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Frequently asked questions

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

Learn more about Ray-Ban Meta features and configurations.

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

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

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

MAIL

To return your smart 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 smart 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?

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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 smart glasses?

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To operate Ray-Ban Meta smart 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 smart glasses?

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Your Ray-Ban Meta smart 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

What can I do with “Hey Meta”?

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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.

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

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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 smart glasses? / Can someone else use my Ray-Ban Meta smart glasses after me?

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Ray-Ban Meta smart 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 smart 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 smart glasses with more than one Meta account?

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Ray-Ban Meta smart 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 smart glasses?

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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 Collections please refer to the Warranty and Safety Guide.

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

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

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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 smart glasses. What should I do?

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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 smart glasses?

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

How do I download the Meta View App?

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You can download the Ray-Ban Meta collection companion app, Meta View, from the Apple App or Google Play stores. 

Download now

Please note: The app is also available in some countries where the product is not sold. Different terms of service may apply.

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

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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?

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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.

How do I create a montage?

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There are a few ways to create a Montage in Meta View app:

1. Tap on one video or photo capture from the gallery, go to the 3-dot menu (upper right of the media screen) and tap the "Montage" button

2. In the gallery, navigate to the "Creations" tab, and click on the "+" button

3. Multi-select a list of video or photo captures from the gallery and then tap the "Montage" button in the bottom action bar. Once you’re in the Montage creation screen, follow these steps to complete a Montage: 1. Choose captures to add as clips 2. Tap “Next” at the bottom of the screen 3. Select a Template by tapping on the one you want to use. 4. Tap “Next” in top right corner 5. Edit the title, clips, music, aspect ratio, and duration 6. Tap “Save” in the top right corner. Your Montage will now be saved in your Gallery.

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

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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 I add music to my videos using Meta View?

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

How do the audio controls work?

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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"?

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

What does the auto-fix feature do?

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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.

What can I do with “hey meta look and ask” - multimodal AI?

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"Look and ask with Meta AI allows you to say “Hey Meta, look and…” to ask your glasses questions about the world around you. You could ask Meta AI the definition of a word in the book you’re reading, the name of the houseplant you’re looking at, or to write a funny caption about the dog chasing its tail in front of you. 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 use look and ask with Meta AI, your glasses will send a photo or video of what you’re looking at 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 or video taken, and the AI response in the AI tab.
All photos and videos 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 and videos, like objects, text or audio. This information will be collected, used and retained in accordance with Meta’s Privacy Policy.

Here are just a few examples of what you can say using look and ask with Meta AI:

Start by saying ""Hey Meta, look and...""

Understanding text
- ""Translate this text into English.”
- “What is the definition of this word?”

Sightseeing
“What architectural style is this?”
“How old is this building?”

Meal planning
- ""What can I make with these ingredients?”
- “What can I pair with this wine?”

Gardening
- ""What is this plant?”
- “How much water do these flowers need?”

Shopping
- ""How much does this cost?""
- “Which one of these books should I read?”

Expression
- ""Describe this landscape in an inspiring way.""
- “Write a funny Instagram caption about this dog.”

How can I share my view during a video call?

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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 smart 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 stream Apple Music from my phone to my smart glasses?

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Stream Apple Music from your phone to your smart glasses, and control audio playback using touch and voice controls.
To turn on Apple Music
1. From the Meta View app, tap the gear symbol in the bottom right
2. Tap Apple Music
3. 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.

Important update around COVID-19

Learn more about Sunglass Hut actions.

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What's Sunglass Hut response?

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

Do you plan any change to store hours?

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

Which are the measures to guarantee safety within your stores?

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

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

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

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

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

• Maximum capacity for each store is 4 customers.

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

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

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

What's the plan for online order fulfillment?

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

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

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

Gift cards

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

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

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

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

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

Can I make multiple purchases with my gift card?

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

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

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

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

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

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

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

What if I lose my gift card?

