Returns must fulfill all of the following conditions:
The complete goods must be returned without any missing components;
Customer service must always be contacted before returning goods;
Products returned during the statutory cancellation period (within 14 days of receipt) will be fully refunded;
Returns of unopened goods made after the legal 14-day withdrawal period has ended, will be assessed depending on the warranty. However, the products must be returned to The Collection.house no longer than 2 years from the original purchase date;
If The Collection.house has made an error and sent the wrong products, you are required to report this to customer service within 30 days of receipt of the goods.
Can you exchange for different parameters or products?
If your prescription has changed or you have inadvertently ordered incorrectly, you'll have to send your unopened or undamaged packages by following the procedure outlined below. The Collection.house will, in this case, issue a refund, and you are required to make a new order for the desired product(s) at your convenience. Price adjustments will not be made; a complete refund will be issued if the returned products meet our criteria as stated above.
Did you receive the wrong product?
If The Collection.house made a mistake and has sent you the wrong product, you are required to report this within 30 days after receiving the goods. Make sure you haven't opened or used any of the products. You can return the goods according to the instructions below and you will be refunded.
If you've made a mistake yourself when ordering, any unopened or undamaged packages can also be returned. In this case, however, the customer bears responsibility only for the shipping costs associated with returning the product(s).
We strongly advise you to always check your goods before opening or using them.
The return of sunglasses and glasses
Our glasses and sunglasses come with a warranty of two years in case of breakage. Otherwise, if you wish to return glasses or sunglasses, this can only be done within the legal 14-day withdrawal period. The goods must not be used or damaged. The original packaging must not be destroyed. If you would like to return or exchange sunglasses or frames, we require that you return the complete product, including the case, the outer box, everything inside the box, any cleaning cloths, and any identifying stickers or tags. In other words, the product needs to be in exactly the same condition as it was upon receipt. The product is considered incomplete without any of these items. In case of any missing or damaged items, a return or exchange will not be possible. Thank you for your understanding and compliance.
Sunglasses and frames are delivered in optimal condition and have been thoroughly checked for quality before dispatch. In the rare case that one of these should arrive damaged or suffers from immediate defects, contact the customer service and we will review the case in order to help you. However, complaints about damage caused by improper use, incorrect care, or normal wear and frequent use, are not eligible for compensation. Additional discounts or compensation cannot be given for damage caused by the customer themselves.
How does a return work?
First, please contact our customer service via the contact form on the website or via mail to explain the reason for returning as well as provide any additional information needed (order number, complete description of the items, etc.) Our staff will review your request to ensure that it meets all exchange criteria and will advise you on how to proceed.
Our customer service representatives strive to reply within 1–2 business days. When your return or exchange has been approved, you will receive instructions on how to return your order. If the return is due to the eshop's error, your postage will be refunded as soon as we have confirmation of your return.
The return procedure follows 4 steps:
Validate your return by contacting customer service;
Our customer service will provide you with return instructions;
Securely pack your parcel and follow these instructions;
Ship your parcel back to us.
Price of returns
The customer bears responsibility for the shipping costs associated with returning the product(s). The Collection.house does not provide a prepaid option for returns of products ordered incorrectly or no longer needed. However, if The Collection.house is deemed to be at fault as the seller, any costs for returning will be covered.
Processing time for returns
The Collection.house will confirm that we have received your returned items and update you on the status of your new order. We strive to verify all returns within 30 days. Please feel free to contact our customer service if you feel there is any delay.
Please note that the return procedure will take slightly longer when returning sunglasses and glasses in their original and undamaged packaging. This is due to the fact that the authenticity and condition of returned sunglasses must first be thoroughly investigated and verified by our main stock department. The buyer agrees to respect the processing time needed for each return.
Please ensure to include your own address (sender's address) on the back of each package sent back to us!
In a worst-case scenario, this will ensure that the package is safely sent back to the customer and not lost in the mail. If you are expecting a refund to your bank account, please include all necessary information for us to make the transfer. If you have paid online, the refund will be issued automatically to your PayPal account, or the card from which the payment was made.