Order on approval
What do I do if I have a complaint?
All complaints can also be handled easily through the retailer portal – so you can get an answer from us even faster! To do this, go to “Orders” in your profile, find the relevant order and the defective frame in it. Once you find it, select it and click “Complain”. You will then be asked to fill out a description, attach pictures of the frame and proof of sale. If the complaint concerns the coating/color defects/surface effects, the frame can be returned immediately, otherwise wait for feedback from our customer service.
Where can I find my invoices?
You can find the invoices in the respective order – just search for the order and click on the eye. You can view the order’s individual items there or download the linked PDFs, whichever you prefer.
What happens if I have ordered something incorrectly or in error?
If you have ordered something incorrectly and therefore want to return it, the first thing you need to do is search for the order – either directly in “Orders” or using the search bar. In the order you select the frame that was ordered incorrectly and select “Return”. Then follow the instructions. It is very important that the order confirmation or the delivery note is sent with the glasses in the package, only then we can clearly assign the return. We hope you understand that we have to charge a handling fee of €10 for these kinds of returns.
Where can I find my orders?
All your orders as well as your personal details, plus a watch list and a lot of useful ratings can be found in the menu under “My profile”.
Why can’t I find a particular pair of glasses?
If you cannot find the frame you are looking for in the shop, we do not currently offer it. This can be for a number of reasons – maybe it’s just sold out or it’s an older model. If you’re looking for an alternative, we’d be happy to advise you! Spare parts are of course provided for, we have a separate category for this.
How do I find the model I am looking for?
You can find our collection in the “Shop” menu item, or alternatively you can search and find a model using the search bar. Just click on the magnifying glass and enter the model number.
Is Universal Fit available for Andy Wolf frames?
Yes, it is generally available with all our models (except for White Heat).
Are the frames also available in a matt finish?
Shiny eyewear can be given a matt finish. It takes two to three weeks to apply. Frames which have already been sold can also be given a matt finish. The eyewear is then returned to us without the lenses and we apply the matt finish. Important: Eyewear which are not matted by default can not be returned!
What if I want to buy a certain frame in a different colour, but can’t find it?
You can see all available colours in the retailer portal here. Our collections are extended all the time, so if there is something new, you will see the frame here.
How can I add a reference number?
In the shopping cart, you can see all the eyewear you have added to your order in a list. For each model, there is a button called “References” on the far right of the line. Click on this to open a list for each frame and model in which reference numbers can be entered, and then click on “Save references” to save these for the order. When you place your order, this data is also sent to us.
How can I cancel my order?
Small orders of up to 6 items will be shipped within the same day, so they can only be cancelled on the same day. The best thing to do is to contact your contact in the support team.
How do I place an order?
Once you’ve chosen your favourite frames, add them to the shopping cart. You can do this directly below each frame by clicking on + or -. To order the frames, click either on “Add to shopping cart” in the detailed view for each frame (simply click on it), or select “Shopping cart” in the menu. In the shopping cart, you can then see all of the frames that you have added to your order. At this point you can add references or notes to your order, mark your order as a selection shipment and check your data again. If you click on “Send order”, your order will be sent to us. Additionally you will receive a confirmation email with a summary of your order.
Can I order several frames in different quantities?
Yes. Your shopping cart only contains the items that you want to order. Just add the items you want, you can change your order at any time in the shopping cart and before you send it.
How can I check if I have sent the right order?
You can view and check the orders you have sent in the menu under “Account overview”.