FREQUENTLY ASKED QUESTIONS

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Can I get polarized lenses in my non-polar glasses?

Oakley Polarized lenses are designed to be able to fit in frames that originally came with non-polarized lenses.

Can I purchase additional lenses for my eyewear?

Yes, Oakley.com sells a variety of Accessory Lens Kits and Replacement Lens Kits.

Can I purchase a single replacement lens?

Lens replacements are always sold in pairs, a left lens and a right lens, this is done to maintain the superior optics of Oakley lenses.

Can I purchase a frame separately from my lenses?

The frame only is not available for purchase. The lenses are made to be interchangeable with the original frame. If the frame has cracked or is broken due to what seems to be a defect, you can send it in, and once evaluated as a defect, we’ll replace the frame at no charge if covered under warranty, or for a nominal charge if outside the warranty coverage.

What are my options if my frame breaks?

If your frame is still within its Two-Year warranty period, you have a valid itemised receipt (or you have already registered your purchase directly with us) and the product is deemed defective by a Customer Care Agent, we can offer to replace your frame. Outside of warranty we reserve the right to charge a fee for this service. Please follow the guide shown here.

How should I clean my Oakley lenses?

It is only recommended to use an Oakley Micro Bag or Oakley Lens Cleaning Kit to clean Oakley lens, do not use any other solvents, chemicals or third party cleaning kits because they have not been tested on our lenses and can possibly damage them.

How can I tell if my Oakley's are real or not?

Determining if they are real or counterfeit can be difficult, so simply email Customer Care with a few decent images of your product along with the details of where it was purchased and they’ll tell you right away if your Oakley’s are the real thing, or visit one of our stores or your local Authorized Oakley Dealer for more information.

How can I place a prescription order with Oakley or file a warranty claim for my prescription Oakleys?

All prescription orders and prescription warranty claims need to be placed with an authorized Oakley Prescription Dealer. You can locate an Authorized Oakley prescription dealer in your area by using the store locater provided to you on Oakley.com.

How does Oakley test for Optical and Impact performance?

Oakley is committed to delivering the highest level of performance in every model consistent with that model's intended use. Oakley adapted testing for optical and impact properties from standard methods found in industrial standards like ANSI Z87.1, EN 166, and AS/NZS 1337. For more information on Oakley impact performance and optical performance testing: https://www.oakley.com/en-ch/technology.

Are my Oakley glasses ANSI Z87.1 conforming and OSHA approved?

Eyewear that fully conforms to the American National Standards Institute (ANSI) Z87.1 requirement where both the lens and frame are marked with “Z87” is approved by the Occupational Safety and Health Administration (OSHA) for use in environments where eye protection is required. Only Oakley eyewear identified as an industrial model and marked with “Z87” is intended for use in industrial applications.

What Oakley models meet the entire ANSI Z87.1 standard and are approved for use in industrial applications?

Oakley offers a limited number of models that conform to the entire ANSI Z87.1 standard. These models display the “Z87” mark and are suitable for use in industrial applications where impact protection is required.

How can I receive a catalog?

Located at the bottom right corner of every page on the Oakley.com website there is a link for our mailing list that you can sign up to begin receiving our catalogues.

 

OAKLEY CUSTOM FREQUENTLY ASKED QUESTIONS

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How long will it take for my Oakley Custom product to arrive?

It varies depending upon the product ordered and the time of year but it takes approximately 7 business days to assemble your custom order to your chosen specification and then it is passed to our international shipping team to get it on route to you.

Can I expedite the arrival of my custom product?

 

We are sorry but our custom program only offers the standard shipping option which is 5 business days after completion of the assembly process.

If I order an Oakley Custom and non-custom product at the same time, will you wait to ship my non-custom item together with my custom item?

No, we will ship your non-custom item as soon as it is available.

Can I change or cancel my Oakley Custom order once it has been placed?

No. Our build process begins almost immediately after your order has been placed so it is not possible to change or cancel your order.

Can I return my Oakley Custom product if I do not like how it looks once it arrives?

No. Because all Oakley Custom products are assembled to your exact specifications, we are unable to accept returns or exchanges.

Will my Oakley Custom sunglasses look exactly as they did on my computer screen?

We attempt to represent colors as accurately as possible, but due to different lighting conditions and computer screen settings some variations may occur.

Why can’t I etch anything I want on my lenses?

There are two reasons why your desired etching can be rejected: • Violation of copyrights • Violations of standard decency boundaries If you feel that your etching selection is being filtered improperly or by mistake, please contact our Customer Care team via supporteu@oakley.com.

Can I submit my own logo for lens etching?

We are able to etch team or business logos onto our lenses. There may be set-up fees associated as well as minimum order quantities. In the first instance please email your logo along with the Custom product you are interested in to supporteu@oakley.com and we’ll come back to you.

Will you be adding new styles to the Oakley Custom program in the future?

