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FAQ

  • Products & Services

What Values do I need to Purchase Prescription Eyewear?

In order to apply your individual corrective values, we require your current prescription. This can be taken from your prescription for the right and left eye respectively. It is important that your values are recent as your vision can change over time.

How do I select the right frame size?

The correct width plays a crucial aesthetic role when choosing a pair of eyewear. It's important that your eyewear fits you well, being neither too wide nor too narrow.

 

If your glasses are too wide, they may slide down your nose or wobble while wearing, blurring your vision or forcing you to adjust their position all the time. If the glasses are too narrow, they may press against your nose or temples and lead to unnecessary discomfort.

 

Your glasses should sit in the middle of your face, no higher than your eyebrows. The total width of your frames should match the width of your face at the temples, leaving enough room on the sides to avoid digging in or leaving marks. Well-fitting glasses will create a sense of visual balance.

 

How do I find the right frame width?

 

You can check the correct width and fit of all our glasses with our virtual try-on on Instagram. The real glasses will look and fit exactly like virtual glasses: what you see is what you get.

 

On each product page, you find a try-on button that leads you straight to the corresponding virtual try-on on Instagram. Of course, you can also head straight to the filters section of our Instagram page and check out the virtual models there.

 

You will be able to try on all of our glasses before you buy.

 

Please note that the try-on only works on Instagram for mobile.

 

How do I order prescription eyewear online?

  1. Select the frame color and lens shade you like
  2. Check the look & fit with ourtry-on on Instagram
  3. If you like, share it with friends to get their opinion
  4. Go back to the product page
  5. Don’t forget to check the box for prescription lenses
  6. Click on ’Buy Now’ button to proceed to check-out
  7. Fill the form on the thank-you email 
  8. Endure a short wait until your new eyewear arrives (it’ll be quick, we promise)

How do I order prescription sunglasses online?

  1. Select the frame color and lens shade you like
  2. Check the look & fit with our try-on on Instagram your mobile device
  3. If you like, share it with friends to get their opinion
  4. Go back to the product page
  5. Don’t forget to check the box for prescription lenses
  6. Click on ’Buy Now’ button to proceed to check-out
  7. Fill out a quick form on the thank-you email. Done!
  8. Endure a short wait until your new eyewear arrives (it’ll be quick, we promise) 

Can I order prescription free glasses?

 

Yes, of course! All of our eyewear is available without prescription lenses. Just go on the product page and leave the box “prescription lenses” unchecked.

 

  • Payment Options

Pay with Voucher

Voucher conditions: Redeeming vouchers is dependent on the indicated minimum order value, date of validity, and/or specified category. Vouchers cannot be combined with other BRILIN sales promotions.

 

  1. Conditions for vouchers dependent on:
  • Indicated minimum order value
  • Date of validity
  • Category validity
  • Cannot be combined with other BRILIN sales promotions
  • Cannot be combined with other vouchers (one per order)
  • Cash payouts not possible

 

  1. On returns, minimum order value and minimum purchase amount:

 

We would appreciate your understanding regarding vouchers, in particular with regards to percentage discounts, which cannot be refunded or paid out when a partial or complete return has been made. Should the voucher be dependent on minimum order value, the value is then equated with the provided minimum order value. This means that when the minimum order value is not met by means of partial or complete return, the aforementioned voucher will lose its validity and the original price of the article will then apply.

Pay via Paypal/Shop Pay/ Google Pay

If you would like to pay for your purchases through Paypal/Shop Pay/Google Pay/Apple Pay, you will be redirected to the Paypal/Shop Pay/ Google Pay website after you have completed. Should you already be a Paypal/Shop Pay/Google Pay/Apple Pay customer, simply log into your account and complete the payment. Otherwise, you can register as a guest user or create an account. This form of payment is especially secure due to Paypal/Shop Pay/Google Pay/Apple Pay buyer protection policy, where you receive your money back if you encounter any problems.

The account linked with Paypal/Shop Pay/ Google Pay/Apple Pay will be debited on the day of the order, which will expedite your order process.

Pay with credit card

We accept the following credit cards:

 

When paying with a credit card, you will be asked to provide your credit card details during the order process. Your information will of course be sent securely over an SSL encrypted connection. Your credit card will be charged and your order then processed.

To protect you from credit card fraud, we may carry out additional confirmation of your data. In this case, you will receive a request via e-mail from our customer service team. The steps that will then proceed will be clarified in the e-mail.

