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Frequently asked questions

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  • Ray-Ban Stories
  • Important update around COVID-19
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Ray-Ban Stories

Learn more about Sunglass Hut actions.

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What is the manufacturer warranty policy?

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You can view and download the Ray-Ban Stories manufacturer warranty policy here

How do i return my Ray-Ban Stories?

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Returns are rare at Sunglass Hut so we’re sorry that something didn’t work out with your glasses.
There are two ways to return your Ray-Ban Stories.
Mail
To return your Ray-Ban Stories by mail please complete the following steps:

  1. Contact Customer Care who will assess the status of the glasses and arrange the return for you.
  2. Import all of your captures to your phone or the Facebook View app.
  3. Factory reset the glasses to remove your personal data and delete your captures.
  4. Turn off the glasses.
  5. Prepare your return with the box that your glasses arrived in. In addition to the glasses please add all of the accessories, including the charging case and cable. If the box is no longer available or in a suitable condition, please ask Customer Care for a return kit and we’ll mail you everything you need to complete the return.
  6. Follow the shipping instructions listed on your box. Or download the instructions here.

In store
To return your Ray-Ban Stories in store please complete the following steps:

  1. Contact Customer Care who will assess the status of the glasses and arrange the return for you.
  2. Import all of your captures to your phone or the Facebook View app.
  3. Factory reset the glasses to remove your personal data and delete your captures.
  4. Turn off the glasses.
  5. Prepare your return with the box that your glasses arrived in. In addition to the glasses please add all of the accessories, including the charging case and cable. If the box is no longer available or in a suitable condition, please ask Customer Care for a return kit and we’ll mail you everything you need to complete the return.
  6. Take the packed box to your nearest Sunglass Hut store and a member of the store team will take care of the return shipment for you.

Please note: your refund request won’t be processed in store, but when your order has been returned to our warehouse.

What do i need to use Ray-Ban Stories?

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To operate Ray-Ban Stories you need to connect your glasses with a smart phone and the Facebook View App. Here’s the complete checklist:

  • Smart phone with a recently released operating system: Android 8.1 and above (with location services enabled) or iPhone 6S or above, running iOS 13 and above
  • Wireless internet access
  • USB-C charging plug (if charging from a power outlet and not directly from a USB point)
  • A valid Facebook account
  • Facebook View App (downloadable from your App store or by scanning this QR code

What's included with my Ray-Ban Stories glasses?

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Your Ray-Ban Stories comes with the following accessories and user manuals:

  • Charging case
  • Type-C to Type-C USB charging cable
  • Soft glasses pouch
  • Quick Start Guide
  • Safety & Warranty Guide (also downloadable here)

How do i download the facebook view app?

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You can download the Ray-Ban Stories companion app, Facebook View, from the Apple App or Google Play stores. Please note the app is only available to download in supported countries.

How do i set up my Ray-Ban Stories?

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  1. Download the Facebook View app from your app store and log in using your Facebook account.
  2. Turn on the Bluetooth setting on your phone.
  3. 3a. Start by turning on your glasses. Slide and hold the power switch towards the lens until the notification LED starts blinking white, then release it. The notification LED blinks white while your glasses turn on, which can take up to a minute. When the notification LED turns solid green, you're ready to continue. (If you can’t complete this step, continue to 3b, otherwise move on to step 4)3b. Your glasses should arrive partially charged, however you may need to charge your glasses before moving on to step 4. Place them inside the charging case and connect the case to a power source.
  4. Put your glasses into Bluetooth pairing mode. Slide and hold the power switch for 5 seconds and release when the light blinks blue. Your glasses will appear in the app when they're in pairing mode, which can take up to 10 seconds.
  5. Continue following the instructions in the Facebook View app to finish setting up your glasses.
  6. Enjoy exploring your world in a new way with Ray-Ban Stories

For illustrated set up instructions, please refer to the Facebook View app

Are my Ray-Ban Stories waterproof?

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Ray-Ban Stories and the charging case are not designed to resist to watersplashes.

Where can i find care tips and instructions?

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You'll find complete care, safety and use instructions in the Safety and Warranty Guide that came with your glasses.
You can also download them here

Where do i find the product serial number of my glasses and case?

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You can find your Ray-Ban Stories Serial Number in two places:

  1. In the Facebook View app under: Settings - My Glasses - About
  2. Printed on the inside of the left temple of your glasses

You can also find your case Serial Number in two places:

  1. In the Facebook View app under: Settings - My Glasses - About
  2. Printed on the case interior.

Can i pair my Ray-Ban Stories with more than one facebook account?

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Ray-Ban Stories can only pair with one valid Facebook account at a time. You'll need to factory reset your glasses before someone else can use them.

How do i turn my glasses on and off?

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The power ON/OFF switch is located on the left inner arm of the glasses, near the hinge.
To turn ON: Slide and hold the power switch towards the lens until the notification LED starts blinking white, then release it. The white LED will blink while your glasses turn on. When it turns solid green, you’re ready to continue.
To turn OFF: Slide the power switch all the way to the left. There is no LED or sound to signal that the glasses have turned off.

How do i pair my glasses using bluetooth?

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If you’ve paired your phone and glasses before, they should automatically pair again. To pair them for the first time, follow these set up instructions.
If your glasses aren't connecting to the app, follow the in-app suggestions or manually try the following actions:

  • Forget Device in your phone’s Bluetooth menu and pair them again
  • Close and relaunch the Facebook View app
  • Download the latest version of the app from your app store
  • Make sure your glasses are sufficiently charged
  • Force restart the device

How do i charge my Ray-Ban Stories?

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Charging your glasses
To charge your glasses, put them in the charging case*. You'll know your glasses are charging when the case LED blinks after you've docked them and closed the case. *The first time you charge your glasses you need to remove the protective plastic tab from the metal charging connections on the case. When you dock your glasses, the left temple should attach to the metal charging connections and the right temple should gently rest on the right side of the case.

Charging your case
To charge your charging case, use the USB cable that came with your glasses to connect the case with a charger or port. To charge from a wall outlet, you'll need a USB-C plug, which is not included with your glasses.

