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Frequently asked questions

MAIN TOPICS

  • Ray-Ban Stories
  • COVID-19 pandemic and eye protection
  • Gift cards & e-gift cards
  • Placing & tracking orders
  • Shipping & Delivery
  • Returns & replacements
  • Sunglass care
  • Ray-Ban customization

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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We’re sorry that something didn’t work out with your glasses.
To return your Ray-Ban Stories 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.

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 warning 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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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 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.

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 should i clean my Ray-Ban Stories glasses?

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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 do the markings on the glasses and charging case batteries mean?

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Please download the attached document which explains how to read these markings.

What shipping methods are available for Ray-Ban Stories?

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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.

What is the WEEE directive?

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We all have a responsibility to protect the environment even when our product reaches the end of its life. That's why we support the WEEE (Waste Electrical and Electronic Equipment) Directive of the European Union (including the UK), which ensures that electrical and electronic equipment is disposed of correctly and in an environmentally friendly way.
The WEEE (Waste Electrical and Electronic Equipment) Directive was created by the European Union and establishes the safe and responsible collection, recycling and recovery of all types of electrical and electronic waste.
The WEEE Directive is European legislation that imposes obligations on all EU Member States and the UK with the aim of minimising the environmental impact of electrical and electronic equipment. Electrical and electronic equipment must be collected and sorted with proper treatment, recovery and disposal in an environmentally sound manner so that the amount of waste going to landfill is drastically reduced

How do i recycle an electronic product?

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In the course of our lives, each of us throws away significant amounts of electrical and electronic equipment. We need to protect the environment by adopting sustainability criteria.Our products may contain hazardous materials which, if not disposed of properly, can have a negative impact on health and the environment. We're committed to the safe recovery of waste electrical and electronic equipment.

This symbol indicates that the product should not be disposed of with household waste, but should be handed over to an appropriate collection facility for recycling. Proper disposal and recycling helps to conserve natural resources, health and the environment. If you have bought one of our Wearables in one of our stores or on our website and want to dispose of your old smart glasses, you can also bring them to one of our stores and we can help you with the disposal. Or you can contact your local authority or waste disposal service. In some stores we offer free collection of small electrical/electronic devices and household batteries for proper disposal, please contact us to find out who is participating or for more information.

The lithium ion rechargeable battery contains hazardous and harmful substances and should NOT be handled or removed.

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 & e-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 Sunglass Hut store locations and David Clulow. 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. Simply enter your gift card or e-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 unique gift card number and PIN number, printed on the back of the card. An e-Gift Card is a virtual gift card that is sent via e-mail and that has its own numbers exactly like a physical card. Both a physical gift card and an e-gift card can be used online or at any Sunglass Hut stores.

Can i make multiple purchases with my gift card?

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Sure you 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. This is valid for the e-gift card too.

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, just follow this link or any Sunglass Hut store using a valid form of payment, including another Sunglass Hut gift card.

To buy an e-gift card,
click here or find it directly in sunglasshut.com. Please note that you cannot purchase an e-gift card and a product on the same transaction.

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

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Unfortunately a Sunglass Hut gift card cannot be returned. So save it. Re-gift it. Or better yet, use it. You can always do with a new pair of sunglasses. Just remember that gift card and e-gift cards expire after 12 months.

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

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You can check your gift card balance online by clicking here. Alternatively you can check in any Sunglass Hut store or by calling our Customer Services team at 0800.026.80.27. Please have you 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 e-mail that was sent to you.

What if i lose my gift card?

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A gift card should be treated just as you treat cash. If you no longer have your gift card then we sadly cannot offer a replacement.

In case of e-gift cards, in case you mistakenly delete the e-mail or cannot find it, please contact customer service in order for them to trigger the e-mail again.

Do i need to spend the exact amount on my gift card/e-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 payment method.

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 and David Clulow stores.

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 e-mail is sent to the recipient informing them of your gift. The e-mail to the recipient shows who the e-gift card is to and who it’s from as well as the gift card amount, the gift card number and the PIN (so that it can be used either online or in-store). As the sender you will also receive an e-mail 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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Our website is essentially an online catalogue. You can browse by brand or search for specific styles. If you can’t find what you are looking for on SunglassHut.com one of our stores may stock the frame you need. You can find their contact details here.

