WILLIAM

SHIPPING COSTS AND TIMES

Items on our website labeled “In stock, and ready to ship” refer to products currently available at our logistics centers. These items are typically processed and handed over to the designated courier within one business day following the receipt of the order.

Please allow approximately 3-6 business days for the delivery of the order.

Conversely, items not bearing this label are not immediately available. For these products, Otticanet will place an order with the official manufacturers within one business day of receiving the Customer's order.

Processing and subsequent shipping lead times may vary depending on the availability and procurement timelines of the manufacturers themselves.

Otticanet will regularly update the Customer regarding shipping schedules via email. The Customer may exercise the right to withdraw from the purchase agreement and obtain a full refund at any time during the waiting period, prior to the dispatch of the goods. Once the order has been shipped, the standard return policy will apply.

Once the order is ready for the shipment, Otticanet will send an email with the tracking number and carrier information. Please note that the tracking number will be active on the courier website in 1-2 working days.

PACKAGING AND DELIVERIES

All shipped items are meticulously packed at our logistics facilities, using specialized protective materials designed to prevent any damage during transit.

In the unlikely event that the package shows visible signs of damage or tampering, Otticanet strongly recommends refusing the delivery. Customers should promptly contact our Customer Service team to allow us to immediately initiate the management of the refused delivery and the reshipping process. Otticanet is committed to resending the replacement item at no additional cost to the customer. Please contact us here .

COURIERS

Otticanet partners exclusively with leading international logistics providers to ensure a secure, swift, and dependable delivery process.

To prevent any service interruptions, delays, or delivery failures, Otticanet strongly advises providing a shipping address where the presence—or that of an authorized representative—is guaranteed for the collection of the goods.

Upon dispatch, Otticanet will send a confirmation email containing a tracking number to monitor the shipment at any time. Please note that tracking links typically become active within 1-2 working days of shipment, depending on the specific carrier assigned to the delivery.

To follow the shipment, below is a list of the direct tracking links:

•FedEx

DHL

GLS

TNT

To ensure safe and reliable delivery, Otticanet collaborates with the best international couriers.

Signature on delivery is not always required. Otticanet recommends providing an address where the courier can deliver the package directly to the recipient or a trusted person. Make sure someone is available to receive it at the time of delivery.

CUSTOMS DUTIES

Otticanet ships from Italy.

Orders from an European Union country: prices always include European VAT. Customer will never be asked to cover any fees or duties on delivery.

Orders from non-European Union country: prices don't include VAT, import taxes and duties. Customer might be asked to cover the import fees by his Country’s Customs. These costs are on the Customer’s charge and they are not imposed by Otticanet.

Exceptions:

•Canada or United Kingdom: Otticanet will take care of all duties and taxes. Customer will not have to cover any additional taxes upon delivery.

Australia: GST is always included in the price of the glasses.For any purchase till AUD 1,000, duties are on Otticanet's charge.For any purchase above AUD 1,000, Customer might be asked to cover the import duties by Australian Country’s Customs.

New Zealand: GST is always included in the price of the glasses.For any purchase till NZD 1,000 duties are on Otticanet's charge.For any purchase above NZD 1,000 you might be asked to cover the import duties by your Country’s Customs.

Norway: VAT/VOEC is always included in the price of the glasses.For any purchase till NOK 3,000 duties are on Otticanet's charge.For any purchase above NOK 3,000 you might be asked to cover the import duties by your Country’s Customs.

Switzerland: VAT is not included in the price of the glasses and import taxes and duties are required upon delivery.Otticanet can take care of all the taxes with an extra payment of 20,00 CHF. Instructions on how to pay this additional amount will be sent after receipt of the order.

NON-DELIVERY OF GOODS

In the event of a verified failure to deliver purchased items, Otticanet undertakes to reship the exact same item as a replacement at no additional cost to the customer. Otticanet invites to contact our Customer Service team here to initiate the resolution process and ensure a swift replacement of the order.

Please be advised that a formal verification process must be completed before a replacement can be dispatched. The customer will be required to fill out and sign a Declaration of Non-Receipt. Following this, Otticanet will open an official investigation with the courier. A replacement item will be shipped only after the carrier has finalized and closed the inquiry.

Contact - Otticanet - Checkout

Responsibility for Return Shipping Costs

The responsibility and financial burden for return shipping vary depending on the reason for the return.

If the withdrawal is exercised for reasons not attributable to Otticanet (e.g., change of mind, incorrect size selection by the customer, or personal preference), the direct costs of returning the goods remain entirely the responsibility of the Customer.