Case LED
Your charging case has an LED indicator on the front of the case, which shows charge status of the case or glasses. When you open the case without your glasses inside, the LED will show the charge level of your case. Green means that your case has over 80% charge and orange means you have less than 80% charge. If you see red blinking, this means your case is out of battery.When you open the case and your glasses are charging inside, the LED will show the charge level of your glasses. Red means the case is out of battery or your glasses are not charging, green means that your glasses are fully charged, and pulsing orange means your glasses are charging. If your case is plugged in, the LED will remain on. If your case is not plugged in, the LED indicator will show charge level for 8 seconds.You can also see the charging status via the Facebook View app within Settings.You’ll be able to see the battery status of your glasses via the Facebook View app within Settings. If the glasses are charging in the case, you’ll also see the battery status of your case.

Charging safety
For safety information on charging your Ray-Ban Stories please refer to the Warranty and Safety Guide.

How long does the battery last? / How often will i need recharge?

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Your Ray-Ban Stories glasses and Charging Case have a different charge lifecycles:

Charging Case
A fully charged case provides 3 additional frame charges.
You can fully the charge case to 100% in 180 minutes.

Glasses Battery
Fully charged glasses last up to 6 hours for moderate usage and up to 3 hours with continuous audio streaming and Facebook Assistant. This may vary with use and other factors.

The glasses can capture and sync up to 50 videos or up to 200 photos per full charge.
You can fully charge the glasses to 100% in 70 minutes in the charging case.
You can quick charge the glasses to 50% in 30 minutes in the charging case.

How long does it take to charge my glasses?

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You can fully charge the glasses to 100% in 70 minutes in the charging case.
You can quick charge the glasses to 50% in 30 minutes in the charging case.

How long do fully charged glasses last?

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Fully charged glasses last up to 6 hours for moderate usage and up to 3 hours with continuous audio streaming and voice assistant.
This varies with use an other factors.
The glasses can capture and sync up to 50 videos or up to 200 photos per full charge.

How do i check the charge level of my glasses and case?

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There are two ways to check the charge level of your glasses and case:

  1. Use the Case LED
    Your charging case has an LED indicator on the front of the case, which shows charge status of the case or glasses. When you open the case without your glasses inside, the LED will show the charge level of your case. Green means that your case has over 80% charge and orange means you have less than 80% charge. If you see red blinking, this means your case is out of battery.When you open the case and your glasses are charging inside, the LED will show the charge level of your glasses. Red means the case is out of battery or your glasses are not charging, green means that your glasses are fully charged, and pulsing orange means your glasses are charging. If your case is plugged in, the LED will remain on. If your case is not plugged in, the LED indicator will show charge level for 8 seconds.
  2. Use the Facebook View app
    When your glasses are connected to the app, you’ll be able to see the charge status within Settings. To see the case charging level within the app, dock your glasses in the charging case.

How do i take a picture or video using Ray-Ban Stories?

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There are two ways to take photos and videos with your Ray-Ban Stories:

  1. One-touch control ​​
    To take a photo, press and hold the capture button. The white notification LED will blink and make a sound during the capture. ​
    To record a video, press the capture button once to record a 30- or 60-second video. Press again to stop recording. The white notification LED will stay on while you're recording. ​
    The default video length is 30 seconds, but it can be extended to 60 seconds in Facebook View App settings.​
  2. Hands-free voice command ​
    When Facebook assistant is wake word enabled, you can use your voice to take a photo or video. Say "Hey Facebook, take a photo" or "Hey Facebook, take a video." ​When you take a photo or video, the capture LED will activate to indicate to those around you that you may be recording. ​
    To learn more, watch the Product Tour via the Facebook View app within Settings. ​

How do i operate the camera in low light or motion conditions?

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The dual HD camera automatically adjusts to your environment for consistently high quality photo and video captures.

What do the lights on my notification led mean?

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The notification LED, located inside near the right temple, changes color to signal a change of status relating to power, the capture function, Facebook Assistant, and the call function.

Power
Power on: The notification LED blinks white for about 12 seconds, then turns green for a couple seconds to let you know your glasses are ready to use.
Wake: The notification LED briefly blinks white then green to let you know your glasses are ready to use.
Low battery: The notification LED blinks orange 4 times when your glasses have low battery.
Shutdown: The notification LED blinks red 4 times when your glasses are about to automatically shut down when battery runs out, they get too hot, or too cold.

Photo and Video Capture
Photos: Both the notification LED and the capture LED blink white once when you take a photo.
Videos: Both the notification LED and the capture LED turn solid white while you record video.
Capture errors: The notification LED turns solid orange for about 3 seconds if it runs into a problem that prevents you from taking captures.

Facebook Assistant
Facebook Assistant: The notification LED will pulse white to let you know Facebook Assistant is listening.

Calling
Incoming call: The notification LED blinks white.
Call connected: The notification LED pulses white while you're on a call.

How do the audio controls work?

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Use the touchpad on the right-side temple of your glasses to control playback and volume:

  • Tap once to pause / resume playback
  • Tap once to pause or play audio
  • Double tap to skip forward
  • Triple tap to skip back
  • Swipe forward to turn the volume up
  • Swipe back to turn the volume down

When you close your glasses, audio streaming will pause. When you reopen the glasses, they will reconnect via Bluetooth.

How do i adjust volume on my glasses?

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To adjust volume on your glasses, swipe forward on the touchpad to turn up volume and swipe back to turn down volume. You can check how the volume sounds to people around you by removing your glasses while media is playing.

You can also adjust the volume of system sounds in the Facebook View app. Some examples of system sounds include low-battery warning and a sound to indicate you're taking a photo.
To adjust the volume of system alerts:

  1. From the Facebook View app, tap on your profile photo in the top right.
  2. Tap System Alerts.
  3. Tap System Sounds.

How do i import media from my glasses to my smart phone?

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  1. Enable Bluetooth on your phone and pair your glasses and phone via the Facebook View app
  2. Tap the circular download button in the lower right hand corner of the app home screen, which shows how many captures are available for download
  3. For things that require a fast connection to download, like import and firmware updates, your glasses will temporarily connect to their internal Wi-F network. On iOS, accept the “Join Wi-Fi Network” request and the glasses will start to transfer the files to the app.

How do i share photos and videos?

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Once you’re in the Facebook View app, select a photo or video and tap on the share icon. You’ll see different ways to share your captures or save them to your phone's camera roll or gallery. Limitations may apply depending on which app you're sharing to.

How do i edit my captures using facebook view?

