Terms of service

The company

Eyeoo S.r.l.
via De’ Musei 4
40124 Bologna (BO) - Italy
VAT no. and Tax Code IT03799111202
REA: BO - 547198
Share capital €50,000 fully paid-up

operates the online store “Ottica ILOP”, available at https://www.ilop.com. By visiting the website ilop.com, hereinafter also referred to simply as the “Website”, or by placing an online order on ilop.com, you expressly acknowledge that you have understood and accepted the Terms of Service and the General Terms and Conditions of Sale set out in this document, that you undertake to comply with them and that you are legally bound by them, hereinafter also referred to simply as the “General Terms and Conditions”.

If you do not accept them, we invite you not to use the Website and the related online sales services.

Online orders placed through the Website are subject exclusively to the General Terms and Conditions of Sale set out in this document, in the version in force at the time the order is submitted, for all geographical areas from which orders may be placed and to which shipping services are available. Any different terms, even if proposed by the customer when placing the order, shall not be deemed valid unless expressly accepted in writing by Eyeoo S.r.l.

You may request further information about our General Terms and Conditions by contacting Customer Service through our assistance channels.

1. Use of the Website

The General Terms and Conditions of the Website govern the submission of purchase proposals relating to products available on ilop.com, exclusively by the “consumer”, hereinafter also referred to as the “user”, and the acceptance of such proposals by Eyeoo S.r.l.

The Website offers its services exclusively to “consumers” who have reached the age of majority, in relation to normal consumer needs, namely any natural person acting for purposes unrelated to their commercial, business or professional activity.

If you are not a “consumer”, we invite you to refrain from entering into commercial transactions on ilop.com.

Eyeoo S.r.l. reserves the right to inform the user that it has not accepted order proposals submitted by persons other than “consumers”, or order proposals in respect of which a warning has been identified or there is a suspicion of fraudulent or illegal activity.

The services of Eyeoo S.r.l. allow the user to search the Website, view product pages and submit purchase proposals, choosing from a broad electronic catalogue. The Website may also provide, at the user’s request, ancillary services, such as arranging the delivery of one or more products to one of our partner stores in order to satisfy a user’s request for an “in-store trial”.

2. Online orders

The language available for concluding the contract on our website ilop.com is Italian.

The mere presentation of products on the Website does not constitute an offer to the public, but an invitation to the consumer to make an offer to purchase one or more products.

By selecting one or more products on the Website, adding them to the basket and proceeding with checkout, the user electronically submits to Eyeoo S.r.l. a purchase order proposal.

Pursuant to Legislative Decree no. 70 of 9 April 2003, before the submission of an order proposal, the Website makes available to the user:

• a summary of the commercial and contractual terms applicable to the purchase order proposal;
• the essential characteristics of each product ordered and the relevant price, including all applicable taxes;
• the selectable payment methods;
• the delivery methods and costs for the products available for purchase;
• the details, geographical address and contact methods of Eyeoo S.r.l.

The user is also provided with information on the conditions and methods for exercising the right of withdrawal, as well as the cost to be borne for returning the products, where applicable.

The submission of the order proposal entails the user’s obligation to pay the price indicated in the order summary, including any shipping costs and other applicable charges.

Following submission of the order proposal and successful payment, Eyeoo S.r.l. will send the user an order confirmation email. This email constitutes acceptance of the order proposal and determines the conclusion of the sales contract between the user and Eyeoo S.r.l., limited to the products indicated in the order confirmation.

Any subsequent communications relating to shipment, delivery or the availability of the product for collection are for information purposes concerning the performance of the order and do not affect the time at which the contract is concluded.

Order proposals, order confirmations and concluded contracts are stored in our data platform for the period necessary to manage the order and, in any event, in compliance with statutory retention periods. You may access information relating to your orders online by visiting the “My Account” section.

If, after order confirmation, it is not possible to fulfil the order for objective reasons not attributable to Eyeoo S.r.l., or if the unexpected unavailability of one or more products arises, Eyeoo S.r.l. will promptly inform the user by email.

