Refund policy

 

At Ottica Ilop, we are committed to ensuring your purchase is always satisfying. If, for any reason, you are not satisfied with your purchase, you have 14 days to return it. Please review our Return and Refund Policy:

Return Period:
To initiate a return request, you have 14 days from the date you receive your order. The withdrawal period, during which you can exercise the right to return the product, expires 14 days after the day on which you or a person designated by you, other than the delivery courier, takes physical possession of the ordered product. In the case of multiple products ordered in the same order but delivered separately, the 14-day period starts from the day you physically take possession of the last delivered item.

How to Request a Return:
To start your return request, please contact our Customer Service via email, phone, or by filling out our online form. We will provide you with all the necessary assistance and send you a prepaid return label to make the product return easy and convenient.

Return Handling Fees:
Please note that we apply a fee for processing returns, which varies depending on the delivery area of your order:

• Italy: €5

• European Union, United Kingdom, United States, and Switzerland: €10

• Albania, Bosnia and Herzegovina, Iceland, Kosovo, Liechtenstein, Moldova, Montenegro, and Norway: €30

• Rest of the world: €45

Currency conversion will be based on the exchange rate set by the European Central Bank at the time of the return request.

Return Authorization and Label:
To ensure a smooth return process, please obtain authorization from our Customer Service before sending back the item. Any item returned without our authorization or without the return label provided by our Customer Service will not be eligible for a refund.

Return Shipping Period:
Items to be returned must be shipped within 10 days of receiving the return label. Please ensure timely return of the item to avoid delays in the refund process.

Return Shipping Address:
Eyeoo Srl
via De’ Musei, 4
40124 Bologna (BO), Italy

This address will be pre-filled on the return label and in the documents you will receive.

Condition of Returned Items:
To be eligible for a refund, returned items must be unworn and in perfect condition, with all accessories and original packaging intact. We cannot refund items that do not meet these criteria. Please note that the responsibility for the returned item lies with the buyer until it is received by us. For more details on your right to return and refund, please refer to our Terms and Conditions of Service.

Refund Process:
You remain responsible for the item until it reaches us. Once the returned item is received and its eligibility verified, we will initiate the refund process. You will be reimbursed the amount paid for the item, minus the return handling fees. Please note that shipping costs and any taxes incurred are non-refundable. Refund processing times may vary depending on the payment method used.

Exclusions:
Sale items cannot be returned or refunded. Customized frames, including those with prescription or non-prescription lenses, are not eligible for refunds unless they are defective or do not match the prescription provided at the time of purchase. In case of defects or prescription discrepancies, please contact our Customer Service immediately.

Defects on Delivery:
All items we ship are checked by our quality control before shipment. In the unlikely event that you receive a defective item, please contact us immediately. We will be happy to assist you and help resolve the issue.

For further information or questions about our Return and Refund Policy, please do not hesitate to contact our dedicated Customer Service team by filling out the contact form.

Thank you for choosing Ottica Ilop.

Last updated: June 19, 2025