Frequently asked questions

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Cyber Week and Holiday season update

Have you changed the returns policy for cyber week and the holiday season (December)?

Yes, you can check the return and replacement policy terms here

Is gift wrap available for online ordes?

No gift wrapping is not available.

Can I change my Gift After Christmas?

Yes, you can check the return and replacement policy terms here

Will my order arrive in time for Christmas?

Yes, please check the Shipping conditions and make sure to order on time according to the time frame.

Can I purchase a last minute gift?

Yes, for last minute gifting you can use Omnichannel services. Check the shipping conditions page for further information

Can I customize my gift for holiday season?

Yes, customisation is available on Ray-Ban and selected brands; Make sure to check the return conditions for the customized items;

How can I choose the best pair?

We offer you the opportunity to try on your favourite pair online from anywhere with our innovative tool Virtual Mirror. You can find it directly inside the product page of your favourite pair. Check also the section Find your perfect shades to get suggested on the best pair that suits your features and tastes

Oakley Meta AI Glasses

Learn more about Oakley Meta AI glasses features and configurations.

How long do fully charged glasses last?

A fully charged pair of Oakley Meta HSTN glasses can last up to 5 hours of continuous audio playback, up to 8 hours of typical use and up to 19 hours on standby. The number of hours varies according to how you’re using the features.

How do I pair my glasses with the Meta AI app?

To pair your glasses, open the Meta AI app and make sure you're logged in to your Meta account. If you already have glasses paired to the Meta AI app, go to Settings and tap the ""Add Device"" button on the top right. Then:
1. Select either Oakley Stories or Oakley Meta and proceed until you reach bluetooth pairing (bluetooth permissions must be granted) stage.
2. Make sure your glasses are turned on and placed in the case.
3. Press and hold the pairing button on the back of the case for 5 or more seconds. Release when the case LED pulses a blue light.
4. Your glasses should automatically appear in the app when they're ready to pair.

How can I ask Meta AI about what I see through my Oakley Meta glasses?

You can ask Meta AI questions about what you're looking at by saying "Hey Meta..." and then asking for more information about what you’re looking at. You can say "Hey Meta, look and..." to ask Meta AI to take a photo to use in its response.
You can also take a photo, either using your voice or by using the capture button, and within a few seconds say “Hey Meta…” to ask a question about the photo.
You could ask Meta AI for the English translation of a sign you’re looking at in Italian, for the name of a houseplant you’re looking at, or to write a funny caption for the photo you just took of a dog chasing its own tail. There are lots of things Meta AI can do, and we’re working on expanding that list over time.

How does it work?
When you ask Meta AI questions about what you’re looking at, your glasses will send a photo to Meta’s cloud to be processed with AI. After processing, Meta AI will deliver an audio response on your glasses, and you will be able to review your request, the image, and the response in Meta AI.
All photos processed with AI are stored and used to improve Meta products, and will be used to train Meta’s AI with help from trained reviewers. Processing with AI includes the contents of your photos, like objects and text. This information will be collected, used, and retained in accordance with Meta’s Privacy Policy.

To turn on this feature:
1. From the Meta AI app, tap the gear symbol in the bottom right.
2. Swipe down and tap Meta AI, or select the device you want to manage settings for then tap Meta AI.
3. Tap the toggles next to Meta AI and Camera use to turn this feature on.
4. Follow the on-screen prompts to turn on any necessary features if they’re not already enabled.

How to ask Meta AI about what you see
Here’s just a few examples of what you can do when using your camera with Meta AI.

- Ask about the world around you -
"Hey Meta, describe what I'm seeing."
"Hey Meta, tell me about this monument."
"Hey Meta, translate this text into English."
"Hey Meta, summarize this."

- Take actions on text around you -
You can point at text and say things like:
“Hey Meta, call this phone number.”
“Hey Meta, message this phone number.”
“Hey Meta, scan this QR code.”

- Get gardening tips -
"Hey Meta, how much water do these flowers need?"

- Express yourself -
"Hey Meta, describe this landscape in an inspiring way."
"Hey Meta, write a funny poem about this dog."

Keep in mind, you can also take a picture, either by voice or by using the capture button, and within a few seconds say "Hey Meta…" to ask questions about the world around you.

What's included with my Oakley Meta glasses?

Your Oakley Meta glasses come with the following accessories and user manuals:
- Charging case
- Quick Start Guide
- Safety & Warranty Guide (also downloadable here)
- Instructions for ordering Prescription lenses
- Cleaning cloth

Do I have to use a Meta account to use Meta AI App and glasses?

You need a Meta account to log in to the Meta AI App. Both new and existing users have the option to create a new Meta account, or log in with an existing one. You can create a new account using email, Facebook or Instagram logins. When setting up an account, you'll be asked to provide basic information such as name, birthday and email address.

Where can I find more information on privacy and data related to the Oakley Meta collection and Meta AI App?

Additional privacy or data information is provided in the Meta AI Help Center

How should I clean my Oakley Meta glasses?

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. Gently clean the lenses, camera lens, and the nose bridge charging contacts. Dry off the glasses before putting them back inside the charging case or wearing them.

What do I need to use Oakley Meta glasses?

To operate Oakley Meta glasses you need to connect your glasses with a smart phone and the Meta AI app. Here’s the complete checklist:
- Smart phone with a recently released operating system: Android 10 and above (with location services enabled) or iOS 14.4 and above. See complete list of supported phones here
- Wireless internet access
- USB-C charging plug (if charging from a power outlet and not directly from a USB point)
- A valid Meta account
- Meta AI app (downloadable from your App store here or here by scanning this QR code).

What is autocapture with Garmin?

Pair your glasses with your Garmin device to automatically capture footage based on your performance metrics during an activity (distance, speed, elevation, and heart rate). Post-activity you get a highlight video from the capture session.

The glasses use real-time smart triggers that are based on your performance metrics like: distance, speed, elevation, and heart rate. Autocapture uses smart-triggering and compilation to ensure you get the right amount of captures for both short and long activities. Because of this you cannot choose your own stats to capture.

You can also take your own photos or videos during autocapture, these will get stitched together in the highlight video as well.

You can also take your own photos or videos at any point in time during autocapture; these will also get added into the highlight video created.

Autocapture supports the following Garmin activity types:

1. Walks

a. Hike

b. Walk

2. Runs

a. Indoor Track

b. Run

c. Track Run

d. Trail Run

e. Ultra Run

3. Bike rides

a. Bike

b. Bike Commute

c. Bike Tour

d. Cyclocross

*To enable autocapture, a user must have a compatible Garmin device and have the Meta AI ConnectIQ app downloaded to that device. Most newer Garmin smartwatches and bike computers are supported.

Follow the steps below to set up autocapture with Garmin:

1. Set up Garmin

a. In glasses settings, go to ‘Connected apps’, ‘Garmin’, then follow instructions on screen.

2. Set up autocapture

a. Make sure you have the following permissions enabled under glasses settings > privacy.

i. Cloud media: Glasses settings > Privacy

ii. Meta AI: Glasses settings

b. In glasses settings, go to ‘Media’ then ‘Autocapture’ and choose whether you would like autocapture to start when your Garmin activity tracking starts.

Follow the steps below to turn on autocapture:

Make sure Garmin is connected in settings. You can begin an autocapture two ways:

1. Say “Hey Meta, start autocapture.”

2. If you have “on during Garmin activities” setting on: autocapture will start when you Garmin activity starts

When you start your activity, ensure your activity is synced to Garmin Connect app; you may need to go to Garmin Connect app and manually sync the activity. Once this is done, you should see your activity under the ‘Workouts’ section on the glasses tab of the Meta AI app. If it is not showing here, you can pull to refresh.

If your Garmin activity is showing under ‘Workouts’, in Meta AI app, then you should be able to see the stats on media taken during the activity.

LEARN MORE

- The glasses camera is only on when capture is actively happening. You will hear a sound and see the LED turn on when capture is happening, similar to how capture works outside of autocapture.

- Autocapture battery life varies depending on factors such as weather, if you’re listening to music, and how often you take your own photos/videosYou’ll hear alerts periodically letting you know when your battery is getting lower.

