Our customer service is available from Monday to Friday, from 10am to 7:00 pm (EST).
What do I need to know about my prescription before I place an order?
Before making a purchase please make sure that your prescription:
- Is written by a certified optometrist
- Is valid (We cannot accept expired prescriptions)
- Is for eyeglasses and not for contacts (Contact lenses prescriptions can be very different from eyeglasses prescriptions. For this reason please make sure that your prescription is for eyeglasses).
- Includes Pupillary Distance (PD).
How do I place a prescription order?
We offer a wide range of clear glasses with prescription lenses. However, prescription is not available on all items we sell online. If the item is available in prescription you will see a button on the product page which says “ADD PRESCRIPTION”. To shop all of our prescription glasses you can also navigate this page which includes our widest range of prescription frames. We offer Single Vision and Progressives lenses. Once you have selected your frame and lenses, you will just need to proceed to checkout. Only after completing your order you will be asked to send a valid prescription including Pupillary Distance measurements to our customer service at the following e-mail adress: RXserviceEU@shop.persol.com. Please remember that we will ask you to submit your prescription within 5 days from placing your order. After 5 days, your order will be automatically cancelled.
Will you verify my prescription?
A customer service agent will be responsible for verifying your prescription after you complete your purchase. Please remember that it must be a valid prescription and it must also contain Pupillary Distance (PD).
My prescription is very strong, can you fill it?
We can fill a wide range of prescriptions, including those with astigmatism. Nevertheless, we do have some limitations. If your prescription is outside the range we usually carry, do not hesitate to contact our Customer Service.
What is a Pupillary Distance (PD) measurement, and how can I measure it?
PD stands for pupillary distance, that is the space between the centre of your pupils in millimeters.
It is often not provided by your optometrist, but it is measured by the optician when you place an order for glasses.
This number tells the lens maker where to put the optical centre for your glasses, and so it should be part of your prescription details.
We highly recommend that you request for it when you see your eye care professional.
Click here to measure it yourself with a PD Ruler.
How do I send my prescription?
In order to be able to process your prescription, we require a valid prescription that includes pupillary distance (PD) measurement. We will ask you for your prescription after checkout.
E-mail your prescription at RXserviceEU@shop.persol.com, please remember to include your order number (you will be able to find it at checkout or in the purchase confirmation e-mail you received after your purchase).
Each state has different regulations regarding the validity of eyewear prescriptions which we fully comply to.
We are unable to accept out of date prescription and will cancel orders that are sent with an out of date prescription.
Please remember that we will ask you to submit your prescription within 5 days from placing your order. After 5 days, your order will be automatically cancelled.
What is my face shape?
In order to choose what your face shape is, first you will need to identify your facial features.
The 4 main categories of face shapes are:
Glasses and sunglasses for Oval Faces
You’re looking for a frame that will fit a face that is taller rather than wider, not angular around the jaw, and where the cheekbones are the widest part of the face.
Glasses and Sunglasses for Round Faces
You’re looking for a frame to fit a face that is roughly as long as it is wide. The jaw is round and the cheekbones are the widest part of the face.
Glasses and Sunglasses for Square Face
You’re looking for a frame to fit a face that has minimal curves, a chiseled brow and broad jawline that are roughly the same width.
Glasses and Sunglasses for Triangle Faces
You’re looking for a frame to fit a face that has a narrow forehead, widening at the cheek and chin areas. Widest on the bottom, narrowest on top.
What is the company doing in light of COVID-19?
We are determined to maintain the best level of service to our customers. Today, our facilities around the world are up and running, including our warehouses, labs and production plants. In line with government directives, we have however decided to partially reduce our production to implement strong health and safety protocols.
Since Luxottica always maintains good level of inventory, we will have you covered. Our vertically integrated supply chain allows us full visibility of the manufacturing and distribution process, guaranteeing your safety. When our products leave our factory, they do so in the safest, cleanest manner, packed and shipped by a carefully trained staff member after undergoing extensive checks.
