Frequently Asked Questions

Frequently Asked Questions.  To contact Customer Service or Online Sales, click here.

GENERAL
What is your warranty policy?

All product distributed by Oliver Peoples, Inc. is warranted for two years from the date of purchase against manufacturing defects.  If you made your purchase in store, please contact the retailer from where you bought your product.  A proof of purchase will be requested as part of the assessment.  Depending on the issue, the frame or corresponding defective part will be replaced or repaired directly by the retailer.

If you are unable to visit your retailer and need to make a warranty claim, please visit this link.

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

Search for a store near you by visiting 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, as 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 available but not 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. 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?

If your product needs repair, we recommend visiting the retailer who sold it to you.  Your retailer will assess the problem and propose the best solution.

If you are unable to visit your retailer and need to arrange a repair, please visit THIS LINK.

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.

Can I have a lens prescription filled through the website when I order a frame?

All of our eyewear (optical and sun) is crafted specifically to support even the strongest prescriptions, but we do not offer this service through the website, as we believe that the only way to ensure the best and most correct lens is made is in person, by an optician. To do this, please visit any of our OLIVER PEOPLES BOUTIQUES or search for an authorized WORKING OPTICIAN.

Why can't I see prices?

Our site is coded to hide pricing from those outside the US, who cannot purchase online. If your I.P. address positions you in the states, you should be able to see the prices and purchase.  If you have been out of the country but have returned and are still having an issue, please clear your browser cache and try again.

SHIPPING
What are your shipping fees?

Shipping to all 50 United States and Washington DC is always offered complimentary. Product is generally received 4-6 days from purchase date.  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?

Orders placed before 2pm PST Monday through Friday will be processed the following day. You will receive an e-mail confirmation once your order has shipped. Orders placed after 2pm 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. PLEASE NOTE: delivery days are business days and we do not offer Saturday or holiday delivery services.

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 2pm on any given weekday will ship the same day. Orders placed by 2pm PST will be processed the following day. Although most orders are shipped within 24 hours, 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 2-3 days of submission. 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.

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.

What if I didn't receive my package?

Oliver Peoples is not responsible for packages once the product has left the warehouse. If items are delayed or not received, please contact FedEx or UPS with your tracking number for assistance or to file a claim.

ORDERING
Can anyone order and is there a limit to what can be purchased?

Currently, anyone in the United States and Canada can use the website to purchase product and there is no minimum or maximum quantity required. Oliver Peoples reserves the right to refuse any order suspected of using fraudulent information or from those abusing the purchasing process, or for any other reason, excluding race, religion or gender.

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.

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?

If you made your purchase online, please review the requirements and process HERE.

If you made your purchase in store, please contact the retailer from where you bought your product.  A proof of purchase will be requested as part of the assessment.

If you are unable to visit your retailer and need to make a warranty claim, please visit this link.

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.