Have you shipped my order?
Please allow an additional 2-3 weeks for delays that may occur as a result of the Global Pandemic. If you have any queries about the timeline please don't hesitate to contact us at firstname.lastname@example.org
Can I exchange my order for something else?
We can provide an exchange or refund for your order as long as your item is placed back into its original packaging, with all original tags attached. Full priced items may be returned within 4 weeks from the date purchase, via mail or DHL Express. If you would like to return any item from your order please email us at email@example.com
My frame is not balanced?
Every pair of OTAVI frames are handmade from the highest grade cellulose acetate, a high quality plastic originating from the renewable resources of wood pulp and natural cotton fibres This is a premium material that can be heated and molded to achieve optimum fit, offering the wearer more flexibility and comfort. Sometimes acetate frames need to be readjusted and we are more than happy to do that for you. Please contact customer support at firstname.lastname@example.org to arrange shipping. You can also take them into a local optician to have them adjusted to your face for free. This would likely be the easiest solution.
I scratched my lenses, what can I do?
We'd love to get your frames looking new again but unfortunately scratched lenses are not covered by the OTAVI warranty and we do not manufacture or sell replacement parts. To maximise the life of your frames we recommend using the OTAVI microfibre polishing cloth to clean the lenses and keeping them safely stashed in the provided OTAVI pouch and/or case when they’re not being worn.
Can I order glasses with prescription lenses?
Unfortunately OTAVI does not offer prescription fulfilment yet. This is something we hope to offer in the near future!