Where are your products made?
Our products are made in our owned production plants in Italy or Japan. When our products leave our factory, they are packed and shipped by a carefully trained staff member after undergoing extensive checks.
Are your packages safe to open?
Yes. When our products leave our factory, they are packed and shipped by a carefully trained employee after undergoing extensive checks. Furthermore, according to the World Health Organization, it is safe to open packages from Italy, and other countries where COVID-19 has been reported.
Should I expect delays in deliveries due to the COVID-19 emergency?
Our deliveries are up and running, but the safety of our customers and employees are a priority, for this reason some delays in shipping your order might occur. Our courier service partners are using their logistics network to minimize service impacts so we can continue to deliver the best possible service to our customers.
Are your online deliveries safe?
When you buy online, you avoid any close human contact. All our courier service partners have strict protocols in place to ensure all precautionary measures are followed. Depending on the courier, you may even request contactless delivery — in which couriers drop off the package at your door or at a designated location without any personal interaction.
Will COVID-19 impact my returns?
We have extended our return period to 60 days for all orders placed starting from May 8, 2020, giving you more time to decide if you want to keep or return your purchase. Check our Return & Warranties policy for further information.
If I purchase during black friday/cyber monday, can I still return? How long do I have to do it?
Yes, this year we will extend our return period specifically for the orders purchased during Black Friday and Cyber Monday. You will have 45 days from receipt to return an item for a refund or an identical replacement pair of glasses. Please see the relevant section of the Returns policy for more information. The above information does not apply to engraved products, because these have been customised specifically for you. Customised products may, however, be returned if defects are identified upon receipt. (See the relevant section of the Returns policy for more information).
What are your shipping and return costs?
Shipping and return are completely free of charge;
Can I request a refund if I am not satisfied with my purchase?
Yes, you have 45 days from receipt to return an item for a refund or an identical replacement pair of glasses. Please see the relevant section of the Returns policy for more information. Please consider that the above information does not apply to engraved products, because these have been customised specifically for you. Customised products may, however, be returned if defects are identified upon receipt. (See the relevant section of the Returns policy for more information). Please see the relevant section of the Returns policy for more information.
How long is the warranty on Persol’s glasses?
Luxottica guarantees its sunglasses against damage arising from material and manufacturing defects that come to light over a two-year period from the date of delivery of the goods. You must inform Luxottica of such defects within a reasonable period of time and, in any case, within two months of the date on which they are identified. Scratched lenses fall within normal wear and are not covered by the warranty, unless the item already presents such damage at the time of delivery. For further information on how to request support, check out our page here.
How can I request warranty support or repair for my frame?
To discover all details related to our warranty support and repair service please visit our Return and Warranties page here.
What is your return policy?
If you made your purchase online, you have 45 days from receipt to return an item for a refund or an identical replacement pair of glasses. Please consider that the above information does not apply to engraved products, because these have been customised specifically for you. Customised products may, however, be returned if defects are identified upon receipt. Please see the relevant section of the Returns policy for more information here. If you made your purchase in store, please contact the retailer from where you bought your product. A proof of purchase will be requested as part of the assessment.
How should I ship my return?
Upon receipt of your return authorization number from our Customer Care team, pack and seal your box securely, in the original package if possible. Stick the UPS Return label provided and bring your parcel to an UPS Access Point or contact UPS to arrange a collection. If you decide to use a different courier, we highly recommend you use a traceable and insurable shipping method. Persol cannot be held responsible for lost or damaged packages.
How do I know the right size for my sunglasses?
For the great majority of people, more than 90% of our customers, Standard Size offers the correct fit. For more details on how to find the right size for your sunglasses and eyeglasses, you can check out the official guide here.
I made a mistake in my order, can I change or cancel it?