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

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

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

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

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

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

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

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

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

Placing & tracking orders

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

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Do you have a catalog?

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

What forms of payment do you accept?

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

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

We do not accept:

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

When will i be billed for my order?

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

How does PayPal® work?

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

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

How do I contact PayPal® customer service?

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

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

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

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

How much will I be charged for sales tax?

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

Do you issue credit for tax-exempt status?

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

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

How do I use promotion codes or coupons?

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

What if I forgot to enter my promotion code?

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

What if the promotion code did not apply properly?

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

How do I track the status of my order?

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

HOW DO I FIND MY ORDER NUMBER?

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

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

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Standard Shipping

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

Express Shipping

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

Pick-Up in Store

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

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

CAN I CANCEL OR CHANGE MY EXISTING ORDER?

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

Can I order by phone, email or fax?

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

How do I place a group or bulk order?

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

Is the information I give you secure?

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

How am I charged for my order?

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

Shipping & Delivery

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

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What are the shipping options on Sunglasshut.com?

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We offer a wide range of shipping options so that you can get your order when you want it. Currently we offer the following services:

  • Free Responsible Shipping: Responsible shipping is fulfilled by logistics providers using solutions to reduce emissions. Delivery may take up to 7 business days.
  • Expedited Shipping ($10.00): Allow 4 business days for delivery 
  • Free Collect In Store Service: Orders can be collected the same day in most cases or allow 5 business days for delivery if the item needs to come from our warehouse. 
  • Responsible shipping is fulfilled by logistics providers using solutions to reduce emissions. Delivery may take up to 7 business days. 

This shipping option consists of either:

  • 1. Full ground service: shipments served via truck. Transportation emissions are reduced by exclusively using ground transportation instead of other available shipping modes with higher emissions. Not applicable to destinations that do not have such other shipping modes; other exclusions may apply. 
  • 2. Emission compensation program (if provided by selected transportation carriers): providers calculate carbon emissions from pickup to delivery; the carbon emissions are then offset through climate protection projects including reforestation, renewable energy, waste disposal, wind power and others, supported by the logistics providers. The carbon neutral service is verified by a certified auditing company (i.e. Société Générale de Surveillance). 
    *Some exclusions may apply. 

All orders are subject to review and could require additional processing time. 

  • Premium Engraving items are shipped from the US, please consider an additional 2 business days for processing. 
  • Weekends and holidays are NOT considered business days. 
  • Any orders placed after 2PM EST on Fridays will be processed and ship on the following business day. 
  • For all orders placed after 2PM EST, please allow one additional business day for processing. 
  • Carrier delays are possible during high order volume periods and may affect shipping times. 
  • Premium Engraving orders may take an additional 2 business days for processing. 
  • Sunglass Hut reserves the right to use alternate shipping services that provide the same delivery expectation. 



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

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

How much do you charge for shipping?

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Responsible delivery (up to 7 business days) is free! Our Pick-up in store service is also free. Expedited shipping (up to 4 business days) costs $10.00.

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

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Absolutely! Sunglass Hut now offers a ‘Pick up in Store’ service. Once you have added items to your basket head the cart page and select the tab ‘Collect in Store’ and enter a location of your choice from where to pick up your order. For selected items, pick up in store is also available in the same day. You will be notified by e-mail as soon as the item is ready for the pick up, so do not show at the store beforehand. Even better, the Collect in Store service in completely free. The 3 hours service is not available for prescription and custom which can still be collected at the store with standard shipping leadtime of e-commerce. Products available for the same-day pick-up depend from in-store stock availability, which may vary*. If the style you selected is out of stock at your chosen store, you will be notified via e-mail that the item will be shipped to your pick-up location following standard shipping leadtime that may vary based on the product category. Remember, you will have up to 7 days to pick up your order starting from the delivery date.

Don’t forget that a special Sunglass Hut in-store offer is waiting for you on a second pair!

*Please note that shipping times may vary during Holidays.

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

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

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

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

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

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

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

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

How do I send items to multiple addresses?