When will I be charged for my order?

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Once you place your order the amount will appear as pending in your account. You’ll be charged for your order as soon as it dispatches from our fulfillment center.

How do I use promotion codes or coupons?

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You can redeem a promo code at the bottom left of the Shopping Bag before proceeding with the checkout process. If you need more instructions or have additional questions, simply give us a call at .

I am having issues adding my promocode. Can you help?

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Make sure there are no spaces left before or after the code and that the specific terms and conditions apply. If you need more instructions or have additional questions, simply give us a call at .

How do I track the status of my order?

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When your order ships from our fulfilment centre, you’ll receive an email confirmation with your UPS tracking number. We recommend you to check this tracking number on UPS.com and to contact them directly if there are any issues with the delivery.

How do I find my order number?

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Your order number will be displayed on screen after the order has been placed successfully. You will also receive a confirmation e-mail that will contain your order details.

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

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The estimated delivery date of all orders placed on our website is 2-3 business days (Monday to Saturday, excluding holidays), as we ship from Italy. Please be aware we are unable to deliver to hotels, PO boxes, military addresses or addresses in the Channel Islands.

Can I purchase on sunglasshut.com/uk and pay later or in three installments?

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Yes, of course you can! You can use Klarna payment method at the checkout.

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 0800 026 80 27 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.

How do I place a group or bulk order?

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First, check out our Corporate and Group Sales page at https://www.sunglasshut.com/uk/trends/sunglass-group-sales. 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.

Shipping & Delivery

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

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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 customer care within seven days of receiving your product. The customer care agent will work with you to return the damaged product and ask if you’d like to place an order for a new pair. There’s no need to wait for your credit or refund to order another pair, but you will not be credited or refunded until the damaged pair is received. The credit will take 3-5 business days (depending on your financial institution)

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 immediately. 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 on , .

How much do you charge for shipping?

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We offer free delivery on all orders made on our website.

Green Shipping

Green shipping option is fulfilled by logistics providers using sustainable solutions to reduce climate impact. Delivery may take up to 7 business days. The providers calculate carbon emissions from pickup to delivery; the carbon emissions are then offset through climate protection projects including reforestation, renewable energy, waste disposal, wind power and others, supported by the logistics providers. The carbon neutral service is verified by a certified auditing company (i.e. Société Générale de Surveillance). Below the list of the Green Shipping Suppliers:

- UPS 

- GLS 

*Some exclusions may apply.

Supported orders: Only the products shipped directly from our warehouse in Sedico are available for Green Shipping.

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

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For security reasons, we're unable to redirect a dispatched package. We apologise 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 I exchange an item purchased online?

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To exchange an item purchased from sunglasshut.com please take the item, along with proof of purchase, to any UK Sunglass Hut store. You have days from the original date of purchase to exchange for another item. You will also need to bring your original method of payment with you. Sunglasshut.com do not currently have an online exchange procedure, however, you are able to return your product for a full refund within days and place a new order for an alternate item.

Can I return a gift that was purchased online?

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You can exchange a gift that was purchased online by visiting one of our UK stores, but a full refund can only be administered to the payment method that was used to purchase the gift. Sunglasshut.com do not currently have an online exchange procedure, however, you are able to return your product for a full refund within days, but please note that the refund will be applied to the original payment method.

What is the status of my return?

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We offer free returns via UPS. Once you have taken your return package to a UPS Drop Off Point, or it has been collected by a UPS driver, you are able to track your package by going to www.ups.com and use the tracking code provided for the return. Return package takes between 5-10 business days to reach our After Sales Centre, plus one extra business day for processing refund.

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 After Sales Centre using our Free UPS Return Shipping.

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

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To find if a style is available in store click on “Find in store” on the product. Then, enter an address or city to search for your nearest store that has the product available.

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 ‘Pick up 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 Pick up in Store service in completely free.

Shipping leading times by product category:

STANDARD

Buy online and pick up in store (product in stock at the store): 2 hours

Buy online and pick up in store (product shipped to store): 3 days

RB REMIX

Ray-Ban Remix items will ship to store via standard delivery 4 business days

Products available for the same-day pick-up depend from in-store stock availability, which may vary. If the style 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.

