FAQ - Frequently asked questions
General Questions
1. What is Occhiali Vernaleone?
Occhiali Vernaleone is the online store of VisionOttica Vernaleone, with physical stores in Salento (Lecce, Copertino, Porto Cesareo, Galatina and Gallipoli). We only sell original prescription glasses and sunglasses from the major brands, with official warranty. See our physical stores.
2. How can I contact customer service?
You can email us at info@occhialivernaleone.com, fill in the form on the Contact page, use the chat on the website or visit one of our stores.
Orders
3. How do I place an order?
Choose the product, select the options (colour and size) and click "Add to cart" (or "Order now" for made-to-order products). Then proceed to checkout to complete your purchase.
4. Can I change or cancel my order after placing it?
Yes, by contacting customer service within 2 hours of placing the order. After that we cannot guarantee changes or cancellations, but you can always return your purchase free of charge within 30 days of delivery.
5. What does "Orderable" / "Made to order" mean?
The product is not currently in our warehouse and we request it from the brand's official supplier right after your order. Delivery takes about 5-7 working days. This is shown on the product page, in the cart, at checkout and in the confirmation email.
6. Can I order online and pick up in store?
Yes. You can collect your order at the store you prefer: Lecce, Copertino, Porto Cesareo, Galatina or Gallipoli. Write your chosen store in the "Special instructions" field in your cart or email us at info@occhialivernaleone.com: we'll let you know as soon as your order is ready for pickup.
7. Do you offer gift wrapping?
Yes. Every pair is shipped in its original brand case with a certificate of authenticity and, if you wish, we'll gift-wrap it for you. We can also personalise it, for example with a gift card: write your request in the "Special instructions" field in your cart or contact us by email or chat.
Payments
8. Which payment methods do you accept?
Credit and debit cards (Visa, Mastercard, Maestro, American Express), PayPal, Apple Pay, Google Pay and Shop Pay. You can pay in 3 interest-free instalments with Klarna or PayPal, subject to approval. Cash on delivery and bank transfer are not available. The methods available for your order are always shown at checkout.
9. Is it safe to pay on your website?
Yes. Checkout is handled by Shopify over an encrypted (SSL) connection and we never store your card details.
Shipping
10. What are the delivery times?
We always ship by express courier with tracking. In-stock products ship the next working day for orders received by 6 pm (Monday-Friday, excluding holidays). In Italy, delivery usually takes no more than 3 working days; in the rest of the European Union, 5-10 working days. Made-to-order products arrive in about 5-7 working days.
11. Do you offer free shipping?
Yes: Express Shipping is free on all orders from €99 in Italy and the European Union. For smaller orders it costs €7 in Italy and €12 in other EU countries. The exact cost is always shown at checkout before payment.
Returns and Refunds
12. What is your return policy?
You have 30 days from delivery to return your products, and you choose how: bring them back to one of our stores or send them back free of charge by courier (we cover the return shipping costs). Products must be in their original condition, unworn, with intact seals and complete packaging. You can start the return from your account or, if you purchased as a guest, from the "Request a return" section or by emailing info@occhialivernaleone.com.
13. How do I get a refund?
Once we have received and checked your return, we refund the amount to the payment method used for the purchase within 14 days.
Products
14. How do I choose the right frame?
Each product page shows the measurements (lens width, bridge and temple). If in doubt, contact customer service or come and try the models in one of our stores in Salento.
15. Can you fit prescription lenses, including on sunglasses?
Yes, we make prescription lenses for our glasses. To apply the correct lens power we need a valid prescription. Email us at info@occhialivernaleone.com or write in the chat: one of our specialists will contact you to assess the best option for the model you have chosen.
16. Do you sell contact lenses?
Contact lenses are available in our stores. Online we sell prescription glasses and sunglasses.
17. How do I clean and care for my glasses?
Clean your glasses regularly with a microfibre cloth and a lens-specific cleaning solution. Avoid harsh detergents or rough towels that can scratch the lenses or damage the frame.
Warranty
18. What warranty do the products have?
All products are original and covered by the 2-year legal guarantee of conformity under the Italian Consumer Code. The warranty does not cover accidental damage or normal wear and tear.
19. How do I request warranty service?
Contact customer service with a description of the problem and your order number, or bring your glasses to one of our stores: we'll guide you through repair or replacement.
Other
20. How do I subscribe to the newsletter?
Enter your email in the field at the bottom of the website. You'll receive news, promotions and exclusive offers.