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Facebook View features several tools to help you edit your photos and videos. You can crop, straighten*, adjust lighting and add enhancements to your captures and trim your videos. You can always select Revert to revert back to the original photo.

How to edit your capture:

  1. Tap on the capture you want to edit.
  2. Tap the edit icon.

How to use the Adjust tool:

Adjust the Brightness slider to make your capture brighter or darker.
Adjust the Sharpen slider to add crispness to your capture.
Adjust the Saturation slider to increase or decrease the color intensity of your capture (example: adjust up to make the red redder).
Adjust the Warmth slider to shift the colors of your capture toward warmer orange tones or cooler blue tones.
Tap Enhance to automatically improve the quality of your capture.

How to use the Crop tool:
Adjust the Straighten slider to change the photo’s vertical or horizontal perspective.
Choose to crop your capture to landscape, square, or portrait orientation.
You can also crop by touching the screen and pinching to zoom in.
You may move the capture and adjust how it fits within the frame.
Use the grid to help you frame the capture.

How to trim your video:
Adjust the slider on either side of your video to change the start and end time of your video.
You may also preview your trimmed video by pressing the play button.

*Straighten is currently only available for iOS but is coming soon on Android.

What is a montage?

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A Montage allows you to compile 4-10 individual video captures into one shareable movie with effects, title and original music.
You can choose from a variety of templates and music tracks, and edit the title, clips and music.

How do i create a montage?

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To create a Montage in Facebook View, follow these steps:

  1. Tap on one video capture from the gallery
  2. Tap the “Montage” icon in the middle of the action bar
  3. Choose captures to add as clips
  4. Tap Next at the bottom of the screen
  5. Select a Template by tapping on the one you want to use.
  6. Tap Next in top right corner
  7. Edit the title, clips, music, and aspect ratio, and duration
  8. Tap Save in the top right corner

Your Montage will now be saved in your Gallery.

What is a flashback?

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A Flashback allows you to turn a photo captured on Ray-Ban Stories into a short 3D video. You can choose from different templates and edit with soft focus effects, camera motion and text.

How do i create a flashback?

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Follow these steps to create a Flashback in Facebook View:

  1. Tap on a photo from your gallery
  2. Tap the “Flashback” icon in the middle of the action bar
  3. Choose a Template by tapping on the one you want to use
  4. Follow prompts to reposition the photo, change focus, or add text
  5. Tap Save in the top right corner (the Flashback will now be saved to your Gallery)

How do i add music to my videos using facebook view?

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With Facebook View you can add music to your videos when creating a Montage. When you create a Montage you can choose music tracks to add to your shareable Montage.

How do i apply effects to my photos using facebook view?

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With Facebook View you can use the editing tools to edit your photos and apply effects by creating a Flashback.
You can also save your photo to your phone’s gallery or photo library and edit there – or with an editing app of your choice.

How do i turn on facebook assistant for my Ray-Ban Stories?

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You can enable Facebook Assistant in the settings of the Facebook View app.

To turn Facebook Assistant on or off:

  1. Open Facebook View and tap your profile picture in the top right of the screen.
  2. Tap Facebook Assistant, then tap the toggle next to Facebook Assistant.

What voice commands can i use with “hey facebook?"

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You can use ""Hey Facebook"" to capture photos and videos, make calls and send messages, control media and volume, and check battery status by saying:

Photo Capture
“Hey Facebook, take a photo.”
“Hey Facebook, take a picture.”

Video Capture
“Hey Facebook, start a video."
“Hey Facebook, start recording”
“Hey Facebook, record a video now.”
""Hey Facebook, take a video.”
“Hey Facebook, end video.”
“Hey Facebook, stop video.”

Calling and Messaging
“Hey Facebook, call [name]."
""Hey Facebook, send a message to [name].”

Media and Volume Control
“Hey Facebook, pause.""
"Hey Facebook, next.”

“Hey Facebook, stop."
"""Hey Facebook, resume.”
“Hey Facebook, volume up."
""Hey Facebook, volume down.”

Battery status
“Hey Facebook, battery status."
""Hey Facebook, how much battery is left?”

Facebook Assistant currently operates in English, French and Italian.
But selected voice commands are only available in English.

Which languages does facebook assistant support?

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Facebook Assistant currently operates in English, French and Italian. But selected voice commands are only available in English.

Something went wrong while trying to make a call or send a message with my Ray-Ban Stories. What should i do?

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Update and log in to the Messenger app

  1. Open Apple’s App Store and search for Messenger.
  2. Tap Update to update the app.
  3. If the app says Open that means the app is up to date.
  4. Open Messenger and sign in.

Keep in mind, closing the Messenger app can interrupt hands-free calling and messaging. Enable Bluetooth permissions for Messenger

  1. Open the Settings app on your iPhone.
  2. Tap Privacy then tap Bluetooth.
  3. Find Messenger and turn the toggle on.

Disconnect then reconnect Messenger to Facebook View To disconnect Messenger:

  1. Open Facebook View and tap your profile picture in the top right.
  2. Tap Calling and messaging then tap Messenger.
  3. Tap Disconnect Messenger.

To reconnect Messenger:

  1. From the Facebook View app tap your profile picture in the top right.
  2. Tap Calling and messaging then tap Connect Messenger.

How do i force restart or factory reset my glasses?

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If you find that your glasses aren't responding, try the following troubleshooting steps.

Restart Glasses

  1. With your glasses on, slide and hold the power switch to the right for about 12 seconds until the notification LED starts blinking white.
  2. Release the power switch, then wait until the notification LED turns green.

Factory Reset
Warning: This will delete all the captures on your glasses.

  1. Make sure your glasses are on and ready, which means no blinking LED and they're not busy.
  2. Slide and hold the power switch to the right while you press and hold the capture button.
  3. When the LED turns orange, first release the capture button followed by the power switch.

What should i do if my glasses won't turn on?

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If you’re glasses aren’t turning on, try the following steps:

  1. Dock the glasses inside the charging case and charge for an hour. Make sure the charging pins on the case and glasses are clean. If the glasses are charging, the LED indicator on the case will show pulsing orange. If you don’t see a charging indicator, try charging the case from a different outlet, with a different cable, with a different charger or with a USB-C charging block.
  2. Slide and hold the power switch for 5-10 seconds to check for the glasses notification LED indicator. The LED will blink white for about 12 seconds and will turn solid green when the glasses are ready to use.
  3. If you’ve tried steps 1 to 3 and your glasses still don’t turn on after several hours of charging, you can request a replacement pair. Please refer to FAQ 8 for instructions on how to begin a replacement request.

