SHIPPING INFORMATION
PRICES & TERMS
Oakley.com offers free shipping on all orders over €50 within your country. Orders are generally delivered within 3 working days. Please note, however, that personalised items are delivered within 7 working days.
All shipments are fully insured against loss, theft, or damage.
We do not ship orders placed on this website to addresses outside your home country, although we operate in many countries with local versions of the online shop. Should you need to change the destination country, you can change the country directly on our website. You will find this option on the home page when you scroll down to the bottom of the website.
Via Oakley.com we do not ship to the territories of Andorra, Aruba, the Faroe Islands, Gibraltar and Liechtenstein, even though these belong to the European customs and administrative territories. Shipments to the Principality of Monaco are offered via the French website.
Shipping to parcel lockers is not possible. Orders to these addresses are automatically cancelled.
SHIPPING TERMS
Responsible shipping is fulfilled by logistics service providers that use emission-reduction solutions. Delivery can take up to 7 working days.
This shipping method comprises one of the following options:
1. Full ground service: Shipments are delivered by lorry. The transport emissions are reduced by using exclusively ground transport instead of other available shipping methods with higher emissions. Does not apply to destinations for which none of these other shipping methods is available; further exceptions may apply.
2. Emission compensation programme (where offered by selected carriers): The providers calculate the carbon emissions from collection through to delivery; the emissions are then offset through the climate protection projects supported by the logistics companies, such as reforestation, renewable energy, waste disposal or wind power. The climate-neutral service is verified by a certified auditing firm (e.g. B. Société Générale de Surveillance).
The following list shows the logistics providers that can offer emission offsetting:
*Exceptions may apply.
ORDERS for customised items
Oakley.com offers free shipping for orders containing customised items.
Custom models are made to order in Italy according to your specifications and are therefore associated with a longer delivery time.
As a rule, personalised orders are shipped within 7 working days from the day of the order.
SHIPMENT TRACKING
Once your order has been shipped, you will receive an email with the tracking number and the delivery information.
You can track the delivery status of your order at any time via the “My Account” page on Oakley.com.
DELIVERY
Remember to check the condition of your ordered goods upon delivery. You can refuse the delivery if you have any concerns.
MOUNTAINOUS OR REMOTE REGIONS
Please note that our delivery schedules are based on the databases of our shipping partners; if you live in a mountainous or remote area where deliveries from other shipping companies/providers usually arrive later, this will also apply to our shipping partners. Oakley is not liable for delayed deliveries to such destinations.
DELIVERIES TO MILITARY PERSONNEL
Shipping to military addresses (APO/FPO/BFPO etc.) is unfortunately not possible.
RETURNS POLICY, RIGHT OF WITHDRAWAL and FAULTY GOODS
Your satisfaction is guaranteed
The following does not affect your statutory rights as a consumer.
RIGHT OF WITHDRAWAL
When you shop at Oakley.com, you can change your mind at any time.
If for any reason you are not satisfied with an Oakley product that you purchased at Oakley.com within the last 14 days, please follow the steps set out under RETURNS PROCESS FOR ONLINE ORDERS.
After an inspection of the product for damage and completeness, Luxottica will refund you the full order amount and provide you with a full credit within 14 days of receiving the product.
You will receive an email confirmation as soon as your refund has been processed.
Products should be returned with the original, unlabelled packaging, including the accessories, the manuals, the documents and the registration that were supplied with the product.
Every custom order is handcrafted individually according to your specifications. Personalised sunglasses, goggles and accessories are excluded from return or exchange.
Any direct costs incurred by us in connection with the return and repair of the goods for which you have exercised your right of withdrawal (if applicable) shall be borne by you. Should this be the case, we will inform you of this as quickly as possible.
FAULTY ITEMS AND EXCHANGE
If you have decided to exchange a faulty product in accordance with our terms of sale, a new product will be sent to you as soon as the faulty product has been received and processed at our warehouse. This also applies to customised items.
RESTRICTIONS
We only accept returns for items purchased at oakley.com. Items purchased from an authorised Oakley dealer must be returned to the original dealer.
All refunds are made to the original payment method.
RETURNS PROCESS FOR ONLINE ORDERS:
FOLLOW THESE SIMPLE STEPS
Create your return request via our website, following a few simple steps:
- On the [Returns & Exchange] page, enter your order number and the email address used when placing the order.
- Follow the instructions and choose your return method:
a. Return at a UPS Store (with or without a printed label)
b. UPS collection, for which you need to print the provided label
***If you do not receive your label, please check your SPAM or promotions folder. You can also access “RETURNS & EXCHANGE” and then find this when you click on “View summary” *** - Pack the item(s) in the original packaging, including all the documents, accessories and manuals supplied with the product. Make sure that everything is securely packed and that the contents cannot be damaged during transport.
- Attach the prepaid return label to the outside of the parcel and cover any previous address labels.
- Hand the parcel over to UPS.
We are not responsible for returns made with return labels or courier services other than those provided by us. Therefore, for these returns we cannot guarantee a refund, a replacement or an exchange.
Policy for multiple return requests
Customers who submit multiple return requests may receive a separate return label for each product to be returned.
In this case, each product must be returned exclusively with the return label that is assigned to it and corresponds to the respective request.
Important:
If one or more products are returned with a label that does not correspond to the respective product, we can guarantee neither a refund nor a replacement. In such cases the company accepts no responsibility for processing or recovering incorrectly returned items.
If the customer returns goods that do not correspond to the purchased items, we decline all responsibility for these goods. We are not liable for damage, loss or other problems in connection with returned products that do not match the original order.
EXCHANGE AN ITEM
If you do not wish to return an item, you can simply exchange it. Have your order number and the product code ready and call us on 08002794157 from Monday to Friday from 10:00 to 19:00. Our staff will gladly help you complete your exchange step by step.
Please note that products purchased at a discount cannot be exchanged. Products with the same merchandise value can be exchanged.
DISCLAIMER:
- Customised products
- Customised product made-to-order items are excluded from exchange and refund. Your statutory legal claims remain unaffected by this.
- Return Authorization (RA) number required
- All items in the return must have an RA number so that the refund can be processed. Goods returned without an RA number may be processed with a delay or returned to the sender. The product must be returned within 60 days of issuance of the RA number. The shipping costs for the original delivery unfortunately cannot be refunded.
- Processing fee
- Fee for missing items or damaged products
- For products that are returned without the original packaging, packaging material, contents, accessories or manuals (i.e. the product is not in a “saleable” condition), additional fees are charged.
- Note:
- Items purchased from an authorised Oakley dealer must be returned to the original dealer.
OAKLEY GIFT CARDS
Oakley gift cards can only be redeemed at Oakley.com and not in Oakley stores or at authorised specialist retailers. Only redeemable for purchases on Oakley.com (Germany). The available amount can be checked on the website. Please note that gift vouchers cannot be taken back. The amounts can neither be paid out in cash nor refunded. If the purchase amount exceeds the available card balance, the difference must be settled with another payment method. A return of the purchased item against a refund of the purchase price is only possible upon presentation of the gift card.