FAQ

Service and delivery

How can I track the box I have ordered? You can find the tracking number you need in the email confirming the shipment and you can track the shipment on the website https://www.ups.com/tracking/tracking.html. For further information please do not hesitate to contact us. 
 
What happens if I haven't received the order confirmation email? The confirmation email is automatically sent after your order is confirmed. The missing receipt may indicate a payment failure or that the product is temporarily unavailable. Please click here for further information.
 
Which countries do you ship to? Do you ship abroad? Our products are shipped to Italy (apart from Livigno, San Marino, Vatican City), Spain (except for Canaries, Melilla, Ceuta and Gibraltar) France (except for Corsica and DOM TOM), Germany, Denmark (with the exception of Faroer) Sweden, Finland (with the exception of Aaland). For further information, please click here.
 
What is the average estimated time of arrival for the goods? Standard deliveries are carried out within 3-5 days from the order confirmation, unless anything unforeseen happens. You can track your shipment through the tracking number provided in the email confirming the order. For further information, please click here.
 
Am I obliged to accept the package on delivery or can I reject it? You can accept the order on approval and return it within 14 days from the delivery. For further information, please feel free to contact us here.
 
How can I contact the Customer Service? Kindly leave us your email address through the online form at the bottom of the web page and we will contact you as soon as possible.

Rates and policies

How much are the shipping and transport costs? Shipments are free for orders over 65 €, otherwise the standard shipping cost is 7 €. For further information please click here.
Is my shipping insured? Our shipments are insured. For further information please click here.
 

Payments

How does the payment via credit card work? and PayPal payments? After the card details are verified, the issuer authorizes the debit and you will receive the email with the order confirmation. If, after 10 days from the order proposal, the amount cannot be charged on the card, the order will be cancelled. For further information, please do not hesitate to contact us.
Which safety measures have been implemented? Are personal data and payment data safe? Your personal data and the card details are saved in the system on Polaroideyewear only during the purchasing phase. They are then removed. For further information please click here.
 
 
 

Return policy (NON warranty)

How does the right of withdrawal work? You can use your right of withdrawal within 14 days from the delivery date, without giving any explanation. It is necessary to inform the Customer Service of the decision, send the product back and fill in the specific online form. The return will be charged on the purchaser. Both the cost of the product and the initial shipping costs will be fully credited within 15 days. For further information, click here.
How is the amount of the return reimbursed? The product cost and the transport cost will be fully credited on the same means of payment used for the initial order.
Can I return the products I bought either to have a full reimbursement or to change one of the products? You may return the product if it is still covered by warranty or if you have received the wrong product. The Customer Service will confirm the acceptance of the return and reimbourse the entire amount, or if it is possible in the specific case, suggest a product replacement.
What do I need to return a product? What happens if I have lost the original form / packaging? Contact Customer Service through the online form, specifying your name, surname, order number and address.
Remember that the product must be intact, not used and complete of accessories. It must be shipped back in the original packaging, together with payment receipt and manuals provided.

Product selection

Which products are available online? The products you find on the website are a selection of the products available inside the shops. For further information, please click here.
What is the difference between antiglare and polarized lenses? Anti-glare lenses reduce glare of light coming from reflective surfaces, while polarized lenses reduce glare caused by specific environment conditions. Both provide a clearer and more comfortable vision. To learn more about specific technical details of our product please click here.
 
Which lenses are available for your glasses? You can find here our available range of colors and collections.  You can find our spare parts in stores. You can look up for the shop closest to you via the Store Locator.
Is it possible to buy prescription lenses? This is not possible unfortunately, as all glasses are sold with demo lenses. You can find the nearest optician to where you live using our Store Locator.
How can I recognize the authenticity of the product I receive? All the products bought on our websites are authentic. For further information, please feel free to contact us. 
 

Technicalities

What degree of UV protection do Polaroid glasses offer? The degree of UV protection of our lenses is defined on the basis of international parameters. You can find it printed on the end of the temples of your glasses or inside the information note you have received within the packaging. For further information,  feel free to contact us.
 
What are the optical performance of your products? All our sunglasses have a 100% UVA and UVB protection, according to the international protection standards against exposure to sunlight. The degree of protection varies from a very limited protection (category 0) to a total protection (category 4), and is reported within the temples and in the information note. 
 
Where can I find instructions for the correct use of the product? What is the correct care and maintenance to keep the product at its best? Our glasses must be kept at a temperature between -10 ° C and + 35 ° C in their case avoiding exposure to the sun in closed environments. In case sunglasses get ruined, it is recommended to replace your lenses with original spare parts. To clean them, use a damp cloth and a normal neutral detergent, being careful to dry them with a soft and clean cloth avoiding the use of solvents and aggressive chemical detergents. For further information, please feel free to contact us.

Warranty

What can I do if my glasses are defective? If the frame has been bought online on polaroideyewear.com, first of all please contact the Customer Service using the specific online form you can find at this link. Once your request is received it will be sufficient to fill in the form for the warranty providing your name, surname, address, postcode together with a photograph of the defective product. The Customer Service will send you a label which needs to be attached on the outer part of the parcel returned. You can either request the collection of the return directly at your door or you can hand it over to the carrier using UPS collection points. For further information please click here.
Can I return the products using a courier other than UPS? Sure, you can send the return with a different carrier, but you will be charged for the transport cost. We recommend to choose a carrier who can provide a tracking service, in case the parcel gets lost. Please do not hesitate to contact us for further information. 
 
 
 

Price

Are prices inclusive of VAT? Prices shown on our website include Vat, according to the single country of reference. For further information, please click on the link.

No proof of purchase/order number

What happens if the glasses are defective, but I cannot find the proof of purchase (or invoice)? We really care for quality and for our customers' satisfaction. Unfortunately, the receipt (or invoice) is essential to benefit from the warranty coverage. For further information, please do not hesitate to contact us.