- You can continue to interact with Meta AI and listen to music during autocapture. Certain features, like Live Translation, will require ending autocapture to use.

- Your workout data is shared via account linking between your Meta and Garmin Connect accounts. The data is encrypted and will be deleted whenever the accounts are disconnected.

How do I charge my Oakley Meta glasses?

Charging your glasses
To charge your glasses, put them in the charging case and place it on the nose bridge inside the charging case*. This is the only way to charge the glasses. You'll know your glasses are charging when the case LED blinks after you've docked them and closed the case. You can also see a charging icon in the Meta AI app.
*The first time you charge your glasses you need to remove the protective plastic tab from the metal charging connections on the case.

Charging your case
To charge your charging case, connect the case to a power adapter using a USB-C cable and plug it into the front of the charging case. This is the only way to charge the case. If you're having issues with charging the charging case, please see the Troubleshooting section.

Charging safety
For safety information on charging your Oakley Meta Collections please refer to the Safety and Warranty Guide.

What is the capture LED?

The capture LED is an external facing LED that signals to others when you're taking a photo or video, or when your glasses are first turning on.
If you have additional privacy or data questions, please visit the Meta AI Help Center

How do the audio controls work?

Use the touchpad on the right 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 import media from my glasses to my smart phone?

1. Enable Bluetooth on your phone and pair your glasses and phone via the Meta AI 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-Fi 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 from my smart phone?

Once you’re in the Meta AI 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 turn my glasses on and off?

The power ON/OFF switch is located on the left inner arm of the glasses, near the hinge.
To turn ON: Slide the power switch towards the lens, the notification LED starts blinking white. 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, the notification LED starts blinking red to signal that the glasses have turned off.

How do I take a picture or video using Oakley Meta glasses?

There are two ways to take photos and videos with your Oakley Meta glasses:

1. One-touch control
To take a photo, press the capture button once. The white notification LED will blink and make a sound during the capture.
To record a video, press and hold the capture button to record a 30-second, 60-second or 3-minute 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 3 minutes in Meta AI app settings.

2. Hands-free voice command
When Voice is wake word-enabled, you can use your voice to take a photo or video. Say "Hey Meta, take a photo" or "Hey Meta, 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 Meta AI app within Settings.

What do the lights on my notification led mean?

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

Voice
The notification led will pulse white to let you know voice commands are turned on or wake word has been activated.

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

How do I enable using voice for talking to my Oakley Meta glasses?

You can opt-in to enable voice control in the settings of the Meta AI app. To turn Voice on or off:
1. Open Meta AI and go to setting
2. Tap Voice, then toggle next to Voice Control

Can I talk to my glasses without using the wake word "Hey Meta"?

When Voice is enabled, you can press and hold the touchpad to use it.

What can I do with “Hey Meta”?

You can use "Hey Meta" to answer questions in-the-moment, get information, spark creativity and express yourself hands free, while also taking photos and videos, calling, messaging, controlling media and volume.

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

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

Calling and Messaging
“Hey Meta, call [contact name]."
“Hey Meta, call [contact name] on Messenger/Whatsapp.”
"Hey Meta, send a message to [contact name].”
“Hey Meta, send a message to [contact name] on Messenger/Whatsapp.”

Media and Volume Control
“Hey Meta, pause."
"Hey Meta, next.”
“Hey Meta, stop."
"Hey Meta, resume.”
“Hey Meta, volume up."
"Hey Meta, volume down.”

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

Sharing from Glasses
"Hey Meta, take a picture and send it to [contact name]."
"Hey Meta, take a picture and send it to [contact name] on Messenger/Whatsapp/my phone."

Time & Date
"Hey Meta, what time is it?"
"Hey Meta, what's the date?"

Set a timer
You can set a timer for up to 24 hours in the future using Oakley Meta glasses. You can have up to 3 active timers and can cancel or change timers at any time using voice controls. To use timers, ensure you have notifications turned on, your glasses are connected to your phone with Bluetooth, and you have voice controls enabled.
- To set a timer you can say something like: “Hey Meta, set a timer for 5 minutes.”
- To change a timer you can say something like: “Hey Meta, change my 5 minute timer to 10 minutes.”
- To cancel a timer you can say something like: “Hey Meta, cancel my 30 minute timer.”
- To review active timers you can say something like: “Hey Meta, what are my timers?”

Set reminders
You can set a reminder for up to 3 years in the future using Oakley Meta glasses. You can have up to 3 active reminders and can cancel or change reminders at any time using voice controls. To use reminders, ensure you have notifications turned on, your glasses are connected to your phone with Bluetooth, and you have voice controls enabled.
- To set a reminder you can say something like: “Hey Meta, set a reminder for my doctor’s appointment at noon tomorrow.”
- To change a reminder you can say something like: “Hey Meta, change my reminder for Tuesday to Wednesday.”
- To cancel a reminder you can say something like: “Hey Meta, cancel my reminder for Friday.”
- To review active reminders you can say something like: “Hey Meta, what are the reminders I have set up?”

Create alarms
You can set an alarm for up to 24 hours in the future using Oakley Meta glasses. You can have up to 3 active alarms and can cancel or change alarms at any time using voice controls. To use alarms, ensure your phone is not in “Do Not Disturb” mode and that you have notifications turned on, your glasses are connected to your phone with Bluetooth, and you have voice controls enabled.
- To set an alarm you can say something like: “Hey Meta, set an alarm for 5:30 p.m.”
- To change an alarm you can say something like: “Hey Meta, change my alarm for 6:00 to 7:00.”
- To cancel an alarm you can say something like: “Hey Meta, cancel my alarm for tomorrow morning.”
- To review active alarms you can say something like: “Hey Meta, what are the alarms I have set up?”

Be informed
"Hey Meta, who sang the song “Hey Brother”…Tell me more about the artist."
"Hey Meta, what’s the population of Singapore…Tell me one of the popular dishes there."
"Hey Meta, when was the Washington Monument built? How tall is it?"

Be inspired
"Hey Meta, what’s a fun summer drink to make with mint that isn’t too sweet?"
"Hey Meta, what are some good gift ideas for my kids - ages 6 and 8? They're into arts and crafts."

Be creative
"Hey Meta, write and old school rap about cats."
"Hey Meta, I can't attend a dinner tonight. Can you help me write a polite 1 line message...Send it to [contact name]."

Meta AI and voice commands only in selected countries and languages. Please check local availability.

What accessibility features are available on Oakley Meta glasses?

If you have an accessibility request or an issue with an accessibility related feature, please submit a report in Meta AI Settings via Help & Support.

How to activate voice controls on Oakley Meta glasses?

You can activate voice controls by saying “Hey Meta” on Oakley Meta glasses.

How can I share my view during a video call?

If you’re biking, climbing, or just walking through the grocery store, you can put your phone away and go hands-free while continuing to share video in real-time.
You can share the view from your Oakley Meta glasses while on a Messenger or WhatsApp video call by tapping the glasses symbol on your phone or
double-pressing the capture button on your glasses.
- On a video call, double-press the capture button to switch from phone camera to glasses camera, double press again to switch back
- Once you’re sharing video from glasses camera, you can lock your phone to go hands-free while continuing to share your PoV

How do I set up my Oakley Meta glasses?

WHEN YOU FIRST UNBOX YOUR Oakley GLASSES:
1. Remove the plastic tab between the case and the glasses
2. Make sure your glasses are redocked inside the case
3. Wait until the LED light starts flashing blue
4. Your device is now ready to pair

MANUALLY:
1. Place your glasses inside the case
2. Press and hold the button on the back of the case for at least 5 seconds
3. Wait until the LED light starts flashing blue
4. Your device is now ready to pair

PAIRING YOUR GLASSES WITH YOUR PHONE:
1. Download the Meta AI app from your app store and log in using your Meta account.
2. Turn on the Bluetooth setting on your phone.
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 need to be fully charged before pairing. If you need to charge your glasses, place them inside the charging case and connect the case to a power source before moving on to step 4.
4. Put your glasses into Bluetooth pairing mode. Fold both arms and hold capture button on top of the frames down for 12 secs until LED on the inside of the frames starts blinking 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 Meta AI app to finish setting up your glasses.
6. Enjoy exploring your world in a new way with the Oakley Meta glasses collection.

