If you have returned an item, the refund will be processed within 14 calendar days from the date we receive your package at our warehouse. Once the return has been received and inspected, we will send you a confirmation email. The credit will appear within 10 working days, depending on the refund times set by your card issuer. You will be refunded via the payment method you selected when placing the order. When returning the product, make sure to print and use the provided proforma invoice and return form provided. If the instructions are not followed correctly or if the provided documents are not used, customs may apply import taxes. These taxes will be at your own expense and will be deducted from the refund amount. If you refuse the package but Amevista has met the expected delivery times, you will be charged 20 EUR (if you chose Express Shipping) and 10 EUR (if you chose Standard Shipping). These charges cover storage costs and return shipping caused by the refusal of delivery. These amounts will be deducted from any refund. If you do not refuse the package and have chosen Express Shipping, only the shipping costs will be deducted from the refund. Did you pay with a Gift Voucher? The amount will be refunded as a Gift Voucher to be used for your next orders.
You can, at your own expense, return Amevista orders within 30 calendar days after the delivery date of the goods. The cost of customized products (frames with prescription and/or tinted lenses) cannot be refunded as these are bespoke items created according to your specific requirements and measurements. Therefore, returns on these products are not possible. We do not accept returns sent via the EVRI-HERMES courier due to recurring issues in handling incoming shipments. Click here and complete the return process in a few minutes! Once the return procedure has been completed, you will receive an email with all the information needed to return the items. PLEASE NOTE: the return label is only used to identify the package within the Amevista warehouse. You must arrange the return shipment independently using a courier of your choice. If you purchased as a guest: Click on the "RETURN ITEM" button Register on the Amevista website by entering the email address you used to make the purchase. Access your Personal Area, click on the "Orders" box, and follow the instructions for the order reconciliation procedure. Once finished, select the item you want to return, click "RETURN ITEM", and follow the instructions. Can I return items from the same order or from different orders together? No. Even in the case of multiple orders (an order with at least two glasses), each item returned to Amevista must be shipped at your expense, separately from the others, each with its own shipping tracking. If the products are returned in a single box or in different boxes but with a single shipment (multi-package), EUR 10 will be withheld for each item returned, directly from the payment method used during purchase. When will I receive my refund? The refund is only possible if the product is intact, unworn, and with the security seal intact; after verifying the suitability of the returned item, we will proceed with the refund within 14 calendar days from the date of receipt of your package at our warehouse. Any shipping costs paid for delivery will not be refunded in case of refusal of the goods. Until when can I return Christmas gifts? For Christmas gifts, the return period is extended until 31 January. This special promo is valid for all orders placed between 1 November and 31 December. For all other orders, returns are possible within 30 days from the order date.
We are sorry that your item arrived damaged or faulty. Please contact Customer Care within 8 days of receiving your order by clicking on “PROBLEMS WITH THE ORDER” and kindly complete the form with all the requested information: Please note: to submit a claim, you must log in to your reserved area or register on the website using the e-mail address with which you placed the order. If you cannot find your order in your Reserved Area, find out how to “Recover your orders”. After carefully reviewing your report, we will assess the most suitable solution based on the specific case. If the defect or damage reported is confirmed and attributable to Amevista, any actions required to manage the case will be covered by Amevista. If, following the review, the return of the product for a refund is authorised, our Customer Care team will provide all the necessary instructions to proceed correctly. The direct return costs will remain the customer’s responsibility, according to the applicable return conditions. If collection of the goods is arranged by Amevista, the parcel cannot be dropped off at a pickup point. This option is available only with DHL courier – Express Shipping.
If you registered on the website after completing your order, you may not be able to see it in the order history within your Personal Area. To view it, for example to start a return or check your order details: Register on the Amevista website, using the e-mail address with which you placed the order. Log in to your Personal Area, go to “Orders”, click on the “RECOVER ORDERS” button and follow the instructions. Please remember that you can find all the details of your latest purchase in the order confirmation e-mail sent to your e-mail address.
The cost of customized products (frames with prescription and/or tinted lenses) cannot be refunded as these are bespoke items created according to your specific requirements and measurements. Therefore, returns on these products are not possible.
No. Even in the case of multiple orders (an order with at least two pairs of glasses), each individual item returned to Amevista must be shipped at your expense, separately from the others, each with its own shipping tracking. If the products are returned in one box or in different boxes but with a single shipment (multi-package), 10 EUR will be withheld for each returned item, directly from the payment method used during purchase.
Is it possible that the temples of my glasses are misaligned? Amevista carries out a quality check of the product before shipping your glasses. Should you perceive a slight misalignment of the temples, this may be an easily resolved temporary defect that can also occur during packaging and transport. It does not, however, constitute a production defect. We recommend that you contact an optician who will realign the rods easily and free of charge. Alternatively, if you would like to proceed with an examination by our technicians or a replacement of the item, you can submit a complaint by clicking here. After carefully reviewing your report, our Customer Care team will assess the most suitable solution based on the specific case and provide you with all the necessary instructions to proceed correctly. If the defect reported is confirmed and attributable to Amevista, any activities required to manage the case will be covered by Amevista.
Have you received an item you did not order? If you have received an item that you did not order, we ask you to return it clicking here. In this case please use one of the contact methods at the bottom of this page and we will help you with your request. When we receive the return in stock we will either refund you or, if you wish, send you the correct item.
If after requesting a return you have decided to keep the merchandise, you can do so, and there is no additional charge for doing so. Remember that your order will remain in the "My Returns" list in your account. You can only modify this action if your order has not actually been returned.
In case you no longer have the original Amevista packaging (plastic bag or box) don't worry, you can use any other cardboard packaging to make the return. Remember to remove any previous labels. Make sure that the packaged product is in perfect condition, clean and including the accessories (case or pouch, microfiber cloth, certificate, transparent envelope with model code). In the event that we receive products that have already been used, damaged, or in a packaging other than the original one and the stated conditions are not met, we will not be able to guarantee a full refund of the amount spent.
If after returning one item from your order you want to return others you can always do so within 30 days of delivery. Make sure the item is undamaged and has any labels, accessories, certificates and original product box.
Yes, you can return a Meta or Nuance Audio product, but it is important to follow some specific instructions: Always apply the UN3481 label (included in the return package) to the outside of the Amevista parcel. This label is mandatory for the transport of devices containing lithium batteries. PLEASE NOTE: this is a regulatory label, not the shipping label. If it is not applied correctly, the parcel will be blocked by the courier and the return cannot be completed. What should I do in case of technical issues (software or hardware) with my Meta or Nuance Audio glasses? Any hardware or software malfunctions related to Meta or Nuance Audio smart glasses (e.g. connection issues, camera problems, synchronisation issues, operating system errors, speaker problems) cannot be handled by our customer service team. For these cases, official support is available directly on the manufacturers’ websites, in the section dedicated to the respective product. We invite you to contact the official support by following the instructions provided there.
