Frequently Asked Questions

How much do deliveries and returns cost?

The price of deliveries and return depends on the country in which it is made, please contact customer service for more information depending on your country of delivery.

Pay off a purchase?

The refund will be made via the payment method used during the order (unless the customer agrees for another method of refund) and within 14 days of the right of withdrawal.

What are the delivery times for a frame with corrective lenses?

The delivery time is up to 16 calendar days

What happens if I'm away from delivery?

The postman will drop the parcel in your mailbox or leave you a notice of passage, you will then have 15 days to retrieve the parcel.

Do I have broken my glasses take care of?

Helloptic doesn’t support the case or theft of your glasses

I want to get a refund. What are the conditions I should do?

This will require contacting our after-sales service in order to find the most suitable and quickest solution to your request.

My frame or glasses have a defect, what should I do?

Contact our after-sales service0 quickly to establish an analysis of the defect of this pair and make a replacement if necessary.

What types of payments are accepted at Helloptic

Customers can place an order on the website and can make their payment by credit card and Paypal. The customer guarantees that he has the necessary permissions to use the payment method he has chosen for his Order.

Are my Helloptic payments secure?

In order to ensure strict payment security we use 3D secure technology (“Verified by Visa” and “Secure code” at Mastercard), this avoids any fraudulent payment and guarantees serenity and security to our customers during their payments.

How do I check the status of my order?

We will inform you of every change in your order by email, from ordering to delivery to your home, if you would like more information please contact us on our after-sales service.

Is it possible to have custom glasses?

Helloptic’s philosophy is never to say “impossible” please contact our customer service and we will endeavour to satisfy your request.

How do I understand my prescription?

All information relating to the explanation of the order is contained in the “Our Options” section under “Inform Your Order.”

For more information about your prescription please contact us via our customer service.

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Making your custom pair of bezels we need this essential information in order to be able to adapt your bezel. The pupil gap can be measured independently. If you only have the pupil gap you can divide this value by 2 in order to get the 1/2 pupil gap.