For illustrated set up instructions, please refer to the Meta AI app.

Are my Oakley Meta glasses waterproof?

Oakley Meta glasses are IPX4 water resistant. IPX4 rating means your glasses are safe even if you get caught in light rain while wearing them. Simply remove the glasses as soon as you can, wipe them completely dry and you're good to go.
The Product is not designed to resist submersion or extended exposure to water or other liquids. In case of water exposure, dry the Product thoroughly and clear the charging areas of residue or other debris.

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

You can find your Oakley Meta glasses collection serial number in two places:
1. In the Meta AI app under: Settings - Select your glasses - Glasses & privacy - Your glasses - About your glasses
2. Printed on the inside of the left temple of your glasses

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

If your glasses aren’t turning on, try the following steps:
1. Make sure the glasses have the power switch turned on by pushing the switch towards the front of the frame. If you see a red dot next to the switch, that means the glasses are OFF.
2. 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 orange (take out "pulsing"). 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.
3. If you’ve tried steps 1 to 2 and your glasses still don’t turn on after several hours of charging, you can request a replacement pair.

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 Meta AI 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?

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

Make sure that:
1. Your glasses are charged and turned on: The power switch should be in the ON position. 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: Place the glasses inside the case then press and hold the button on the backside of the case for 5 seconds. The light blinks blue, indicating that the device is ready to pair. Your glasses will appear in the app when they're in pairing mode, which can take up to 10 seconds.

If your Oakley Meta glasses still don’t appear in the app, complete the following steps:
1. Slide the “On/Off button” first back (Switch Off) and then forward (Switch On)
2.Try quitting the Meta AI 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 meta" with oakley meta collection. What should I do?

When you say “Hey Meta” or "OK Meta", the notification LED will pulse white and an earcon will play to let you know the glasses are ready for your voice command. If you don't get a response to your voice command, check the following:
- Make sure your glasses are on and the battery is charged.
- Check that both Voice and "Hey Meta" are enabled in the settings of Meta AI.
- Make sure there's no background noise that may interfere with voice controls.
- Make sure your phone is within Bluetooth distance of your glasses.

I left my charging case plugged in for a long time (e.g. overnight), and it's still not charged. Why?

While the majority of USB-C chargers should work with the charging case, there are some specific chargers that might not be compatible with the charging case. If you are using one of these incompatible chargers, you might see:
1. A consistent and persistent pulsing orange or green pattern on charging case LED
2. Missing charging icon in Meta AI app.

If you are running into issues with charging your charging case, try connecting another USB-C cable to your case. If the case is still not charging, consider using another adapter.

If the case is still not charging, you can do a reset with the following actions:
1. Take glasses out of case
2. Press and hold the back button on case for at least 16 seconds, or until the LED begins flashing white.
3. Release the button and wait for the LED to stop flashing white.
4. Redock the glasses and plug in the case again to charge.

Why am I having trouble invoking voice commands after setting voice commands up in my app?

- If ‘Hey Meta' or 'OK Meta’ is not responding consistently after setting up voice commands then:
- Go into your glasses' Voice settings in the Meta AI app and check that the Voice toggle is on
- Go into "Hey Meta" preferences from the Voice settings and make sure that the "Hey Meta" toggle is on
- You can also turn on the Wake sound toggle here if it is not already on.
- Try saying 'Hey Meta' or 'OK Meta' again.
- If the wake word was recognized, you should see the LED blink white in response. If the Wake sound toggle is on, you will also hear an earcon in response.
- If that still doesn't work, try toggling off and then back on both the Voice and "Hey Meta" options, and try again.
- If still not working, then another issue with voice commands is going on, likely that a microphone is blocked.

To troubleshoot a mic being blocked resulting in no earcon response from 'Hey Meta or 'OK Meta':
-Turn off toggle in Meta AI appapp
-Try 'Hey Meta' or 'OK Meta' again:
-If working (Earcon response to Hey Meta or 'OK Meta') then user should keep the toggle off

How do I restart my glasses?

To restart your glasses slide the “On/Off button” back (Switch Off) and then forward (Switch On). After your glasses wake up, they will be reconnected to the app within a few minutes. This action will not cause you to lose any on-glasses media or cause the glasses to unpair from the Meta AI App.

If that does not correct the issue, then try force restarting.

How do I force restart my glasses?

To force restart your glasses:
1. Press and hold the capture button at the same time as turning the power switch off (pull the switch back towards the back of the glasses) and then ON (push the switch forward towards the front of the glasses). Then release the capture button.
2. After turning the power switch to ON, release the capture button.
3. It may take a few minutes for your glasses to re-establish a connection with the app.

Force restarting will not delete your captures or require you to repair your glasses through the app.

If your glasses don't reconnect to the app within a few minutes, you may need to unpair the glasses from the Meta AI app and from the list of bluetooth devices on your phone, and then repeat the pairing procedure.

How do I factory reset my glasses?

Warning: This will delete all the captures on your glasses and require you to unpair/ repair your glasses through the app.

To factory reset your glasses:
1. Close the right temple arm.
2. Press the capture button 5 times until the user LED turns orange
3. Press and hold the capture button until the user LED starts flashing
4. Release the capture button and wait for the LED to cycle through white and then green before turning off to indicate factory reset is complete
5. You'll then need to un-pair and re-pair your glasses with the Meta AI app

Can I replace the battery in my glasses or charging case?

No, it's not possible to replace the embedded battery inside the glasses or charging case. If your glasses aren't charging please refer to FAQ What Should I Do If My Glasses Won't Turn On?

Can I use my case to store non-Oakley Meta glasses?

It is not recommended to store non-Oakley Meta glasses inside the charging case .This could result in damage to both the non-Oakley Meta glasses as well as the charging case.

The speaker sound is muffled due to clogged top or bottom speaker meshes. What should I do?

Please follow these steps for speaker mesh cleaning:

Top Speaker Meshes:

1. Moisten the Meshes:

Apply a few droplets of clean water directly onto the top speaker meshes. Ensure the water is evenly distributed across the mesh surface.

2. Position the Glasses:

Place the glasses on a stable surface with the temples open, ensuring the top speaker meshes are facing upward. This position allows the water to act on the residues effectively.

3. Dissolution Time:

Allow the water to sit on the meshes for approximately 15 minutes. This duration helps in dissolving any accumulated residues that may be causing blockage.

4. Cleaning the Meshes:

After the waiting period, gently clean the dissolved residues using a microfiber cloth or a soft-bristled toothbrush. Ensure that the cleaning is thorough but gentle to avoid damaging the mesh.

Bottom Speaker Meshes: Repeat the Process

How can I adjust the stabilisation levels in my videos?

Adjustable stabilization allows you to select the desired level of video smoothness and movement control. You can choose from low, medium, or high stabilization settings, or opt for the auto-select mode, where Meta AI intelligently applies the optimal stabilization level based on the content. Adjustable video stabilisation works in Full HD default video resolution, not offered with High Resolution (3K HD) at launch.

In order to enable it, in the Meta AI app, open device settings. Then, open stabilisation level video settings to change resolution, frame rate or stabilization.

What is higher frame rate recording?

Higher frame rate recording means that you can now capture more frames per second (fps) in a video. For example, recording at 60 fps captures twice as many frames as the current default 30 fps. This results in smoother and more fluid motion in the video, especially when you’re capturing objects or subjects in motion. 60 fps works with Full HD default resolution, not offered with High Resolution (3K Ultra HD) at launch.

In order to enable it, in the Meta AI app, open device settings. Then, open video settings to change resolution, frame rate or stabilization.

How can I take a slow motion video?

You can use your voice to record a slow motion video. Say “ Hey Meta, record in slow motion” or “Hey Meta, take a slo mo video” To stop, simply say “Hey Meta, stop”.

On Oakley Meta Vanguard, you can set up your action button to initiate a hyperlapse.

Slow motion playback is available in HD (720p+) at 120 frames per second.

Users can capture up to one minute, the slow motion playback is at 4x. For example, a one minute video will result in a slow motion video of four minutes.