In such cases, Eyeoo S.r.l. will refund in full any amounts already paid for products that are unavailable or cannot be delivered, without undue delay and, where possible, using the same payment method used by the user for the purchase.

The contract shall be deemed terminated only in respect of the unavailable or undeliverable products, unless otherwise agreed with the user.

Eyeoo S.r.l. reserves the right to suspend fulfilment of the order or, in more serious cases, to cancel it, if the order is incomplete, incorrect or anomalous, or if elements emerge that are capable of indicating a risk of fraud, abuse, unlawful use of payment instruments or breach of these General Terms and Conditions.

In such cases, Eyeoo S.r.l. will inform the user by email and, where the order is cancelled, will refund any amounts already paid, without prejudice to anything necessary to comply with legal obligations or to protect its rights.

By submitting the order proposal, you confirm that you unconditionally accept and undertake to comply, in your relationship with Eyeoo S.r.l., with these General Terms and Conditions and the further information contained on ilop.com, such as our Privacy Policy and the Right of Withdrawal Notice. If you do not agree with any of the points set out in the General Terms and Conditions, we invite you not to submit your order proposal to purchase products on ilop.com.

3. Product presentation and prices

The product detail pages present the essential characteristics of the items sold on the Website. Please note that the images and colours of the products may not correspond to the actual products as a result of the Internet browser and monitor used by the user when viewing them. Minor variations in shape, colour or other elements between what is shown in the images and the actual product do not constitute a lack of conformity. Eyeoo S.r.l. shall correct, as quickly as possible, any errors reported in the description or presentation of the products published in its online showcases. We invite you to send any reports to hello@eye-oo.com.

Product availability: Eyeoo S.r.l. undertakes to update product availability on the Website on an ongoing basis. It may nevertheless happen that the requested product is “currently unavailable” for unforeseeable reasons not dependent on the conduct of Eyeoo S.r.l. In such cases, Eyeoo S.r.l. shall act in accordance with point 2 of these General Terms and Conditions concerning the “unexpected unavailability of products”.

The price of the products on the Website is expressed in Euro (€) and includes VAT at the rate provided for by the applicable legislation. Product prices may be subject to updates. The mere action of placing a product in the basket does not fix the final sale price and does not guarantee that price changes will not occur. Any changes to the prices displayed on the Website shall not apply to orders already confirmed by Eyeoo S.r.l. and for which the user has already received the order confirmation email.

Before submitting an order proposal, the user is invited to check the final sale price. If a recognisable error is found in the indication of the price of a product, whether in the system or by Eyeoo S.r.l., or in the calculation of the amount requested at the time of payment, Eyeoo S.r.l. reserves the right to cancel the order relating to the product concerned and to refund in full any amounts already paid; the user may subsequently submit a new purchase proposal for the product, or products, at the corrected price.

From time to time, Eyeoo S.r.l. may apply discounts and offer promotions on the purchase of specific products. The conditions of such offers or promotions shall be described in detail on the Website and shall be valid for the period indicated from time to time. Discounts shall apply only to order proposals formalised by the user and accepted by Eyeoo S.r.l. The mere action of placing a product in the basket does not guarantee the application of a discount or promotion beyond the indicated expiry date.

4. Payment methods

When finalising your order proposal, you may choose the payment method most suited to your needs from those offered during checkout:

• Credit Card (Visa, MasterCard, American Express), via Stripe gateway;
• PayPal, for users registered with a PayPal ID;
• PayPal Express Checkout, for PayPal users, even without registration on ilop.com;
• advance bank transfer;
• instalment or deferred payment solutions offered by third-party providers, such as Alma Pay or Klarna, where available.

The express checkout service is provided by PayPal and allows the user to pay more quickly and easily, without having to enter their data directly on the Website. PayPal Checkout is integrated into the Eyeoo S.r.l. product page and provides for PayPal to transmit your contact details and shipping data to Eyeoo S.r.l. If you do not accept this method, we invite you not to use PayPal Checkout.

