Frequently asked questions

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.

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)

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

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

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

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.

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

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.

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.

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.

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.

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

"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.”

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.

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 . 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 we cannot accept returns on Gift Cards or E-Gift Cards. However, with an expiration date of 60 months you can save them, re-gift them or use them in the future. E-gift cards purchased starting from 2024 expire after 60 months. Gift cards purchased before 2024 have a 12-month validity period and cannot be extended.

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.

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 tracking number. We recommend you to check this tracking number on the carrier's website 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 1-6 business days according to your shipping method of choice (Monday to Saturday, excluding holidays). Please be aware we are unable to deliver to hotels, PO boxes, military addresses or addresses in the Channel Islands, Gibraltar and the Isle of Man

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 , .

Yes, please contact the carrier and ask to have your package re-routed

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.

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 .

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.

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.

The Sun Club is Sunglass Hut’s rewards program, which gives its members access to gifts, exclusive products and much more. The Sun Club members earn points through a structured, four-tier program. The program works on an earn & level up basis: members move up through tiers as points are accrued.

The Sun Club membership is available to UK residents who are at least eighteen (18) years old and can provide valid and accurate personal information when joining. Corporations, groups, associations and EssilorLuxottica Group employees are not eligible to participate in The Sun Club. For more details, please refer to The Sun Club Terms & Conditions.

You can join online or in Sunglass Hut stores owned by Luxottica, for more details please refer to The Sun Club Terms & Conditions.
To join online you can either create a My Account page and flag The Sun Club enrollment option, or log into your existing My Account page and enroll from the Profile section. You can also join when you purchase on sunglasshut.com by flagging the related consent during the checkout phase.
To join in-store, ask any store associate. You will then receive an email to activate your My Account, where you will be able to check your tier and redeem your rewards.

No. You have to sign up for The Sun Club even if you are an In the Loop member. The Sun Club offers more rewards and is a structured tier-level program.

You can update your information by signing into your My Account page on sunglasshut.com. If you need further assistance, ask a store associate in one of our stores or call us on 0800 026 80 27.

When you join The Sun Club, you will receive a digital loyalty card via email. You can save it in your mobile wallet and you can always access it by visiting your My Account page on sunglasshut.com.

You can unsubscribe from commercial loyalty communications at any time through your My Account page on sunglasshut.com. Here, you will see an option to unsubscribe. You can also unsubscribe in store by asking a store associate or by calling us on 0800 026 80 27. You may continue to receive service communications linked to your Loyalty account.

By logging into your My Account with the same email address used in-store to subscribe to the loyalty program, all your loyalty information will be displayed.

1 - SILVER — 0 - 2,999 Sun Points
2 - GOLD — 3,000 - 5,999 Sun Points
3 - PLATINUM — 6,000 - 8,999 Sun Points
4 - DIAMOND — from 9,000 Sun Points

Your tier status will be adjusted based on the number of active points in your balance every December 31st.

Gift cards and other store services do not count for points accrual. See The Sun Club Terms & Conditions for further information.

No, Sun Points do not have a cash value and cannot be cashed out.

There are two reasons why you may not have been awarded points for your purchase.

- In order to award you points, we need to know that you are a The Sun Club member when you make a purchase. If you did not self-identify as a member by logging into your My Account before you completed your purchase online, you would not have been recognised as a member of our Loyalty Program. When shopping in one of our stores, if you did not self-identify as a The Sun Club member by giving your store associate your email address, you would not have been recognised as a member of our Loyalty Program.

- Some products are not eligible for points accrual. Moreover, some special moments of the year have their own eligibility and qualification requirements which might exclude The Sun Club members from earning points on certain purchases.

Yes. Sun Points are valid for a period of 24 months rolling and expire on the last day of the calendar month in which they were earned (i.e., if points are earned on 14/08/2025, they will expire on 31/08/2027). It is your responsibility to keep track of when your Sun Points may expire.

No, the Loyalty program is valid only in the UK. Sun Points can be accrued and benefits redeemed only on sunglasshut.com UK and in UK based Sunglass Hut stores owned by Luxottica, see The Sun Club Terms and Conditions for further details.

1. Online: After logging in to your My Account page, you can apply all monetary offers or gifts from the cart by selecting your chosen offer from the Loyalty offers list.

2. In Store: You can ask a store associate to apply the selected offer to your purchase, after providing your Loyalty Card or your email address.

After reaching a specific tier, you could have to wait to access some benefits that will be “locked” for a period (e.g. 15 days) to consolidate your Tier upgrade.