Adjustable playback speed is not supported.

Editing a slow motion video post capture is not supported in the Meta AI app.

How can I take a hyperlapse video?

You can use your voice to record a hyperlapse video. Say “Hey Meta, start a hyperlapse ” to start recording and say “Hey Meta, stop” when you want to stop the capture.

On Oakley Meta Vanguard, you can set up your action button to initiate a hyperlapse.

Hyperlapse is recorded in up to default Full HD (1080+) at 15 frames per second and the final output is played back at 30 frames per second.

You can record a hyperlapse up to 30 minutes. The final output is compressed 10x. For example, a 10 minute capture will result in a hyperlapse video of 1 minute.

Adjustable playback speed is not supported.

Editing a hyperlapse video post capture is not supported in the Meta AI app.

What do I do if the glasses show as disconnected (have a slash through them) on my Garmin?

Open the Meta AI app, ensure you are wearing your glasses, and that they are powered on.

If this doesn’t work, you can go to glasses settings and relink your Garmin account and device.

How can I pair with my Garmin devices?

To connect/disconnect an app

1. Open the Meta AI App while the glasses are on

2. Tap the Glasses icon

3. If you have multiple devices paired with the Meta AI mobile app, swipe left or right to select the device you want to use

4. Tap Settings

5. Tap Connected apps

6. Tap Garmin

7. Tap Connect or Disconnect then follow the on-screen instructions.

Ray-Ban Meta AI Glasses

Learn more about Ray-Ban Meta AI glasses features and configurations.

How do I return my Ray-Ban Meta AI glasses?

Returns are rare for Ray-Ban Meta AI glasses so we’re sorry that something didn’t work out with your purchase.

There are two ways to return your Ray-Ban Meta AI glasses.

MAIL

To return your AI glasses 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 Meta 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 AI glasses in store please complete the following steps:

1. Import all of your captures to your phone or the Meta View app.

2. Factory reset the glasses to remove your personal data and delete your captures.

3. Turn off the glasses.

4. 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. If the box is no longer available or in a suitable condition, a member of the store will take care of it directly.

5. 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 shipping methods are available for Ray-Ban Meta AI glasses?

Choose between Standard and Expedited shipping in all supported countries. Our Collect in store service is available in select locations. The shipping methods available for your address will be visible at checkout. For full details please refer to our Shipping Policy.

What do I need to use Ray-Ban Meta AI glasses?

To operate Ray-Ban Meta AI glasses you need to connect your glasses with a smart phone and the Meta View App.

Here’s the complete checklist:

• Smart phone with a recently released operating system: Android 10 and above (with location services enabled) or iOS 14.4 and above. See complete list of supported phones here.

• Wireless internet access

• USB-C charging plug (if charging from a power outlet and not directly from a USB point)

• A valid Meta account

• Meta View App (downloadable from your App store here or by scanning this QR code)

What's included with my Ray-Ban Meta AI glasses?

Your Ray-Ban Meta AI glasses come with the following accessories and user manuals:

- Charging case

- Quick Start Guide

- Safety & Warranty Guide (also downloadable here)

- Instructions for ordering Prescription lenses

- Cleaning cloth

How do i adjust the volume on my glasses?

You can use the following gestures on the touchpad on the right temple of your glasses to control audio playback and adjust volume:

- 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 to your audio source via Bluetooth.

Adaptive Volume

Adaptive Volume will adjust the system volume based on environmental noise levels. The system volume will automatically increase in response to high environmental noise and decrease in quieter settings.

To turn Adaptive Volume on:

1. Open the Meta View app on your phone.

2. Tap Settings in the bottom right.

3. Tap Audio

4. Toggle on Adaptive Volume

What can I do with “Hey Meta”?

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

Photo Capture

“Hey Meta, take a photo.”

“Hey Meta, take a picture.”

Video Capture

“Hey Meta, start a video."

“Hey Meta, start recording”

“Hey Meta, record a video now.”

"Hey Meta, take a video.”

“Hey Meta, end video.”

“Hey Meta, stop video.”

Calling and Messaging

“Hey Meta, call [contact name]."

“Hey Meta, call [contact name] on Messenger/Whatsapp.”

"Hey Meta, send a message to [contact name].”

“Hey Meta, send a message to [contact name] on Messenger/Whatsapp.”

Media and Volume Control

“Hey Meta, pause."

"Hey Meta, next.”

“Hey Meta, stop."

"Hey Meta, resume.”

“Hey Meta, volume up."

"Hey Meta, volume down.”

Battery status

“Hey Meta, battery status."

"Hey Meta, how much battery is left?”

Sharing from Glasses

"Hey Meta, take a picture and send it to [contact name]"

"Hey Meta, take a picture and send it to [contact name] on Messanger/Whatsapp/my phone"

Time & Date

"Hey Meta, what time is it?"

"Hey Meta, what's the date?"

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

Which languages does "Hey Meta" support?

Most functional voice commands operate in English, French, Spanish and Italian.

Do I need WiFi access to use Ray-Ban Meta AI glasses?

Your glasses use Wi-Fi in two different ways:

1. For normal use, the app connects to your Wi-Fi network.

2. When importing captures or installing firmware updates, the app will connect directly to your glasses' temporary Wi-Fi network.

How do I switch the Meta account associated with my Ray-Ban Meta AI glasses? / Can someone else use my Ray-Ban Meta AI glasses after me?

Ray-Ban Meta AI glasses can only pair with one Meta account at a time. If you want to sell or give your glasses to someone else, you'll need to complete a factory reset. You can do this yourself, or alternatively the person receiving the glasses will be prompted to complete a factory reset when they attempt to log in with their account.

When Ray-Ban Meta AI glasses go through a factory reset, it permanently erases all captures and any associations between the glasses and your Meta Account.

To factory reset, take the following steps:

a. Make sure the glasses are fully powered on and not in use

b. Slide and hold the power switch all the way to the right, while you press and hold the capture button

c. When the notification LED turns solid orange, first release the capture button followed by the power switch

d. Factory reset is complete when the notification LED turns off

Can I pair my Ray-Ban Meta AI glasses with more than one Meta account?

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

How do I charge my Ray-Ban Meta AI glasses?

Charging your glasses

To charge your glasses, put them in the charging case and place it on the nose bridge inside the charging case*. This is the only way to charge the glasses. You'll know your glasses are charging when the case LED blinks after you've docked them and closed the case. You can also see a charging icon in the Meta View app.

*The first time you charge your glasses you need to remove the protective plastic tab from the metal charging connections on the case.

Charging your case

To charge your charging case, connect the case to a power adapter using a USB-C cable and plug it into the front of the charging case. This is the only way to charge the case.

Charging safety

For safety information on charging your Ray-Ban Meta AI glasses Collections please refer to the Warranty and Safety Guide.

Discover more on the energy consumption

You can find below more details on the energy consumption related information required by the ecodesign regulation.

Applicable test modes & power consumption:
1. Off mode: (1) 0.04 W
2. Standby mode: N/A since BT is pre-requisite for device setup
3. Networked standby mode 1 (BT: On, Wi-Fi: Off): (2) 0.25 W
4. Networked standby mode 2 (BT: On, Wi-Fi: On): (3) 0.26 W
Period after device enters networked standby: within 10 minutes after user inactivity

How do I take a picture or video using Ray-Ban Meta AI glasses?

There are two ways to take photos and videos with your Ray-Ban Meta AI glasses:

1. One-touch control

To take a photo, press the capture button once. The white notification LED will blink and make a sound during the capture.

To record a video, press and hold the capture button 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 Meta View App settings.

2. Hands-free voice command

When Voice is wake word enabled, you can use your voice to take a photo or video. Say "Hey Meta, take a photo" or "Hey Meta, 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 Meta View app within Settings.

How do I enable using voice for talking to my Ray-Ban Meta AI glasses?

You can opt-in to enable voice control in the settings of the Meta View app. To turn Voice on or off:

1. Open Meta View and go to setting

2. Tap Voice, then toggle next to Voice Control

Something went wrong while trying to make a call or send a message with my Ray-Ban Meta AI glasses. What should I do?

