It means that the product is not currently in our warehouse and must be ordered from the brand's official supplier.

The number of days shown on the product page represents the estimated time needed to receive the item and prepare it for shipping. Once it is ready, the order is handed over to the courier and the delivery times for the shipping method you selected begin.

If the supplier subsequently informs us that the product is awaiting restocking or is no longer available, we will contact you to indicate the possible alternatives.

For more information, please see the Orders, shipping and returns page.

Choosing the glasses that best suit your face can be tricky.
To guide you in your choice, you can consult the Size guide section and check the frame measurements on the product detail page.

Vistaexpert.it is an authorised online retailer for the following suppliers:
- Luxottica Group
- Kering
- Safilo
- Marcolin
- Marchon
- De Rigo
- Retrosuperfuture
- New Guards Group

The products sold on vistaexpert.it are purchased directly from the manufacturers listed above.
All products come with a certificate of authenticity and the accessories included in the product's original packaging (for example, case and microfibre cloth).
Vistaexpert does not sell used or irregular products, or products of a lower quality than the corresponding standards offered on the market. Product characteristics are listed on the relevant product pages.

All products sold are covered by the manufacturer's legal guarantee of conformity for a period of 24 months from the product's delivery date.
If manufacturing defects are found, they must be reported to us promptly using the contact form in the Contact us section. The product will be replaced with an identical one or, failing that, you can decide whether to replace it with an equivalent one or request a return.

We accept instalment payments with a PayPal account, Scalapay and Klarna. For more information you can visit the Payment methods section.

We accept payments by credit card, PayPal account, Google Pay, Apple Pay, Scalapay, Klarna and bank transfer. For more information you can visit the Payment methods section.

If your parcel has not arrived within the expected timeframe, check the delivery status on the courier's website using the tracking number sent by email or SMS when your order was shipped.
If the courier is unable to deliver your parcel (for example: you were not at home at the time of delivery), you will receive an email to schedule a second delivery attempt. For other delivery problems, you can contact our Customer Service using the contact form in the Contact us section, specifying your order number and full address with all the information needed for delivery, and we will pass it on to the courier as soon as possible.

If your order has not yet been processed, you can request its cancellation directly from the “My orders” section of your Vistaexpert account.

To change information relating to the order, please contact our Customer Service as soon as possible. We will do our best to help, but we cannot guarantee changes to an order that is already being prepared, undergoing customisation or already handed over to the courier.

If the order has already been processed and you wish to return one or more products, you can request a return in accordance with the applicable conditions.

For more information, please see the Orders, shipping and returns.

You can request a copy of your purchase invoice in one of these ways:

1. Tick the "Request invoice" box in the Invoice request section on the checkout page. Important: you must provide your tax code!
2. Contact our Customer Service through the Contact us section, indicating your order number and email address. Our team will process the request promptly.

The total delivery time depends on two factors:

1. Preparation time: the time needed to process and prepare your order before shipping. This varies according to product availability, which is clearly indicated on each item's product page:

• Green dot - "In stock" → The product is immediately available in our warehouses and will generally be prepared within 1 business day.
• Orange dot - “Available in X business days” → The product is not ready for immediate dispatch and will be ordered from the supplier. It will generally be prepared and shipped within 8 business days.
  If the product is not available from the supplier (restocking or discontinued), we will inform you of the waiting time and you will be able to choose an alternative or cancel the order.

2. Delivery time: the time needed for delivery by the courier, calculated in business days. The delivery time starts when the parcel is handed over to the courier.

Choosing Express shipping therefore only reduces the transport time, not the time needed to prepare the order.

The available shipping methods, their estimated times and costs are shown at checkout based on the destination and the characteristics of the order.

Orders received after 3:00 pm on Friday will be processed the following Monday.

Vistaexpert ships within Italy and to many European and international countries. The available shipping methods, estimated delivery times and related costs are shown directly at checkout based on the destination and the characteristics of the order.

Please remember that the delivery time starts from the moment the parcel is handed over to the courier and is separate from the time needed to prepare the order.

Indicative delivery times (in business days):

Italy: 24-48 hours

International: depending on the country, you can choose between:

• Standard shipping: 5-7 days.
• Express shipping: 2-3 days.

The available shipping costs and methods depend on the destination and the characteristics of the order and are shown at checkout before you complete your purchase

For all international destinations we ship to, we use the DDP (Delivered Duty Paid) service: any duties, taxes and customs charges are included and you will not have to pay any additional customs costs on delivery.

Once you have placed your order you will receive an order confirmation email and later, when we prepare your parcel and hand it over to the courier for delivery, you will receive an email or SMS with the tracking number so you can monitor the delivery status directly on the courier's website.

If the parcel cannot be delivered, the courier will hold it at their depot. You will receive a failed delivery notification by email directly from the courier.
You can then contact our Customer Service using the contact form in the Contact us section. Our team will request the release of the held parcel, indicating the delivery address you entered when placing the order (or a different address you provide) and a telephone number (for delivery with advance phone notice).

All products are carefully checked before shipping to ensure they are intact.

When your order is delivered, you are required to check the products to make sure they are intact and match what you ordered.

• If the packaging shows visible damage, signs of opening, crushing or other irregularities, we recommend accepting the delivery subject to inspection, stating the reason, or refusing the parcel if the damage is particularly obvious
• If the product is also damaged, keep the packaging and all the contents received, take photographs clearly showing the parcel, the shipping label, the inner packaging and the product, and contact our Customer Service promptly.

