Shipping and returns
What are the shipping and return costs?
Standard shipping and returns are free of charge in European Union countries. If you can’t wait to get your glasses, don’t worry! An expedited shipping option is available but subject to an extra fee.
How to return, exchange or refund a purchase?
Returns are free of charge in countries covered by our free shipping policy on a simple request to our customer service team on firstname.lastname@example.org within 30 days after the reception of your package. We will then send you a return slip within 72 hours and will refund you upon receipt and control of your package.
Which carrier do you use?
Our partners for shipping are Colissimo, Chronopost, DHL, FedEx, Mondial Relay or TNT. Your package is delivered within 24 / 96h with or without signature and with or without tracking number depending on the desired delivery method (standard or express).
Good to know: Upon shipment from our warehouse located in the Lorraine region (France), you will receive your tracking number by email.
What are the shipping times for eyeglasses?
EU countries + UK
Standard shipping: 2 - 7 business days
(2 - 15 business days with prescription)
Expedited shipping: 1 - 4 business days
(2 - 12 business days with prescription)
Expedited shipping: 1 - 7 business days
(2 - 15 business days with prescription)
Standard shipping: 2 - 4 business days
(2 - 12 business days with prescription)
Expedited shipping: 1 - 2 business days
(2 - 10 business days with prescription)
What happens if I am absent during my delivery?
Don't worry! The driver will leave the package in your mailbox or leave a notice for you to pick it up the next day in your post office. Once the package is dropped to the nearest post office, you will have up to 10 days to recover it.
Note: If you are worried about not being present during the delivery of the package we may deliver your package to your workplace. To do this, simply specify your name and the name of your of the company in the shipping address.
Guarantee and satisfaction
I broke my glasses, are they supported?
Unfortunately, we do not cover the breakage or the theft of your glasses but in case of a new order, we promise to do our best to help you with free shipping as soon as possible.
I do not see correctly with my Lavunett pair, what should I do?
Get in touch with our customer service team by stating your problem on email@example.com.
We will replace your glasses and / or your frame as soon as possible with free shipping.
I wish to be reimbursed. What are the conditions and what should I do?
You have up to 30 days to be refunded. No justification required!
Get in touch with our customer service team on firstname.lastname@example.org by specifying your refund request. We will send you a pre-paid postage stamp and you will be refunded upon receipt and quality control of your eyeglasses.
Are the return costs my responsibility?
Return shipping costs are always the responsibility of Lavunett within 30 days of receipt of your package for the countries where shipping is free. Get in touch with our customer service team on email@example.com and we will send you a return slip within 72 hours maximum.
My order has a defect, what should I do?
Get in touch with our customer service team on firstname.lastname@example.org specifying the defect.
We will replace your glasses and / or your frame as soon as possible, shipping costs offered.
Good to know: the photography of the defect will allow us to evaluate the problem more easily and quickly.
What is the Lavunett warranty?
Your eyeglasses are guaranteed 1 year, parts and labor, with the replacement of the model to the identical or equivalent depending on the available stocks.
Good to know: This guarantee does not cover: breakage, theft, deliberate damage, abnormal wear and scratches on lenses.
How do I know if a frame fits me?
A few rules of thumb:
- Your pupils should be near the center of the lens.
- Lenses shouldn’t extend past the side of your face.
- Eyebrows should not be inside the glasses.
- When you smile, your cheeks don’t push the frames up.
- Frames shouldn’t slide down your nose.
- Above all, pick what makes you look and feel good!
If you find a frame you love but it doesn’t fit quite right, we can adjust the below issues:
- If the frames are too tight or loose behind your ears
- The temples are too long or too short
- The temples are too tight or loose at the side of your face
- The frames are crooked or slide down your face
Most optical shops will make minor adjustments for free or a small fee. If you decide to have your frames adjusted be sure to tell the technician to use low heat and light pressure on your glasses. Too much heat may cause bubbles, cloudiness, or even cracks to appear. Nobody wants that!
Where can I find my frame’s measurements?