When attempting to make a call or send a message, you may receive a message stating: “Something went wrong. Double-check that Messenger and Bluetooth are connected.”

If you see this message while trying to make a call or send a message on Messenger, try the following steps to fix the issue.

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 Meta View

To disconnect Messenger:

1. Open Meta View app 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 Meta View and tap your profile picture in the top right.

2. Tap Calling and messaging then tap Connect Messenger.

How should I clean my Ray-Ban Meta AI glasses?

Do I have to use a Meta account to use the Meta View App and AI glasses?

You need a Meta account to log in to the Meta View App. Both new and existing users have the option to create a new Meta account, or log in with an existing one. You can create a new account using email, Facebook or Instagram logins. When setting up an account, you'll be asked to provide basic information such as name, birthday and email address.

How do I livestream?

First, make sure your glasses are on, have finished startup, and that you're wearing them.

Then:

1. On your phone, open Facebook or Instagram

2. Tap the plus button

3. Swipe to ""Live""

4. After a few seconds you'll hear a sound, and a green widget in the app will show that your glasses are connected

5. On your glasses, double-press the capture buttton to switch between your phone and glasses cameras

6. Tap the button in the app to begin your live video

Tip: You can switch between cameras at any time, before or during a live video, by double-pressing the capture button on your glasses.

Note: The Livestream feature is only available on Ray-Ban Meta Gen 1 until 2026.

How do I pair my glasses with the Meta View app?

To pair your glasses, open the Meta View app and make sure you're logged in to your Meta account. If you already have glasses paired to the Meta View app, go to Settings and tap the ""Add Device"" button on the top right. Then:

1. Select either Ray-Ban Stories or Ray-Ban Meta and proceed until you reach bluetooth pairing (bluetooth permissions must be granted) stage.

2. Make sure your glasses are turned on and placed in the case.

3. Press and hold the pairing button on the back of the case for 5 or more seconds. Release when the case LED pulses a blue light.

4. Your glasses should automatically appear in the app when they're ready to pair.

How do the audio controls work?

Use the touchpad on the right 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.

Can I talk to my glasses without using the wake word "Hey Meta"?

When Voice is enabled, you can press and hold the touchpad to use it.

What does the auto-fix feature do?

The autofix feature allows your glasses to correct pictures automatically by cropping the image where there is a partial occlusion (hats or hair) and adjusting the lighting. Autofix is applied by default to media imported to the Meta View app and is visible in the Home and Gallery sections. You can always choose to remove the corrections and revert to the original version.

How can I stream Apple Music from my phone to my AI glasses?

Stream Apple Music from your phone to your smart glasses, and control audio playback using touch and voice controls.

To turn on Apple Music

From the Meta View app, tap the gear symbol in the bottom right
Tap Apple Music
Tap Connect Apple Music

Touch controls

Use the following gestures on the glasses touchpad.

- Tap and hold to play a recommendation from Apple Music

- 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

Voice controls

If you’ve enabled voice controls in Meta View, you can control playback and use your voice to search by saying the following phrases:

Start by saying “Hey Meta...”

- Play Apple Music

- Pause

- Skip

- Volume up/down

- Play… (name any song, album, artist, playlist or station)

When you close your glasses, audio streaming will be paused. When you reopen the glasses, they will reconnect to your audio source via Bluetooth.

How can i make sure my glasses are always up to date?

You can check whether your glasses are up to date or update them by going to Settings > Your glasses > Glasses update at any time.

How long do fully charged glasses last?

Your Ray-Ban Meta glasses have a different charge lifecycle based on the generation.

1) Ray-Ban Meta:
Fully charged glasses last up to 4 hours for moderate usage and up to 3 hours with continuous audio streaming and voice assistance. This may vary with use and other factors.

2) Ray-Ban Meta gen 2:
Fully charged glasses last up to 8 hours for moderate usage and up to 5 hours with continuous audio streaming and voice assistance. This may vary with use and other factors.

What’s the difference between Ray-Ban Meta (Gen 2) and Ray-Ban Meta?

Ray-Ban Meta gen 2 is an upgraded version of Ray-Ban Meta, offering improvements in video quality, battery life and smart features:
1) Improved Video Quality- Ray-Ban Meta gen 2 captures at 2203 x 2938 (6.5MP) vs 1360 x 1880 (2.6MP) on Ray-Ban Meta.
2) Longer Battery Life
- Ray-Ban Meta gen 2 has a battery life of up to 8 hours (vs up to 4 hours on Ray-Ban Meta).
- Ray-Ban Meta gen 2 has up to 19 hours of standby (vs up to 12.5 hours on Ray-Ban Meta).
- Ray-Ban Meta gen 2 has up to 5.3 hours of calling (vs up to 4 hours on Ray-Ban Meta) and up to 5 hours of music playback (vs up to 3.5 hours on Ray-Ban Meta).
3) Style & Product Range: same styles and fit options (Wayfarer Regular and Large sizes, Headliner high and low bridges, Skyler).
- Ray-Ban Meta gen 2 adds visual differentiation: the inner temple shows ""(gen 2)"" marking

What is the capture led?

The capture LED is an external facing LED that signals to others when you're taking a photo or video, or when your glasses are first turning on.If you have additional privacy or data questions, please visit the Meta AI Help Centre

How can I share my view during a video call?

If you’re biking, climbing, or just walking through the grocery store, you can put your phone away and go hands-free while continuing to share video in real-time.
You can share the view from your Ray-Ban Meta glasses while on a Messenger or WhatsApp video call by tapping the glasses symbol on your phone or double-pressing the capture button on your glasses.
- On a video call, double-press the capture button to switch from phone camera to glasses camera, double press again to switch back
- Once you’re sharing video from glasses camera, you can lock your phone to go hands-free while continuing to share your PoV

How can I ask Meta AI about what I see through my Ray-Ban Meta glasses?

How to ask Meta AI about what you see
Here’s just a few examples of what you can do when using your camera with Meta AI.

- Ask about the world around you -
"Hey Meta, describe what I'm seeing."
"Hey Meta, tell me about this monument."
"Hey Meta, translate this text into English."
"Hey Meta, summarize this."

- Take actions on text around you -
You can point at text and say things like:
“Hey Meta, call this phone number.”
“Hey Meta, message this phone number.”
“Hey Meta, scan this QR code.”

- Get gardening tips -
"Hey Meta, how much water do these flowers need?"

- Express yourself -
"Hey Meta, describe this landscape in an inspiring way."
"Hey Meta, write a funny poem about this dog."

Keep in mind, you can also take a picture, either by voice or by using the capture button, and within a few seconds say "Hey Meta…" to ask questions about the world around you.

*Ask Meta AI about what you see is currently available in English in the US, Canada and Australia.

How can I share to Instagram Stories from Ray-Ban Meta glasses?

You can share photos you capture with Ray-Ban Meta glasses to Instagram Stories.
To share to Instagram Stories, make sure you have turned on voice interactions and connected your Instagram profile to the Meta AI app.

1. To connect your Instagram profile to the Meta AI app. From the Meta AI app, tap the gear symbol in the bottom right corner.
2. Tap Communication, or select the glasses you want to manage settings for then tap Communication.
3. Tap Connect next to Instagram.
4. Follow the on-screen instructions to connect your Instagram profile.

The Instagram profile you connect to the Meta AI app will be the profile that is currently active on the Instagram app on your mobile device. If you switch profiles on the Instagram app, you may lose connection between Meta View and your Instagram profile.

You can disconnect your Instagram profile from the Meta AI app at any time. Doing so will not remove any Stories you’ve shared from your glasses.
To disconnect your Instagram profile from the Meta AI app:
1. From the Meta AI app, tap the gear symbol in the bottom right corner.
2. Tap Communication, or select the glasses you want to manage settings for and then tap Communication.
3. Tap Instagram.
4. Tap Disconnect Instagram.

Here are a few examples of what you can say to share from your glasses to Instagram Stories:
- Say “Hey Meta, post a photo to Instagram” to take a new photo and add it to your Story.
- Say “Hey Meta, share my last photo to Instagram” to share the last photo you’ve taken to your Story.

