F.A.Q.

     

    Catalogue and product search

     

    HOW CAN I SEARCH FOR A PRODUCT?

    You can search for a product you need inside our catalogue or by writing a keyword in the search box present at the top of every page. The products are subdivided by type (sunglasses and glasses). You can refine your search using the filters present at the top of the product grid.

    You can remove the filter chosen and return to the extended results list at any time.
    The searched for products will be shown with information on their price and characteristics.
    Once you have accessed the product details, you can choose the various colours, if provided, and look at the respective product data sheets.

     

    WHERE CAN I FIND A DETAILED DESCRIPTION OF THE PRODUCT?

    In the data sheet, which you can access by clicking on the individual articles, you can see photos of the chosen products and zoom in to look at them in detail. You can choose if present, the size you are interested in and buy them directly by clicking "Add to Cart".You will find technical and further information on the brand and model selected.

     

    HOW DO I CHOOSE THE RIGHT SIZE FOR MY GLASSES?

    Generally the size is indicated with numbers similar to the following: 50-15-135. The first number indicates the width of the lenses (size) , the second the bridge (distance between the lenses), and the third is the length of the arm piece. Contact us for further information.

     

    Payment

     

    WHICH METHOD OF PAYMENT CAN I USE TO MAKE MY PURCHASE?

    On www.theglasscode.com you can pay with different methods of payment. You can choose the one that's most convenient for you out of:

    • PayPal
    • Credit card (through PayPal)

     

    WHY HAS MY CREDIT CARD BEEN REFUSED?

    In our experience, your card could have been refused for the following reasons:

    • The data requested for the payment doesn't coincide with what's on the card (a simple spelling error in one of the fields could cause the refusal of the operation.)
    • You haven't activated your security code (for some credit cards, you are asked to insert an extra security code issued by your bank to confirm the payment in order to protect you from online fraud)
    • The limit on your card has been exceeded (it's possible that you have gone over your credit limit or the card has expired)
    • Your bank can provide all the necessary information on your card and on the possibilities of payment.

     

    WHEN WILL MY CREDIT CARD BE DEBITED?

    The amount for the order placed will be charged to your credit card only after confirming the purchase through PayPal and only if the payment is successful. Depending on the agreements you have with your card issuer, you may receive a message confirming the payment charged.

     

    WHEN WILL THE PAYMENT BE DEBITED FROM MY ACCOUNT?

    The payment will be taken in the time established by your bank.

     

    DO THE PRICES SHOWN INCLUDE VAT?

    Yes, all the prices shown already include VAT at 22%

     

    CAN I REQUEST AN INVOICE IN THE NAME OF MY COMPANY?

    Yes, just contact Customer Service via the email address customer@theglasscode.com stating your email address, your order number and the invoice date. Within the 15th day of the following month after the delivery date, The Glass Code will issue the invoice that will be sent to you via email.

     

    IS IT POSSIBLE TO CANCEL THE ORDER?

    Yes, it's possible to cancel an order before it has left the warehouse by contacting customer service via the email address customer@theglasscode.com. If the order has already been dispatched, you can activate a return process.

     

    IS BUYING ON WWW.THEGLASSCODE.COM SECURE?

    Certainly! The transactions are 100% secure as the entire purchasing process is encrypted with a 128 bit SSL protocol.

     

    WHERE CAN I CONSULT MY INVOICE?

    If you have requested an invoice, The Glass Code will issue an invoice that will be sent to you via email within the 15th day of the month following the date of delivery.

     

    WHAT ARE THE SALES CONDITIONS?

    You can consult the sales conditions of every purchase before confirming the order.
    You can also find the conditions by clicking on this link.

     

    Delivery

     

    WHICH COUNTRIES ARE THE DELIVERIES SENT TO?

    At the moment the deliveries are sent everywhere in the EU and US through DHL courier service.

     

    CAN I CHECK THE STATUS OF THE ORDER?

    Yes. Access your account and click on "my orders". You will see your order list.

     

    HOW MUCH ARE THE DELIVERY COSTS AND WHAT ARE THE DELIVERY TIMES?

    We pay the delivery costs for you!
    Delivery is scheduled within 3-4 working days if the product is available in the warehouse and up to 10 days if it's being restocked.

     

    WHAT HAPPENS IF I'M NOT AT HOME WHEN THE COURIER ARRIVES?

    If you are not present for the delivery, you will receive an email or sms with the courier's number to arrange a new appointment.

     

    Returns

     

    IS IT POSSIBLE TO RETURN OR CHANGE A PRODUCT IF YOU ARE NO LONGER HAPPY WITH IT?

    Certainly. Both are requests of return.

    It's possible to carry out a product return online following the procedure described in the following points or in the Delivery and Returns section on every product data sheet.

     

    WHAT ARE THE PROCEDURES FOR CARRYING OUT A PRODUCT RETURN?

    You can make a request just by contacting Customer Service via the email address customer@theglasscode.com stating your address, your order number, the code(s) of the article(s) your intend to give back and the desired compensation: Store Credit or refund.

    Once the request of return has been received, the client will be sent a written confirmation containing the authorisation of return number (R.A.N)

    The return must be carried out using the courier stated on the mail sent by The Glass Code.

    The authorisation of return number must be written on the waybill that must be completed as indicated in the authorisation email received from The Glass Code Returns department.( The courier will bring a waybill when the package is being collected)

     

    HOW ARE RETURNS REFUNDED?

    We will refund the amount:

    • On your credit card (if you paid with a credit card)
    • On your PayPal account (if you paid with PayPal)

    Refunds will be given at the same value of the original purchase. Any differences in amounts caused by fluctuating exchange rates can not be refunded.

    The refund includes the product purchase price, with the exception of the delivery cost for the return of the product, which is the client's responsibility.

     

    CAN I CHANGE THE PRODUCT INSTEAD OF RECEIVING A REFUND?

    Certainly, you only need to ask when you contact Customer Service before returning the goods.

    The Glass Code will then supply a promo code that will allow the purchase of another product with the same or higher price. Eventual differences in price will be charged to the consumer.
    The promo code can be used for a single solution within 3 months of the issue date.

     

    Guarantees

     

    ARE THE PRODUCTS SOLD BY THE GLASS CODE COVERED BY GUARANTEE?

    The products sold by The Glass Code are guaranteed by a period fixed by the supplier.
    Any manufacturing defects found must be reported. The guarantee is only valid if it is accompanied by a receipt sent by email that documents the purchase from our website.
    The guarantee covers the substitution or free repair of parts that were originally defective due to manufacturing faults. The guarantee does not cover all the parts that became defective due to negligence, careless use, wear and tear, failure to follow instructions of use, incorrect cleaning, and all other circumstances not recognisable as a manufacturing fault. The product will be substituted with an identical one, or if unavailable, the client can decide to substitute it with an equivalent or request a refund.

     

    Contacts

     

    HOW CAN I CONTACT CUSTOMER SERVICE?

    For technical, administrative or sales related problems such as:

    • Order status.
    • General information on the purchasing process
    • In-depth product description.
    • Payment problems.
    • Information about delivery

    Send an email to customer@theglasscode.com stating the object of the request (eg technical problem), with the email address used for registration, and a full explanation of the problem.
    Within 24 working hours of your request, the TheGlassCode.com Customer Service will respond and take care of your problem.

    Please note: It is not possible to order products through this means.