Frequently Asked Questions

When will i get my refund ?

Usually in about 1-2 weeks. Most refunds are fully re...

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Usually in about 1-2 weeks. Most refunds are fully refunded in 3 to 5 days after we receive and process your return.

You refund will be credited to the original method of payment.

How to find a missing package that shows as delivered ?

IIf your tracking information shows that your package...

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IIf your tracking information shows that your package was delivered, but you can't find it :

Within 36 hours of expected delivery :

  • Verify the shippng address
  • Look for a notice of attempted delivery
  • Look around the delivery location for your package
  • See if someone else accepted the delivery
  • Some packages travel through multiple carriers ; check your mailbox or wherever else you receive mail.
  • Wait 36 hours - in rare cases packages may say delivered up to 26 hours prior to arrival
  • Please contact us at eshop@vuarnet.us with your order number and receipt information

When will my order be ship ?

Orders are shipped 1-2 business days after the order ...

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Orders are shipped 1-2 business days after the order has been received. You will receive an email notification once your order has shipped along with tracking information.

  • Orders will ship the same day if its placed before 3pm EST (excluding weekends and holidays)
  • Orders placed after 3pm EST for in-stock merchandise are processed the following business day.
  • Items shipped overnight on Friday will arrive on Tuesday (not Saturday nor Sunday)

Shipping Carrier Contact : Fedex - Phone : 1-800-463-3339

 

 

How do I change my password?

You can change your password in the “My account” area of ...

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You can change your password in the “My account” area of the website. Log into your account, click “Change my details”, then make any changes you require.

I have forgotten my password. What should I do?

Click the “Forgotten your password?” link in the account ...

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Click the “Forgotten your password?” link in the account login page to recover your password. You will receive an email inviting you to reset your password.

Why can I not log into my account?

There are many reasons why you might not be able to log i...

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There are many reasons why you might not be able to log in. Please contact our team of advisers for help.

I cannot create an account. What should I do?

Contact our team of advisers to help you create your acco...

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Contact our team of advisers to help you create your account. Go to the Contact Page of our website.

Do I have to create an account if I want to place an order?

You do not have to create an account to place an order. Y...

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You do not have to create an account to place an order. You can place an order as a guest. However, we recommend that you create an account for your convenience, since it allows you to track your orders online, access return forms, etc.

How can I cancel my order and get a refund?

You cannot cancel your order once confirmed. However, you...

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You cannot cancel your order once confirmed. However, you have a 14-day cooling-off period to return the products and get a refund. For more information, visit our Returns Policy page.

When will I receive my invoice?

A paper invoice will be included in the parcel.

Why has my payment been rejected?

Whenever you make an online payment, an authorisation req...

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Whenever you make an online payment, an authorisation request is sent to your bank. In most cases, the bank authorises the payment. However, it may refuse in some circumstances, such as unusual card usage or where the payment would exceed a spending cap. Whenever a card is rejected, the payment will also be rejected. You should always contact your bank to find out why authorisation was not given. In a small number of cases, a payment may be rejected due to problems with the authorisation server.

When will the money be debited from my account?

The money will be debited from your account when you pay ...

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The money will be debited from your account when you pay for your order. This may be instant, or the money may be taken at a later date (depending on your card provider).

How can I pay for my purchase?

You can pay using a Carte Bleue, Visa or MasterCard credi...

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You can pay using a Carte Bleue, Visa or MasterCard credit/debit card.

Is your online payment system secure?

Most e-commerce websites use the “Secure Hypertext Transf...

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Most e-commerce websites use the “Secure Hypertext Transfer Protocol” (or HTTPS). You should therefore check, when paying on a website, that the HTTPS link is used.

What happens if one of the items I have ordered is out of stock?

If an item in your confirmed order is out of stock, you w...

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If an item in your confirmed order is out of stock, you will receive notification by email. If applicable, the email will indicate when the item will be back in stock. If one or more products are out of stock, this will not affect the rest of the order. If the item is permanently out of stock or if you do not want to wait until the advertised date, you will receive a refund for the price of this item within 14 days of your initial payment.