This information will allow us to verify the problem and handle the claim with the courier.

You can request a return within 14 days of delivery, choosing between:

• Assisted return: we provide you with a return label at a cost of €8, charged separately or deducted from the refund. Depending on the country and the product, the service may include courier pick-up or drop-off at an InPost point
• Self-arranged return: you can choose and pay directly for the courier you use to return the order. The shipment remains under your responsibility until it is delivered to our warehouse.

⚠️ Please note: The product must be returned undamaged, in the condition in which it was received and complete with its original packaging and accessories.

In the cases provided for by law, the right of withdrawal does not apply to products made to measure or clearly personalised, such as glasses with prescription lenses or customised treatments, nor to sealed products that are not suitable for return for hygiene or health protection reasons when the seal has been opened after delivery.

For conditions, exclusions and the full procedure, please see the Orders, shipping and returns page.

All products are covered by the manufacturer's legal guarantee of conformity for
a period of 24 months from the delivery date, pursuant to Title III of Legislative Decree
206/2005. The guarantee protects against breakages caused by material and
manufacturing defects, reported within a maximum of 2 months from discovery of the defect.

If manufacturing defects are found, they must be reported promptly to our Customer Service using the contact form in the Contact us, section, indicating:

• Order number
• Code of the defective item
• Type of defect found

The product will be replaced with an identical one or, if unavailable, you can decide whether to replace it with an equivalent one or request a return.

If you purchased from Vistaexpert as a consumer, the product is covered by the legal guarantee of conformity provided for by applicable law. For new products, the guarantee covers conformity defects existing at the time of delivery that appear within 24 months of delivery.

A conformity defect may exist, for example, when the product does not match the description or the stated characteristics, is not fit for normal use, is missing components that should be included, or has an original manufacturing or conformity defect.

To request assistance, contact our Customer Service through the Contact us section. In order to assess your request we may ask you for:

• the order number;
• the item code;
• a description of the problem encountered;
• photographs and/or videos of the product;
• information about when and how the problem appeared.

The legal guarantee does not cover damage caused by impacts, drops, improper use, normal wear and tear, incorrect maintenance, unauthorised repairs or modifications or other damage occurring after delivery that is not attributable to an original conformity defect. Scratches and marks resulting from normal use, for example, do not in themselves constitute a conformity defect.

If the problem is covered by the legal guarantee, the remedies provided are, in the first instance and where applicable, repair or replacement free of charge. In the cases and under the conditions provided for by law, a price reduction or termination of the contract may also apply.

Every request is assessed before the applicable solution can be confirmed.

If you experience a problem with your Ray-Ban Meta or Oakley Meta AI Glasses, you can submit a support request through the official portal of the relevant manufacturer, which provides specialised technical assessment for these devices.

Ray-Ban Meta: go to the official Ray-Ban support portal.
Oakley Meta: go to the official Oakley support portal.

During the procedure you may be asked to:

• select AI Glasses, Ray-Ban Meta or Oakley Meta as the product;
• indicate the date of purchase and the product details;
• upload a Vistaexpert proof of purchase such as the order confirmation, receipt or invoice;
• attach photographs or other information showing the problem;
• indicate the serial number of the product.

Once the request has been submitted, the official service centre will assess the problem and provide instructions regarding any repair or replacement.

Original manufacturing or conformity defects may be covered by the warranty, whereas accidental damage, impacts, drops, scratches, liquid damage, normal wear and tear or improper use are not generally considered original manufacturing defects.

If you need a copy of your proof of purchase or have difficulty submitting the request, please contact our Customer Service through the Contact us section.

Once we have received the return at our warehouse, we will check that the returned product matches the one covered by the order and the return request, and we will inspect its condition.

Following this check, the refund will be issued to the same payment method used for the order, within the timeframes set out in the General Terms and Conditions of Sale and by applicable law.

Where applicable, the cost of the label used for the assisted return and any amounts corresponding to a diminished value of the returned product may be deducted from the refund.

For more information, please see the Orders, shipping and returns page.

In the case of instalment payments, if the first instalment has already been charged, Scalapay or Klarna will refund the instalment you have already paid directly and cancel the direct debit for the remaining instalments.
The amount will be credited within 3-4 business days, depending on the banking network, to the payment method linked to your Scalapay or Klarna account.

If you have not received the newsletter welcome email, try checking the Spam or Junk folder of your mailbox. Alternatively, contact our Customer Service through the Contact us section, providing your email address to obtain the newsletter subscription discount code.

You can use the discount code by entering it in the "Discount Code" section on the checkout page. The discount will be applied automatically to the total cart amount.

Yes. For compatible models you can click on “Add prescription lenses” or “Customise lenses” directly from the product page and configure the lenses before adding the glasses to your cart.

During configuration you will be asked to indicate how the glasses will be used and the details of your eye prescription, so that we can identify the most suitable options available.

In order to proceed with processing the order it is mandatory to provide your most recent eye prescription. You can upload it during configuration or send it later following the instructions provided.

The details entered must match the prescription. If details are missing or substantially different from those stated in the prescription, the order will have to be verified and preparation may be delayed.

The online service is available for single vision lenses. We do not produce multifocal or progressive lenses online, as they require specific measurements and assessments to be carried out in person.

Customised work, including prescription lenses and treatments made to order, is excluded from the right of withdrawal in the cases provided for by applicable law.

Our stores are located in Veneto, Campania and Puglia. For a full list of locations you can visit the Store Locator. section