About offview
1. How can I contact the OFFVIEW team?
You have a team of professionals ready to meet your needs. You can contact our Client Experience department directly by sending an email to clientexperience@offview.com, and our team will direct your inquiry to the appropriate department. If your inquiry is related to payments, you can email the Finance department directly at finance@offview.com.
2. How can I change my username and password?
You can change your password by logging out of the ACCOUNT - My Profile section and then selecting "Forgot your password?" You will be sent an email to set a new password.
About the product
3. How can I find a specific item?
Our items are categorized into different search categories: collection, gender, style, shape, material, size, color, and lenses. Access the category you're interested in using the category filter. If you know the name or reference of the item, you can also use the search engine by entering it directly.
4. What kind of materials do we use?
We work with the best suppliers in each specific area, who come from Italy, Germany, and Japan. Our eyewear materials are natural acetate, stainless steel, titanium, and beta-titanium.
5. What type of components do OFFVIEW glasses have?
The hinges and rod cores are manufactured in Italy by Comotec, the leading company in the sector.
6. What type of crystals do we use in our Sun collection?
All lenses are made of the highest quality CR39, guaranteeing crystal-clear vision and high UV protection. Many of our models are polarized, as indicated on the product sheet. To find them, you can search in the Lenses category and use the Polarized or Non-Polarized filter that appears in the drop-down menu.
7. What category are our sunglasses?
Our sunglasses are rated in grades 3 and 4, ideal for environments with high sunlight exposure and superior UV protection, reducing glare.
8. What treatments do our sunglasses include?
All our lenses include the best treatments: Anti-reflective, Hard Coating, Oleophobic, and some of our lenses are polarized.
9. How can I know if the lenses of a frame can be prescription lenses?
All our frames and sunglasses are designed to be fitted with prescription lenses.
10. How can I know the measurements of a pair of glasses?
In the product information sheet for each pair of glasses, in the Product Measurements section, the measurements of each pair of glasses are indicated.
About an order
11. How do I place an order?
Following the following instructions:
1. Use the search engine or filter to find the glasses you need.
2. Click on the “Add to Cart” field.
2. Add as many units to the basket as you wish to purchase items of the same model using the + and - buttons.
3. Check that the shipping information is correct and complete the purchase.
12. How do I know if my order has been successfully processed?
Once you complete the purchase process, you will receive a copy confirming your order. From this moment, our Logistics and Customer Experience department will process your order. If you do not receive the confirmation email, you can contact us using this form .
13. Can I modify or cancel my order once it has been placed?
You can modify or cancel your order as long as you haven't received the email confirming departure from our warehouse. Once your order has left our facilities, no changes or cancellations can be made.
14. How can I make a modification/cancellation?
You can make any modifications or cancellations through your account form, detailing the order number and the items you wish to cancel or modify. Once we have verified that your order has not left our facilities, it can be canceled or modified by our Customer Experience team.
15. How can I check the status of my current orders?
You'll find details of your open orders with OFFVIEW in the Account section by accessing Orders. There, you'll find the order details and status.
About shipping
16. I need to change my delivery address, how can I do it?
If you need to modify any information related to your shipping address, you can do so using the following form . Specify the fields you wish to modify, and our Customer Experience department will update them in your customer file.
17. How long will it take for my order to be shipped?
Our logistics department processes orders during business hours from 6:00 a.m. to 10:00 p.m. If the items in your order are in stock, your order will be prepared and shipped within a maximum of two business days.
18. How will I know when my order has shipped?
As soon as your order has left our facilities, you will receive a shipping confirmation email with a tracking link.
19. I received the shipping confirmation for my order a few days ago, but I haven't received the package. Who should I contact?
Shipping transit times may vary depending on the shipping country. You can check estimated transit times in our Shipping section. Within the Account section, under Orders, you can view the details of each order with a link to track your order.
20. Does my order have shipping costs?
Our shipping terms depend on your order's destination country and segment. You can check our shipping terms by accessing the Shipping section, where you'll find detailed information on this topic.
About billing and payments
21. I need to change the tax information for my optician. How do I do it?
To change the NIF (Tax Identification Number) or billing address associated with your account, you must complete the following form detailing the new information so that our Client Experience team can modify it directly from the Central page.
22. How can I check my payment method?
You can access your Account section directly in My Profile. The payment method shown is the one you agreed upon with your agent.
23. Can I change the bank details of my account?
No bank details can be changed directly from this website. To change your direct debit account, you can contact our Client Experience department using this form and requesting that the Head Office change the details on your card.
24. I can't find my invoice, can I download it?
All our invoices are sent by email after your order is shipped. If you need a copy, please request it using this form .