Returns & replacements

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

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How do I make a return?

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At Sunglass Hut, returns are easy. You can return online purchases to any of our stores, or ship them to us through our Free UPS Return Shipping. You can initiate your return and print your free shipping label here. You'll just need to enter the order number and email address used when placing the order. For more information click here. Please note that:

- In-store purchases may not be returned by mail and must be returned to a store

- Customised products may only be returned in case of warranty assistance (if the product is faulty or defective) after initiating a return procedure with our customer service team at .

How does the sunglass hut replacement discount work?

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We know that accidents happen and that shouldn't mean you can't enjoy your new sunglasses. If damage does occur, bring your frames into store and we'll give you an identical pair with a discount to the value of 50% of your original purchase.

You can enjoy this offer anytime up to 12 months after purchase for sunglasses purchased at a Sunglass Hut store (excluding outlets) in the UK or www.sunglasshut.com/uk

Sunglass Hut products – Brands: Tom Ford, Maui Jim, Fendi, Dior, Gucci, Costa Del Mar Contact our Customer Care, providing the order number or the proof of purchase: they will be able to help you. Online orders: In shop orders: CUSTOMERSERVICE@UK.SUNGLASSHUT.COM or calling us on 0845 034 8843 Mon – Fri: 9 AM – 5.30PM

FOLLOW 3 SIMPLE STEPS

Step 1

Return your damaged sunglasses to any Sunglass Hut UK store (excluding outlets, concessions and airports)

Step 2

Provide your receipt/order confirmation as proof of purchase

Step 3

Exchange the broken sunglasses for a brand new pair receiving a discount of 50% of the original purchase price.

How does the manufacturer warranty and repair works?

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Warranty Claims – GuaranteeSunglass

Hut provides a warranty on its products against breakages caused by material or manufacturing defects, reported within two years from the date of delivery of the products. Scratching of the lenses is regarded as a normal consequence of wear and is not covered by the warranty, unless you can prove that the product was defective at the time of delivery. The guarantee of contractual compliance provided by law for products purchased by consumers shall apply without restriction.

You can request support in the following ways:

Sunglass Hut products – Luxottica brands:

By using any of the below links you will be guided through a few simple steps.

Our Luxottica Support team will be happy to assist you. Please note that, if your request is not covered by the warranty, we will offer you a paid solution, which you will be able to accept or reject.To submit your Support Request, please use the appropriate link below:

- For any Luxottica products https://customersupport.luxottica.com/wcsstore/luxottica.html

Sunglass Hut products – Brands: Tom Ford, Maui Jim, Fendi, Dior, Gucci, Costa Del Mar Contact our Customer Care, providing the order number or the proof of purchase: they will be able to help you. Online orders: In shop orders: CUSTOMERSERVICE@UK.SUNGLASSHUT.COM or calling us on 0845 034 8843 Mon – Fri: 9 AM – 5.30PM

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 will 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 at https://www.sunglasshut.com/uk/sunglasses/store-locations.

To avoid damage, never clean your sunglasses with paper towels or clothing, which can grind dust and fibres 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.

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 at www.sunglasshut.com/uk/sunglasses/store-locations.

How do i find my frame size?

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For the great majority of people, more than 90% of our customers, Standard Size offers the correct fit.

Ray-Ban customization

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How the Ray Ban customization on sunglasshut.com works?

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Sunglasshut.com gives you the opportunity of engrave or fully customise selected Ray-Ban items.

Once you land in the selected Ray Ban product page, Click on the “Design your own” button and you will be able to choose among different combination of frame, lenses, temple tips, cases, engraving in order to receive an unique and personalised pair of sunglasses!

The service is available only for Ray Ban selected styles.

Deliveries will be managed within 7 business days if order is placed within 23.59 pm.

Customised or engraved items cannot be returned except in the rare case that a product is faulty or defective.

Some offensive or branded language may be rejected by our Custom configurator when engraving Ray-Ban products. Examples of what will cause the rejection by the censorship software: profanity words, inappropriate slang, phrases used in order to encourage violence, content that violates another party's trademark or intellectual property rights, among others.

Is it possible to return customised or engraved items?

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Please note that we cannot accept returns for engraved and customised products, except in the rare case that a product is faulty or defective.

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