How do I change my delivery address while placing an order?

You can modify any aspect of your order before confirming...

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You can modify any aspect of your order before confirming it. You can add or remove items in your basket. However, you cannot modify the content of your order once confirmed.

How do I track my order?

Once your order has been shipped from our warehouse, you ...

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Once your order has been shipped from our warehouse, you will receive an email containing the FedEx tracking number. You can then track the progress of your delivery at any time.

Can I amend or cancel an order once I have placed it?

You cannot amend or cancel an order once it has been conf...

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You cannot amend or cancel an order once it has been confirmed. However, you can return your parcel free of charge and receive a refund within 14days after your date of purchase.

For more information, visit our Returns Policy page.

The glasses I want are no longer in stock. When will I be notified that they are back in stock?

If you want to purchase a product marked as out of stock ...

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If you want to purchase a product marked as out of stock on the website, click the “alert email” button. Enter your email address, and you will receive an email informing you when the selected product is back in stock.

How do I contact your Customer Services department?

To contact our Customer Services department: By phone: 9...

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To contact our Customer Services department:

    I have broken my glasses. What should I do?

    If the breakage is due to a manufacturing defect, you ...

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    If the breakage is due to a manufacturing defect, you can return your frame to us within the guarantee period (2 years), only for product(s) bought on vuarnet.com. However, the guarantee does not cover accidental breakage by the customer.

    For more information, visit our Limited Warranty Policy.

    Do I need proof of purchase to benefit from the guarantee?

    Yes, you will need your proof of purchase to exercise you...

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    Yes, you will need your proof of purchase to exercise your rights under the guarantee.

    How do I exercise my rights under the guarantee?

    You have two years from the date of purchase to exercise ...

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    You have two years from the date of purchase to exercise your rights under the guarantee. You will need to provide proof of purchase (your invoice).

    How long are my glasses guaranteed for?

    Vuarnet offers a two-year guarantee against manufacturing...

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    Vuarnet offers a two-year guarantee against manufacturing defects on all sunglasses (from the invoice date). The guarantee does not cover usage defects.

    For more information, visit our Limited Warranty Policy.

    Can I get a full refund if I’m not satisfied with my purchase?

    You have 14 days from the date of purchase on us.vuar...

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    You have 14 days from the date of purchase on us.vuarnet.com to return your parcel free of charge and receive a full refund. After this 14-day period, we will no longer be able to refund you for the product.

    For information about returning your parcel, 
    .

    My glasses have arrived in poor condition. What should I do?

    You have 14days after your date of purchase to return you...

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    You have 14days after your date of purchase to return your parcel free of charge and receive a refund. For more information, visit our Returns Policy page.

    Beyond this 14-day limit, a refund will only be offered if the frame is in poor condition due to a manufacturing defect. Please refer to the Limited Warranty Policy.

    How do I return my parcel?

    You have up to 14 days from the date of receipt of yo...

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    You have up to 14 days from the date of receipt of your purchase to return your items to us. Refunds will be made for unworn items, returned in their original packaging. The refund will be paid once we have received the product. The guarantee policy applies following the end of this 14-day period. Guarantee policy page

    • Please use the enclosed shipping document and shipping label when making a return.
    • If you no longer have the FedEx return shipping label or choose not to use it, we recommend that you send your return insured and keep the tracking number as Vuarnet will not assume responsibility for any loss.
    • Please send returns to STELLAE INTERNATIONAL c/o VUARNET E-COM RETURNS. 333 SMITH STREET FARMINGDALE, NY 11735.
    • The credit card refound will be processed directly to your account. You can drop your package at your nearest FedEx location, or you may call FedEx for pickup at 1.800.GoFedEx (1.800.463.3339).

      To contact our Customer Services department:

      What is your returns policy?

