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Return & Refund Policy

Effective 18/06/2016

See also Terms & Conditions

Return & Refund

Please feel free to address your questions on Return & Refund or other topics to our support team (Alex) via email order@allora-eyeglasses.com, chat or phone +7 (495) 374-94-79.

The address for your returns: 
Bld. 21, office 407A, Vekovaya str, Moscow
Russian Federation, 109544
Netoptik Ltd

Any sunglasses, frames, lenses (not installed into the frames) purchased in our store can be returned for refund or exchange provided the following rules are followed:

A. If you received a wrong item or a faulty item

If you discovered that we sent you a wrong item by mistake or you received an item with manufacturing defects do the following:

1. Send an email to our Support Team at order@allora-eyeglasses.com within 48 hours of receipt of the item to have the return approved. Please attach some photos supporting your case and add the description of the situation.

2. Please return the items in their unworn, original, condition, in the original case, including an eyeglass case, lens cleaning cloth, demonstration lenses for frames.

3. Package your glasses securely.

4. Please ship your return by a traceable method and have your package insured. (Allora-Eyeglasses.com cannot be responsible for lost shipments or shipping damage.). Please note that maximum EUR 15 will be refunded for the return shipping.

5. Once your return is received, we will process refund within 5 business days. Your refund will be credited back to your original method of payment. It will take some extra business days for your bank to process the operation.

REFUND
Goods: The cost of the item(s) will be refunded.
Delivery: We ship to you free. In case you ordered paid shipment it will not be refunded.
Return shipping: Maximum of EUR 15 will be refunded for your return shipping. 
Other: No restocking fee applied.

B. If you received in good quality the item(s) you had ordered

If you have received the item(s) that you did not like or want to return for other reasons (except faulty or wrong items) do the following:

1. Send an email to our Support Team at order@allora-eyeglasses.com within 48 hours of receipt of the item to have the return approved.

2. Please return the items in their unworn, original, condition, in the original case, including an eyeglass case, lens cleaning cloth, demonstration lenses for frames.

3. Package your glasses securely.

4. Please ship your return by a traceable method and have your package insured. (Allora-Eyeglasses.com cannot be responsible for lost shipments or shipping damage).

5. Once your return is received, we will process refund within 5 business days. Your refund will be credited back to your original method of payment. It will take some extra business days for your bank to process the operation.

REFUND
Goods: The cost of the item(s) will be refunded except the cost of the installed lenses (for prescription glasses).
Delivery: We ship to you free. In case you ordered paid shipment it will not be refunded.
Return shipping: Return shipping charges are not refunded.
Other: No restocking fee applied. 

Order Cancellation

You are free to cancel your order. Please make sure we receive your order cancellation soonest possible to minimize your costs.

Kindly note the following rules apply:

1. The item is not yet shipped: the full purchase amount will be refunded to you (for non-prescription glasses(*)) within 5 business days from the day we receive cancellation message from you.

2. The item is shipped but not yet delivered to you: we will ask the shipping company to re-route the package back to us. If it is possible you will receive full refund less the charges invoiced to us by the shipping company for returning the package (less installed lenses price for prescription glasses (*)). The refund will be paid within 5 business days after our receipt of Shipping Company's confirmation of the extra charge involved.
In case Shipping Company is not able to re-route the package back to us please receive the item and send it back to us (please see Return & Refund policy above).

3. The item is received by you: please send it back to us (please see Return & Refund policy above).

(*) - for prescription glasses the price of the installed lenses is not refunded

Payment

You can pay your order in our store with your credit/debit card, via PayPal or 2Checkout.

all-payment-options.png

Please see short screencasts demonstrating the payment options.

Shipping

We offer Free International Shipping for our Sunglasses and Eyeglasses/Frames. Packing costs are included in the price.

Shipping companies: Free international shipments are sent via approved reputable courier service as Registered International Shipping (Russian Post www.pochta.ru; EMS www.emspost.ru or equivalent). You can normally start tracking such shipments within a couple of days after dispacth.

At your request (and at your cost) we can also ship your parcel with UPS or DHL courier - please contact us before/during purchasing to have it arranged.

Dispatch: Eyeglasses with Plano lenses (no prescription lenses) or sunglasses are normally shipped within 2 business days following payment receipt/funds capture by us. 
Prescription eyeglasses are normally shipped within 3 business days from the payment receipt/funds capture or your complete prescription provision to us (whichever happens later).

Delivery time: Delivery time for Free Shipments varies considerably depending on the country of destination and the particular receiver's location. 
It can be 15-30 business days on average.

Delays: Unfortunately occasionally delays at customs may occur. Please be patient if such delays take place, we will do our best to track your shipment down and to keep you constantly informed on its status.

Possible extra costs: Please be aware that depending on the value of your order and your country of destination you may be responsible for paying VAT or other taxes, customs duties or fees upon arrival of your item. So please make necessary arrangements in time.

If you have any specific instructions related to the shipment please inform us in advance.

Should the assigned shipping/courier company return the goods to us, because delivery to you was not possible, you will have to bear the costs of unsuccessful dispatch. This shall not apply if you notified us before the parcel shipment about your inability to receive the parcel at the designated location.

Goods are delivered to the shipping address indicated by you during check out. Please be sure to double check your shipping address is correct.

Happy Shopping!

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