FAQs


GLASSES

HOW CAN I TRY YOUR FRAMES ON?

We have over than 170 Authorized Movitra retailers worldwide. They are in Europa, USA, Turkey, China and many other countries. Find the closest one to you here.

DO YOUR SUNGLASSES PROVIDE UV PROTECTION?

Movitra’ sunglass lenses provide an extreme protection against UVA and UVB radiations. The categories of the lenses varies from category 1 up to 3, as underlined in each product page.

ARE THE PRODUCTS ON MOVITRA.IT THE SAME AS IN AUTHORIZED MOVITRA RETAILERS?

Largerly they are, but available assortments may vary on Movitra.it and in Authorized Movitra Retailers . If you have a question regarding a frame you are unable to find on Movitra.it please e-mail customercare@movitra.it.

HOW CAN I FIND OUT WHEN NEW PRODUCTS ARE AVAILABLE ON MOVITRA.IT?

Join the Movitra Family and sign-up for our newsletter in the footer to stay up to date on Movitra’s news and updates, or follow us on Instagram!

THE FRAME I’M LOOKING FOR IS OUT OF STOCK. WHEN WILL IT BE AVAILABLE AGAIN?

If the frame you are looking for is sold out, sign up for our newsletter, we always inform our subscribers when something comes back in stock. Remember that some collections are limited and will no longer be created, you will find this information in the product page.

I HAVE A NICKEL ALLERGY. WHAT TYPE OF FRAME SHOULD I BUY?

If you have a nickel allergy we recommend choosing an acetate frame from our Amarcord, Founder, Laudo or 2020 Sun Collection. Shop them here.

WHERE ARE YOUR FRAMES AND LENSES MADE?

Our supply chain is all, proudly made in Italy.When it comes to acetate, MAZZUCCHELLI 1849 is one of the most important Italian companies with over 170 years of experience in the sector. The premium acetate of the frames is a modified natural polymer derived from cotton.Our lenses are supplied by the renowned company ZEISS®, our partner and among the largest manufacturers of the most famous optical systems in the world. The ZEISS® guarantee is included in each eyewear packaging.


CARE & USE

HOW DO I CLEAN MY GLASSES?

For a quick clean, blow loose particles off your frames first, and then clean with the Movitra clean cloth, than you can find in the eyewear packaging. For a deep clean, add a drop of liquid dish soap (moisturizer-free) to a bowl of water big enough to submerge your frame. Soak for a few minutes, then wipe clean with a premium paper towel or a soft cloth.

DO YOU PROVIDE PRESCRIPTION LENSES?

No, due to the Italian’s regulations, we do not offer prescription lenses. Nevertheless, all our frames are adaptable for eyesight glasses. So choose the model you like the best (by selecting it with demo lenses) and visit your trusted optician to have your prescription lenses mounted.

HOW TO PLACE YOUR ORDER

WHEN WILL I RECEIVE CONFIRMATION THAT MY ORDER WAS SUCCESSFUL?

Once you place your order you will receive an order confirmation email. This confirms that we have received your order request.Once your payment has been successful and your items have been picked and dispatched, you will then receive an e-mail confirming your order has left our warehouse.

WHEN WILL I RECEIVE CONFIRMATION THAT MY ORDER IS ON ITS WAY TO ME?

Once your order has been confirmed, our warehouse will pick and pack your items and then you will receive a dispatch confirmation email.Your confirmation of despatch email will contain your tracking details. Details of how to track your parcel can be found at our Tracking Your Order section of the FAQs.

DO I NEED TO CREATE AN ACCOUNT AND WHAT ARE THE BENEFITS?

No, you don’t. You can easily check out as a guest. Indeed, if you sign up for our Newsletter you’ll receive a lot of benefits, such as the following ones: get regular style updates straight to your inbox, shopping our new season styles as soon as they arrive, be the first to hear the latest news from movitra.it, receive updates on the latest arrivals, have access to online-exclusive promo.

WHAT PAYMENT TYPES DO YOU ACCEPT ONLINE?

We accept Visa, MasterCard, Maestro and Pay Pal. Payment is only debited from your card at the time of dispatch unless you are paying with Paypal when payment is taken at the time of order. Please note, if you pay using PayPal the payment is taken at the point of purchase. However, if any goods are canceled your PayPal account will be refunded.

IS YOUR SITE SECURE?

Shopping is secure on movitra.it.