Please note:           

  • Your glasses and charging case should arrive partially charged.           
  • Using the case is the only method to charge your glasses.            
  • Software updates requires a minimum charge level that varies depending on temperature. The Facebook View app shows a warning message if your glasses need more charge to proceed with an update.

My glasses aren't pairing with the app, what should i do?

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If your glasses aren’t pairing with the Facebook View app, try the following troubleshooting steps.

Make sure that:

  1. Your glasses are charged and turned on: Slide and hold the power switch towards the lens until the notification LED starts blinking white, then release it. The white LED will blink while your glasses turn on. When it turns solid green, you’re ready to continue.
  2. Bluetooth is enabled on your phone.
  3. Your glasses are unpaired on your phone. If you are on iOS, go to your phone's bluetooth settings. Tap the info icon next to your glasses from the list of devices. Tap Forget This Device. This step isn't necessary on Android devices.
  4. The device is in pairing mode: Slide and hold the power switch for 5 seconds and release when the light blinks blue. Your glasses will appear in the app when they're in pairing mode, which can take up to 10 seconds.

If Ray-Ban Stories still doesn’t appear in the app, complete the following steps:

  1. Turn your glasses off and back on again
  2. Try quitting the Facebook View app and reopening it.

If you’re still unable to pair to the app during setup, please contact customer care.

I'm having issues using "hey facebook" with Ray-Ban Stories. What should i do?

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When you say “Hey Facebook,” the notification LED will pulse white to let you know Facebook Assistant is listening. If Assistant doesn't respond to your voice, check the following:
- Make sure your glasses are on and the battery is charged.
- Check that Assistant and "Hey Facebook" are enabled in the settings of Facebook View.
- Make sure there’s no background noise that might be disrupting or interfering with Assistant.

Where can i find more information on privacy and data related to Ray-Ban Stories and facebook view?

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Additional privacy or data information is provided at the Facebook View Help Center.

Where can i find Ray-Ban Stories health & safety information?

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You'll find health & safety information relating to Ray-Ban Stories in your glasses Safety & Warranty document, which you can download here.

How should i clean my Ray-Ban Stories glasses?

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To clean your glasses use a dampened cloth and mild soap avoiding all types of solvents or alcohol. Don't use dirty or abrasive cloths which could alter the features of the lenses. Don't hold your glasses under running water.

How do i rewatch the introductory product tour?

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You can rewatch the Product Tour to get to know your glasses by following these steps:

  1. From the Facebook View app, tap on your profile picture to enter Settings.
  2. Tap Help and Support
  3. Tap Product Tour

Can i substitute the battery in my glasses or charging case?

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No, it's not possible to replace the embedded battery inside the glasses or charging case.

What shipping methods are available for Ray-Ban Stories?

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Choose between Standard and Expedited shipping in all supported countries. Our Click & Collect and Same-day delivery services are available in select locations. The shipping methods available for your address will be visible at checkout.

How do i find my nearest store assorting Ray-Ban Stories?

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Simply go to our store locator page, select the "smart glasses" filter and enter your address or Zip Code. Then check the stores assorting Ray-Ban Stories. You'll be able to see your nearest Sunglass Hut store on the map and location list.

Where can i get more information or support if i don't find my answer in the faq?

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We’re sorry that you haven’t found the answer you’re looking for. You can find further information and contact details for our customer care via the Sunglass Hut Help Center.
You can also visit the Facebook Help Center for more information on the Facebook View app.

Important update around COVID-19

Learn more about Sunglass Hut actions.

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What's Sunglass Hut response?

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Our hearts go out to those who are impacted by COVID-19. With the growing concerns, we are balancing that personalized experience you have grown to love with our commitment to keep you healthy. In recent weeks, we have established an Emergency Response Team to evaluate and response, in real time, to the needs of our people and our valued customers.Our proactive approach incorporates the guidance of the CDC (Centers for Disease Control) and the WHO (World Health Organization), as well as that of our own internal experts who have decades of experience managing through global crises

Do you plan any change to store hours?

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We have recently opened stores in areas which are considered safe to conduct business. In these newly re-opened stores we taken the extra precautionary steps to ensure the best interests of our customers and our workers. Find nearest store
If you don’t see your favorite store listed, we remain open 24/7 online at www.sunglasshut.com. Please note that Pick Up in Store and Same Day delivery will not be available.Stay healthy and keep looking forward to sunny skies ahead.

Which are the measures to guarantee safety within your stores?

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Sunglass Hut is where you come to be inspired and guided in finding your perfect pair; our curated selection of the best sunglasses awaits you and our store associates are looking forward to bringing you a ray of sunshine. Keeping your well-being as a priority, here are some of the health & safety measures we have put in place to help reduce the spread of COVID-19:

• All employees adhere to our health and safety protocol including wearing masks.

• We request that our customers wear a mask upon entry.

• All sunglasses are cleaned with a hydrogen peroxide solution after each trial.

• We have increased cleaning procedures in our high touch areas.

• Maximum capacity for each store is 4 customers.

• We ask that all customers remember to keep 6 feet between you and others.We are committed to providing you a safe and healthy Sunglass Hut shopping experience where you can explore and try on your perfect pair.We look forward to taking good care of you.

Which are the measures to guarantee safety of the individuals working in your distribution centers?

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In recent weeks, Luxottica has established an Emergency Response Team to evaluate and respond in real time to the needs of our people as well as our customers in North America and around the world. Our proactive approach, supported at all levels of the company, incorporates the guidance of the CDC and WHO, as well as that of our own internal experts who have decades of experience managing through global crises. While there are no known cases of COVID-19 among our employees, our first action was to adopt an extra vigilant cleaning protocol to ensure that our factories, stores and other workplaces remain free of contaminants. We have also limited all non-essential air travel, postponed large scale business gatherings and implemented stricter vendor policies. Each of our team members in N.A. has access to the LiveSafe app where they can find emergency resources in their city, access company health and safety news and self-report any symptoms. All of this is designed to give our employees peace of mind as they continue to serve you.

What's the plan for online order fulfillment?

