FAQ - Frequently asked questions
Product information
The products in our online shop are available in our warehouses and/or from the manufacturer and therefore available for purchase. A product may be available even if it is being restocked: in this case, supply times can vary from 2 to 30 business days before the order is ready for shipment. Delays beyond our control may occur.
In any case, you will be updated on the status of your order via email.
Yes, all products are 100% original, complete in every part, and come directly from the manufacturer or official distributors.
Yes, of course. The glasses are delivered in the manufacturer's original case and complete with all the required accessories.
Yes, all OtticaIT products are covered by a 24-month warranty against manufacturing defects. You must report them within two months
from their discovery.
What is covered: Frame defects, soldering, lens coatings (bubbles, delamination), or missing components.
What is not covered: Normal wear and tear (scratches), damage from misuse, accidents, improper maintenance, chemicals, or unauthorized repairs. Approximately 32 hours.
What is covered: Frame defects, soldering, lens coatings (bubbles, delamination), or missing components.
What is not covered: Normal wear and tear (scratches), damage from misuse, accidents, improper maintenance, chemicals, or unauthorized repairs. Approximately 32 hours.
Yes, you can request a return or exchange of the product within 14 days of the delivery date.
Before shipping, all glasses undergo a quality check.
If you notice a slight misalignment of the temples, it may be a small shift due to packaging or transport, not a manufacturing defect.
We recommend seeing an optician, who can easily realign the temples.
We recommend seeing an optician, who can easily realign the temples.
Yes, you can choose the frames or sunglasses you want to get prescription glasses. Fill out the dedicated form and we'll send you a personalized quote for the purchase of glasses with prescription lenses.
Order Information
To place an order, simply select the desired product, choose the size (if applicable), and add it to your cart.
Once you've completed your selection, access your cart and proceed to checkout by entering your shipping information and preferred payment method.
At the end of the process, you'll receive an order confirmation email with all the details of your purchase. Our customer service team is always available to assist you if you need assistance.
Once you've completed your selection, access your cart and proceed to checkout by entering your shipping information and preferred payment method.
At the end of the process, you'll receive an order confirmation email with all the details of your purchase. Our customer service team is always available to assist you if you need assistance.
Yes, by signing up for our newsletter, you will receive discount coupons to use on your next purchases.
Verify that the code has been entered correctly, without spaces or errors. Also check the conditions of use, such as expiration date, excluded products, or minimum order amount.
If the problem persists, contact our customer service with the code you are trying to use.
If the problem persists, contact our customer service with the code you are trying to use.
The discount code cannot be applied after completing the order. To use it, you must enter it at checkout on a new order.
No, it is not required. You can also complete the purchase as a guest, without creating an account. However, registering allows you to expedite future orders by already having entered your billing and shipping information.
You can request an invoice directly when ordering, by entering the required tax information.
If the order has already been placed but not yet shipped, send an email with your tax information and order number. The invoice will be sent automatically by email immediately after the package is delivered.
If the order has already been placed but not yet shipped, send an email with your tax information and order number. The invoice will be sent automatically by email immediately after the package is delivered.
If your order has already been prepared, shipped, or delivered, you can still request an invoice change with the correct address. This may take a few days to be issued. To request a new invoice, please contact our customer service.
Yes, you can cancel your order only if it hasn't been picked up by the courier yet. Please contact our customer service as soon as possible to proceed.
First, check your spam folder.
If you are registered, you can check the status of your order in your customer area.
If your order has been shipped and you haven't received a tracking number, you may have entered an incorrect email address in the order confirmation.
If, however, your order has not yet been shipped: in certain cases where the goods are not immediately available in stock, delivery times may be longer than usual, as indicated on the product page. In these cases, you will be contacted directly by email to inform you and update you on the expected delivery date. If necessary, contact our customer service, attaching a copy of your payment if necessary.
If your order has been shipped and you haven't received a tracking number, you may have entered an incorrect email address in the order confirmation.
If, however, your order has not yet been shipped: in certain cases where the goods are not immediately available in stock, delivery times may be longer than usual, as indicated on the product page. In these cases, you will be contacted directly by email to inform you and update you on the expected delivery date. If necessary, contact our customer service, attaching a copy of your payment if necessary.
You probably made the purchase as an non-registered user. No problem: contact our customer service with your order number, and we will associate the order to your account.
Payment Information
We accept payments by credit card, PayPal, and cash on delivery.
Yes. All payments are processed through certified systems and protected by advanced security protocols, ensuring maximum protection of your personal data and payment information.
After completing your order, it is not possible to change your payment method.
If you wish to cancel your current order, please send your request to our customer service team, including your order number.
No, it is not necessary to create a PayPal account. You can complete the payment directly with your credit card through PayPal.