25. My invoice is not correct, what can I do?
If you find any information incorrect when you receive your invoice by email, you can submit a modification request using our form , and our team will contact you to resolve the issue.
26. Can I pay my bills directly from the website?
No, the payment method to be used is the one detailed in the My Profile section.
About marketing
27. How can I stay up to date with news and events?
To stay up to date with our latest news, you can sign up for our newsletter at the bottom of this page.
28. Why doesn't my optician appear in the Store Locator?
If your optician doesn't appear in our Store Locator, it may be because they don't meet our minimum annual consumption requirement to appear on our brand's store map. However, you can submit a query using the form , and we'll verify the reason for your lack of visibility.
29. How can I get some of the brand images?
You can download campaign images, social media materials, and logos by visiting the Marketing section in the top menu of the website. If the image you're looking for isn't available for download, you can contact our Marketing department at trademarketing@offview.com.
30. I want to create a special showcase for one of our brands. How can I do this?
Please contact our Marketing department by sending an email to trademarketing@offview.com with an exterior photo of your window display and the dimensions in cm (width x height). Our team will review the possibility of creating customized advertising tailored to your store's needs.
About returns
31. What should I do if I receive an item I did not order?
In the unlikely event that you receive an item you did not order, you can submit your complaint using this form , including the order number and the items received in error, and you will receive a solution to your problem shortly. Remember that, along with your order, you may receive leftovers from previous orders that are still open.
32. How to proceed with a return?
Returns cannot be made directly from this website. If a return is necessary, you must contact your agent or our Client Experience department using this form , stating the reasons for your return request, and we will contact you.
About warranties
33. What should I do if I receive a defective item?
OFFVIEW guarantees the quality of all its products. If, despite this, you receive an item with a defect, you can request a warranty through the WARRANTIES section. For more information on our warranty policy, see WARRANTY .
34. What warranties do OFFVIEW products have?
Our warranty is 36 months from the invoice date to the optician. If your optician is in the Gold or Diamond segment, you have an additional year of warranty. For more information, please consult our WARRANTY policy.
35. Can I order spare parts from the website?
Yes! We've provided a detailed, convenient, and easy-to-use warranty request process. To order spare parts through this website, you can access the WARRANTY section located in the top menu.
36. Do I need to return defective parts?
No, our service covers a warranty period from the first day to 36 months from the invoice date to the optician. You don't need to return defective parts to us for testing.
37. If I need a complete frame to replace a defective one, do I have to return it?
You can request a complete frame to replace a defective one through the WARRANTY section. To request a complete pair of glasses under warranty, you must provide the manufacturing defect in the glasses, and you must return the defective frame for our quality analysis within the 30-day period. For countries outside the EU, a photograph of the defect, which you uploaded directly to the website during the warranty request process, will suffice.
38. How can I tell if an item is under warranty?
OFFVIEW guarantees a 36-month warranty period from the invoice date to the optician. If you don't have the date, you can place a warranty request online and see if your glasses are still under warranty based on the price displayed at checkout. If the price displayed is €0 or €6, it means your glasses are within the 36-month period and are still under warranty. If, on the other hand, the price is different, it means your glasses are no longer under warranty. In this case, the system will allow you to place the order, but shipping will be subject to availability.
39. How long will it take for my warranty to be shipped?
We know that when one of our customers requests a replacement part, they need it urgently. Therefore, our team is committed to shipping replacement parts within 24 hours of receiving the order. Furthermore, all replacement part orders placed before 1:00 PM online will be shipped the same day.
40. Do I have to pay shipping costs if I request a warranty?
Our warranty policy covers shipping costs within the warranty period. For more information, please refer to our Warranty Policy .
41. If I need a replacement within the first year due to misuse of the glasses, will I be charged?
No, our warranty policy includes free replacement service during the first year, whether due to a manufacturing defect or misuse of the glasses.
42. If I don't remember the batch number, can I still request spare parts?
The lot number is always indicated on the temples. However, if you don't have the glasses and don't have the lot number, you can still request a warranty claim. Our Customer Experience team may ask you for this mandatory number for specific eyewear models.
43. Does the warranty cover the time I have the glasses in stock at my optician?
The law provides for a 30-month warranty for all eyewear manufacturers; however, OFFVIEW offers an additional 6-month period to cover the time the glasses may be in stock. Therefore, we always include a 30-month warranty period.
44. Can I get replacement parts for an item outside the warranty period?
You can request an out-of-warranty replacement part through the WARRANTY section. The order will be received at our headquarters in the same manner as if it were a warranty replacement. However, OFFVIEW cannot guarantee the availability of replacement parts after the warranty period. You can find the prices for out-of-warranty replacement parts by consulting our Warranty Policy.