Please note you will not be able to preview or edit media before sharing it to Instagram Stories. However, any media you share to Stories will be available to view in the Meta AI app. The audience for your Story is determined by whether or not your Instagram profile is set to private or public. You can delete Stories you share to Instagram from the Instagram app.

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

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

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

If your Ray-Ban Meta glasses still don’t appear in the app, complete the following steps:
1. Slide the “On/Off button” first back (Switch Off) and then forward (Switch On)
2.Try quitting the Meta AI app and reopening it.

If you’re still unable to pair to the app during setup, please contact Customer Care [link "customer care" to contact us page https://www.ray-ban.com/usa/contact-us]

I'm having issues using "hey meta" with ray-ban meta collection. what should i do?

- Make sure your glasses are on and the battery is charged.

- Check that both Voice and "Hey Meta" are enabled in the settings of Meta AI.

- Make sure there's no background noise that may interfere with voice controls.

- Make sure your phone is within Bluetooth distance of your glasses."

Why am i having trouble invoking voice commands after setting voice commands up in my app?

'-If ‘Hey Meta' or 'OK Meta’ is not responding consistently after setting up voice commands then:

- Go into your glasses' Voice settings in the Meta AI app and check that the Voice toggle is on

- Go into "Hey Meta" preferences from the Voice settings and make sure that the "Hey Meta" toggle is on

- You can also turn on the Wake sound toggle here if it is not already on.

- Try saying 'Hey Meta' or 'OK Meta' again.

- If the wake word was recognized, you should see the LED blink white in response. If the Wake sound toggle is on, you will also hear an earcon in response.

- If that still doesn't work, try toggling off and then back on both the Voice and "Hey Meta" options, and try again.

- If still not working, then another issue with voice commands is going on, likely that a microphone is blocked.

To troubleshoot a mic being blocked resulting in no earcon response from 'Hey Meta or 'OK Meta':

-Turn off toggle in Meta AI appapp (TBD on where it will live/description)

-Try 'Hey Meta' or 'OK Meta' again:

-If working (Earcon response to Hey Meta or 'OK Meta') then user should keep the toggle off

I received a wi-fi error while trying to install an update. what should i do?

Here are some things you can try if tapping the “Try again” button isn’t helping:

1. On your phone, close the Meta AI app and reopen it.

2. Turn off your glasses, turn them on again, and wait until the green LED has turned off before trying again.

3. Turn off Bluetooth and Wi-Fi on your phone and turn them on again.

4. Restart your phone.

5. If you have already set up your glasses go into Settings > Glasses and privacy > Your glasses and unpair your glasses from the app and then remove them from your phone’s Bluetooth setting. Then try again.

6. Press and hold the capture button, then turn off your glasses, turn them on again, release the capture button.

How do i restart my glasses?

How do i force restart my glasses?

To force restart your glasses:

1. Press and hold the capture button at the same time as turning the power switch off (pull the switch back towards the back of the glasses) and then ON (push the switch forward towards the front of the glasses). Then release the capture button.

2. After turning the power switch to ON, release the capture button.

3. It may take a few minutes for your glasses to re-establish a connection with the app.

Force restarting will not delete your captures or require you to repair your glasses through the app.

How do i factory reset my glasses?

Warning: This will delete all the captures on your glasses and require you to unpair/ repair your glasses through the app.

To factory reset your glasses:

1. Close the right temple arm.

2. Press the capture button 5 times until the user LED turns orange

3. Press and hold the capture button until the user LED starts flashing

4. Release the capture button and wait for the LED to cycle through white and then green before turning off to indicate factory reset is complete

5. You'll then need to un-pair and re-pair your glasses with the Meta AI app"

People can’t hear me on calls. what should i do?

If people on a call have trouble hearing you (audio is broken, choppy, or extremely quiet), the microphones on your glasses may need to be adjusted.

Follow these troubleshooting steps:

1. From the Meta AI app, tap the settings gear in the bottom right

2. Tap Glasses & privacy, or tap your glasses then tap Glasses & privacy

3. Tap Your glasses

4. Tap Microphone troubleshooting

5. Tap the toggle next to Microphone adjustment to turn this setting on

6. Try to call someone again with the toggle already turned on. Please do not turn the toggle on or off mid-call. Turn the toggle on or off before the call. Turning the toggle on or off mid-call can impact the call audio

If people on a call can hear you better now, keep Microphone adjustment turned on permanently for the best experience.

If people on a call are still having trouble hearing you, turn Microphone adjustment off and try unpairing and re-pairing your glasses.

How can I unpair and re-pair Ray-Ban Meta Glasses with the Meta AI app?

In some cases, you may need to unpair and re-pair your Ray-Ban Meta Glasses with the Meta AI app. Unpairing your glasses will not change or erase any settings.

To unpair your glasses from the Meta AI app:

1. From the Meta AI app, tap the gear symbol in the bottom right.

2. Tap Your glasses, or select the device you want to manage settings for then tap Your glasses .

3. Tap General.

4. Tap Unpair glasses.

5. Tap Unpair.

To re-pair your glasses with the Meta AI app:

1. Remove your glasses from the case.

2. Turn your glasses on by sliding the power switch on the left frame towards the front of the glasses.

3. Dock the glasses inside the case.

4. When the case LED starts flashing blue, your device is ready to pair with the Meta AI app. If your device does not automatically go into pairing mode, you can manually turn pairing mode on by pressing and holding the button on the back of the case for at least 5 seconds.

5. From the Meta AI app, tap the gear symbol in the bottom right.

6. Tap Add device in top right and follow the on-screen instructions.

Keep in mind, Ray-Ban Meta Glasses can only pair with one Meta account at a time. You'll need to factory reset your glasses before someone else can pair them to their account.

Gift cards

Read everything you need to know about buying them and using them.

Can I purchase a gift card in-store and online?

Yes. You can purchase a physical gift card in store or e-gift card online. Read the terms and conditions for more details.

How will I get refunded for purchases made with a gift card?

Refunds may be offered in the following ways: For returns of product/s purchased online via e-Gift card, the refund amount will be credited back to the e-Gift card (unless after expiration). For returns of product/s purchased online via a physical Gift card, the refund amount will be credited to a new e-Gift card with a new expiry. For returns of product/s originally purchased in store, the refund amount will be credited to a new physical Gift Card with a new expiry. Read our Returns Policy for more information. If your purchase was placed with multiple payment methods including a gift card, the refund will be re-issued accordingly.

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

Go online to https://www.sunglasshut.com/au/gift-card-20500001613727
Select the card value and quantity
Add to bag and check out
An email will be sent with your e-Gift card details

Can I use afterpay to purchase a gift card?

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

Our online gift cards are e-gift cards and therefore you will recieve an email after placing your order with your card details. Allow 2 hours.

What if I lose my gift card?

You can check your Git Card balance here. Our store teams can also check your balance in store.

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

You can view our full terms and conditions here.

Can I use my gift card online and in-store?

Yes, just present your gift card in-store (at participating stores) or for online sales in Australia and New Zealand. Please make sure to provide the 17-digit or 22 digit code from your gift card at checkout. Note you cannot purchase a gift card with an existing gift card.

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

Only one E-gift card can be purchased in any one transaction. You can place further transactions as needed.

Can I purchase a e-gift card and frames in one order?

You will need to place the orders in two separate transactions; one for the E-gift card and one for your frames.

Can I return a gift card?

Unfortunately, a Sunglass Hut gift card cannot be returned. The expiry date for Australian and New Zeland gift cards is 3 years. So, save it. Re-gift it. Or better yet, use it. You can always go for a new pair of sunglasses.

How will I get refunded for online purchases made with a gift card?

Our gift cards are single loaded and cannot be recharged. If we have cancelled your order or you are returning items purchased with a Sunglass Hut gift card, please contact our Customer service team who will help re-issue the refund credits in a replacement gift card that will be express posted to you. If the purchase was placed with multiple payment methods including gift card, the refund will be re-issued accordingly. Please note: Purchases made through gift cards cannot be returned in store.

Having trouble purchasing or redeeming gift card?

Please contact our customer care team on:

For AU: customercare@sunglasshut.com.au

For NZ: customercare@nz.sunglasshut.com.au

See terms and conditions here: https://www.sunglasshut.com/au/gift-card-20500001613727

Placing & tracking orders

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

What forms of payment do you accept?