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We are determined to maintain our commitment to our customers. Our vertically integrated supply chain allows us full visibility of the manufacturing and shipping process. When our products leave our factory, they do so in the safest, cleanest manner, packed and shipped by a carefully trained staff member after undergoing extensive checks. In the coming weeks, if you have any questions about our products, please don’t hesitate to ask.We remain open 24/7 online at www.sunglasshut.com

How can I get in touch with your customer service team?

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If you need further assistance, please contact our customer service team at , .

COVID-19 pandemic and eye protection

Learn more

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Can COVID-19 transmit through eyes?

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Current research, which is still evolving, shows that the chance of spreading the virus through the eyes is possible, but rare. Studies found only a small amount of virus in tears of infected individuals. That said, in alignment with the Centers for Disease Control and Prevention (CDC), you should take all necessary precautions to avoid touching your eyes.

Do glasses help protect against COVID-19?

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While glasses may potentially provide some protection from COVID-19, that protection is limited to the shielded area of the eye. The virus can still reach your eyes from the exposed sides, tops and bottoms of your glasses. In alignment with the Centers for Disease Control and Prevention (CDC), you should take all necessary precautions to avoid touching your eyes.

What's the plan in order to assist store associates and employees?

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Because taking care of our employees is our primary focus at a time like this, all Sunglass Hut employees will be made whole on their paychecks over the next two weeks despite the store closures.

How should I clean my glasses in this period?

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COVID-19 is thought to remain on some materials for hours or days. For this reason, it’s advisable to regularly clean your glasses. A standard hand soap or glasses cleaning spray that contains detergent should be effective at removing potentially harmful microbes. Using antibacterial products such as hand sanitizer or household cleaning spray to clean your glasses is not recommended. This is because they probably contain alcohol or chemicals that could damage the lens surface of your glasses.

What can I do about increased screen time straining my eyes?

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There are many studies that associate prolonged computer use with eye strain and discomfort. Ocular surface dryness (due to infrequent blinking) can result in symptoms. To minimize this, you should follow the 20-20-20 rule: take a break every 20 minutes and look at an object 20 feet away for at least 20 seconds. You can also change your computer display brightness, increase font size and minimize glare with proper lighting.

Gift cards

Read everything you need to know about buying them, using them and checking your balance.

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Can i use a gift card or e-gift card to make a purchase online?

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Of course you can. Use your gift card or an e-gift card online or at any one of our nearly 2,000 store locations. Gift cards can be used to make a full or partial payment of an order. And if your gift card falls short, you can make up the balance with another payment type, like a credit card, PayPal or ApplePay. Simply enter your gift card number and PIN (found on the back of your card or in your email if its an e-gift card) during the checkout process.

What is the difference between a gift card and an e-gift card?

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A gift card is a physical card (like a bank card) that has a 16-digit gift card number and an 8-digit PIN number, printed on the back of the card. An e-Gift Card is a virtual gift card that is sent via email (but it still has a 16-digit gift card number and an 8-digit PIN number, just like a physical card). Both a physical gift card and an e-gift card can be used online or in any Sunglass Hut stores (excluding partner stores, such as Macys).

Can i make multiple purchases with my gift card?

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You sure can. Your gift card carries a balance until all of the credit is used up. One thing to remember, however,is that when you use your gift card online, your card is locked until your order is fully processed and shipped. During that time, your balance will be unavailable to use.

How do i purchase a gift card/e-gift card?

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You can buy a gift card right here at sunglasshut.com or any Sunglass Hut store using a valid form of payment, including another Sunglass Hut gift card.

Can i return a gift card or e-gift card?

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Unfortunately a Sunglass Hut gift card or e-gift card cannot be returned. There's no expiration date, however. So save it. Re-gift it. Or better yet, use it. You can always do with a new pair of sunglasses.

How do i check my gift card/e-gift card balance?

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Check your balance at the following page Alternatively you can check in any Sunglass Hut store or by calling our Customer Services team at 1-888-786-4327. Please have you Gift Card/E-Gift Card number to hand when calling which you can find on the back of the card or for an e-gift card within the email that was sent to you.

What if i lose my gift card?

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Gift Cards should be treated like cash, unfortunately we are unable to replace lost or misplaced gift cards.

How do i add money to a current sgh gift card?

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We are able to add additional funds to a Sunglass hut Gift Card at any of our stores. To find your nearest store use our Store Locator here.

Do i need to spend the exact amount on my gift card?

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Not all at once. If you buy something and have a balance left over, you can use your card again on your next purchase. If your gift card falls short on your next purchase, you can just make up the balance with a valid credit card.

Can i use an e-gift card in a store?

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Of course. Both regular gift cards and e-gift cards can be used online and in all Sunglass Hut stores (excluding shop in shops, such as Macys).

What exactly does the recipient receive when i send an e-gift card?

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When you have chosen the amount of the e-gift card that you want to send and checked out online then an email is sent to the recipient informing them of your gift. The email to the recipient shows who the e-gift card is to and who it’s from as well as the gift card amount, the 16 digit gift card number and the 8 digit PIN (so that it can be used either online or in-store). As the sender you will also receive an email with all these details (except, of course, the gift card number and PIN).

Placing & tracking orders

Get the scoop on payment methods, promotion codes, order history and more.

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Do you have a catalog?

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Yes and no. Our website is essentially an online catalog. You can browse by brand or search for specific styles. Make sure you join our mailing list (at the bottom of this page) to receive our special promotional email and offers.

What forms of payment do you accept?

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For purchases online, Sunglass Hut is proud to accept the following:

  • MasterCard
  • Visa
  • American Express
  • Discover
  • PayPal®
  • Sunglass Hut Gift Cards and e-Gift Cards
  • JCB
  • AfterPay

We do not accept:

  • Cash
  • Personal checks
  • Money orders
  • Cash-On-Delivery (C.O.D.)

When will I be billed for my order?

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You'll be billed for your order as soon as it ships from our fulfillment center. At this point you will also receive an ‘Order Shipped’ email from us to let you know it’s on its way.

How does PayPal® work?

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PayPal® is a highly secure way to send payments over the Internet. You can choose to pay from your PayPal® account balance, a credit card, debit card or bank account. To make a PayPal® purchase, simply select PayPal® during checkout on the sunglasshut.com website and choose your method of payment. Your funds are transferred immediately and securely.