All of our frames (and most glasses from other brands) have a few numbers printed on the inside of the temple arm. These refer to the lens width, bridge width, and temple arm length of your frames. On each product page, the frame measurements are listed as three numbers under measurements. We recommend comparing the measurements of your current glasses to the frame measurements on our website; this will give you an idea for how a pair will fit you.
What’s a nose bridge? How do I know if I should select frames described as Medium Fit or Narrow Fit?
Nose bridge refers to the slope of the nose in between the eyes. A low nose bridge is where the bridge of your nose sits level with or below the pupils. People with low nose bridges often have wide faces and/or high cheekbones. Narrow Fit frames minimize any pinching and prevent frames from sliding down your nose or resting on your cheeks.
(Medium Fit frames will be a better fit for those who don’t have the above features.)
If you’re having trouble picking a pair or want a second opinion, our CEO (not a joke) or personal stylist are always happy to help. Chat Monday–Friday, 9 a.m.– 9 p.m. ET, or email email@example.com.
I don’t think I have a low nose bridge, but I found a Narrow Fit frame I love. Will that work?
If you find a Narrow Fit frame that is comfortable on you, by all means, go for it! Some customers who don’t have low nose bridges (when the bridge of your nose sits level with or below the pupils), wide faces, and/or high cheekbones have found the Narrow Fit frames uncomfortable after a few hours.
If you experience any irritation later, let us know. We offer a 30-day, hassle-free return or exchange policy—we’re happy to set you up with a full refund or exchange within 30 days of receipt.
How do I get my frames adjusted?
Most optical shops will make adjustments for free or a small fee. Be sure to tell the technician to use low heat and light pressure on your glasses. Too much heat may cause bubbles, cloudiness, or even cracks to appear.
O.K. I still need some help. Could I get some one-on-one assistance?
Absolutely! Our customer experience team are here to help you find a great fit every day, 9 a.m.–9 p.m. ET. Email firstname.lastname@example.org. It’s easy and free.
Find your fit
This is the approximate width of a Standard Size lens.
Stand in front of the mirror
In front of a mirror or a webcam, at the centre of your nose. place one edge of the credit card Where does the other edge end?
A If the edge of the credit card ends at the end of the eye; Medium Size is the correct fit for you
B If it extends well beyond the end of the eye, you need the Narrow Size
C If, instead, the credit card does not reach the end of the eye, you should go for a Wide Size.
What’s the best way to clean my lenses?
You can rinse your lenses with a mild dish soap and lukewarm water, and dry them with a soft cloth. For day-to-day cleaning of light smudges, a few swipes of the lens cloth included in your case should do the trick. Please be careful to avoid using hot water on your lenses, as they can develop bubbles or cracks when exposed to high heat.
Payments and Gift cards
I need a receipt! How could I get one?
A receipt will be attached to your shipping confirmation email and included with your purchase! If you need another copy, you can access one through your account or email us at email@example.com.
How does Apple Pay work?
Apple Pay is an easy way for customers to pay on our mobile app. Please don’t hesitate to get in touch with us if you run into any issues.
Does Lavunett have payment plans available?
Yes! We offer instalment plans through Alma for Euros (only France) and Klarna for british pounds and Euros (from other EU countries) purchases made on our website.
What are Alma and Klarna?
Alma and Klarna are companies we partner with to offer payment plans for purchasing eyeglasses, sunglasses, and accessories on our site. Alma covers French clients while Klarna is for clients located in the United Kingdom, Germany, Austria etc.. This allows customers to split the cost of their order into interest-free monthly payments, which are handled directly through Klarna and Alma. (Loans through Klarna and Alma have a 0% APR and no hidden fees)
Note: Alma charges late fees after 15 days non-payment equal to 8% of the amount. Do not hesitate to contact them directly if you have any issues occurring with the payment.
How can I order using Alma and Klarna?
When placing an order for eyeglasses, sunglasses, or accessories, select Alma or Klarna as your payment method during checkout. You’ll be prompted to create an Alma or Klarna account and enter a few personal details. They’ll notify you within seconds if you’ve been approved for a loan. (Learn more about Alma’s and Klarna’s application process.)
