FREQUENTLY ASKED QUESTIONS

Please click below for answers to the most Frequently Asked Questions.  To contact Customer Service or Online Sales, click here.

GENERAL
Where can I find a store near me that carries your products?

Searching for a store near you that sells our products is easy, just go to our STORE LOCATOR PAGE.

Can you tell me when new products or special promotions are announced?

Yes. Simply CREATE ACCOUNT and opt-in for our newsletter and you will be the first to know! CREATE ACCOUNT NOW.

What is the Address Book and how do I use it?

Creating an account offers you faster checkout since you will not have to re-enter your shipping and billing information. When you place an order, that information will be filled in automatically to your default addresses. GO HERE FOR MORE INFORMATION.

Are the products on the website the same as in the stores?

Selection on our website will vary from Oliver Peoples boutiques or authorized accounts depending on demand. Styles not available on the website can be purchased by request via a boutique or authorized retailer. To find a retail store in your area, please visit the STORE LOCATOR PAGE.

I bought your product on eBay, is it authentic?

Without proof of purchase, we cannot guarantee the authenticity of frames purchased from independent sellers or previous owners.

Is my personal and credit card information safe on your website?

Yes. We’ve taken several steps to ensure all information received from our online visitors is secure from unauthorized access and use. All transactions are completed on a secure server. In secure mode, your computer and our server send data back and forth in an encrypted format.

What is your privacy policy?

We will never share your e-mail address or personal information with any third parties. Any information collected on this website will be used for fraud control, order verification or internal marketing purposes only. For more details on our privacy policy, CLICK HERE.

Why does the item I received look different than it does on the site?

Due to variations of computer monitors, the colors on your computer screen may appear different than the actual product.  In addition, frames are created from layers of custom acetate that results in unique and individual patterns distinctive to each finished product, which may not look identical to the frame pictured online.  To learn more about how the frames are made, CLICK HERE.

Is the full collection represented on the website?

No.  The styles offered in the e-shop are a curated assortment.  If you are looking for a specific frame or color not available online, please contact an OLIVER PEOPLES BOUTIQUE or AUTHORIZED WORKING OPTICIAN.

How can I have my frame repaired?

Please return to the retailer from where the product was purchased, any AUTHORIZED WORKING OPTICIAN or an OLIVER PEOPLES BOUTIQUE to have your frame evaluated for repair.  If you are in the United States but do not live near an Authorized Retailer or Boutique, please contact repairs@oliverpeoples.com.

Can I have my lenses customized or filled with a prescription?

We are not able to customize or fill prescription lenses through the website, but any OLIVER PEOPLES BOUTIQUE or AUTHORIZED WORKING OPTICIAN can assist with prescription lenses and/or changing the lens color of a sunglass.

SHIPPING
What are your shipping fees?

Ground shipping to all 50 United States and Washington DC is always offered complimentary. For expedited orders, there is a fee of $15.00 for Two Day delivery and $20.00 for Next Day delivery. Please note that delivery days are business days and we do not offer Saturday or holiday delivery services.

When will my order be shipped? When will it arrive?

If your order is placed prior to 11am PST Monday through Friday, it will be shipped the same day. You will receive an e-mail confirmation once your order has shipped. Orders placed after 11am PST on Fridays and throughout the weekend will process on the following Monday. Orders placed on holidays will be processed the next business day we are open. Due to the high value of your purchase, we require an Adult Signature for all deliveries.

NOTE: For consumer protection, all orders are subject for review. On occasion, this may cause a slight delay in processing your order. Your patience is greatly appreciated.

How do I know that my order has been shipped?

When your order has been shipped, we will send you another e-mail with your tracking number and a link to where you can track it online.

What is the difference between "Order Date" and "Ship Date"?

“Order Date” and “Ship Date” are not the same. Orders placed before 11am on any given weekday will ship the same day. Orders placed after 11am will ship the following day. Although most orders are shipped the same or next day, please take weekends and holidays into account when considering the shipping date. Additionally, all orders are subject for review. On occasion, this may cause a slight delay in processing your order. Your patience is greatly appreciated.

What countries do you ship to? What about duties?

Currently, we only ship to the United States and Canada. All Canadian orders are processed within 3-5 days of submission. There is a flat Freight Fee of US $15 per shipment to Canada via Federal Express. An additional charge for duties and taxes will be applied based on the total order amount. All prices on our website are in US$ and we process payment in US$. In addition to the exchange rate, your bank or credit card company may charge you foreign conversion charges and fees, which may increase the overall cost of your purchase. Please contact your bank regarding these fees.

For returns, please submit an authorization form located HERE.