PayPal® is committed to protecting the privacy of its users. Its industry-leading fraud prevention team is constantly developing state-of-the-art technology to keep your money and information safe. When you use PayPal® to send money, recipients will never see your bank account or credit card numbers.

How do I contact PayPal® customer service?

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For the fastest response, access the user-friendly Help Center. Developed by the PayPal® Customer service team, the Help Center contains a comprehensive information database. Simply type a question into the search box to receive a complete answer.

If you don't find the information you need in the Help Center, PayPal® Customer service representatives are available to assist you. Contact them by live chat, email or phone: Customer Service: 1-402-935-2050 (a U.S. telephone number) 4:00 AM, PDT, to 10:00 PM, PDT, Monday through Friday 6:00 AM, PDT, to 8:00 PM, PDT, Saturday and Sunday.

Can I combine PayPal® and a gift card to pay for my order?

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Unfortunately not. If you're making a purchase with a gift card, you'll need to pay off any remaining balance with a credit card. PayPal® will no longer appear as a payment option once a gift card is applied to the cost of the order.

How much will I be charged for sales tax?

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That depends on where you live. Sales tax is applied to your sunglasshut.com order according to individual state and local regulations. Appropriate tax charges will appear during checkout.

Do you issue credit for tax-exempt status?

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Yes. If your company is eligible for tax-exempt status, please call us at , and select option 2.

Our team will be happy to help you with an approved tax-exempt order.

How do I use promotion codes or coupons?

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To redeem a promotion code or coupon, you can enter the promotion code during the checkout process on the cart page.

What if I forgot to enter my promotion code?

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We would not be able to process the promotional code. We might be able to cancel the order and replace it for you, or we can refund the difference. Just give us a call!

What if the promotion code did not apply properly?

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If you're having any trouble entering a promotion code, or have other shipping and billing questions, our customer service team can help. Give us a call , .

How do I track the status of my order?

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When your order ships from our fulfillment center, you'll receive an email confirmation with your shipping tracking number. Unless your order is being shipped to an APO/FPO address, you can go to www.ups.com. and enter your tracking number to check delivery status. APO/FPO orders are shipped through the United States Postal Service (USPS) and can be tracked at www.usps.com.

How do I find my order number?

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Your order number will be displayed on the final page of the checkout after you have confirmed to place your order. Additionally, you'll receive a confirmation email that contains your order number. You can also log in to your account and view your order history.

How long will it take for me to receive my order?

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Standard Shipping

  • Standard: Allow 2-7 business days for delivery.

Express Shipping

  • Same Day Shipping: Orders are delivered within the same day as the order is placed.
  • Saver Express: Allow 1-3 business days for delivery.

Pick-Up in Store

  • Collect In Store: Orders can be collected the same day in some cases or allow 2 business days for delivery if the item needs to come from our warehouse. The estimated time will be shown on the cart page when an item has been added to bag.

Business days are Monday through Friday, excluding public holidays. All standard orders will be processed and shipped the next business day. Expedited orders placed after 2PM EST, will also be processed and shipped the next business day. Unfortunately, we can't ship to hotels.

Can I cancel or change my existing order?

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To change or cancel an order you recently submitted, please simply give us a call at , as soon as possible and we will do our best to accommodate your request. However, please be aware that as our system is designed to fulfil orders very quickly. Customers are given one hour to cancel their orders after order placement, but after the first hour we cannot guarantee that it will be possible to cancel or change the order once it has entered the shipping process.

Can I order by phone, email or fax?

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We have a team of fashion-forward representatives ready to take your order by phone. To protect your security, we do not accept orders via email or by fax. To place an order, call us at .

How do I place a group or bulk order?

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First, check out our Corporate and Group Sales page! If you need further assistance on placing a group or bulk order, please contact our customer service team at .

Is the information I give you secure?

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Yes. Sunglasshut.com uses industry standard encryption to ensure your private information is protected.

How am I charged for my order?

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Prices on our Canadian site are listed and processed in Canadian Dollars (CAD).

Shipping & Delivery

Find out when your order will arrive, as well a shipping methods and express delivery costs.

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What are the shipping options on Sunglasshut.com?

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Currently we offer the following service:

Free Standard Shipping: Allow business days for delivery
All orders are subject to review and could require additional processing time.
Customized products will ship via standard delivery (3-5 business days).
Premium Engraving items are shipped from the US, please consider an additional 2 business days for processing.
Weekends and holidays are NOT considered business days.
Any orders placed after 2PM EST on Fridays will be processed and ship on the following business day.
For all orders placed after 2PM EST, please allow one additional business day for processing.
Carrier delays are possible during high order volume periods and may affect shipping times.
Premium Engraving orders may take an additional 2 business days for processing.
Sunglass Hut reserves the right to use alternate shipping services that provide the same delivery expectation.

Can my order be shipped to a P.O. box?

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Only APO/FPO orders, which use USPS, may be shipped to a P.O. Box. These will be shipped using USPS standard service and will take between 3 and 7 business days.

How much do you charge for shipping?

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Standard delivery (2-7 business days) is free!Our Pick-up in store service is also free. Saver Express (1-3 business days) costs $24.95.

Can I buy online but pick up my sunglasses in a store?

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Absolutely! Sunglass Hut now offers a ‘Pick up in Store’ service. Once you have added items to your basket head the cart page and select the tab ‘Collect in Store’ and enter a location of your choice from where to pick up your order. For selected items, pick up in store is also available in the same day. You will be notified by e-mail as soon as the item is ready for the pick up, so do not show at the store beforehand. Even better, the Collect in Store service in completely free. The 2 hours service is not available for prescription and custom which can still be collected at the store with standard shipping leadtime of e-commerce. Products available for the same-day pick-up depend from in-store stock availability, which may vary. If the style you selected is out of stock at your chosen store, you will be notified via e-mail that the item will be shipped to your pick-up location following standard shipping leadtime that may vary based on the product category. Remember, you will have up to 7 days to pick up your order starting from the delivery date.

Can I see if a frame/style is available in a specific store?

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Absolutely, on the product page of a particular frame simply click on ‘Find in store’ button (next to the Add To Bag) button. Then, enter an address or Zip Code to search for a store and a list of closest stores with the item available will show.

Can I re-route a shipped package to another address?