If you’re having trouble checking out with Alma, try clearing your cache, give us a call, or chat with us.
Who do I contact about the status of my payments?
If you place an order using Alma or Klarna, you’ll need to contact them directly about the status of your payments. We recommend emailing them or visiting their website.
Do you offer egift cards?
Our e-gift cards make great presents. Purchase them here.
Note: e-gift cards are non-refundable.
Do you have e-gift receipts available?
Yes we do! If you’d like to request a gift receipt, you can access one directly through your account. You can also feel free to email us at firstname.lastname@example.org.
I want more details about the egift card
Please check here.
Privacy and security
How can I view my previous order information?
If you’ve ordered from us previously or created an online customer account, any applicable order information will be viewable in your online account. An account is created any time you place an order with us and provide your email address online. (If logging in for the first time, you may have to click “Forgot password?” to create your login credentials.)
How can I learn more about Lavunett's collection and use of my personal information?
How do I report a bug or security vulnerability to Lavunett?
We work continuously to make sure our environment is safe, and we take the security of our data seriously. If you’ve discovered a potential bug or security vulnerability associated with a Lavunett system, we want to hear from you. Describe the potential issue in detail with supporting evidence so that our information risk experts can analyze the situation, and email your report to email@example.com.
We do not offer any monetary compensation, only our most sincere appreciation for your responsible disclosure on behalf of our customers, employees, and the greater security community.
Marketing / PR Inquiries
Who should I contact for Marketing and/or PR ?
For marketing inbounds, partnerships, and influencer requests please contact us by email firstname.lastname@example.org.
For media members, any press inquiries please contact us by email: email@example.com
We'd love to help, and look forward to hearing from you.
How does your Home Try-on offer work?
It’s simple. We believe that you should try on the glasses before you purchase them. And we believe that you can do that at home, with our Home Try-On offer. You can order 4 frames 4 free and keep them at home for 4 days.
1. Select 4 of your favorite frames and add them to your try at the home box by clicking the „HOME TRY-ON“ button.
2. You will receive the box within approximately 7 business days. Now you have 4 days to try on your selection and show them to your friends and family and decide which one(s) you like best.
3. You can now order your glasses online on lavunett.com and then just fill out the shipping receipt that came with the box. 4. Put your glasses in the pack and send us back by simply using the prepaid label we included. Paste such a label on the old one.
How long can I keep the glasses?
You can keep the box with your favourite glasses you would like to try for four (4) full days after reception.
I thought the Home Try-On program was free - why do you need my credit card?
The Home Try-On program is free! During the checkout process, you will be asked to provide a valid credit or debit card before completing your order. We require your credit or debit card information for security purposes, but rest assured that the Home Try-On program is a totally free four-day trial. (Prepaid cards cannot be used to place Home Try-On orders.)
The only exception: if you do not return your Home Try-On, or if returned frames are damaged, we will need to charge the card on file the full price for each outstanding or damaged pair, depending on frame material.
In order to avoid this charge, your Home Try-On will need to be postmarked—it’s on its way back to Lavunett—by the fourth full day after delivery. (We’ll send you an email reminder so you don’t forget.) If your Home Try-On period ends on a weekend or holiday, just drop it in the mail on the next available day. If you need an extra day or two, call us and we’ll work something out.
I ordered another Home Try-On. Why is it delayed?
We send Home Try-On orders one at a time. If you are already trying on a few frames with an existing Home Try-On, we’ll ship your new box of frames once we receive your current order.
Are the frames that are shipped in my Home Try-On thoroughly cleaned and safe for me to wear?
Yes! We are in close contact with our supply chain partners to ensure that sanitization best practices are in place—you can rest assured that 100% of our Home Try-On frames are thoroughly cleaned and should not cause any risk of transmission.
Which countries are supported by the Home Try-On?
The Home Try-On is available in France, Germany and the United Kingdom. The return is hassle-free simply use the return prepaid label and send it back to us.