Eyeoo S.r.l. reserves the right to modify, update, suspend or limit the available payment methods, including on the basis of the country of shipment, the order value, the type of product purchased or checks carried out by payment service providers.

In the case of payment by credit card or PayPal, the total amount of the order, including any shipping costs and other applicable charges, may be charged at the time of the transaction or immediately after the submission of the order proposal.

In the case of payment by advance bank transfer, the user will receive the instructions required to make the payment. The order will be confirmed and the contract shall be deemed concluded only after the amount due has actually been credited and the order confirmation email has been sent. Any bank charges or fees applied by the user’s payment institution shall remain the responsibility of the user.

If payment by advance bank transfer is not received within the time limit indicated during checkout or in the communications relating to the order, Eyeoo S.r.l. may cancel the order, informing the user by email.

In the case of use of instalment or deferred payment solutions, such as Alma Pay or Klarna, the relevant service is provided by third parties separate from Eyeoo S.r.l. Use of such solutions may be subject to approval by the relevant provider, as well as to the terms, conditions and privacy notices made available by that provider during checkout.

Eyeoo S.r.l. is not involved in the assessment carried out by providers of instalment or deferred payment services and is not responsible for any failure by such providers to approve the payment. In the event of non-approval or unsuccessful payment, the order will not be confirmed and the contract shall not be deemed concluded.

In the event of exercise of the right of withdrawal, order cancellation, product unavailability or any other refund situation provided for by these General Terms and Conditions, Eyeoo S.r.l. shall refund the amounts due using, where possible, the same payment method used by the user for the purchase. In the case of payments managed by third-party providers, the technical timing of the re-crediting may also depend on the procedures of the relevant provider.

In the case of payment by credit card or other electronic payment instruments, the full details of the payment instrument, such as card number, expiry date and security codes, are not stored or processed directly by Eyeoo S.r.l., but are managed by the authorised payment service providers.

Eyeoo S.r.l. may receive and process exclusively the transaction information necessary for managing the order, payment, any refunds, customer assistance and administrative and accounting obligations.

The technical activities of payment authorisation, security and fraud prevention relating to payment instruments are managed by the relevant payment service providers, in accordance with their respective terms and notices. Eyeoo S.r.l. may still carry out checks on orders in order to prevent abuse, unlawful use of the Website or breaches of these General Terms and Conditions.

5. Shipping and delivery

When completing the order proposal, you may choose home delivery or, where available, collection of the order through “Collection Point” mode at one of our partner stores. The store may be chosen from those proposed by the system during checkout.

In the case of a “Collection Point” order, you may collect the purchased product free of charge from the selected partner store after receiving the notification that it is available for collection. At the time of collection, you must bring with you a paper or digital copy of the order confirmation email or of the notification that the product is available for collection.

Delivery times and costs are indicated in the information documents on the Website and, where applicable, during checkout, before the order is submitted. Delivery times are indicative unless Eyeoo S.r.l. has expressly undertaken otherwise.

6. Right of withdrawal

In accordance with Article 52 of Legislative Decree 206/2005, the Consumer Code, you have the right to withdraw from the contract concluded with Eyeoo S.r.l., without having to provide any reason, within 14 days from the day on which you received the product or products purchased.

The right of withdrawal is excluded, pursuant to Article 59 of Legislative Decree 206/2005, where you have purchased products made to measure or clearly personalised, products that are liable to deteriorate or expire rapidly, or sealed products that are not suitable for return for reasons of hygiene or health protection and which have been opened after delivery.

The period for exercising the right of withdrawal expires after 14 days from the day on which you, or a person designated by you other than the carrier, take physical possession of the product ordered. In the case of a contract relating to several products purchased in the same order but delivered separately, the 14-day period shall run from the day on which you take physical possession of the last item delivered. In the case of a contract relating to several products, you may make a partial return, giving appropriate notice to Eyeoo S.r.l. when exercising the right of withdrawal.