PLEASE NOTE: Shipping and handling fees, including taxes, are non-refundable on returns. Any exchange rate differences charged by your financial institution are of the responsibility of the customer.

Do you ship to PO boxes or APO/FPO addresses?

For security reasons, we do not currently ship to P.O. boxes or APO/FPO addresses.

If I send my package as a gift, will the recipient receive the invoice?

No. Only a packing list without prices will be included in the shipment.

Why do you require an adult signature for shipments?

Due to the high value of our product, we require an Adult Signature (21 years or older) for all deliveries and do not ship to P.O. boxes or APO/FPO addresses.  This is to protect consumers from the risk of stolen packages.  If an adult is not home to provide a signature, please consider having your purchase shipped elsewhere.

ORDERING
Will my credit card be charged immediately?

Yes. Your credit card will be charged upon placement of the order, at which time you will receive an order confirmation number. You will also immediately receive an e-mail confirming that your order has been received. We will send you another e-mail to notify you when your order has shipped.

Why should I create an account?

Creating an account offers you faster checkout since you will not have to re-enter your shipping and billing information. When you place an order, that information will be filled in automatically to your default addresses. Additionally, all your previous purchases will be saved and viewable in one place. CLICK HERE to create an account now.

What is the status of my order? How do I track my order?

Once your order has shipped, you will receive a shipment confirmation email that will contain your tracking information.

How do I change or cancel an order?

To cancel an order you recently submitted, please email ECOMMERCE@OLIVERPEOPLES.COM or call 844-821-6310 and we will do our best to stop your order from processing and shipping. If for any reason you would like to change your order, please contact customer service as soon as possible by email or phone. We will make every effort to accommodate your request. However, because our system is designed to fulfill orders very quickly, we cannot cancel or change an order once it has entered the shipping process.

Why did you call or e-mail me to verify my order?

For your own security and protection, if in the normal course of fraud control we find something suspicious regarding your order, we will call or e-mail you to verify your information.

What are my payment options?

We accept Visa, MasterCard and American Express.

Are purchases on this website really tax free?

We currently collect sales tax in California, Illinois and New York.

Is ordering over the internet secure?

Yes. Secure Socket Layer (SSL) encryption is used for every transaction in order to ensure that your order is secure. SSL encrypts the transmissions from our ecommerce servers as well as your computer. SSL encryption works by forming a matched pair with the transmission from your computer transmission and our server, so that only data to and from these sources can be valid.

RETURNS
What is your return policy?

Purchases made online are available for refunds only; exchanges are not permitted. Returns will only be accepted by submitting this RETURN AUTHORIZATION FORM.

In the event that your unworn regular priced product purchased from our website does not meet your expectations, you may request a Return Authorization number within 15 days of the date you receive the package for credit to your original payment method, less any shipping charges.

Any returns sent without a Return Authorization number or postmarked after 15 days of receiving an Authorization number will be returned to you. If you do not accept the item to be returned to you, you will be charged a restock fee that includes 50% of the value of the item, plus shipping charges.

You may return your product(s) for a refund if:

  • The item has been unworn.
  • All items including the frame, case and cloth are returned.
  • The item is free of any damage caused by the customer.
  • The item is returned in its original packaging

We will only refund the original shipping cost/handling fees on your order if you received the incorrect item or the item sent was defective.

If a wrong item shipped to you is due to a mistake on our part, your returned items will be shipped at no cost to you via Standard Ground Delivery. If a damaged item is shipped to you, please notify us within 7 days from the date you receive your package. Any damage claim made after 7 days will not be accepted.

The return value is determined by the last retail price of the item.  PLEASE NOTE: We do not accept returns on products that were not purchased via this website. Please use a shipping service that offers both insurance and tracking to ensure a safe delivery of your package, as Oliver Peoples is not responsible for packages lost in transit. Due to security constraints, we are unable to reimburse you for an amount greater than your purchase price.

* Please note: We reserve the right for final approval on all returns.

Where do I ship my return?

Shipping instructions will be emailed upon submitting the return authorization request.

How should I ship my return?

Pack and seal your box securely, in the original package if possible. You should ship your return with a carrier who will provide your package with a tracking number to ensure that your package does not get lost. Packages must be returned prepaid. We do not accept COD.

When will my credit card be refunded?

Once your package has been received, your refund will be processed within 3-5 business days. If there is a refund due, a credit will be issued in the original form of payment in US$. The credit may not show up until the next monthly billing cycle of your credit card. You will be notified via the email address provided on the original order when this transaction has taken place. Please note that your banking institution may require additional days to process and post this transaction to your account once they have received the information from us. Any exchange rate differences charged by your financial institution are of the responsibility of the customer.