Frequently Asked Questions

Order

If you didn't receive a confirmation email please check your junk folder. With so many numerous email servers used around the world the order confirmation and shipping confirmation does occasionally end up in the junk folder.

For any shipments with DHL Express and DPD you will receive automatic tracking links from them. If you ordered by standard free shipping you can track your order using the order tracking number received via email. However, it normally takes 24-48 hours before the package can be tracked with your local postal courier who will deliver the package .

To follow your parcel, please use the provided tracking number in your shipping confirmation email and track the shipment on your local courier postal service website:

United States

Canada

United Kingdom

Sweden

France

Ireland

Iceland

Spain

Portugal

Austria

Romania

Czech Republic

Greece

Switzerland

Denmark

Finland

Norway

For other countries, please refer to your local courier using the tracking number or have a look on https://parcelsapp.com/en to find out.

You can track your order using the order tracking number received via email. However, it normally takes 24-48 hours before our shipping provider will register the tracking number on their website. Please note that once the order has been shipped we are at the mercy of our transport provider and any inquiries into late arrivals should first and foremost go to the postal provider or their partners. 

No, you will only have to fill in your contact and shipping details during checkout.

We accept all major cards including Visa, Mastercard and Amex. You can also pay through PayPal or with Apple Pay if you prefer. 

We also allow you to Pay Later using Klarna. However, this is only possible in countries that use the euro as its currency and that also integrate with Klarna: Germany, the Netherlands, Austria and Finland. 

All purchases are charged in either EURUSD or GBP. The desired currency can be selected in the footer. Please note that payments via PayPal and Klarna can only be made in EUR.

Our website is verified as SSL-encrypted, which ensures that all data passed between the web server and browsers remain private. Furthermore, all credit card payments are processed via the global payment provider Shopify Payments. We also accept payments via PayPal and Apple Pay. 

During checkout there is a field where you can input your discount code. On mobile devices you have to click on "Show order summary" before this field is visible. After you have applied the code you move on to choosing payment options. Please note if you go to express checkout prior to doing this step the code will not be applied.

If you received a discount code that does not work it might be due to one of the following reasons:

1. The discount code has expired.

2. The discount code is not applicable on items already on sale.

3. The order amount is less than €40 / $45.

Shipping

We offer free shipping in Europe, USA and Canada for all orders over €40 / $45. For all other countries please see shipping rates at checkout.

We ship worldwide.

We aim to ship your items to you within 1-2 working days. You will receive an email letting you know as soon as your items have shipped that includes a tracking number. If you haven't received one please check your junk folder.

It depends on where you are and which shipping method you choose.

Europe: Standard delivery for Europe is 3-7 business days after shipment. If the situation is more urgent we also offer express shipping with delivery in 1-2 business days. Goods are shipped from within the EU and all of our orders are tracked.

USA: Standard delivery with USPS is 6-10 business days after shipment. Express shipping offers delivery in 2-5 business days.

Canada: Standard delivery with Canada Post is 6-10 business days after shipment. Express shipping offers delivery in 2-5 business days.

Rest of world: Please see estimated delivery time for your country during checkout.

For all packages to the US, the tracking of USPS will say "Origin post is preparing shipment" until the last leg of the delivery journey. This does not mean that the package has not been sent, only that it has not yet been processed within the USPS domestic network. Under "Tracking History" on the USPS website, you can see the actual date the package was initially sent.

Free deliveries are made using your local postal service. We also ship express orders with DPD, DHL Express and FedEx.

For EU countries and USA there is no customs tax. Other international customers are solely responsible for payment of all duties, import taxes, and brokerage fees. These additional fees are not included in the cost of shipping, and we are not able to provide estimates of what this amount may be for a specific order or item. Please note all orders are shipped from the Netherlands.

Customs, duties, and taxes can vary widely, so please check with your local customs agency for more details before you place an order.

We offer free shipping to the UK, and any items that cost less than £135 include all taxes & fees.

However, according to new Brexit-regulations, import VAT charges are only covered at the point of sale for orders that cost less than £135 (not including shipping). Above this value the VAT obligation falls on the recipient in the UK. For any orders above this value we therefore recommend that you make multiple orders to avoid any potential customs and handling fees.

If you are hit with customs VAT, please write to us and we will refund you the UK VAT (20%). Please note we never refund any courier handling fees.

Returns

Of course! We want you to love your VALLONs and believe that you shouldn't buy things you don't need or won't use. That is why we offer free returns for all orders in Europe and USA for up to 30 days after purchase.

For any other countries or if you have any other questions please see: Return Policy

To make a return please click on the relevant link below: 

EU zone + UK

USA, Rest of world

If you’ve received an order containing a damaged, defective, or incorrect item, please contact us as soon as possible with your order number and a photo of the issue – we’ll do our best to make it right.

General

Our eyewear is made with premium materials and quality craftsmanship, and like all nice things, it is always best to handle them with care. Here are some great care tips:

If you take your VALLONs into the pool or the ocean, or if they come in contact with a lot of sunscreen or sweat, please make sure to rinse the glasses under the tap for a few minutes by the end of the day (especially with mirrored lenses!) to get rid off any residue of the previously mentioned substances. Otherwise, they will start to eat the coating and damage the lenses. After cleaning them, gently dry with the microfibre cloth that comes with the sunglasses. Avoid using your t-shirt or paper towel as they can be tough on the lenses.

Please also avoid using lens cleaners! Only fresh water is needed for a ‘deep clean’. When cleaning your eyewear, handle your frames by gripping the bridge or the temple of your eyewear.

On the rare occasion that you are not wearing your VALLONs, store them in the hard case/ dust bag:

Never leave your sunglasses inside the car as the temperature or direct heat from sunlight can cause damage to the frame and the lenses.Never place your sunglasses/ski goggles with the lens facing down to avoid unwanted scratches and accidental damage. Again, this is especially important with mirrored lenses, which are more prone to get scratched.If they are not on the face, keep them in the case!

The company HQ is in Amsterdam, Netherlands while the heart and soul of the company is in Verbier, Switzerland. Please note all products are shipped from The Netherlands. 

Yes we do! If you are interested in working with us please apply using this form.

1 kg of plastic waste is cleaned up and recycled per pair of eyewear sold. You will receive an email detailing where and exactly how much plastic waste has been cleaned up from your purchase in the subsequent months.

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Please search through our FAQs. If you still don't find the answer to your question please contact us for any assistance.

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