You may withdraw from the contract concluded with Eyeoo S.r.l. by giving written notice by email to servizioclienti@ilop.com, or by post, with written notice addressed to:

Eyeoo S.r.l.
via De’ Musei 4
40124 Bologna (BO)
Italy

Eyeoo S.r.l. will send you confirmation by email that it has received your request to exercise the right of withdrawal, providing instructions for returning the products and, where applicable, the pre-filled waybill or return label to be used for shipment.

If, on the basis of the information available, the right of withdrawal does not appear to be applicable, for example because one of the exceptions provided for by law applies or because the period for exercising the right of withdrawal has expired, Eyeoo S.r.l. will inform you by email of the reasons why the right of withdrawal is not applicable.

Once you have received the return instructions, you must return the products to Eyeoo S.r.l. within 14 days from the date on which you communicated your decision to withdraw from the contract, using exclusively the pre-filled waybill or return label provided by Eyeoo S.r.l., unless otherwise indicated in writing by Customer Service.

For the management of the return using the waybill or return label provided by Eyeoo S.r.l., the user may be required to pay a contribution towards the return costs, as indicated in the shipping and returns policy, accessible before the order is submitted. This contribution may be deducted from the amount to be refunded.

It is understood that, in the event of a defective or non-conforming product or an error attributable to Eyeoo S.r.l., the return costs shall be borne by Eyeoo S.r.l., without prejudice to any mandatory provision of law to the contrary.

The products must be returned in the same condition in which they were delivered, namely:

• they must be returned in their original packaging, complete with any accessories, instructions for use and documentation included in the packaging. If the original packaging is lost, you must arrange for its replacement at your own care and expense;
• they must not have been used or worn and must not show obvious signs of use, except those compatible with a normal trial of the item, or in any event signs revealing use exceeding the time necessary for a simple trial. They must not be in a condition that prevents them from being put back on sale;
• they must not show breakages or tampering, must not have been ruined or damaged, nor appear washed or cleaned;
• The single-use security seal applied by Eyeoo S.r.l. must be returned intact and still attached to the product. Its removal, alteration or tampering may result in a reduction of the refund if it causes a decrease in the value of the product.

The possibility of exercising the right of withdrawal does not in any way limit the legal guarantee to which the customer is entitled.

In the case of orders paid, in whole or in part, by gift card, the refund may be made using the same methods or by re-crediting the gift card, within the limits of the amount paid using that instrument.

7. Verification of returns and refunds

Eyeoo S.r.l. assumes no responsibility if products are returned by mistake or if items unrelated to the contract are left in the parcels or inside the returned products.

Once the return has been received, the staff of Eyeoo S.r.l. will check and ascertain that the returned products comply with the conditions and terms indicated in the previous paragraph.

If the right of withdrawal is exercised in accordance with the methods and time limits indicated, Eyeoo S.r.l. shall refund the amounts due without undue delay and in any event within 14 days from the day on which it is informed of the consumer’s decision to withdraw from the contract.

Eyeoo S.r.l. may withhold the refund until it has received the goods or until the consumer has provided evidence that they have sent them back, whichever is earlier.

The refund shall be made, where possible, using the same payment method used for the purchase. In the case of payments made by bank transfer, the refund shall be made to the account used for payment or to another account indicated by the user, where necessary. The refund shall in any event be made to the person who made the payment.

If the right of withdrawal has not been exercised in compliance with the applicable time limits, Eyeoo S.r.l. may inform the user that the right of withdrawal is not applicable and shall not be required to make a refund on the basis of that right, without prejudice to any other rights recognised by law.

In accordance with Article 57, paragraph 2, of the Consumer Code, the consumer is responsible for any decrease in the value of the products resulting from handling other than that necessary to establish their nature, characteristics and functioning.

If a decrease in the value of the returned products is found, Eyeoo S.r.l. may deduct from the amount to be refunded a sum corresponding to the decrease in value ascertained, as shall be communicated to the user by email.

8. Legal guarantee

If you are a consumer, namely a natural person acting for purposes unrelated to any professional, business, commercial or craft activity, you benefit from the legal guarantee of conformity provided for by Articles 128 et seq. of Legislative Decree 206/2005, the Consumer Code.

