Shipping policy

The products on our website are ordered directly from the official manufacturers (Luxottica, Safilo, Marcolin, Kering, Rudy Project) when the purchase order is registered. We typically receive them in a few days (approx. 5-10 business days) and then ship them to our customers in 24 hrs. The total estimated delivery time from the date of order placement to the date of delivery is approx. 7-14 business days. Most times it takes less, and sometimes it can take slightly longer. In the unlikely event of major shipping delays or sourcing issues, our customer service will be in touch with any significant updates.

Ordering products directly from the manufacturers allows us to offer our customers eyewear that has never been worn before and is always flawless and unblemished. It also makes for greater sterility of the product, which is handled as little as possible. Please understand, however, that by doing so we are reliant on the manufacturers’ stock availability and shipping schedules. At times, this could mean having to wait longer than expected, but we believe it’s a price worth paying when shopping for quality products. Our customers, through the years, have shown great appreciation for our ability and commitment to deliver in a timely manner (read our reviews on TrustPilot).

For all products marked as “In Stock” and all products from our Outlet, delivery times are usually shorter (approx. 2-3 business days to Italy and approx. 4-5 business days to all other countries).

Please note that all purchases made from outside the European Union are excluded from VAT but can be subject to customs duties. You may be asked to pay the corresponding duties when your order reaches the country of destination. The same applies to the 32 Special Territories of the European Union. LookerOnline is in no way responsible for any of these additional charges.

We ship everywhere in the world with BRT, TNT, FedEx Express or DHL Express.

We currently offer FREE SHIPPING worldwide on ALL orders above 69€ (approx. 75$).

Exceptions are: Kazakhstan, Kuwait, Saudi Arabia (50€ for all shipments); Belarus (NO shipments); Russia (NO shipments); Ukraine (NO shipments).

For all orders below 69€ (approx. 75$), we charge a 9.90€ (approx. 12$) fee.

In the eventuality that you may be ordering from a remote location (according to the constantly changing lists of remote locations by the main couriers that we use), our customer service will be in touch to arrange the payment of a surcharge, or the cancellation and reimbursement of your order. Please understand that shipping costs to some remote locations may sometimes be higher than the total value of your order, and we therefore cannot afford to take on said cost in full. We offer extremely low prices for most of the products on our website: in the vast majority of cases, you’ll end up paying less than if you were shopping from any of our competitors even when being asked to pay the “remote location” shipping surcharge.

Soon after you’ve placed your order you will receive an automated confirmation email. Once we have received the products from manufacturers and your order has finally been shipped from us, we’ll email you the order’s tracking number and a link to the courier’s tracking website. Please allow for 12/24 hours from the reception of this email for the tracking link to become active. For all inquiries about shipping and order status you can contact us at [email protected]. We’re here to help!

Legal Disclaimer:

We are not responsible for any damages or losses incurred during shipping, including but not limited to missing, damaged, or defective products. It is the policy of our company to advise all customers to inspect their packages upon receipt. In the event that a customer suspects any signs of tampering, mishandling, or if the package appears to have been opened, unsealed, and re-sealed, the customer shall notify the courier immediately and must choose to refuse delivery.

By accepting delivery of the package, the customer agrees to the terms of this policy and acknowledges that failure to inspect the package and to promptly report any suspected issues may result in the loss of the right to assert any claims against the company for damage or loss to the package or its contents. The company disclaims any liability for any such damage or loss that is not reported promptly or that occurs as a result of the customer’s failure to follow this policy. This policy shall be binding upon the customer, their agents, representatives, and assigns.

We reserve the right to refuse replacement or refund requests if we determine that the issue is not due to our error or negligence. In the event of a dispute, this shipping policy and legal disclaimer shall be governed by and construed in accordance with the laws of Italy. Any legal action arising out of or in connection with this policy shall be brought in the courts of Italy.

By making a purchase on our website, customers acknowledge that they have read and agree to this shipping policy and legal disclaimer.

Our Return Policy

If you are not 100% satisfied with the purchased product, you can return it within 30 days from the delivery date and get a full refund (minus shipping cost and customs fees).

The following conditions apply:

The item must have not been used and must not show any imperfections (exception made for articles defective on arrival).
The item must be returned in its original packaging, with all labels, tags, accessories, and with all enclosed documentation.
The item must be sent within 30 days from the delivery date and within 48 hours from the date of our approval of the return, subsequent to your communication to us of your desire to return the item and get a refund.

If all of the above conditions are met, we will be happy to give you a refund.

To return the item please put it back into its original packaging, with all labels, tags, accessories, and with all enclosed documentation (including the original shipping label), and ship it to the following address:

Colarc srl
Piazza Indipendenza 6
58031 Arcidosso (GR)
Italy

In order to avoid damaging the original case, we recommend, when possible, to place the product into a second box; also, please avoid applying tape or stickers directly on the case.

After you have shipped the product, please make sure to email us the courier name and the package tracking number, in order to ease operations for both parts.

Once we have received the product, we will inspect it. We reserve the right of not issuing a refund when, upon product inspection, we verify the following:

The original case and/or the original content is missing.
Parts of the product are missing (e.g. info tags for the glasses, authenticity certificate where expected, case for glasses, etc.).
The product is damaged due to reasons other than transport.

In the case of a damaged casing, we will have to detract a percentage from the total refunded amount (never more than 10% of the total value of the product).

If we find no problems with the returned item, we will then issue the refund in the shortest possible time, using the same payment method that you used when paying for your order (chargeback). Please understand that it may take up to 2/3 business days before you will be able to see the refunded amount in your account, due to standard banking procedures.

Please note that returns shipping fees (including customs duties) are at the customer’s expense, as required by law (see Dlgs 185/99).

Return requests must be sent by email to: [email protected], with the object “REQUEST OF RETURN FOR THE ORDER (ORDER NUMBER)”, stating the reason for the request and, in the case of a product defective on arrival, enclosing photos showing evidence of the damage/problem with the item.

DEFECTIVE PRODUCT ON ARRIVAL

In the extraordinary circumstance of receiving a defective product, notify us immediately upon receiving the defective item, enclosing photos showing evidence of the damage/problem with the item, and we will proceed to organise the pick-up of the package from your address.

Please note that the delivery of the returned goods is the customer’s responsibility. If the goods are damaged during transport, we will inform you within 5 working days from the reception of the goods at our premises. You should then be able to file a complaint against the courier and obtain a full refund, but for insured shippings only. In this occurrence, the product will be shipped back to the customer and the return request will be canceled.

LookerOnline of Colarc SRL a socio unico is in no way responsible for damages to, and theft or loss of goods returned without insured delivery.

We strongly advise you to get insurance on shipping.

NB Please note that once the order has been dispatched and taken into custody by the courier you will no longer be able to cancel the order and ask for a refund. Also, you will not be able to ask for a refund if you have not accepted and received the order from the courier.

If you have any questions about the return policy, or any problems at all with the overall process, feel free to contact our customer service. We are here to help!