Assistance

E-Commerce Assistance

Ottica Foppa guarantees customer assistance through Customer Care, from Monday to Friday from 9.00 to 18.00, through the email service shop@foppa.it.
Inquiries sent over the weekend will be answered within 48 hours.

Shipping

SHIPPING COST

ITALY

Free

EUROPE

25.00 €

REST OF THE WORLD

50.00 €

For products in stock, shipments are usually processed within 24-48 hours after receipt of payment (except for special periods, holidays, etc. which will still be reported when ordering).

We guarantee delivery within 3-4 working days from the order and related payment (unless otherwise indicated appropriately when ordering).

Some products may not be momentarily available at our warehouse: you will be asked in that case to enter a pre-order. Delivery times for a pre-order product are generally between 5-7 working days. Should delivery times be longer, you will be contacted by our staff: in this case you can opt for a refund of the pre-order product or wait for delivery.

To offer you the best service and ensure fast shipping, we have chosen DHL Courier 

Shipping costs vary by shipping type and destination: we guarantee free shipping on all orders with delivery in Italy. For other countries, shipping costs will be automatically calculated at checkout.

Ordered goods are carefully prepared, using appropriate packaging. In case of breakage or tampering of the package, we urge you to not accept delivery and to contact us immediately. It is possible to ship your purchases to an address other than your residence: just report it at the time of order by filling in the appropriate section.

Please note that the DHL courier service, by internal regulation cannot leave packages unattended at the entrance to your home.

For a better service we recommend you to report in the appropriate field any communications for the courier, such as presence on the intercom of names different from the one used for the order, authorization to pick up in case of concierge service, preferential time slots for delivery such as morning / afternoon / lunch times (which, however, cannot be guaranteed) and to provide a telephone number at which the courier can trace you in case of difficulty in delivery.

Shipments can be monitored 24 hours after shipment notification. The Tracking is sent automatically by the DHL server, which will send the customer his shipping code by e-mail every evening after 9.00 pm.

You can know the status of the shipment by entering the tracking number on the official DHL website https://www.dhl.com/it-it/home.html

Right to Withdraw

RETURN POLICY

RIGHT OF WITHDRAWAL D.LGS. N.21 OF 21 FEBRUARY 2014

The customer (consumer), who has purchased products through this shop, has the right to withdraw from the contract, without any penalty and without specifying the reason, within the term of 14 (fourteen) calendar days. The 14 days start from the day of the conclusion of the contract or from the day of delivery of the goods.

This right is reserved exclusively for natural persons (consumers), so it cannot be exercised by legal persons and natural persons acting for purposes related to the professional activity carried out.
In order to exercise the right of withdrawal, the customer must:

  • Return the intact products. The products must not have been damaged or altered or used. The cases, boxes and any attached accessories are to be considered an integral part of the product, as well as all the attached documentation (warranties, etc.)
  • Return the goods, using a carrier of your choice and at your exclusive expense, to the address Ottica Foppa Srl via Roma 18 24050 Grassobbio – Bergamo. Once the withdrawal has been exercised, the customer has the obligation, within 14 days, to return the goods purchasedand no longer wanted.
  • In case of exercise of the right of withdrawal, the seller, having received the goods, checked that the same is intact, complete with all its parts, with the original packaging completely intact and without any damage, will refund to the customer the amount paid, excluding the expenses directed to the return of the goods, in the shortest possible time and, in any case, within thirty days from the date on which the seller became aware of the exercise of the right of withdrawal by the customer. The seller will refund the customer the amount paid in the following ways: bank transfer; PayPal refund; or other method agreed and confirmed with the customer himself. In case of partial withdrawal for the purchase of multiple products, the transport costs will not be refunded. The value date of the refunded amount will be the same as the debit.

All marketed products enjoy the legal guarantee of conformity provided for by articles 128 et seq. of the Consumer Code which covers any lack of conformity of the purchased items, existing at the time of delivery and which occur within 2 years of the delivery itself. Any defects or damage caused by accidental events or by the Customer’s responsibility for use of the products that do not comply with their intended use or the effect of normal wear and tear are excluded from lack of conformity and, therefore, from the legal guarantee.

To benefit from this guarantee, the Customer must report the lack of conformity with a communication addressed to the seller indicating the defects and defects found. The Customer can ask, at his choice, the seller to repair the goods or to replace them, free of charge in both cases, unless the requested remedy is impossible or imposes disproportionate costs on the seller. It should be noted that the Customer has no right to terminate the contract if the lack of conformity is only minor.

RETURN INSTRUCTIONS

The Consumer has the right to withdraw from the contract remotely without any penalty and without communicating the reason within the 14-day period starting from the day of receipt of the goods certified by the coupon signed to the courier

  1. The right of withdrawal is exercised by sending, within the expected period referred to in point 1, a written communication by registered letter A/R to be sent to:
    Ottica Foppa Srl
    Via Roma, 18
    24050 Grassobbio (BG)

The following information must be found in the text of this communication:

    • Customer’s first and last name
    • Address
    • Reference to the transport document number
    • The desire to withdraw from the purchase
    • Description of the returned asset and its amount paid.

