Frequently asked questions

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

How to use the Adjust tool:

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

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

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

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

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

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

Your Montage will now be saved in your Gallery.

Follow these steps to create a Flashback in Facebook View:

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

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

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

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

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

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

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

“Hey Facebook, stop.""
"Hey Facebook, resume.”

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

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

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

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

Restart Glasses

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

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

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

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

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

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

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

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

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

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.

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

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

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

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

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

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

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

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

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

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

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

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

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

Of course. Both regular gift cards and e-gift cards can be used online and in all Sunglass Hut stores and David Clulow stores.

Our website is essentially an online catalogue. You can browse by brand or search for specific styles. If you can’t find what you are looking for on SunglassHut.com one of our stores may stock the frame you need. You can find their contact details here.

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

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

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

To change or cancel an order you recently submitted, please simply give us a call at 0800 026 80 27 as soon as possible and we will do our best to accommodate your request. However, please be aware that as our system is designed to fulfil orders very quickly. Customers are given one hour to cancel their orders after order placement, but after the first hour we cannot guarantee that it will be possible to cancel or change the order once it has entered the shipping process.

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

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

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

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

At Sunglass Hut, returns are easy. You can return online purchases in a store, or by shipping them to our After Sales Centre using our Free UPS Return Shipping.

Absolutely! Sunglass Hut now offers a ‘Pick up in Store’ service. Once you have added items to your basket head the cart page and select the tab ‘Pick up in Store’ and enter a location of your choice from where to pick up your order. For selected items, pick up in store is also available in the same day. You will be notified by e-mail as soon as the item is ready for the pick up, so do not show at the store beforehand. Even better, the Pick up in Store service in completely free.

Shipping leading times by product category:

STANDARD

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

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

RB REMIX

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

Products available for the same-day pick-up depend from in-store stock availability, which may vary. If the style selected is out of stock at your chosen store, you will be notified via e-mail that the item will be shipped to your pick-up location following standard shipping leadtime that may vary based on the product category. Remember, you will have up to 7 days to pick up your order starting from the delivery date.

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

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

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

Warranty Claims – GuaranteeSunglass

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

You can request support in the following ways:

Sunglass Hut products – Luxottica brands:

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

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

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

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

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

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

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

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

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

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

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

The service is available only for Ray Ban selected styles.

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

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

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