extend the estimated fulfillment timeframe, including beyond the usual 5 to 11 business days.

After dispatch, delays may occur because of carrier network disruptions, customs procedures or inspections, peak periods, weather conditions, security checks, local delivery issues, public authority measures, force majeure or other circumstances outside the reasonable control of the responsible party.

Such events may extend delivery beyond the estimated transit time. While LookerOnline may assist with carrier enquiries where appropriate, carrier operating schedules and the processing times of customs or other authorities cannot be guaranteed.

Delays caused by circumstances outside the reasonable control of the responsible party do not automatically give rise to compensation for losses or damages, without prejudice to mandatory consumer rights under applicable law.

15. Orders Before and After the Global-e Integration

Orders placed before 28 September 2026 continue to be managed according to the shipping model and conditions applicable at the time of purchase.

For orders placed on or after 28 September 2026, the checkout, order confirmation and other specific information provided in connection with the transaction determine the logistics model and operational conditions applicable to the specific order.

In the event of any difference between the general information contained in this Shipping Policy and the specific information displayed to the customer during checkout for a particular destination, the order-specific information prevails to the extent necessary to reflect the service actually purchased, without prejudice to mandatory rights under applicable law.

16. Terms and Conditions

This Shipping Policy forms part of and should be read together with our Terms and Conditions.

By placing an order, the customer confirms that they have had the opportunity to review the Terms and Conditions and the contractual policies applicable to their purchase, including this Shipping Policy.

Last updated: September 30, 2026