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For security reasons, we're unable to redirect a shipped package. We apologize for any inconvenience. If our shipper is unable to deliver the package to the address you provided, the parcel will be returned to our fulfillment center and processed as a return.

Can my order be delivered to the U.S. territories?

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Online orders may only be shipped to the U.S. and Canada.

What is the delivery time to an APO/FPO address?

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The delivery time to an APO/FPO address is 3 - 7 business days.

How do I send items to multiple addresses?

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If you need to ship to multiple addresses, you'll have to place a separate order for each address.

What do I do if a product arrives damaged?

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If an item is damaged when it gets to you, simply contact us within 14 days of receiving the shipment. We'll investigate the cause and work with you to resolve the issue. After 14 days of the delivery date, we do not accept responsibility for damages. If you have questions about your order, just give us a call at .

What do I do if my order is incorrect or missing an item?

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Check your order as soon as it arrives to make sure everything you ordered is there. If your order is incorrect or an item is missing, please contact us within 14 days of receiving the shipment. We'll investigate the cause and work with you to resolve the issue. After 14 days of the delivery date, we do not accept responsibility for missing items. If you have questions about your order, just give us a call at .

Returns, replacements & exchanges

Read all the fine print and learn how to return, replace or exchange an order the easy way.

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Can i return items purchased on sunglasshut.com to a sunglass hut store?

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You sure can. When you buy online you can return in store or in the mail. It's that easy.

Can i return a gift that was purchased online?

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You can return a gift that was purchased online, but a full refund can only be administered to the credit card that was used to purchase the gift.

Can i return a gift card or e-gift card?

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Unfortunately a Sunglass Hut gift card cannot be returned. There's no expiration date, however. So save it. Re-gift it. Or better yet, use it. You can always go for a new pair of sunglasses.

What is the status of my return?

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When selecting a shipping method, we always recommend you use a traceable method, like our free UPS return service. That way you can confirm that we got it. Your return will be processed 10-14 business days from the date we receive your package, but please allow 3-5 business days for the return package to reach our fulfillment center.

What return method should i use for a paypal® purchases?

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The best way to receive a refund to your PayPal® account is to return your purchase by mail to our Customer Care Center. We offer Free UPS Return Shipping for all online orders.

Can i make a return with a gift receipt?

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You can't get a refund, but you can exchange your gift or receive store credit.

How do I make a return?

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At Sunglass Hut, returns are easy. You can return online purchases in a store, or by shipping them to our Customer Care Center using our Free UPS Return Shipping. Please note that store purchases may not be returned by mail and must be returned to a store.

Instructions for returns to our Customer Service Return Center; Repackage your purchase, making sure to include your proof of purchase, along with your order number, name, address and telephone number.

Mail your package back to:
Luxottica After Sales Center – SGH.com
2670 Rue Diab
St. Laurent, QC H4S1E8

It usually takes 3 to 5 business days to process your return once it's received at our Customer Care Center. Remember, your package needs to be post-marked on or before 30 days after your purchase for a refund. Refunds will be issued in the same form as your original payment method.Customers bear the risk of loss for all items shipped to Sunglass Hut until Sunglass Hut accepts and receives the delivery at Sunglass Hut's Customer Care Center.

What is your return policy?

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We offer a -Day Trial on all sunglass orders.

Due to the current extreme circumstances we know that it can be harder than usual to return unwanted items, therefore, for any orders that were placed before July 1st we have extended our return so that you can return at any point up to 90 days after your purchase date.

We created our Look Good/Feel Good policy so that if you're not completely satisfied with your purchase, you can easily return it. All you need is your proof of purchase and original packaging. Returns made within days of purchase qualify for a full refund or exchange.

Refunds will be made in the same form as the original method of payment. For purchases made with a gift card or e-gift card, , a new gift card will be issued. Without proof of purchase, we'll exchange your items or issue a store credit based on current selling prices. Products sold as "Imperfect" may not be returned or exchanged.

Sunglass Replacement Discount

If you break your sunglasses after 90 days of use but within 12 months of your purchase, our Sunglass Hut Sunglass Replacement Discount lets you replace them with the same, or if unavailable, an equivalent pair at 50% off the original retail price.

This discount may only be used once and may not be combined with other discounts or promotions. It does not apply to loss or theft, and you must present your proof of purchase. Oakley products and products sold as "Imperfect" are not eligible for this program.

Defective Products

If your sunglasses become defective within 12 months of your purchase, we'll refund your purchase or exchange your sunglasses. Proof of purchase and original packaging are required. Products sold as "Imperfect" may not be returned or exchanged.

Please note that refund and exchange policies for purchases made outside of the U.S. vary. See your receipt for details.

How does the sunglass hut replacement discount work?

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If you break your sunglasses after 90 days of use but within 12 months of your purchase, our Sunglass Hut Sunglass Replacement Discount lets you replace them with the same, or if unavailable, an equivalent pair at 50% off the original retail price.

This discount may only be used once and may not be combined with other discounts or promotions. It does not apply to loss or theft, and you must present your proof of purchase. Oakley products and products sold as "Imperfect" are not eligible for the program.

However, if you sunglasses are defective, just provide your proof of purchase and original packaging, and we'll refund your purchase or exchange your sunglasses up to 12 months after your purchase. Products sold as "Imperfect" may not be returned or exchanged.

How should i return an order that i bought online but picked up in store?

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Returns at Sunglass hut are super easy. You can either return immediately at the store you pick-up your sunnies sunglasses up from or you can return to our Customer Service Return Center by following the instructions below:

Repackage your purchase, making sure to include your proof of purchase, along with your order number, name, address and telephone number.

Mail your package back to:Luxottica After Sales Center – SGH.com2670 Rue DiabSt. Laurent, QC H4S1E8

It usually takes 3 to 5 business days to process your return once it's received at our Customer Care Center. Remember, your package needs to be post-marked on or before days after your purchase for a refund. Refunds will be issued in the same form as your original payment method.

Do you offer an extended returns policy for the holiday season?

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Absolutely! So that you can be sure to give the right gift we will be extending our returns policy for any orders placed between 11/01 and 01/01 which can be returned or exchanged up until 01/31/2021 (excluding engraved orders).

Sunglass care

Read what the experts recommend for keeping your sunglasses in top condition.

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How should I care for my sunglasses?

