Online Shopping

Are the products original?
Yes. We work with official brands and authorized distributors.

What payment methods do you accept?
We accept the payment methods available in the website's checkout. You will see all options before completing your purchase.

Can I ask for advice before buying?
Yes. If you tell us what you are looking for (style, use, brand preferences, and approximate measurements), we can guide you via WhatsApp or email.

Can I modify or cancel an order once it has been placed?
If the order has not yet been dispatched, we will try to help you modify or cancel it. Please write to us as soon as possible, indicating your order number. If it has already been sent, we will not be able to cancel it, but you may process a return according to our terms.

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Shipping and In-Store Pickup

Which countries do you ship to?
We ship throughout the European Union (EU).

How long will my order take to arrive?

• Preparation: 24 business hours.
• Delivery: 48–72 business hours from dispatch.
  Delivery times are business days and may vary depending on the destination.

How much does shipping cost?
The cost is automatically calculated and shown at checkout before payment.
Free shipping on orders over €200 (provided the system indicates it at checkout).

How do I know where my order is?
When the order is dispatched, you will receive an email with the tracking number (if provided by the carrier).

Do you offer in-store pickup?
Yes. You can select In-store pickup during checkout.
You can pick up your order at any of our stores. Check opening hours and locations here: OPTICAL STORES.

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Returns and Exchanges

Can I return an order?
Yes. You can request a return within the legal period of 14 calendar days from receipt of the order, provided the product is in perfect condition and with its original packaging.

What conditions must the product meet to be returned?
It must be:

• In perfect condition, without signs of improper use.
• With its original packaging, accessories, labels, and documentation (if applicable)
• Properly protected for return shipping

Who pays for the return?

• If the return is due to our error or a defective product: we cover the costs and manage the solution.
• If it is due to withdrawal: the cost of return shipping is borne by the customer, unless we indicate otherwise.

Do you offer exchanges?
Yes. If you want to change the model, size, or color, contact us, and we will advise you on the fastest way to manage it. In many cases, the quickest option is to process a return and place a new order.

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Warranty, Adjustments, and Replacement for Defects

Does my purchase have a warranty?
Yes. The warranty covers manufacturing defects according to current regulations and the manufacturer/distributor's terms.

What is not covered by the warranty?
Impacts, drops, crushing, normal wear and tear from use, improper cleaning, exposure to extreme heat, or handling outside of authorized service.

Do you offer free adjustments?
Yes. At Òptica Ciutadella, we always offer free adjustments, for both in-store and online purchases (temple, bridge, and alignment adjustments to improve comfort).

What happens if the product has a defect?
If you detect a manufacturing defect, we will inspect it and, if applicable, arrange a replacement. Please write to us with your order number and photos of the product.

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Optics and Services

Do you sell prescription glasses online?
No. Prescription glasses require a specific consultation and measurement process, which is why we handle them in-store.

Can I book an eye exam?
Yes. You can book from the "Book an eye exam" section or contact us via WhatsApp.

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Contact

How can I contact you?
You can write to us via WhatsApp, email, or call us. You can also find us on Instagram.

Can't find the answer? Write to us via WhatsApp and we'll help you.