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

MasterCard
Visa
American Express
PayPal®
AfterPay
Sunglass Hut Gift Cards
ApplePay

We do not accept:

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

When will i be billed for my order?

You will be billed for your order as soon as an order has been placed.

Where are my items manufactured?

All Sunglass Hut products are currently manufactured in Luxottica facilities in Italy, China, the United States, Brazil and India.

We ensure that work is carried out following the highest industry standards in terms of quality and safety.

For specific information on where your style was manufactured, please refer to the arm of your glasses.

Can I combine a gift card with other payment methods?

Yes, you can combine Sunglass Hut Gift Card with Paypal, Afterpay and any Credit Card.

How much will I be charged for gst?

The GST in Australia is 10% and in New Zealand it is 15% which is included in the product price on the website.

How do I use promotion codes or coupons?

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?

Unfortunately we are unable to cancel orders or offer partial refunds. Instead, we encourage you to initiate a return within 30 days with our complimentary returns label & reorder your item with the promotion code. For more information on returns, please see here.

What if the promotion code did not apply properly?

Please give a call to our Customer Service Team and they would be happy to help.

For Australian orders - Please give us a call at or email us at .

How do I track the status of my order?

As soon as your order leaves our fulfillment centre, you will receive an email confirmation with a link to track the status of your order.

How do I find my order number?

Your order number will be displayed on the website once your order has been placed. Additionally, you will receive a confirmation email that contains your order number.

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

Sunglass Hut offers several delivery services with varying timeframes. For the most accurate delivery times and to see which services are available within your area, please refer to the checkout page at cart. You can also view our Shipping and delivery page for more detailed information.

Can I change or cancel an existing order?

We cannot cancel an order once it has been placed. Please simply return the order once received for a full refund, using the free returns service.Click and Collect orders can be cancelled in store at the time of pickup.

Is the information I give you secure?

Yes. Sunglasshut.com uses industry standard encryption to ensure your private information is protected. For more information on our Privacy Policy, please see here.

How does PayPal® work?

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.

How do I contact PayPal® customer service?

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 call on 1800 073 263.

How does Afterpay work?

Afterpay is a service that allows you to shop and pay for them in four equal payments made every 2 weeks without any interest.

Simply shop online and add items to your shopping bag and checkout as normal. At the checkout choose Afterpay as your payment method. First-time customers will need to register with Afterpay and provide payment details, as usual, returning customers simply log in to make their purchase. It’s that easy!

Please note that all items in your shopping bag must be eligible for Afterpay. A minimum purchase amount may apply, and you must meet additional eligibility requirements to qualify.

Where are my items shipped from?

In order to ensure our efficient delivery times, Sunglass Hut has an advanced distribution network with locations all over the world. When you order from Sunglass Hut, you'll receive a confirmation email after your order ships which includes information about your order, including shipping and tracking details.

Check the status of your orders and shipments using our Order Status tool here.

Delivery considerations

You can view our Shipping and delivery page for more detailed information.

Shipping & Delivery

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

What are the shipping options on Sunglasshut.com?

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

Orders placed via standard delivery can be shipped to PO Boxes and Parcel Lockers.Express Delivery is not available for P.O. Boxes or Parcel Lockers.

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

We offer Click and Collect at selected Sunglass Hut stores for free. For further information, please see our Shipping and Deliveries section here.

How much do you charge for shipping?

Sunglass Hut provides free standard delivery on every standard order across Australia and New Zealand. Complimentary Click and Collect service is available at select Sunglass Hut stores. Check service availability for your area during checkout.

Express Delivery of 1-2 business days is available in Australia for $11.95. Available only in selected areas.

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

Unfortunately, we're unable to redirect a shipped package. We apologise for any inconvenience. If our provider 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.

What is the delivery time to P. O. box address?

Please allow an additional 2 days delivery for metro PO boxes and 3-4 additional days for rural PO boxes.

How do I send items to multiple addresses?

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

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

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.

What do I do if a product arrives damaged?

If your item(s) have arrived damaged, simply return your purchases in store or by shipping them to our Fulfillment Center using our Free Return Shipping as soon as possible.

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

Please contact our Customer Service Team and they would be happy to help.For Australian orders - Please give us a call at or email us at

What is the last date I can place and order so that it arrives by Christmas?

For details on our Christmas deliveries please visit our shipping and deliveries page here.

Returns, replacements & exchanges

Read all the fine print and learn how to return, replace or exchange an order. Please note the below policies do not apply to Myer purchases. Please view the Myer returns policy for any purchases in store a Myer or at Myer.com.

What is your return policy?

Please visit our Return, replacements and exhanges page for our full return policy.

Can I return a gift that was purchased online?

Our Free Returns policy lets you return your item within days of the delivery date by mailing your purchase back to our Fulfilment Centre at no additional cost.

Returning online purchases by mail is super easy and always free. For detailed instructions on how to return your order via mail, please refer to the Return Policy page.

Please note that store purchases may not be returned by mail and must be returned to a store.

1 Item(s) must be returned within your original country of purchase.

2 Item(s) must be returned with a proof of purchase, in 'as new' and undamaged condition with the original packaging, unless you are returning under warranty.

3 Proof of purchase refers to a store receipt, or a Tax Invoice/Shipping Confirmation email.

4 Item(s) must be returned within 14 days of delivery date.

5 Change of Mind policy does not apply if you have broken or damaged the sunglasses in any way. It cannot be used in conjunction with any other offer, discount or promotion.

6 We cannot accept returns for engraved or Custom products due to change of mind, except when a product is faulty or defective.

7 For purchases made with a gift card, a new gift card with the full refund amount will be loaded and mailed. Online purchases made with a gift card cannot be returned in store & must be returned via mail.

8 Refunds will be issued in the same form as your original payment method and will appear as a credit on your billing statement according to your card provider. Credits can take up to 5 business days to process to your original payment method. This depends on your individual bank processing time as well as the payment method used.

9 Sunglasshut.com purchases may not be returned to a Sunglass Hut store inside of Myer. If a purchase was made at www.myer.com.au please refer to www.myer.com.au for returns instruction.

10 No refunds will be given for the purchases of gift cards.

11 Please take note of your tracking number, as your return request will only be processed when the item is received at our distribution center. You accept responsibility of the return until it is received at our distribution center.

12 Sunglass Hut products are guaranteed for a period of twenty-four months from the date of purchase against all manufacturing defects. Refer to warranty T&Cs below.

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

For details on how you can return your item please visit our Return, replacements and exhanges page.

What is the status of my return?

Our free return service is trackable. Simply, go to https://auspost.com.au/mypost/track/ and enter the article number printed on the receipt in the Search field. You can track and confirm if we have received your package. Your return will be processed in 5-10 business days from the date we receive your package.

How will I get refunded for purchases made with a prepaid visa/mastercard?

Returning items purchased with a prepaid visa or mastercard will have the credits refunded back to the original payment method. Once the refund has been processed, we are unable to reverse or re-issue funds to a different card, account, or payment method if you no longer have the card in your possession. Please register and hold onto your prepaid visa or mastercard until you are outside our return policy.

What is your warranty policy?

You can find our full warranty policy here.

What is your replacement coverage?

You can find out how you can replace your sunglasses here.

Change of mind returns

Find out more about our change of mind returns here.

Return guideline

Item(s) must be returned within your original country of purchase.
Item(s) must be returned with a proof of purchase, in 'as new' and undamaged condition with the original packaging, unless you are returning under warranty.
Proof of purchase refers to a store receipt, or a Tax Invoice/Shipping Confirmation email.
Item(s) must be returned within days.
Change of Mind policy does not apply if you have broken or damaged the sunglasses in any way. It cannot be used in conjunction with any other offer, discount or promotion.
We cannot accept returns for engraved or Custom products due to change of mind, except when a product is faulty or defective.
For purchases made with a gift card, a new gift card with the full refund amount will be loaded and mailed. Online purchases made with a gift card cannot be returned in store & must be returned via mail.
Refunds will be issued in the same form as your original payment method and will appear as a credit on your billing statement according to your card provider. Credits can take up to 5 business days to process to your original payment method. This depends on your individual bank processing time as well as the payment method used.
Sunglasshut.com purchases may not be returned to a Sunglass Hut store inside of Myer. If a purchase was made at www.myer.com.au please refer to www.myer.com.au for returns instruction.
No refunds will be given for the purchases of gift cards.
Please take note of your tracking number, as your return request will only be processed when the item is received at our distribution center. You accept responsibility of the return until it is received at our distribution center.
Sunglass Hut products are guaranteed for a period of twenty-four months from the date of purchase against all manufacturing defects. Refer to warranty T&Cs below.