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Keeping your sunglasses clean with help them - and you - look great and perform well. However, premium sunglasses and especially their lenses require careful treatment. Improper care can damage lenses, resulting in scratches or haziness, which in turn may cause eyestrain.

So, the best way to clean your sunglasses is by gently rubbing them with a lens cleaning cloth and a liquid cleaner specifically designed for eyewear lenses, or with a pre-moistened lens towelette. It's also a good idea to occasionally bring them into a Sunglass Hut store for a complimentary in-store cleaning and adjustment. Find a store near you.

To avoid damage, never clean your sunglasses with paper towels or clothing, which can grind dust and fibers into lenses and leave scratches. Also avoid using household detergents or soaps. While a few mild soaps don't harm lenses, today's extra strength soaps are powerful enough to slowly disintegrate lens coatings. Glass cleaners especially are highly corrosive and can damage your lenses quickly. They are not designed for use on the non-glass lens materials used in sunglasses.

While none of these products will do immediate apparent damage to your senses, over time and with repetition, the damage will become visible.

How can I order accessories and/or cleaning supplies?

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We're in the process of adding accessories and cleaning supplies to our online product catalog. In the meantime, please call us to order over the phone. You can reach us at .

What if I need my sunglasses adjusted?

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Keep your sunglasses in top condition by using our complimentary in-store cleaning and adjustment services. Find a store near you.

Lens & frame technology

Get to the bottom of all the benefits, plus find simple definitions for high-tech terms.

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What does "polarized" mean?

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Polarized lenses fight glare by minimizing the passage of undesirable light to the eye. The result is sharper vision, more vivid color and greater depth perception. Click here to see our Polarized page.

What does "photochromatic" mean?

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Photochromatic lenses darken with UV exposure, adjusting to a variety of light conditions.

What are anti-reflective lenses?

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Anti-reflective lenses reduce distracting reflections that can bounce off the back of the lens into the eye.

What are the benefits of gradient lenses?

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Gradient lenses fade from a darker tint to a lighter tint, allowing for comfortable vision over a wide range of distance and lighting conditions.

Why might I want interchangeable lenses?

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Frames that have interchangeable lenses let you swap out lenses for different looks and performances.

What are the benefits of mirrored lenses?

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Mirrored lenses have reflective coating that reduces the amount of light passing through to the eye.

How do I find my frame size?

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To find your frame size, measure your features according to this guide:
Eye Size:
Measured from outermost edges of lenses horizontally.
Approx. 40mil - 62mil

Bridge Size:
The distance between lenses.
Approx. 14mil - 24mil

Temple Size:
Length of the temple piece - also known as the arm piece or earpiece.
Approx. 120mil - 150mil

What difference do lens colors make?

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All colors absorb light differently. Lens colors determine which parts of the light spectrum pass through the lens to your eye.

Gray or "smoked" lenses protect eyes from dangerous ultraviolet radiation without distorting colors. They reduce glare and absorb the same quality of light at any wavelength, which makes them good for driving, prolonged wear and general use.

Yellow lenses filter out near-UV blue light while allowing a larger percentage of other frequencies through. Since blue light creates glare, these lenses make everything really bright and sharp. Just don't use them for anything that requires accurate color perception. With yellow lenses, colors are very distorted

Brown lenses are good for general use. Like yellow lenses, they filter out a large proportion of blue light, but they offer greater clarity and contrast, and help you maintain optimal vision even in irregular light.

Green lenses offer the highest contrast and greatest visual acuity of any tint. They also filter some blue light and reduce glare. This filter is recommended for prolonged use in extreme conditions.

Purple and rose lenses offer the best contrast for object against a green or blue background, making them ideal for water sports.

My account

Learn how to create an account, edit your information, reset your password and more.

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How do i create an account?

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Creating an account is fast and easy. And it's a great way to enhance your sunglass shopping experience. Create an account now.

What are the benefits of creating an account?

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Creating an account is convenient way to enhance your shopping experience. You can check out faster, keep track of your complete order history and be among the first to know about new releases, special offers and exclusive events. Create an account now.

How do i change my email preferences or account information?

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To change your email preference or account information at any time, simply log in to your account.

How do i subscribe/unsubscribe to your emails?

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Subscribe for emails at the bottom of this and every sunglasshut.com page. To unsubscribe, do so at the bottom of any email newsletter. If you have a Sunglass Hut account, you can also log in to manage your email preferences.

What do i do if i lost my password?

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Reset your password at any time by visiting the Login page. Enter your email address, click the link 'Forgot Your Password' and then follow the directions.

Company information

Find out where we're located and how to search for store locations around the world nearest you.

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Will the stores be closed during the holiday period?

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Most of our stores will be closed on the following date:

  • Christmas 12/25

Keep this detail in mind when making your order with our Pickup in Store on the same day.

Where can I find your stores?

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We've got nearly 2,000 Sunglass hut locations around the world, including the United States, Canada, the Caribbean, Europe, Australia, New Zealand, Hong Kong, Singapore, Middle East and South Africa. Find one near you.

What is Sunglass Hut's relationship to Luxottica?

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Sunglass Hut is part of Luxottica Group S.p.A. (MTA:LUX), which also includes LensCrafters, Pearle Vision, ILORI and EyeMed.

Where can I learn more about Sunglass Hut?

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To learn more about our history, careers and our involvement in the OneSight organization visit our About Us section.

What is Luxottica’s AODA customer service plan?

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Click here to learn more about our AODA policy.

What are the official retailers of Sunglass Hut products?

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Sunglass Hut operates through these venues ONLY:

  • Sunglass Hut stores
  • sunglasshut.com
  • sunglasshut.com/outlet
  • Sunglass Hut at Macy’s stores
  • macys.com/sunglasshut
  • amazon.com/sunglasshut

Any other stores, websites, Internet auctions, street or flea market vendors, or individual offering Sunglass Hut merchandise did not receive such merchandise from or through Sunglass Hut, and may be selling counterfeit products.

Careers

Learn where to search for jobs and how to apply - both for our corporate office and individual store locations.

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How do I apply for a job?

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We love this question! We're always looking for enthusiastic people with a passion for selling sunglasses in a flexible, fun workplace. Our mission is to serve and inspire with excellence. If that sounds like your thing, search jobs.

How do I learn if a specific store is hiring?

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Call or visit your local Sunglass Hut directly. They'll be happy to hear from you.

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