Customer Care

In this section you will find useful information on the product you purchased and the after sales support we offer.

CUSTOMER SUPPORT

LUXOTTICA LIMITED WARRANTY

Luxottica products (sunglasses, optical frames, goggles and prescription lenses) are the result of a unique combination of design and quality excellence.

Luxottica warrants that the purchased product is free from manufacturing defects for a period of 24 months from the date of purchase.
For consumers who are covered by consumer protection laws or regulations in the country of purchase or, if different, the country of residence, the benefits conferred by the Luxottica Limited Warranty are in addition to all rights and remedies covered  by such consumer protection laws and regulations. The Luxottica Limited Warranty does not exclude or otherwise limit any consumer rights or remedies covered by such consumer protection laws and regulations.
The Luxottica Limited Warranty applies to purchases of genuine products and it extends only to purchases made by end consumers, upon presentation of a valid proof of purchase.

WHAT IS COVERED BY WARRANTY (examples):

THE LUXOTTICA LIMITED WARRANTY COVERS AGAINST MANUFACTURING DEFECTS (IN MATERIAL OR WORKMANSHIP) INCLUDING BUT NOT LIMITED TO:
  • Missing components
  • Delamination and/or peeling of sun lens coating
  • Bubbles or imperfections in lens coating
  • Premature flaking or deterioration of frame coating
  • Soldering defects
  • Defective prescription lenses manufactured by Luxottica

THE FOLLOWING ISSUES ARE EXPRESSLY NOT COVERED BY THIS WARRANTY:

  • Normal wear and tear (scratches)
  • Any damages caused by accident, abuse, neglect, shock, improper use or improper storage of product
  • Damage caused by chemicals
  • Unauthorized modifications or repairs

For ophthalmic eyewear, to the extent permitted by law, Luxottica excludes all liability for repairing or replacing prescription lenses, including where the prescription lenses are damaged or lost due to a product manufacturing defect. Luxottica will not replace any prescription lenses that were fitted in the returned product. Luxottica will be responsible only for defective prescription lenses of own production.

Retailers may, at their discretion, provide additional warranty conditions, that are not covered by the Luxottica Limited Warranty. Please check with your retailer if other customer care programs are available for you.

How to GET aSSISTANCE

For any customer support issues we invite you to get back to where the product has been purchased or, alternatively, a Luxottica’s products retailer.
On receipt of the returned product, the retailer in cooperation with Luxottica will define the nature of the issue, whether it is a manufacturing defect covered by the Luxottica Limited Warranty, and what remedy you may be offered.
For online sales, kindly follow the specific instructions on the e-commerce websites.

For further assistance, please follow the link below.

Thank you for being a loyal customer!

HOW TO TAKE ADVANTAGE OF THE WARRANTY

STEP 1: SELECT THE BRAND

Alain Mikli
Armani Exchange
Arnette
Brooks Brothers
Burberry
Bvlgari
Chanel
Coach
DKNY
Dolce & Gabbana
Emporio Armani
Giorgio Armani
Michael Kors
Miu Miu
Oakley
Oakley Custom
Oliver Peoples
Paul Smith
Persol
Polo Ralph Lauren
Prada
Ralph Lauren
Ray-Ban
Ray-Ban Remix
Starck Eyes
Tiffany & Co.
Tory Burch
Valentino
Versace
Vogue Eyewear

STEP 2: SELECT YOUR COUNTRY

STEP 3: SELECT YOUR PRODUCT

Eyewear repairs and substitutions
(Prescription lenses excluded)
Prescription lenses (Rx)
& Other inquiries

PRODUCT CARE

PRODUCT QUALITY

Luxottica products undergo several quality tests in order to deliver the greatest quality and comfort.

Quality tests

Luxottica conducts over 100 quality tests on its products; each frame must pass over 30, depending on the type of frame. Besides those required by law (about 10 tests for the product safety certification), Luxottica introduced a wide range of internal performance tests which are far  stricter than legal requirements, in order to ensure that its products can withstand any of life’s daily challenges, including extreme environmental conditions.

Allergy tests

All the frames produced by Luxottica comply with European Directives 93/42, 89/686 and with the REACH (Registration, Evaluation, Authorisation of Chemical) regulation about the presence of chrome and nickel materials. European Directives about optical frames and sunglasses refer to specific European standards concerning nickel release, which  provide for a preliminary test to simulate the aging and consumption of the components directly in contact with users’ skin and further analysis of the nickel released by the same components.

Lens protection

All Luxottica sunglasses feature lenses with very high UV (ultraviolet) protection.  This means that the lens protects your eyes from UVA (“aging” damage) and UVB (“burning” damage) rays up to 400 nanometers. Ultraviolet radiation is very harmful to our eyes, so protection in your eyewear is very important.

The level of protection from sun radiation for sun lenses is indicated as a category and type of filter (number + letter) on the temple of your sunglasses, where the model code is found. The number indicates the filter category  (protection against sun glare) from 0 to 4:

0 - very limited

1 - limited

2 - good

3 - high

4 - very high

The letter indicates the type of filter (N=normal, P=polarized, F=photochromic). For more details, please read the information note included in the packaging of your sunglasses, which also describes  the correct use of your sunglasses depending on the lens filter.

HOW TO TAKE CARE OF YOUR PRODUCT

Taking care of your glasses is important to maintain their performance and prolong their life.

Use

Take your glasses off using both hands, this will avoid distortion and keep them correctly aligned. Removing them with one hand will loosen them over time. Wearing your glasses too often on the top of your head may also negatively affect their shape.

Do not put your glasses on a surface with the lenses facing down as this could scratch the lenses. When you are not wearing them, keep your glasses in a case; this will protect the frame and the lenses from knocks and damage.

Do not leave your glasses on the dashboard of your car, or anywhere else that will expose them to very high temperatures, which could damage the coatings or distort the plastic frame.

Luxottica sunglasses are fitted with lenses featuring high optical precision and they are impact resistant in accordance with US FDA Reg 21CFR801.410. They are not suitable for:

  • direct viewing of the sun or solar eclipses
  • protection from UV rays from artificial light sources (e.g. tanning beds)
  • protection from blows or impact
  • driving at night or in poor visibility

Use only original accessories and spare parts.

Cleaning

Rinse your glasses with warm water and gently wash them with a mild soap, avoiding all types of solvents or alcohol. Dry them using a clean, soft cloth. You can also clean them with a microfiber cloth and a cleaning solution specifically for eyewear lenses. Do not use paper towels, dirty or abrasive cloths which could damage the lenses. Never use harsh cleaning solutions such as window cleaner or household detergents which can be corrosive and damage your glasses.

For special materials such as wood, leather, fabric (i.e. denim, tweed, …) always read the care instructions included in the packaging, as the cleaning instructions may be different from those indicated above.

Maintenance

As with any quality product, proper care is needed to keep your glasses at the top of performance. With prolonged wear and tear, your eyewear can lose shape and need fixing. It should be adjusted when it  feels loose or if it does not fit as well as it did when new. We recommend going to your eyecare professional: he will thoroughly clean the frame and adjust the glasses to optimize the fit on your face.

Last updated: May 02 2018