If the return is due to a verified error by Otticanet (e.g., incorrect model, color, or size shipped) or a product conformity defect, Otticanet will cover all return shipping costs. The Customer will be relieved of any direct financial burden and will receive specific instructions for the collection of the goods via our authorized courier.

How to Initiate a Return

To start the return process, please follow these steps:

Log in to Otticanet.com clicking here , using the email address provided at the time of purchase. Otticanet will send an access code via email.

Select the order to return.

Specify the reason for the return.

Select "Return Request."

If unable to submit the request through the personal area, please send an email to Otticanet Customer Service including: the express intent to withdraw from the contract (partially or fully), the reason for the return and the specific product descriptions/codes.

Return Eligibility Requirements

Items can only be returned if they meet the following conditions:

•They have been delivered no longer than 30 days before the return request.

•They are completely unworn, undamaged, and clean.

•They are shipped in their original case and packaging (including bubble wrap, relevant stickers, and any accessories provided).

•They have been approved by our Customer Service and assigned a Return Authorization Number (RFI).

•They are shipped no later than 10 days from the date the return was authorized.

Return Shipping

Please note that return shipping is at the Customer's expense, and Customers are responsible for organizing the shipment back to our facility.

To ensure a successful return, items must be securely packed in their original packaging, including the bubble envelope, all original labels and tags.

It is mandatory to write the return code provided by Otticanet clearly on the outside of the package. Kindly be aware that if the return code is not visible on the box, identifying and processing the return may take significantly longer than expected.

Return Shipping Options

The customer may choose between two options:

Use Otticanet Prepaid Label: the cost of the label (where applicable) will be deducted from the price of the glasses once the return reaches Otticanet's local warehouse. Please note that the cost may vary if returning multiple items.

Independent Shipping: Customer may choose his own carrier or postal service. In this case, Customer must notify Otticanet via email with the shipping date, carrier name, and tracking number. The shipment remains the full responsibility of the Customer until receipt is confirmed at Otticanet's warehouse. Please note that in case of return with Postal Service from a non-European country, return shipment can take even 1 month to reach Otticanet's return department due to Customs inspections.

Otticanet shall not be held responsible for any delay, loss or damage to the return shipment.

Inspection and Refund Process

Upon arrival at our local facilities, all items will undergo a thorough quality inspection.

If all conditions mentioned above are met, the amount of the product (deducted from the cost or the return label) will be refunded within 10 business days at no additional charge.

Should the returned items fail to meet our requirements or if their condition deviates from the original state, they will be forwarded to our central facility in Italy for a more comprehensive inspection.

Following a dedicated assessment by our internal team, if the eyewear is confirmed to meet our return criteria, the refund will be issued within 10 business days upon arrival at our Italian facility, in full, at no extra cost.

In the event that these standards are not met upon further review, the return will be rejected and no refund will be issued.

In this instance, the Customer may choose to have the item sent back to them, at their own expense, in the condition it was received. This request must be made within 20 days of our notification; after this period, Otticanet reserves the right to dispose of the goods at our discretion.

Shipping Costs and Duties

Please be aware that shipping costs, duties and import taxes paid by the Customer will not be refunded.

Only if the return is due to a verified error by Otticanet (e.g., incorrect model, color, or size shipped) or a product conformity defect, Otticanet will refund the whole amount paid by the Customer.

Prescription Lenses

Please be advised that because prescription lenses are custom-made to the Customer's specific visual requirements, they are non-refundable unless a manufacturing defect is present.

Returns for ophthalmic (prescription) lenses will only be approved in the event of a proven manufacturing error, specifically when the lenses have not been crafted according to the exact specifications of the provided prescription.

To initiate a return for this reason, it is mandatory to provide a printed measurement report from a qualified optician confirming the discrepancy. Otticanet will review the documentation and, if a processing error on our part is confirmed, Otticanet will issue a full refund for the cost of the lenses.

In the event of a frame replacement request, our specialists will attempt to adapt the existing lenses to the new frame, provided that the new model is the same size (caliber).

Refunds

Please be advised that the timeframe for a refund to be reflected in the Customer's account typically ranges from 5 to 10 business days. This duration is strictly dependent on the internal processing procedures of the relevant financial institution or payment service provider. Otticanet shall not be held liable for any delays resulting from interbank processing cycles. Furthermore, please be advised that Otticanet has no authority to influence or expedite the refund timelines established by individual financial institutions.

Contact - Otticanet - Checkout