Eyeoo S.r.l. is liable to you for any lack of conformity existing at the time of delivery of the product and which becomes apparent within two (2) years of that delivery, within the limits and under the conditions provided for by the applicable legislation. An action to enforce lack of conformity not fraudulently concealed by Eyeoo S.r.l. shall be time-barred twenty-six (26) months after delivery of the product.

The product conforms to the contract when it corresponds to the description, quantity, quality and other characteristics provided for in the sales contract, is suitable for the use for which goods of the same type are normally used, has the qualities and performance normally found in goods of the same type and is supplied, where applicable, with the accessories, instructions and documentation provided for by the contract or by the applicable legislation.

In the event of a lack of conformity, you are entitled to have the conformity of the product restored free of charge by repair or replacement, unless the remedy requested is impossible or, compared with the alternative remedy, imposes disproportionate costs on Eyeoo S.r.l., taking into account the circumstances of the specific case.

In the cases provided for by law, you are entitled to a proportionate reduction in the price or to termination of the contract. This may occur, for example, where repair or replacement is impossible or excessively burdensome, where Eyeoo S.r.l. has not restored conformity within a reasonable period, where the lack of conformity is so serious as to justify an immediate price reduction or termination of the contract, or where restoring conformity would cause significant inconvenience to the consumer.

To enforce the legal guarantee, we invite you to contact Customer Service, describing the defect found and providing the documentation useful to identify the purchase, the product and the alleged defect. Any requests for documentation shall be limited to what is reasonably necessary to manage the guarantee request.

Unless proven otherwise, any lack of conformity that becomes apparent within one (1) year of delivery of the product shall be presumed to have existed already on that date, unless that presumption is incompatible with the nature of the product or with the nature of the lack of conformity. If the defect becomes apparent after one (1) year from delivery, the consumer may be asked to provide suitable evidence showing that the defect already existed at the time of delivery.

The legal guarantee does not cover defects or damage resulting from improper use of the product, normal wear and tear, failure to comply with the instructions for use or storage, unauthorised interventions or modifications, use of the product beyond its expiry date, or causes not attributable to Eyeoo S.r.l.

Contact lenses: any subjective intolerances or contraindications to the product do not, in themselves, constitute a lack of conformity. The failure of the product purchased to correspond to the user’s medical, ophthalmic or optometric prescription shall not constitute a lack of conformity if the product delivered corresponds to the product selected and ordered by the user. Eyeoo S.r.l.’s liability remains unaffected in the event of a defective or incorrect product, a product that does not correspond to the order or a product that does not conform to the description on the Website.

If you encounter a problem that you believe may constitute a lack of conformity, we invite you not to discard the product and, in the case of contact lenses, to keep the packaging, blister pack, batch number and any other element useful for identifying the product. Without the product or packaging being available for inspection, it may not be possible to carry out the checks necessary to ascertain any lack of conformity.

If you are not a consumer, pursuant to Articles 1490 et seq. of the Italian Civil Code, the guarantee for defects in the goods sold shall apply where such defects make the goods unsuitable for their intended use or significantly reduce their value. Under those provisions, you are required to report any flaws or defects in the product within eight (8) days of discovery, under penalty of forfeiture, unless a different period is provided for by law or agreed between the parties, and you are entitled, within the limits provided for by the Italian Civil Code, to termination of the contract or to a reduction in the price.

9. Applicable law and dispute resolution

The General Terms and Conditions of Eyeoo S.r.l. are governed by Italian law, without prejudice to the application of mandatory European rules protecting consumers.

If a dispute arises with Eyeoo S.r.l., we remind you that, where applicable, you may use an ADR body. The European Commission provides an information portal listing the competent ADR bodies in the Member States, pursuant to Directive 2013/11/EU, available online at this address.

The European online dispute resolution platform (ODR), previously made available by the European Commission for disputes arising from online sales or service contracts, was discontinued with effect from 20 July 2025, following the adoption of Regulation (EU) 2024/3228.