      You have up to 14 days from the date of receipt of yo...

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      You have up to 14 days from the date of receipt of your purchase on us.vuarnet.com  to return your items to us. Refunds will be made for unworn items, returned in their original packaging. After this 14 days period, we will no longer be able to refund you for the product.

      For more information, 
      .

      How long will delivery take?

      Orders are delivered for free within 2- 5 business da...

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      Orders are delivered for free within 2- 5 business days (excluding weekends and holidays). You can also select your preferred shipping method for urgent deliveries :

      Express - 2 day delivery (excluding weekends and holidays) for $25.

      Overnight (1 business day) for $40.

      Standard & Express Shipping - Orders placed by 3PM EST will be shipped same day Monday to Friday. All orders placed after 3PM EST Friday will be shipping the following Monday. Orders placed on Weekends or Holidays will be processed out the next business day.

      Overnight Shipping - Orders placed by 3PM EST will be shipped same day Monday to Friday. All orders placed after 3PM EST Friday will be shipping the following Monday. Orders placed on Weekends or Holidays will be processed the next business day.

      All orders are subject to availability and credit authentification. During sale and holiday periods, additional processing time may be required.

       

      What countries do you deliver to?

      We deliver our frames throughout the United States. F...

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      We deliver our frames throughout the United States.

      For Europe, we deliver our frames in the euro (€) zone, UK and Switzerland - visit vuarnet.com 

      Where do you deliver to?

      FedEx will deliver your parcel to your delivery addre...

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      FedEx will deliver your parcel to your delivery address, not including P.O.Boxes.

      How much will it cost to have my order delivered?

      Your parcel will be delivered by FedEx : GROUND : ...

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      Your parcel will be delivered by FedEx :

      • GROUND : 3-5 business days (excluding weekends and holidays) - free
      • 2-DAY : 2 business days (excluding weekends and holidays) - $25
      • OVERNIGHT : 1 business day (excluding weekends and holidays) - $40

      How do I care for my glasses?

      Keep them in the original case. Indeed, even though Vuarn...

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      Keep them in the original case. Indeed, even though Vuarnet mineral lenses resist scratches very well, your bunch of keys or a nail file in the bottom of your handbag risk damaging them with time. Result; not only are the scratches unsightly, but they also seriously affect your visual comfort.

      When you take your glasses off, do so with both hands. In this way you protect the frame hinges.

      When you put them down, fold them up and put them with the arms in contact with the surface; avoid putting your sunglasses down on the lenses, there's no better way to damage them.

      Once back from the beach, simply rinse them under tepid water to remove sand and salt traces.

      Is there a specific product for cleaning my glasses?

      To clean your glasses simply at home, use a mild liquid s...

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      To clean your glasses simply at home, use a mild liquid soap. To rinse them, pass under cold or lukewarm water. Avoid using hot water at all costs. Dirty or abrasive cloths should also be avoided as they may modify the lens characteristics.

      You may also choose a glass cleaning spray, usually on sale at your optician. In this case, wipe them with the chamois cloth usually supplied with the original case. If you have lost it, use a very fine, soft fabric to wipe them.

      In some cases where you do not manage to clean your glasses properly as indicated above, you may wish to see your optician. Most opticians possess ultrasound equipment for cleaning glasses. It is suggested to let them soak in an ultrasound water bath: this will remove any impurities stuck to the frames. Most of the time, this service is provided free of charge by your optician.

      This may be done every 2 months for complete cleaning.

      Where can I get my glasses adjusted to my size after delivery?

      A qualified optician can make adjustments to your fra...

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      A qualified optician can make adjustments to your frame for a fee.

      Do you provide prescription sunglasses?

      All VUARNET sunglasses with the exception of the XL G...

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      All VUARNET sunglasses with the exception of the XL Glacier are available in both single vision or progressive lenses. VUARNET prescription sunglasses are all produced using mineral glass. Each Vuarnet lens, including prescription, is engraved with the V on ski symbol.