This communication can also be sent, within the same deadline, by telegram, fax (035 525003) or email (shop@foppa.it), provided that it is confirmed by registered letter with return receipt within the following 48 hours. Once this communication has been received, Ottica Foppa Srl will provide a NAR number (return authorization number) which the Customer must indicate as the reason for the transport of the goods he intends to return.

  1. The purchased good for which you intend to take advantage of the right of withdrawal must be intact, in perfect condition and returned in the original packaging complete in all its parts. Once the right of withdrawal has been expressed, the customer has the obligation to return the goods purchased and no longer wanted within 14 days.
  2. According to the law, the shipping costs related to the return of the goods are borne by the Customer, under which Ottica Foppa Srl will be fully responsible until the certificate of receipt at its headquarters, which will not be liable in any way for any damage, theft or loss due to uninsured returned shipments. The shipment of the goods to be returned must arrive complete with the return authorization number at the headquarters of Ottica Foppa Srl within 14 days of communication of the return authorization number; otherwise the shipment will be refused.
    Upon arrival, the goods will be examined to assess any damage. If the lack of integrity of the returned goods is recognized, the right of withdrawal is lost and Ottica Foppa Srl will return the purchased goods to the sender, charging the same for the shipping costs incurred for the new shipment.
    If the goods have suffered damage during transport, Ottica Foppa Srl will promptly notify the Customer to allow him to make a timely complaint against the courier he has chosen and obtain a refund of the value of the goods (if insured).
    In this case the product will be made available to the Customer for its return and at the same time the withdrawal request will be cancelled, since our company can no longer dispose of the product.

Among the alternative methods of exercising the withdrawal, pursuant to art. 54 of the Consumer Code, attach a standard letter or online form referred to in Annex I, part B, of the Consumer Code (you can find an example by logging in to the aicel.org website, “practical examples” page).

REFUNDS

If the right of withdrawal is exercised in accordance with the provisions of Legislative Decree n.21 of 21 February 2014 referred to in the previous points, Ottica Foppa Srl will refund the amount paid by the Customer for the returned goods. This refund will take place in the shortest possible time and in any case no later than 30 days from the date of receipt of the returned goods. We inform our kind customers that the refund will be made with the same payment method they used at the time of purchase:
– Credit to the current account in case of payment by bank transfer
– Transfer of the transaction in case of payment by credit card. We therefore invite the kind Customers to indicate the bank details directly on the withdrawal notice at the time of sending the same by registered mail A/R in order to speed up the practice of reimbursement.

Pursuant to art. 56 of the Consumer Code, the deadline for reimbursement by the seller is 14 days from receipt of the notice of withdrawal, the reimbursement could be withheld beyond 14 days only until the consumer proves that he has returned the goods or until these have not been received by the seller; moreover, the cited rule specifies that any original shipping costs must also be reimbursed to the consumer in addition to the price of the goods.

Dear Customers, we remind you that from 1 January 2008, in compliance with the European interbank directives, it is compulsory to use the IBAN code also for national transfers. Therefore it will be necessary to communicate the aforementioned IBAN code to obtain a refund of the sums paid.

Payments

CREDIT CARD

You can make purchases using the following credit or debit cards:

  • Visa
  • Mastercard
  • American Express

PAY PAL

Sending a payment with Paypal is safe and immediate and is carried out on Paypal’s secure servers. Paypal offers an online micropayment system by credit card, acting as an intermediary between the user and the recipient of the payment.

With more than 100 million accounts worldwide, PayPal offers the customer the security that their card data does not come into the possession of the counterparty: their data is entered only once, and from that moment it is enough to access their account to make payments.

With PayPal you can pay for your purchases by associating a Visa, Visa Electron or MasterCard credit card (or rechargeable prepaid) to your account, or by using your balance. Registration is free and fast; only an email address is required, which will also be used to notify each transaction.

From today you can also pay with PayPal even without registering an account. Payments are accepted with credit cards VISA, VISA ELECTRON, MASTERCARD, CARTA AURA. To proceed with the payment by credit card even if you do not have a Paypal account, during the order confirmation select the payment method Credit card with Paypal and then, when you are directed to the payment page on the Paypal site, follow the link “Continues”.

BANK TRANSFER

The time for receiving a payment by bank transfer is from 2 to 5 days.
Please make a bank transfer in the name of:

Ottica Foppa S.R.L.
Banca della Bergamasca Credito Cooperativo S.c.a.r.l.
IBAN:
IT81A0894053120000000153421
Swift/BIC: ICRAITRRQ40

Please indicate the order number in the reason for the transfer.

The goods will be secluded pending the transfer and will be shipped only after the amount has been credited to our bank account. The customer is required to send a copy of the payment by e-mail to shop@foppa.it within 48 hours of receiving the order confirmation.

Ottica Foppa will cancel the order following failure to receive proof of payment. Any bank charges and bank transfers will be charged to the customer.

Authenticity

Ottica Foppa Srl ensures the quality and authenticity of the products sold.

All products are shipped complete with original case.

All glasses are accompanied by the certificate of safety and quality provided for by European legislation (D.L. n°46 of 24/02/1997-D.M. n°180 of 04/05/1998), and where required by the certificate of authenticity and originality of the product issued by the manufacturer.

Ottica Foppa adheres to the ethical code of the Italian Association of Electronic Commerce available at the following link: https://www.aicel.org/codice-etico-dei-merchant-aicel

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