 

  • Order Confirmation

I haven't received a confirmation of my order. Has my order been confirmed?

 

After you successfully complete your order you will receive a confirmation e-mail (to the address you have stated) from BRILIN. A successful order is confirmed once BRILIN sends you an order confirmation e-mail.

If you do not receive an order confirmation e-mail - please check your spam folder.

Are you having problems receiving e-mails from BRILIN in general? Then please contact our customer service team by our email: support@brilinberlin.com

 

  • Delivery

 

Delivery Time

 

The majority of our products are available in our warehouse and ready to be sent straight to you. Should your product happen to not be in stock, we will send it to you as soon as possible upon receipt from the manufacturer.

Items in stock which do not require individual preparation (e.g. sunglasses and eyewear) will be delivered within 2-4 working days. However, if your eyewear/sunglasses need to be fitted with prescription lenses, the delivery can take 6-14 working days.

Note: Delivery times can also be found on the product details page as well as in your basket.

 

2-4 working days:

  • Sunglasses
  • Eyewear without prescription

6-14 working days:

  • Eyewear / Sunglasses with your individual prescription

Can the Delivery Address Vary from the Invoice Address?

 

We are happy to post your products to a delivery address that differs to that on your invoice address. Make sure to provide the correct and complete address where you would like to have item(s) sent to.

 

  • International Delivery

 

Which countries outside of Germany do you deliver to?

 

At the moment we deliver to the European Union and Schengen zone countries. International delivery only upon request via our email

 

How will I be invoiced?

 

For the sake of the environment, you will receive a digital invoice for your order via email. Should you be unable to find your invoice or if you have entered the wrong e-mail address, please contact our customer service team. We will then resend the invoice and update your e-mail address if need be.

 

  • Returns & Refunds

14-day Money-Back Guarantee

 

We guarantee you a 14-day money back period on all products, including prescription glasses. Should you be dissatisfied with the product(s) you have received, or they simply don't meet your expectations, you have 14 days from date of receipt to send them back to us, free of charge. We will refund you the full amount of the products.

 

Can I return prescription glasses and sunglasses?

 

Of course, we also accept frames that have been fitted with prescription lenses. If you want to change your correction values, we can also replace the lenses. Simply fill out the included adjustment/returns form and send it back to us together with your order.

 

  • Returns

 

How do I send an item(s) back?

  1. Send us an email at support@brilinberlin.com.
  2. Please tell us in few words the reason of the return.
  3. We will send you back the return label by email.
  4. Drop off the parcel at your local Mail branch.
  5. You will be e-mailed a receipt of confirmation as soon as the return has reached us. We will reimburse you within 1-3 working days.

Please note your tracking number when sending your parcel back to BRILIN; otherwise, it will not be possible for us to track the delivery.

 

How much does return shipping cost?

 

Returns are free! If you should misplace or receive the returns label, please contact our customer service team. We’ll send you a new one to the provided e-mail address straightaway.

 

What happens if I no longer have my return label?

Should it occur that this label is missing, please contact our customer service. We will promptly send a new one to the provided e-mail address.

 

Have you received my return(s)?

 

You will receive an e-mail with a receipt of confirmation as soon as your return reaches us. Please note your tracking number; so, we will be able to track your return.

 

  • Refunds

 

How do I get my money back?

 

For refunds we use the same payment method used for the original transaction.

 

When will I receive my money back?

 

You will usually be reimbursed within 1-3 working days after the returned item(s) have been received. We’ll inform you via e-mail once we have refunded the purchase amount.

 

I made a mistake on my order. What should I do now?

 

If you have mistakenly submitted your order with the incorrect prescription values or delivery address, for example, please inform our customer service team immediately. Your request will be processed as fast as possible.

 

  • Cancelling an order

 

Want to have a think? Or perhaps you’ve changed your mind? No problem! BRILIN offers a 14-day returns policy on all products, including eyewear that have been made up to your prescription. If you’re not completely happy with your new glasses simply return them to us within 14 days.

 

When does the 14-day returns period start?

 

The time starts when you receive your glasses from us. If you’re not completely happy with your new glasses, you have 14 days to return your order to us.

 

If you do not have a returns label please contact customer services, who will send a replacement label to your preferred address.

 

Keine Überraschung bei Lieferung
Kostenloser Versand
5000+
14 Tage Rückgabegarantie
German
German