You can cancel your order for up to one hour from the time of your purchase, by contacting our Customer Care team. To change or cancel an order you recently submitted, please contact our Customer Care team as soon as possible and we will do our best to accommodate your request. However, please be aware that as our system is designed to fulfil orders very quickly, after the first hour we cannot guarantee that it will be possible to cancel or change the order once it has entered the shipping process. If it is too late to cancel, you can still avail of our returns policy.
How do I contact the persol.com customer service team?
It is very easy to contact the Persol Customer Service team. You can fill out the form in the Contact us section of the website or, alternatively, call 08000261505, between Monday and Friday from 10 a.m. to 7 p.m.
If I send my package as a gift, will the recipient receive the invoice?
No, the recipient will only receive a packing list without prices included in the parcel.
Where are the customised sunglasses produced?
All parts are produced and assembled in Italy, based on the specifications of each order.
Where can I find a store near me that sells your products?
Search for a store near you by visiting our STORE LOCATOR PAGE.
Are the products on the website the same as in the stores?
The selection on our website might vary from Persol boutiques/stores or authorized accounts depending on demand. If you are looking for a style not available on the website we recommend you to contact one of our authorised retailers and ask for assistance there. To find a retail store in your area, please visit the STORE LOCATOR PAGE.
Can you tell me when new products or special promotions are announced?
Why should I create an account? What is the address book and how do I use it?
Creating an account offers you faster checkout since you will not have to re-enter your shipping and billing information. When you place an order, that information will be filled in automatically to your default addresses. Additionally, all your previous purchases will be saved and viewable in one place. CLICK HERE to create an account now.
Is my personal and credit card information safe on your website?
Yes, we have taken several steps to ensure all information received from our online visitors is secure from unauthorized access and use. All transactions are completed on a secure server. In secure mode, your computer and our server send data back and forth in an encrypted format.
Why does the item I received look different than it does on the website?
Due to variations of computer monitors, the colours on your computer screen may appear different than the actual product. In addition, some frames are created from layers of custom acetate that results in unique and individual patterns distinctive to each finished product, which may not look identical to the frame pictured online. To learn more about how our frames are made, CLICK HERE.
Can I have a lens prescription filled through the website when I order a frame?
All of our eyewear is crafted specifically to support even the strongest prescriptions. We currently offer this service through the website. To check out all our prescription frames click here.
What are your shipping fees?
Shipping is completely free of charge. Product is generally received 4 days from purchase date. Please note that delivery days are business days and we do not offer Saturday or holiday delivery services.
How do I know that my order has been shipped?
When your order has been shipped, you will receive an e-mail with the UPS tracking number and a link to the UPS website where you will be able to check the location of the parcel.
What is the status of my order? how do I track it?
When your order has been shipped, you will receive an e-mail with the UPS tracking number and a link to the UPS website where you will be able to check the location of the parcel. If you have registered on our website before purchasing, you can also check the status and history of your orders from your account.
What countries do you ship to?
From this website we do not ship abroad; however, we operate in many Countries through local versions of the store (US, Canada, Italy, UK, France, Germany and Spain). To check whether shipment to a foreign Country is available, select the Country of destination from the link provided in all pages of the website.
Do you ship to po boxes or AFO/FPO addresses?
For security reasons, we do not currently ship to P.O. boxes or APO/FPO addresses.
Will my credit card be charged immediately?
No, your credit card will be charged upon shipment of the order, usually 1-2 days after the order creation. However, a pre-authorisation of the payment will be made at the moment of the purchase.
Why did you call or e-mail me to verify my order?
For your own security and protection, if in the normal course of fraud check we find something suspicious regarding your order, we will call or e-mail you to verify your information.
What are my payment options?
We accept Visa, MasterCard, American Express, ApplePay, Affirm and PayPal.
Is ordering over the internet secure?
Yes. Secure Socket Layer (SSL) encryption is used for every transaction in order to ensure that your order is secure. SSL encrypts the transmissions from our ecommerce servers as well as your computer. SSL encryption works by forming a matched pair with the transmission from your computer transmission and our server, so that only data to and from these sources can be valid.