Answers to frequently asked questions
Order confirmation and follow-up
You will receive a confirmation by email within 5 minutes of your online purchase. It will summarize your cart and the items you have chosen. You will also find the total amount of your order. You have the possibility to contact the customer service for any modification of your basket within 5 hours following your order.
You can track your order by entering your order tracking number on the colissimo.com website. You will find your tracking number in the confirmation email we will send you after your purchase.
To know the status of your order, open the chat at the bottom right of the screen and send your order number in the discussion thread.
Tracking is provided until delivery for 45 destinations: Germany, Saudi Arabia, Australia, Austria, Belgium, Brazil, Canada, Korea, Cyprus, Croatia, Denmark, Spain, Estonia, USA, Finland, Gibraltar, Great Britain, Greece, Hong Kong, Hungary, Indonesia, Ireland, Iceland, Israel, Italy, Japan, Latvia, Lebanon, Lithuania, Luxembourg, Malaysia, Malta, Norway, New Zealand, Netherlands, Poland, Portugal, Russia, Serbia, Singapore, Slovakia, Slovenia, Sweden, Switzerland, Thailand.
Shipping times and costs
Delivery times - France
2 to 5 working days for frames with uncorrected lenses.
5 to 8 working days for frames with corrective lenses.
Delivery times - International
4 to 7 working days for frames with uncorrected lenses.
7 to 10 working days for frames with corrected lenses.
Rest of the world
7 to 12 working days for frames with uncorrected lenses.
10 to 15 working days for frames with corrected lenses.
Shipping costs - France
The shipping costs on our website are FREE, regardless of the amount of the order.
Shipping costs - International
The shipping costs on our website are also FREE for member countries of the European Union, regardless of the amount of the order.
Rest of the world
Given the ecological impact of air transport to foreign destinations as well as the additional cost for our company, delivery costs outside the European Union amount to 10€.
All orders are prepared internally and shipped from our Parisian warehouse. Only orders destined for Japan are shipped from our workshop in Ofuna (Kamakura).
In France and abroad, we work exclusively with La Poste. Your orders are delivered within 48 hours in metropolitan France with the service provider Colissimo.
Regarding deliveries abroad, the Delivengo solution (a subsidiary of the La Poste group) ensures shipment with tracking within the time limits indicated above.
Relay point delivery: You will be regularly informed by email of the dispatch of your order by our carrier and will be informed when the order arrives at the relay point chosen beforehand.
Home delivery: You will be regularly informed by email of the dispatch of your order by our carrier.
If your mailbox allows it, the postman will leave the package in your mailbox. Otherwise, he will leave a delivery notice and you can pick up your order at the nearest pick-up point or post office.
Tip: You also have the option of having your order delivered to your workplace. To do this, fill in your name as well as the name and postal address of your company when ordering online.
Tip: Check that your name is on your mailbox, otherwise the delivery person will not be able to leave a delivery notice.
Returns, Exchanges and Refunds
Reshipping costs are the responsibility of the customer for returns and FREE in the case of an exchange. Items must be shipped to the following company's head office address: 14 rue de l'Ancienne Comédie, 75006, PARIS.
Upon receipt, we will contact you by e-mail to process your request.
We will refund 100% of the purchase price only if the items are returned in their original condition, excluding worn and/or personalized and/or visible products .
For all refund requests, please contact Philippine and her team who will support you in your process (see contact link at the bottom of the page).
Items can be returned up to one month after the date of purchase on our website.
Guarantee and satisfaction
Lenses and frames are insured for a period of 1 year.
However, returns under the following conditions cannot be accepted: breakage, theft, voluntary damage, normal wear and scratches on glass.
You can contact our customer service by email at the following address: firstname.lastname@example.org , our team will answer you and take care of you as soon as possible.
All our frames designed in Japan comply with the requirements of the Japanese and European market and display the "CE" inscription.
We guarantee the conformity of the products with all the requirements applicable at the European Union level (CE standard).
Corrective and prescription lenses
You can contact our customer service by email at the following address: email@example.com , our team will answer you and take care of your request as soon as possible.
You will be able to download your prescription or enter your correction manually when placing your order directly on the website.
You can skip this step by selecting the "Send my correction later" option and complete your order. All you have to do is send us your prescription by e-mail to firstname.lastname@example.org.
You can enter your correction information manually directly on the site when placing your order or send it to us later by e-mail.
The information needed to manufacture your lenses is:
- Correction of your right eye
- The correction of your left eye
- Your pupillary distance
If you wish to have your purchase refunded, we will provide you with your invoice necessary to obtain your refund. Please contact your mutual insurance company to ensure that an internet purchase is covered upon presentation of the purchase invoice.
Measure my pupillary distance
We measure the half pupillary distances which correspond to the distance between the center of your nose and the center of your pupils. This distance is usually between 20 and 40mm. The pupillary distance allows you to center your corrective lenses in relation to the center of your pupils. This measure is important because it guarantees optimal viewing comfort.
Here are the simple methods to find your pupillary distance:
Method 1 Take your last bill for eyeglasses from an optician.
You will find the mentions “Ec” or “EP” for each eye followed by a number between 20mm and 40 mm. This is your pupillary distance.
Method 2 Free download and app Eye Measure on your smartphone which will allow you in a few seconds to measure your pupillary distance thanks to the scan of your face. In the results table, send us the Far PD and Near PD measurements.
Method 3 You can go to your nearest optician and they will take your measurements for free.
If you have a question, a doubt or need more explanation, do not hesitate to send us an email at email@example.com .