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

What do I do if a product arrives damaged?

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

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

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

I never received my package, and its showing delivered, what should I do?

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• Confirm the tracking number provided shows the package as delivered. 

• Verify the shipping address on your deliver confirmation email.

• Look around the delivery location for your package. Some carriers will look for a discreet location to drop the package.

• See if someone else accepted the delivery in the household or a neighbor.

• Check your mailbox or wherever else you receive mail. Some packages travel through multiple carriers and could get mixed in with other packages.

• Wait 48 hours. In rare cases, packages may say delivered up to 48 hours before actually being delivered.

• If you haven’t received your package after 48 hours from the time when the tracking says it was delivered, please contact us at 1-800-SUNGLAS (786-4527) and upon investigation we will determine whether you are eligible for a replacement. In case a refund is requested, the determination of whether you are eligible for a refund might take up to three weeks.

Returns, protection & exchanges

Read all the fine print and learn how to return, make a repair or replacement claim under your Sun Love Protection plan.

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

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You sure can. When you buy online you can return in store or in the mail. It's that easy.
Please also note that for claims regarding an order not received, the return window is 15 days from the date that the order was shown as ‘delivered’ by the courier but which was not received.

Can I return a gift that was purchased online?

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

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

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

What is the status of my return?

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

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

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

Can I make a return with a gift receipt?

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

How do I make a return?

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

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

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

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

What is your return policy?

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We offer a -Day Trial on all sunglass orders.

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

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

 Sunglass Replacement Discount

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

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

Defective Products

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

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

Sun Love Protection

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The Sun Love Protection Plan provides coverage for what you might do to your eyewear. If you drop and you break them, or you forget you've put them in your pocket and sit on them, you won't have to pay more than a small co-pay fee to repair or replace them with your Sun Love Protection Plan. The Sun Love Protection Plan can be added to your sunglasses when you purchase them in Sunglass Hut stores only (not online).

Please note: Limitations and exclusions apply. See terms and conditions for full plan details. Term of your plan is one year plus two weeks to allow for delivery of your product. 

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

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

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

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

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

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

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

Can I return items purchased on rayban.com or oakley.com to a sunglass hut store?

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Yes, you may now return purchases made online at Rayban.com and Oakley.com at any Sunglass Hut store. (Exceptions include purchases made at our partner stores, like Macy’s). 
To process a return in store, bring your undamaged item to any Sunglass Hut location with your proof of purchase and the original packaging. Our store associates will help process the return and take care of the return shipment. The refund process will start when the carrier picks up the product from the store.

Note: 
-It is not possible to return an item in store if you have already begun the online return process. 
-Customized items cannot be returned 

For more information, refer to return policy of each of the brand: Rayban.com, Oakley.com

SUNGLASS CARE

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

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How should I care for my sunglasses?

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

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

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

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

How can I order accessories and/or cleaning supplies?

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

What if I need my sunglasses adjusted?

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

Lens & frame technology

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

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What does "polarized" mean?

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

What does "photochromatic" mean?

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

What are anti-reflective lenses?

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

What are the benefits of gradient lenses?

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

Why might I want interchangeable lenses?

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

What are the benefits of mirrored lenses?

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

How do I find my frame size?

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

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

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

What difference do lens colors make?

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

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

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

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

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

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

My account

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

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How do I create an account?

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

What are the benefits of creating an account?

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

How do I change my email preferences or account information?

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

How do I subscribe/unsubscribe to your emails?

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

What do I do if I lost my password?

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

Company information

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

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Where can I find your stores?

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

What is Sunglass Hut's relationship to Luxottica?

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

Where can I learn more about Sunglass Hut?

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

What is Luxottica’s AODA customer service plan?

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Click here to learn more about our AODA policy.

What are the official retailers of Sunglass Hut products?

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Sunglass Hut operates through these venues ONLY:

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

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

Careers

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

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How do I apply for a job?

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

How do I learn if a specific store is hiring?

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

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