      Our mineral glass lenses in your prescription are handmade in France, in our factory, in Meaux close to Paris.


      IIt is not possible to order prescription glasses on-site or purchase a pair from vuarnet.com to have made into prescription. If you wish to order prescription glasses, please visit a VUARNET retail optician to place your order. To find a VUARNET optician near you, visit the :

      Only optical stores can order prescription sunglasses.

      What are the advantages of the different techniques applied to our lenses?

      The two-tone Vuarnet Mirror glass: our signature since 19...

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      The two-tone Vuarnet Mirror glass: our signature since 1957. The two-tone mirror filters the light in the upper and lower part of the lens more efficiently, and as such you have maximum protection against glare and reflections.

      The Vuarnet Mirror Flash lens: Other than the aesthetic aspect, the mirror flash lens acts by reflecting and filtering the light more efficiently. It guarantees you maximum comfort in very bright conditions.

      Vuarnet Polarized lenses: bring optimum color definition and greater eye comfort against glare from reflections. All our frames equipped with polarized mineral glass always carry the symbol “P”: Grey Polar, Blue Polar, Blue Polarlynx and Brown Polar are available.

      What advantages are offered by mineral glass?

      Vuarnet mineral glass guarantees the HIGHEST protection, ...

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      Vuarnet mineral glass guarantees the HIGHEST protection, the HIGHEST clarity, the HIGHEST durability, and is 100% recyclable.

      For further information, please visit our website page “Why choose Vuarnet lenses?" on vuarnet.com.

      How do my Vuarnet sunglasses protect my eyes?

      Thanks to the mineral glass and specific Vuarnet treatmen...

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      Thanks to the mineral glass and specific Vuarnet treatment, your Vuarnet sunglasses protect your eyes from the following:

      AGAINST UV AND BLUE LIGHT

      • Vuarnet lenses filter 100% of UV (UVA, UVB, UVC) and as much as 99% of blue light, one of the most dangerous in the visible light spectrum.

      AGAINST GLARE AND REFLECTIONS

      • Brand signature, our exclusive bi-shaded mirror treatment guarantees maximum protection against glare and reflections.

      AGAINST UNWANTED REFLECTIONS and INFRA-RED

      • Vuarnet lenses are the only ones in the world designed to absorb up to 94% of infra-red rays protecting your eyes from heat and dry eye.
      • The lenses also benefit from an anti-reflection treatment inside of the lens, eliminating all unwanted reflections.

      For further information, please visit our website page “Why choose Vuarnet lenses?" on vuarnet.com

      What tests do you do to check product quality?

      We perform detailed and complete testing procedures on bo...

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      We perform detailed and complete testing procedures on both lenses and frames.

      Three tests are performed on the lens during the manufacturing process:

      • Inspection of the polished glass quality; individual check of the glass polishing.
      • Shock resistance measurement by ball-test; a ball weighing 16 grams is dropped from a height of 1.27 m onto the lens to test its shock resistance.
      • Inspection of treated lenses, under specific lighting conditions to ensure that the glass has no scratches/imperfections.

      Each frame is individually checked before the product is packaged.

      How do I know that my Vuarnet glasses are authentic?

      Each authentic frame is delivered in its own case complet...

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      Each authentic frame is delivered in its own case complete with the Vuarnet certificate of authenticity and each lens is engraved with the symbol.

      How do I choose the right size of sunglasses for me?

      On each product leaflet, we indicate the temple width (di...

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      On each product leaflet, we indicate the temple width (distance between your temples) and the frame size (S for Small, M for Medium or L for Large) in order to help you select the pair of sunglasses most suited for your face.

      To figure out know the temple width of your face, use a ruler to measure the distance between the two horizontal screws of the arms on your current glasses. (If you have a fine/angular/large round, we recommend the size small/medium/large).

      Size S refers to a temporal distance of 127-134 mm, size M to 130-163 mm and finally size L to 133-139 mm.