Return & Refunds
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Return a product
You have 30 days from the date you receive your order to return your glasses if they are not suitable for you.
For returns made from outside mainland France and Germany, return shipping costs are the customer's responsibility. You may use the carrier of your choice.
For returns from the United Kingdom, Switzerland and other countries outside the European Union, any applicable fees, taxes and customs formalities related to the return are also the customer's responsibility.
The glasses must have only been tried on and not worn. They must be returned in their original packaging, together with all included accessories.
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How to return an order from abroad (outside France and Germany)
You have 30 days from the date you receive your order to make a return.
Returns from mainland France and Germany are free of charge. However, free returns do not apply to Cartier, Ray-Ban Meta and Oakley Meta glasses. Return shipping costs for these products remain the customer's responsibility, including from mainland France and Germany.
For returns from other European Union countries, return shipping costs are the customer's responsibility.
For returns from the United Kingdom, Switzerland or any other country outside the European Union, return shipping costs as well as any applicable fees, taxes and customs formalities are the customer's responsibility.
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Guarantee of frames without corrective lenses
Yes, frames purchased without corrective lenses are guaranteed for 2 years against manufacturing defects: this does not concern breakage, scratches or defects of normal wear.
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Damaged frame face
You can send us pictures of the damage and attach the invoice of your glasses. Your request will be analyzed by our after-sales service who will see what can be done. We will never leave you without glasses, but a request to participate is possible.
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Repair of glasses purchased from another brand
We are sorry, but we only perform after-sales service for glasses purchased on our website : Visiofactory.com
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Wrong item or defective item
You have received an item that you did not order? We are sincerely sorry.
We invite you to make a return request (see "Return a product" tab) and to mention the reference error in the "Reason for return" field.In order to send you the right product as soon as possible, be sure to send us by email at service@visiofactory.com a copy of the proof of deposit.
The item received is defective.
All our glasses are cleaned and checked before shipping. If unfortunately a defect had not been identified by our team, or if the product had been damaged during the shipping, please follow the following procedure :- Take some pictures of the product and the damaged parts.
- Prepare your package by returning the item to its original packaging (accessories included).
- Declare and record your return in your customer area, by going to the details of your order. Click on "Return a product" and complete the requested fields before validating and generating your return voucher.
- Print the return voucher and enclose it in your package
- Print the carrier's pre-paid return label (only for Metropolitan France) and stick it on your package.
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Price for an after-sales service
The price of an after-sales service depends on the part to be changed : the pads are very affordable, for other parts (branches, glasses, etc.) it depends on the supplier. For more information, please send us an email with your order number, a photo of the damage and your choice to return your frame so that we can change the parts ourselves or send the parts home.
The price of the after-sales service also contains a contribution for the return. If you choose to return your frame to us, shipping is at the customer's expense if the order is more than one year old.
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Broken glasses
We take care of repair requests for glasses purchased exclusively on our website Visiofactory.com.
You can send us pictures of your broken glasses, so that we can see which spare parts are concerned. If the breakage can be taken under guarantee, you will not have to pay anything.
On the other hand, out of warranty, we will send you the estimate for the repair of your glasses.
The good reflex is to join your order number to your pictures in order to help us identify you and your product more quickly.