Exchanges

For information on exchanges click here.

Instructions for returns

For details on how you can return your item please visit our Return, replacements and exhanges page.

Custom returns

Please visit our Return, replacements and exhanges page for our full return policy.

Return disclaimers

Please note that the benefits given to you under our Return Policy are in addition to other rights and remedies you have under the Australian Consumer Law and in New Zealand, the Consumer Guarantees Act 1993. That is, our goods come with guarantees that cannot be excluded under the Australian Consumer Law or the New Zealand Consumer Guarantees Act. You are entitled to a replacement or refund for a major failure and for compensation for any other reasonably foreseeable loss or damage.

You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

For consumers who are covered by consumer protection laws or regulations in their country of purchase or, if different, their country of residence, the benefits conferred by the Sunglass Hut - Perfect Pair Promise are in addition to all rights and remedies conveyed by such consumer protection laws and regulations. The Sunglass Hut - Perfect Pair Promise does not exclude or otherwise limit any rights or remedies of the consumer conveyed by such consumer protection laws and regulations. For example, you may have additional rights of return and/or repair where the sunglasses have a manufacturing defect.

This warranty is given by Luxottica Retail Australia Pty Ltd for Australian orders and Luxottica Retail New Zealand Limited for New Zealand orders, Level 34-36, 1 Denison Street, North Sydney, NSW, 2060

Phone:

Email:

Sunglass Care

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

How should I care for my sunglasses?

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.

What if I need my sunglasses adjusted?

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

Sunglasses standards

Read more information about the lens in the sunglasses you are viewing.

Australian sunglass standards

All sunglasses sold within Australia and New Zealand are required to comply with Sunglass Standard AS/NZS 1067:2003.
This standard provides categorisation which helps customers understand their features and recommended use.
For more information about the lens in the sunglasses you are viewing, please see Lens & Frame Technology below.

AU manufacturer's information note

In compliance with AS/NZS 1067.1.16 Retail: Luxottica Retail Australia Pty Ltd (ABN 26 000 025 758) of Level 34-36, 1 Denison Street, North Sydney NSW 2060, Australia. Wholesale: Luxottica South Pacific Holdings Pty Ltd (trading as Luxottica Australia) (ABN 58 104 629 772) Level 34-36, 1 Denison Street, North Sydney NSW 2060, Australia.

How to use your sunglasses

Category and type of filter: such indication (a number and a letter) can be found on the packaging or on the Bar Code sticker (at the symbol*) or as the last two characters on the temple of the glasses where the model code is found. The number indicates the category of the filter (protection against sun glare 0=Very limited, 1=Limited, 2=Good, 3=High, 4=Very High*, for recommended use and for the description of filter categories see Table A below); the letter indicates the type of filter (N=Normal, P=Polarized, F=Photochromatic). For photochromatic lenses (F) the number indicates their category of use when they are tinted; when they are not tinted, they belong to 1 category lower.

Limitations of use

Not suitable for direct viewing of the sun or for viewing of solar eclipses; not suitable for use as protection against artificial light sources (e.g. solaria); not suitable for use as eye protection against mechanical impact hazards; filter category 1 to 3 – NOT SUITABLE FOR DRIVING IN TWILIGHT OR AT NIGHT; filter category 4 – NOT SUITABLE FOR DRIVING AND ROAD USE.

Cleaning and Maintenance

To clean your sunglasses, use water and soap avoiding all types of solvents or alcohol. Do not use dirty or abrasive cloths which could alter the features of the filters. Use only original accessories and spare parts.

Preservation

Keep in the cloth or hard case in a dry place at a temperature between –10°C and +35°C.

Lens & frame technology

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

What does "polarized" mean?

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?

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

What are anti-reflective lenses?

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?

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

What are the benefits of mirrored lenses?

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

How do I find my frame size?

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?

All colours absorb light differently. Lens colours 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 colours. 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.

My account

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

How do I create an account?

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?

Creating an account is a 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?

To change your account information at any time, simply log in to your account. To change your email preferences, please contact our customer care team to update your preferences at customercare@sunglasshut.com.au or 1800 556 926.

How do I subscribe/unsubscribe to your emails?

You can subscribe to emails at the bottom of this and every Sunglasshut.com page. You can unsubscribe at the bottom of any email newsletter. Alternatively, please contact our customer care team to update your contact preferences at customercare@sunglasshut.com.au or 1800 556 926. For more information on our Privacy Policy, please see here.

What do I do if I lost my password?

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.

Careers

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

How do I apply for a job?

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, select the Careers page at the base of the page.

How do I learn if a specific store is hiring?

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

Ray-Ban customisation

How the Ray Ban customization on sunglasshut.com works?

Sunglasshut.com gives you the opportunity to engrave and fully customise selected Ray-Ban products.

The service is available only for Ray Ban selected styles. Select a pair of eligible frames on the Ray Ban product page and click on the “Design your own” button to choose among different combinations of frame, lenses, temple tips, cases and engraving in order to create a personalised, unique pair of sunglasses! Customised products will be delivered via standard delivery. Please allow additional days for delivery to regional areas. If you have placed an order with multiple types of frames (customised + standard), you will receive split email confirmation and shipments. Refer to our shipping information page for more.

About engraving

We offer a standard and premium option for engraving your glasses and case. For standard engraving, you can choose from three font types: regular, italic and bold and add engraving (text or selected symbols) to the interior or exterior of the temple tips. At an added cost of AUD $15, you can choose the premium option which include three types of calligraphy fonts and coloured engraving. There is a limit of 6 characters per engraving for glasses and 18 for cases.

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. These orders will be cancelled and refunded in full back to your original payment method.

Can I add prescription to my customised glasses?

We currently does not offer prescription services.

Can I change my customisation after my order is placed?

Once the order is placed, no changes can be made. It is important that you take the time to review your custom order details before placing it and ensure you receive the personalised, unique pair of sunglasses that you want.

Is it possible to return customised or engraved items?

We cannot accept returns for engraved and customised products due to change of mind, only when a product is faulty or defective. In these cases, contact our Customer Care team for further instructions. Customised and engraved purchases cannot be returned in store.

What is the warranty for customise eyewear?

You can find our full warranty policy here.

Click and Collect

Can I cancel my click and collect order?

Once your order has been placed, we cannot cancel your order until it is ready to be picked up. Upon collection you can choose to refund your order in store.

What if I do not pick up my order?

At Sunglass Hut, returns are easy. You can return online purchases in a store, or by shipping them to us using our Free UPS Return Shipping. Please note that:

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

- Customized products may only be returned in case of warranty assistance request after initiating a return procedure with our customer service team, just give us a call at .

- You can initiate your return by calling us at or by sending us an email at https://www.luxotticacustomercare.com/sunglasshut/emailus.

- Online purchases can be returned in any Sunglass Hut store in the country of your purchase.

How do I know when my order is ready for collection?

Once your order is ready for collection, we will notify you via email. During holiday periods, it may take up to 4-5 business hours to collect the order once confirmed.

How do I place a click and collect order?

At check out, select the 'Click and Collect' option in the cart and choose your preferred store from the list. In-stock items will be available after 3 business hours. Items not in stock will be shipped to your preferred store for collection, available within 4-6 business days.

Express Delivery

How do I place an order with express delivery?

At check out, select the 'Express Shipping' option in the cart and enter your delivery address to check the availability of this option for your location.

Orders placed before 11am local time are served within 1-2 business days.

Available in select postcodes only and according to stock availability. We are unable to deliver via Express Shipping to PO Boxes or Parcel Lockers.

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