What is the company doing in light of COVID-19?
In line with government directives, our micro-production allows us to easily implement strong health and safety protocols.
Our direct 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 carefully trained craftsmans.
Where are your products made?
Our products are made in our owned production plants in Italy, France, China or Japan. When our products leave our factory, they are packed and shipped by a carefully trained craftsman.
Are your packages safe to open?
Yes. 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.
How should I read my prescription ?
There are different ways to write an order, but the rules are simple and common.
First, we distinguish the two eyes:
OD = Right eye
OG = Left eye
Then we add one to three values per eye: the sphere, the cylinder and the axis.
Sphere = positive or negative number, never in brackets. The mentioned Plan means 0.
Cylinder = positive or negative number, always in brackets.
Axis = number always accompanied by the degree sign "°".
Plane = the value of the sphere is 0.
It is possible that there are only one or two values written per eye, for example: "OD = +1.75"
This means that the other two values are equal to 0.
If you have any doubts, questions, or need more explanations, do not hesitate to email us on firstname.lastname@example.org. We will be happy to help and advise you.
Note: If you have the mention Addition or Add, it means that you need progressive lenses. We do not provide progressive lenses online at the moment.
I don't have a prescription but I know my corrections, can you make me glasses for my eyesight?
Yes, we can make your lenses directly from your corrections. In fact, they will have the same qualities Eyeglasses as lenses made with a prescription.
Can you make me a new prescription?
No, only ophthalmologists and optometrists are authorized to issue a prescription.
What is the pupillary distance?
This is the measurement between the center of your two pupils.
To center your lenses, we measure the half pupil distances that correspond to the distance between the center of your nose and the center of your pupils. This distance is usually between 20 and 40mm.
What is the purpose of measuring pupillary distance?
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.
Opticians always take a measurement from my eyes. What is it about?
This is the pupillary distance and there are different simple methods to obtain it.
Social Security and Insurance (France only)
How can I get reimbursed by Social Security and my health insurance?
Upon receipt of your Lavunett, you will find a care sheet, a standard quote and the invoice corresponding to your purchase in an envelope.
In order to be reimbursed, you must send this completed and signed care sheet, the invoice and a photocopy of your prescription dating less than 3 years ago to your Caisse Primaire d'Assurance Maladie (CPAM) and your mutual insurance company.
The treatment form must be completed with your address, date of birth, social security number and signature.
Good to know: to be reimbursed you must have a prescription less than 3 years old and not have benefited from more than one reimbursement for a pair of glasses during the current calendar year (except in the case of an agreement with your mutual insurance company).
How do I fill in my care sheet?
1 - Check that the date on the care sheet corresponds to the billing date.
2 - In the section "PERSON RECEIVING CARE AND INSURED", fill in the information relating to the insured: surname, first name, date of birth and registration number (Social Security number).
3 - In the "PRESCRIPTER" section, fill in the information about your ophthalmologist: his identification number (9-digit identifier, the first 2 of which correspond to the department where he practices), his name and the date of the prescription.
4 - Sign the care sheet.
How much will I be reimbursed?
We invite you to contact your complementary mutual insurance company directly, only they can inform you about the amount of your reimbursements
Do I have to advance the costs?
Yes, we do not make third party payments, so we have to advance the costs.
I have already used my prescription to get a refund for previous equipment. Can I still be reimbursed by Social Security and my health insurance?
Yes, as long as you have not already been reimbursed for a pair of Eyeglasses in the current calendar year and your prescription is less than 3 years old.
Good to know: some mutuals reimburse more than one piece of equipment Eyeglassesper year or authorise a second reimbursement in the event of breakage.
I don't have a prescription, can I get reimbursed?
No, you must have a prescription less than 3 years old.
I would like tinted glasses, can I still be reimbursed by the Social Security and my mutual insurance company?
Tinted lenses are not reimbursed by Social Security.
Follow the preparation of my order
As soon as your order is confirmed, it takes 3 to 6 days for your glasses to be made and personalised by our glassmaker.