Frequently Asked Questions (FAQ)
Everything you need to know about your purchases.
Find answers to the most frequently asked questions about orders, payments, shipping, returns, and refunds.
Orders and Payments
Everything you need to know to place an order, choose a payment method, and manage your requests.
What payment methods do you accept?
We use secure, internationally recognized payment methods to ensure a protected and transparent shopping experience.
For more details, please visit our Payment Methods page.
Shipping
Discover the delivery times, costs, and methods for your order, both in Italy and abroad.
What are the shipping costs?
Shipping costs vary depending on the destination country and are clearly displayed at checkout. Additionally, we offer free shipping on orders over a qualifying amount, or free in-store pickup at any of our OOF and FOPPA locations.
To view all rates and free shipping terms, visit our Shipping Policy page.
How many days will it take to receive my order?
Estimated delivery times are listed directly on each product page and depend on item availability and DHL transit times. The same estimate applies to free in-store pickups.
To learn more about how we estimate delivery times, check our Shipping Policy page.
Can I receive my order for free in-store?
Yes. Free delivery is available at FOPPA retail locations.
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How can I track my order?
As soon as your shipment is handed over to DHL, you will receive an email with a tracking number to follow your package in real time.
For more details on shipping and tracking methods, visit our Shipping Policy page.
Will I have to pay customs duties or import taxes?
For shipments outside the EU, any applicable customs duties or import taxes are determined by local laws and are the responsibility of the recipient.
To learn more about international shipping, visit our Shipping Policy page.
Returns and Refunds
Everything you need to know about the right of withdrawal, return procedures, and refunds.
How long do I have to return an order?
You have 14 calendar days from the delivery of your order to notify us of your intent to return it. Once your request is submitted, you will have an additional 14 days to ship the items back or return them in person.
To find out how to submit a return request and explore all return options (by courier or in-store), visit our Returns & Warranty page.
Discount codes
Learn how to use your discount codes, which products they are valid for, and what conditions apply to the promotions.
Are any brands excluded from discount codes?
Some brands and products are excluded from promotions and discount codes. Exclusions may vary depending on the specific promotion.
Always check the promotion conditions to know which products your discount code can be applied to.
How do I apply a discount code?
Enter your code at checkout before completing your payment. The discount applies to eligible items only and cannot be combined with other promo codes.
For full details on how promo codes work, visit our Discount Codes page.
In-Store Services
From vision screenings to personalized care: discover how our in-store experts can guide you in taking care of your eyes and choosing your ideal eyewear.
What is the difference between your vision test and an eye exam?
The main difference lies in the scope of the examination:
- Vision Test: A quick, non-invasive screening performed by our opticians to measure your near and distance vision. It determines whether you need glasses or require an updated prescription for your lenses.
- Comprehensive Eye Exam: A clinical examination performed by an ophthalmologist or optometrist to evaluate overall eye health and diagnose medical conditions.Both tests are different yet complementary. If our opticians identify any issues requiring medical attention, we will refer you to an eye doctor, always prioritizing your visual wellness.
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