Terms & Conditions
Users who use the Services offered by REFRAME declare that they know and accept these general terms and conditions.
Reframeeyewear.com is the official website of Futureyes (VAT number 13449620965) ("REFRAME"), a sole proprietorship that distributes used, refurbished, or unused eyewear that the User can purchase.
To purchase on Reframeeyewear.com, the User must meet the following requirements:
- be at least 18 years old,
- use our Services only for personal purposes and not for professional purposes,
- have the capacity and rights to carry out transactions on the site,
- accept these Terms & Conditions.
Orders
Each order submitted constitutes an offer to purchase the products. Orders are subject to availability.
Order procedure
The User must select the products and check out after carefully reviewing and modifying the information in the order summary, if necessary. The order is placed upon confirmation and is subject to payment of the price and shipping costs indicated in the order summary form.
Prices
Reframe reserves the right to change prices, descriptions, or availability of products displayed without notice. Price changes do not apply to confirmed orders.
Shipping costs are applied at checkout and vary based on destination. For details, see the "Shipping" section of this document.
Order Information
After purchasing on reframeeyewear.com, the User will receive an email with a summary of the order ("Order Processing Receipt") and subsequently one confirming the order ("Order Confirmation").
The contract is concluded only when the Owner sends the Order Confirmation to the email address provided by the User.
Payment of the price
Payment by the User to REFRAME occurs at checkout using the following payment methods: credit cards (Visa, MasterCard, American Express), PayPal, Apple Pay, and Google Pay. All transactions are protected by SSL encryption for maximum security. Charges are made only upon Order Confirmation. All prices include VAT.
Payment options may vary depending on the country in which the User is making the purchase.
In case of delays or problems, REFRAME will contact the User at the email address provided during checkout.
Order cancellation by REFRAME
REFRAME reserves the right to cancel an order by notifying the User within 5 days of purchase, using the email address associated with the purchase, of the unavailability of one or more of the purchased products. In this case, REFRAME will refund the price and shipping costs incurred by the User.
Cancellation of the order by the User
Canceling your order is free, but only if it hasn't shipped yet. Once your order has shipped, you can't cancel it. However, you can return the item following our return and refund policy.
To request cancellation of an order, please promptly email hello@reframeeyewear.com , specifying your order number. Once we receive your request, we will send you a cancellation confirmation email. If the order has already been shipped, the return procedure described in the "Cancellation and Returns" section of this document applies.
Delivery
Delivery methods
REFRAME entrusts deliveries to the shipping company DHL, which are therefore carried out according to the conditions defined by the same company (the "Carrier") and to the address indicated by the User.
Upon shipment, the User will receive an email notification from the Carrier, indicating the delivery date, the link and the tracking number to check the status of the shipment.
The User is advised to check the condition of the packaging and the product upon receipt and to report any anomalies within 72 hours to the email address hello@reframeeyewear.com .
If the User fails to collect the products within the deadline established by the Carrier, the products will be returned to REFRAME, which will refund the price of the products less the costs incurred by the User for shipping and subsequent return. REFRAME cannot be held responsible for delivery errors due to inaccuracies or incompleteness in completing the purchase order by the User, for any damage to the Products that may occur after delivery to the Carrier, or for delays in delivery attributable to the Carrier.
Delivery times
Products are usually delivered within 1-2 business days in Italy and Europe, and within 3-4 business days in the UK and USA. Delivery times are always shown at checkout and in the order summary email.
Upon collection of the package by the Carrier, the User will receive an email notification indicating the delivery date, a link, and a tracking number to check the status of the shipment.
Orders placed after midday (12:00 PM CET), on Saturdays, Sundays, or public holidays will be processed on the next business day.
In case of delays or unforeseen events, the User will be contacted promptly by the Carrier's Customer Service.
Delivery costs
Delivery costs vary depending on the destination and are always shown at checkout and in the order summary email.
Below are the delivery rates by destination:
| AREA | Delivery times | Shipping costs |
|---|---|---|
| Italy | 1-2 working days | €6.00 (free for orders over €99) |
| Europe | 2-3 working days | €16.00 |
| UK | 3-4 working days | €25.00 |
| USA | 3-4 working days | €31.00 |
Withdrawal and Returns
Deadline and methods for communicating the return
The User may withdraw from this Agreement and return any product purchased on www.reframeeyewear.com by informing REFRAME, no later than 14 days from the date of delivery via the email address hello@reframeeyewear.com ("Return Notice").
The right of withdrawal does not apply to goods made to measure or clearly personalized.
Deadline and methods for returning goods to Reframe
After receiving the Return Notice, REFRAME Customer Service will send the User the return label to print and attach to the package for collection by the Carrier (DHL).