If your credit card payment fails, the issue may be due to a 3D Secure security code, insufficient funds, or monthly card limits.
Alternatively, you can complete your purchase by selecting PayPal as your payment method, which still allows you to pay by credit card.
Shipping information
Yes, you can only if the order has not yet been processed by the courier. Please send your request to our customer service as soon as possible. We will update your order's shipping information.
Yes, you can select delivery to a BRT Fermo Point during checkout.
If you haven't received your tracking number, first check your email inbox (even your spam folder). If the problem persists, contact our customer service with your order number: we'll help you get all the shipping information.
Once shipped, we'll email you the online tracking link so you can track the status and location of your package in real time.
Please note that couriers do not deliver on holidays or weekends. During peak demand periods, such as November to January, deliveries may be delayed.
For further information, please contact our customer service, always indicating your order number.
Returns Information
Yes, you can request a return or exchange within 14 days of delivery.
No, return shipping costs are paid by the customer.
Fill out the appropriate return form. Your request will be reviewed, and if approved, you will receive a shipping authorization along with detailed instructions.
Inside the package you must include:
• The items to be returned, complete with all accessories and original packaging.
• Your order number.
Make sure the package is tightly closed and protected for shipping.
• The items to be returned, complete with all accessories and original packaging.
• Your order number.
Make sure the package is tightly closed and protected for shipping.
Refunds Information
Once the returned items are received and inspected, the refund will be processed within 30 calendar days of delivery to the carrier. Please note that return shipping costs are the customer's responsibility.
If the order is canceled before shipping, the full amount will be refunded within 7 business days.
• Cash on delivery (Cash on Delivery): The refund will be made via bank transfer; you will need to provide us with your bank details.
• Credit card: The refund will be credited directly to the card used for payment.
• PayPal: The refund will be made to the PayPal account you used to complete the purchase.
• Credit card: The refund will be credited directly to the card used for payment.
• PayPal: The refund will be made to the PayPal account you used to complete the purchase.
Refund times depend on the payment method used:
• Credit card: From the confirmation of the refund, the refund can take 2-30 business days, depending on the card circuit.
• PayPal: The refund is generally credited within 1-3 business days.
• Bank transfer: The refund to your current account takes approximately 2-7 business days.
• Bank transfer: The refund to your current account takes approximately 2-7 business days.
Your refund may not yet be visible for several reasons:
• Crediting times vary depending on the payment method and banking network.
• There may be delays at the bank or in the payment network beyond our control.
In any case, we recommend carefully checking your credit card transactions; in some cases, the refund credit date corresponds to the purchase date. If your refund does not appear within the indicated timeframe, please contact our customer service, providing your order number and payment details.
• Crediting times vary depending on the payment method and banking network.
• There may be delays at the bank or in the payment network beyond our control.
In any case, we recommend carefully checking your credit card transactions; in some cases, the refund credit date corresponds to the purchase date. If your refund does not appear within the indicated timeframe, please contact our customer service, providing your order number and payment details.
Information on prescription lenses
Prescriptions typically indicate Sphere (SF), Cylinder (CYL), and Axis (AX). Make sure the values are up-to-date (no older than 1 year) and upload them to the form or send us a photo after ordering to receive a free quote for your new glasses with custom prescription lenses.
These lenses are designed for those who spend long hours in front of screens (PC, smartphone, TV). They help reduce eye strain and improve sleep.
Indicates the thickness of the lens. The higher the number, the thinner and lighter the lens, ideal for high diopters (over 3-4 diopters).
The price of the frame does not include prescription lenses, which can be customized and added during the purchase process according to your needs. Contact us and request a free quote for prescription lenses.
It is the distance (in millimeters) between the centers of your pupils. It is essential for correctly centering the lenses on the frame. If it is not indicated on your prescription, you can easily measure it with a ruler in front of the mirror or by taking a photo of yourself with a standard magnetic card on your forehead: our system or our opticians will help you obtain the precise measurement.
Information on originality and guarantee
Absolutely yes. We are certified retailers of all the brands listed on the site. Each pair of glasses is new and never worn.
You will receive the glasses complete with the original packaging provided directly by the brand or manufacturer (which usually includes a hard or soft case). The inclusion of additional accessories, such as cleaning cloths or certificates, depends solely on the packaging policies of the individual brand.
All our products are covered by the official 24-month manufacturer's warranty against defects in conformity or workmanship.
The warranty covers structural defects (e.g., defective hinges or peeling logos). It does not cover accidental damage, scratches on the lenses, or wear due to improper use.
Inside the packaging or on the temples of the glasses, you may find the serial number, QR code, or manufacturer identification marks (where required by the specific brand). These elements are the official tools that allow you to certify and verify the authenticity of the purchased product.