Pursuant to Article 66-bis of Legislative Decree 206/2005, if you are a consumer, territorial jurisdiction for all disputes connected with the application of these General Terms and Conditions shall lie with the court of your place of residence or domicile.

If you are not a consumer, all disputes relating to the application of these General Terms and Conditions shall fall under the exclusive jurisdiction of the Court of Bologna.

10. Operating guarantees

Access to the website and to the online sales services of ilop.com is provided “as is”, without express or implied guarantees as to the continuity, availability or absence of errors of the service, within the limits permitted by law and without prejudice to the mandatory rights recognised to the consumer.

Eyeoo S.r.l. cannot guarantee that the website and online sales services will always be accessible, operate without interruption or be free from errors or malfunctions, also due to the availability of Internet access in different geographical areas. The nature of Internet services may mean that ilop.com cannot be reached and operated without suspensions, interruptions or discontinuities, including those due to updates to the website and the servers hosting it. Where possible, Eyeoo S.r.l. will inform users of interruptions of which it is aware.

The user is responsible for the proper use of the website and their own devices. Within the limits permitted by law, and except in the case of wilful misconduct or gross negligence, Eyeoo S.r.l. shall not be liable for damage arising from any inaccessibility of the services offered by the website or from viruses, damaged files, errors, omissions, deletion of content, problems connected with the network, providers or telephone and/or telematic connections, unauthorised access, data alteration, or the failure or defective operation of the user’s electronic equipment.

Eyeoo S.r.l. has adopted organisational measures aimed at offering accurate content on ilop.com as at the date of publication and in subsequent updates, and at preventing the publication of incorrect or outdated information. However, within the limits permitted by law and except in the case of wilful misconduct or gross negligence, Eyeoo S.r.l. assumes no responsibility for the accuracy and completeness of the data and content published.

11. Liability

Access to the website ilop.com, the submission of order proposals, navigation of the website pages and communication with Eyeoo S.r.l. constitute activities that you carry out exclusively for personal purposes, unrelated to commercial, business or professional activity. Eyeoo S.r.l. shall not be deemed liable for any use of the website that does not comply with the laws in force or with these General Terms and Conditions, except in the case of wilful misconduct or gross negligence and unless otherwise provided by law.

You are solely responsible for the safekeeping and correct use of your personal information, including your website access credentials. Eyeoo S.r.l. disclaims any liability for the communication of false, inaccurate or outdated information, as well as for the entry of data relating to third parties without their having given the relevant consent, unless otherwise provided by law.

12. Intellectual property

As a user, you are authorised to view the website and its contents exclusively for legitimate use of ilop.com. The editorial content on the website, the trademarks, product images and any other material published on the website are protected by intellectual property rights, both when created by Eyeoo S.r.l. and when belonging to third-party rights holders. Reproduction, in any manner or form, and reuse of the website content are prohibited without the express written consent of Eyeoo S.r.l. or of any other rights holders.

The logos and distinctive signs of the products sold on the website ilop.com, or appearing in editorial articles published on the website in any form and section, are registered trademarks of their respective owners and are present on the website to identify and advertise the products.

We remind you that the unauthorised use of such trademarks is prohibited and may entail legal consequences.

13. Privacy Policy

Please read our Privacy Policy carefully. It applies both where the user accesses ilop.com, browses the website and uses its services, even without making purchases, and where order proposals are submitted and accepted.

The Privacy Policy is the document that helps you understand how Eyeoo S.r.l. collects, processes and uses your personal data, as well as the purposes of the processing.

14. Updates and customer service

Eyeoo S.r.l. reserves the right to update its General Terms and Conditions of Sale and the Terms of Service. Changes to the General Terms and Conditions shall be effective as soon as they are published in this section. We therefore recommend that you consult our General Terms and Conditions periodically in order to check the most recent and updated version.

Our General Terms and Conditions of Sale and Terms of Service may be consulted at any time by visiting this page. They may also be saved by your browser and stored in PDF format.


Last updated: 10 July 2026