The User must return the product(s) intact, clean, in its original packaging, and in the same condition in which they were purchased, without delay and in any case within 14 days of the day on which they communicated their withdrawal from this contract, using only the return label and the carrier indicated by REFRAME Customer Service. The deadline is met if the User sends the goods back before the 14-day period expires. The costs of returning the product(s) (collection costs) vary based on the shipping country as per the table below and will be borne by the User.
| AREA | Collection cost |
|---|---|
| Italy | €12.00 |
| Europe | €22.00 |
| UK | €31.00 |
| USA | €37.00 |
Deadline and methods for refunding the return by Reframe
REFRAME will refund the User the cost of the glasses only (net of shipping costs) if the products are intact, clean, with their case, and in the same condition in which they were purchased. The Owner will inspect the products after the return and, if deemed suitable, will send a confirmation email. The refund will be credited within the following 20 days. This refund will be made using the same payment method used by the User for the initial transaction and will be deducted from the collection fee shown in the table above.
Warranty
Consumers are entitled to a warranty on the conformity of purchased products and services. The warranty lasts 12 months from delivery of the goods, and any lack of conformity must be reported to REFRAME within 14 days of discovery.
To exercise the right of guarantee, the User must send an email to the following address: hello@reframeeyewear.com , indicating the order number and an accurate description of the defect (we recommend attaching photographic material).
All elements are essential and will be verified by REFRAME before responding to the User.
If a product defect is found, the User has the right to obtain, upon returning the defective product to REFRAME, its free repair or replacement with a similar product. The User also has the right to request from REFRAME an appropriate price reduction or termination of the contract if repair and replacement prove impossible or excessively costly.
Pre-Loved Program
Pre-loved is the circular fashion program that gives a second life to glasses you don't use. In exchange for your frame, you can receive a coupon code with a variable value (depending on the condition of your frame) to spend on reframeeyewear.com.
The initiative is currently only available in Europe. Find more details on the dedicated page .
Pre-loved Frame Requirements
If you live in a European country, you can trade in your used sunglasses or eyeglasses frames, whether original or premium brands.
This must necessarily bear the CE marking, which certifies compliance with European safety standards.
Furthermore, to continue offering only the best eyewear on our site, we ask each member to send us quality eyewear in resalable condition or refurbished through our Eyewear Care process. Reframe will inspect each frame individually and reserves the right to reject any frame at its sole discretion. Requests from outside Europe will not be considered.
Pre-Loved Coupon Code Terms and Conditions
Pre-loved coupons are valid for a single use only and are valid for 24 months. You can also apply them to products already on sale, and they can be combined.
Return of used frames
Used frames sent to reframeeyewear.com cannot be returned.
For any information, contact our Customer Service via chat or at preloved@reframeeyewear.com .
Catalog Rules
Authentication
All frames offered on reframeeyewear.com undergo a rigorous authentication process, and REFRAME guarantees their authenticity. If, after receiving an item, you suspect it is a fake, you can report it to REFRAME within 72 hours by emailing hello@reframeeyewear.com . REFRAME will then request that the item be sent back for a thorough inspection.
If the item is confirmed as non-authentic, REFRAME will offer a full refund to the buyer (including the cost of returning the frame). Otherwise, if the item conforms to the original description, it may be returned to the user or, alternatively, permanently returned to REFRAME (in this case, as per the return procedure, the cost of returning the frame incurred by the user will not be refunded).
Any complaints made after 72 hours of receiving the product may not be accepted by REFRAME. However, you can still contact REFRAME customer service. In exceptional cases, REFRAME may, at its discretion, agree to examine the item, but this will depend on the availability of sufficient evidence to support the authenticity claim.
Eyewear Care for Used Frames
REFRAME regenerates used frames with a professional and sustainable process, making them wearable again and completely sanitized.
Where necessary, we replace nose pads, screws, and temple tips to restore your glasses and make them look like new. Please note that these replacement parts may not be original or supplied by the manufacturer, but they are carefully selected to ensure they maintain their aesthetics and functionality.
Information on the condition of your glasses
All the photographs on our website are actual images of the specific glasses for sale, intended as unique pieces and not mass-produced. We do not use standard or stock photos to show the true condition of the glasses. The images are taken in high resolution to ensure a detailed view of the product.
On each product's detail page, we provide an accurate description of the condition of both the frame and the lenses. We use three different labels to represent the condition of the products.
Please carefully review the photos and information provided about the glasses. By completing your purchase, you are deemed to have fully accepted such information and these terms and conditions.
Cases for frames
Each pair of glasses comes with a case. Depending on availability, each product's detail page indicates whether the glasses will be delivered with the manufacturer's original case or a Reframe-branded case, made from recyclable and sustainable materials.
Use of information shared by the User
We will process your personal data to fulfill our obligations and exercise our rights under these Terms and Conditions. Please read our Privacy Policy for more information on how we collect, store, use, and protect your personal data.
We work hard to protect your personal data, but even the most effective security measures available cannot always prevent cyber attacks.
Contacts
We are available from Monday to Friday (CET), from 9:00 to 13:00 and from 14:00 to 18:00.
Email: hello@reframeeyewear.com
Competent court
These Terms & Conditions and all disputes regarding the execution, interpretation and validity of this contract are subject to the law and jurisdiction of the Italian State and to the exclusive jurisdiction of the Court of Milan.