Orders, Shipping & Returns

Here you can find information about order preparation and shipping, delivery times, returns and refunds for purchases made on Vistaexpert.

These provisions supplement the General Terms and Conditions of Sale available on the Website. In the event of any conflict, the mandatory provisions of applicable law and the General Terms and Conditions of Sale shall prevail.

If the order includes customised services such as prescription lenses or specific treatments, the time required to complete the customisation must be added to the time needed for the frame to become available (usually around 5 business days).

Order preparation times and delivery times are separate and independent.

• The preparation time is the time Vistaexpert needs to make the product available, complete any requested customisation and prepare the order.
• The delivery time starts when Vistaexpert hands the parcel over to the carrier.

Choosing Express shipping therefore does not reduce the order preparation time.

For example, if a product is available in 8 business days, it will first be sourced and prepared and only then handed over to the carrier using the selected delivery service.

The available delivery methods, such as Standard or Express, together with the estimated delivery times and costs, are shown at checkout based on the destination and the characteristics of the order.

You can request a return within 14 days of delivery by choosing one of the following options:

1. Assisted return
We will provide you with a return shipping label for a fee of €8, which will either be charged separately or deducted from your refund. Depending on the country and the product, the available service may include return by courier or through an InPost drop-off point.

2. Self-arranged return
You can choose and pay the carrier directly to return your order. The shipment remains under your responsibility until it is delivered to our warehouse. In the event of loss or damage during transit, you will need to contact the carrier you selected.

Return conditions

The product must be returned intact, in the same condition in which it was received and complete with its original packaging and original contents, including, where applicable, the case, warranty seal, cleaning cloth, documentation and accessories.

Upon receipt, Vistaexpert will inspect the returned item to verify its condition:

• if there is damage, alteration or missing parts that prevent the return from being accepted, the refund may be denied and the customer will be offered the option of having the product shipped back at their own expense;
• if only a minor decrease in value is identified, a partial refund may be granted, proportionate to the decrease in value found.

If the return is not accepted and the customer does not provide instructions for the product to be shipped back, the item will be held in storage for a maximum of 30 days.

Exceptions to the right of withdrawal

Pursuant to Article 59 of the Italian Consumer Code (Legislative Decree No. 206/2005), the right of withdrawal is excluded, among others, in the following cases:

• goods made to the consumer’s specifications or clearly personalised, such as eyewear fitted with prescription lenses or customised treatments made upon request;
• sealed goods which are not suitable for return for health protection or hygiene reasons and which have been unsealed after delivery. This category includes, for example, contact lenses where the relevant sealed packaging has been opened.

Returns for these products may therefore only be requested where permitted under applicable law.

1. Request a return
You can submit a return request:

• from the “My Orders” section of your Vistaexpert account;
• from the Contact Us page by selecting “Returns and replacements”.

You will receive the necessary instructions by email and, if you have selected the assisted return option, the return shipping label.

2. Prepare and ship the parcel
Place the product in its original packaging together with all the accessories received and follow the instructions provided.

If you have chosen a self-arranged return, you must ship the product to the warehouse indicated for your country.

3. Wait for the inspection
Once the parcel has been received, we will inspect the condition of the product and inform you of the outcome of the return.

Once the return has been received at our warehouse, Vistaexpert will verify that the returned product corresponds to the product covered by the order and the return request and will inspect its condition before completing the refund process.

The refund will be issued using the same payment method used for the order, in accordance with the time limits set out in the General Terms and Conditions of Sale and applicable law.

Where applicable, the following amounts may be deducted from the refund:

• the cost of the return shipping label for the assisted return service;
• any decrease in value of the returned product.