What do I need to place an order with Visual-Click?
If you want to order prescription glasses or contact lenses, you need to know your prescription in advance.
For sunglasses or non-prescription glasses, you only need to know the model you want to buy.
How can I obtain my prescription?
You can get it from your regular optician, by consulting a registered optometrist, or from your ophthalmologist.
How do you keep your prices so low?
Our prices are lower because, as an online store, we do not serve customers in person during the purchasing process. This allows us to focus on offering you the best savings. You choose the product you want, and we deliver it to your chosen address.
In addition, we belong to a large optical group, which enables us to obtain the best market prices.
Are the products genuine?
All our products are brand new, authentic and 100% original. We do not sell counterfeit items.
Every product on our website comes directly from our optical stores, purchased from official laboratories and manufacturers.
Sunglasses and prescription glasses are always delivered with their original case, cleaning cloth, and official warranty certificate.
What warranty do Visual-Click products have?
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Sunglasses and prescription glasses: 2-year warranty against manufacturing defects. Replacement parts will always be original.
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Prescription lenses: 2-year warranty against manufacturing defects. The warranty does not cover scratches, breakages, mishandling, or loss. To claim, the glasses must be sent to our central warehouse; they will be returned to your address free of charge. However, if more than 30 calendar days have passed since receipt, the customer must pay for the return label and the new shipment.
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Contact lenses: 100% free replacement for defective lenses.
How long will it take to receive my order?
Your order is processed the same day we receive it.
If the item is in stock, it will be shipped within 24 working hours. Delivery time depends on the destination country.
If the item is not in stock, we will request it from the manufacturer, and it will be shipped within 24 working hours after we receive it. The total waiting time is usually 2–3 weeks.
The estimated delivery date is always shown on the product page.
For prescription glasses, delivery times are longer because lenses must be fitted to the chosen frame. The time depends on the selected index.
If there is any delay in shipping, we will notify you by email.
Can I order if the product is out of stock?
Yes. If the product is not in stock, we will order it from the manufacturer and ship it once received (usually within 2–3 weeks). The estimated delivery date is indicated on the website.
I’m interested in a product that is out of stock but I can’t order it. Why?
If the product is unavailable at the manufacturer, it cannot be ordered.
Which courier companies do you use for delivery?
Depending on the destination country, we ship with DHL, GLS or UPS.
Where will my order be delivered?
We recommend entering the address where you are most likely to be during the day, such as your home or workplace.
Do I have to pay shipping costs?
Shipping costs vary depending on the destination country and the total value of your order. You can view the exact cost in your basket before completing the purchase.
We do not ship to the Canary Islands, Azores, or Madeira.
What should I do if my order is incorrect or arrives damaged?
We take every precaution to avoid this. However, if your order is incorrect or arrives damaged, please contact us immediately for a replacement or refund. We will provide instructions and ensure you receive your order correctly as soon as possible.
What is your return policy?
Customers have 30 days from the date of receipt to return a product.
Only intact products in perfect condition can be returned. The following items cannot be returned: opened contact lens boxes or products not in perfect condition.
Refunds are made using the same payment method used for the order. For bank transfers, we will transfer the refund to the account provided. Please review our refund and return policy before placing an order.
Return shipping costs are the customer’s responsibility and vary by country. The price is shown in the return portal at the time of request.
To request a return, please use our return portal.
For further details, you can consult our General Terms & Conditions.