Yes. We always evaluate new releases to see if they will make good additions to the Oakley Custom lineup. Please check back regularly to view our latest additions.

Will you be adding new options to existing styles within the Oakley Custom program?

Yes. We are always looking to enhance our product offering with additional color options. Please check back regularly to view our latest offering.

 

IMPORTANT UPDATE AROUND COVID-19

Some of our retail stores are temporarily closed until further notice, please check our Store Locator. We remain open on Oakley.com 24/7.

We are determined to maintain the same level of confidence among our customers. Today, our facilities around the world are up and running, including our warehouses, labs and production plants in U.S., Italy and China. We have 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. In terms of safety, our vertically integrated supply chain allows us full visibility of the manufacturing and distribution process. 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.

Anti-bacterial wipes are used to clean each pair of sunglasses a customer tries on before returning them to the shelf. It’s also worth noting that when a customer purchases a pair of frames, they are getting a completely new pair from our stock that has not been tried on by other customers.

Our products are made in one of our Luxottica-owned plants in either the U.S., Italy or China depending on the product. When our products leave our factory, they are packed and shipped by a carefully trained staff member after undergoing extensive checks.

Yes. When our products leave our factory, they are packed and shipped by a carefully trained staff member after undergoing extensive checks. Furthermore, according the World Health Organization, it is safe to open packages from China, Italy and other countries where COVID-19 has been reported.

Coronaviruses have poor resistance in the environment, so the possibility that the virus is transmitted by goods that travel for days or weeks at room temperatures is low. Current scientific knowledge suggests that coronaviruses propagate only through droplets of biological fluids.

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

When you buy online you avoid close contact with people who might be sick. All our courier service partners have strict protocols in place to ensure all precautionary measures are followed.

It's very easy to find out if a product is in stock. Just select the category you're interested in from the menu at the top of the website and browse the available products. Alternatively, you can search for a specific item by entering the name or code of the product you are looking for in the “search” box.

We know how frustrating it can be when the item you want is out of stock. Unfortunately, due to the high volume of orders we receive during Cyber Week, it is possible that your item may become unavailable. For this reason, we reserve the right to cancel your order if we are unable to fulfil it. Rest assured that, if this happens, you will receive an automatic email informing you of the cancellation. We apologise in advance for any inconvenience that this may cause you. Sadly, we cannot provide an estimated date for when an item will be back in stock. We recommend keeping a close eye on our website for updates and/or subscribing to our newsletter.

Please note that you are trying to place an order at one of the busiest times of the year. As such, our system might be slower than usual and technical issues may occur. If you encounter any issues during checkout, we recommend that you: try again later, clear the cache and cookies and use a different browser or payment method. If the above steps do not work, contact us immediately and we will be happy to help you complete your order.

Some promo codes may not work in combination with other promotions or discounts available on our website.

While we try to ensure that all prices on the site are accurate, errors may occur. If, before shipping, we discover an error in the price of the goods you have ordered, we will cancel your order and inform you as soon as possible.

We recommend that you check our Shipping Policy: https://www.oakley.com/support/shipping-returns.

If you are not fully satisfied with your order, you can avail of the same return policy during Cyber Week as on any other day of the year. We will be happy to offer you a refund of the value paid for any standard item that is returned to us in a resalable condition. Please remember that customised items cannot be returned due to change of mind. For further details, see our Return Policy: https://www.oakley.com/support/shipping-returns *Please note that, as we do not offer exchanges, if you would like to return an item that you purchased at a discount, the same discount might not apply to new purchases (different sizes, colours, etc.).

You can log in to your Oakley.com account to check the status of your order. Alternatively, simply enter your order number and e-mail address at the following link: https://www.oakley.com/support/order-status. Once the parcel leaves the warehouse, you should receive an email with the courier tracking details. We recommend tracking the parcel on the courier website and contacting them directly if you notice they are experiencing issues with the delivery.

You can find our contact details at the following link: https://www.oakley.com/contact

You can now easily schedule an in-store appointment for a personal consultation on any of our standard, Custom or prescription products. This is one of the safest and most convenient ways to visit our official stores. You can do this by clicking the following link: https://www.oakley.com/store-finder

 

OAKLEY COVID-19 STATEMENT

Dear Customer

Oakley has always been dedicated to the pursuit of your personal progression, in sport and life, so we always put you at the center of our entire experience. Over the past few weeks, we carefully balanced our commitment to the Oakley community with our desire to be part of the world’s efforts to “flatten the curve” of COVID-19 and could make the decision to temporarily close our retail locations according to Government guidelines. As we all navigate the situation in the weeks ahead, know that we are right here with you. If you need to reach us at any time, our customer service team is available Monday to Friday: from 10 AM to 7 PM. Thank you for being a valuable member of our Oakley community. We look forward to seeing you soon. In the meantime, take care and stay fit.

Team Oakley