We utilize the highest industry-standard secure sockets layer (256-bit SSL Certificate, level-1 PCI compliant ) technology to allow for the encryption of potentially sensitive information such as your name, address and other critically sensitive information like your credit card details. Information passed between your computer and our website cannot be read in the event someone else intercepts it.


This technology includes the following features:Authentication - this assures your browser that your data is being sent to the correct computer server and that the server is secure.Encryption - this encodes the data so that it cannot be read by anyone other than the secure server.Data integrity - this checks the data being transferred to ensure it has not been altered.

AT WHAT STAGE IS PAYMENT TAKEN FROM MY CARD?

We ask your bank for authorization of your debit/credit card when you place an order with us.


However, your card will only be charged when we despatch your goods to you; you’ll receive an email from us to confirm which items are being sent and the exact amount charged to your card. So if for any reason we are unable to send any items you’ll only be charged for the items we do send.Please note, if you pay using PayPal then payment is taken at the time of purchase. However, if any goods are canceled your PayPal account will be refunded.

CAN I AMEND MY ORDER?

We are unable to amend any part of your order or change the delivery or payment method once your order is complete.You may be able to cancel your order if this has not dispatched yet. Please contact our Customer Relation Team who will be more than happy to look into your query. For more information on how to return items to us, please see our Returns page.

WILL I BE CHARGED VAT?

All prices on our website include VAT where applicable and any charges for the applicable sales tax in the country of delivery. Rates vary by country but our prices remain unchanged due to various supply chain factors.

I LIVE OUTSIDE THE EUROPEAN UNION, WILL I HAVE TO PAY IMPORT DUTIES OR TAXES?

Yes, for any purchase on movitra.it any custom or import duties for the delivery from Italy to any other country will be at customer’s expense. Custom or import duties imposed on products eventually returned to Italy will be at customer’s expense too.

I'VE MADE A MISTAKE WITH MY ORDER, CAN I CHANGE IT?

Once you have completed your order, you can no longer change your order. Don't worry though, you can easily return any unwanted items to us for a refund. Alternatively please don’t hesitate to contact our Customer Service Team who will be more than happy to look into your query further. For more information on how to return items to us, please see our Returns page.

I'VE JUST CONFIRMED MY ORDER, CAN I ADD OTHER ITEMS TO IT?

Once you’ve placed your order, you can no longer add items to this order. You will need to complete a separate order to purchase the additional items. If you then contact our Customer Relations team and let us know both order numbers, we'll be happy to refund you the additional delivery charge.

SHIPPING, TRACKING & SERVICES

GENERAL INFORMATION

We are glad to offer you the Free Shipping for all your purchases on movitra.it in all the European Union Member Countries and the United Kingdom.


For Switzerland, we adopt a FREE shipping policy, except that duties, taxes and the additional VAT will be at the Customer's expenses.Please note that in any case any custom or import duties imposed on products returned to Italy will be at your expenses.


All orders are processed in EURO (EUR, €).Any eventual Returned Products will be re-delivered by Movitra at the same shipping cost to the Customer, as long as our return procedure is followed.


Orders will be shipped using a Movitra trusted delivery service.


Your order should arrive in approximately 2-7 business days after shipping, Monday through Friday.


Please make sure that the shipping address is correct as we are unable to amend order information once the merchandise has left our warehouse and is on the way to you. In addition we cannot process an order where a P.O. box, APO/FPO, or Freight Forwarder address is given as the delivery address.

ABOUT INTERNATIONAL DELIVERY OUTSIDE THE EUROPEAN UNION AND U.K.

For orders delivered to destination countries outside the European Union Member Countries and the United Kingdom ( U.K.), the relative Shipping cost is displayed at the checkout, while any custom or import duties will be at your expenses.Any eventual Returned Products will be re-delivered by Movitra at the same delivery cost to the Customer, as long as our return procedure is followed.Please note that in any case any custom or import duties imposed on products returned to Italy will be at your expenses.

V.A.T.

All prices on our website include V.A.T .where applicable, as well as any charges of applicable sales tax in the country of delivery. Rates vary by country but our prices remain unchanged due to various supply chain factors.

HOW WILL I KNOW WHEN MY ORDER HAS BEEN DISPATCHED?

Once your order has been dispatched from our warehouse, you'll be sent an email advising you that it's on its way.The email will also contain your tracking number and a link to our courier’s website that will tell you the current status of your delivery. You can also track your parcel through your account if you are registered with us.If you any questions related to tracking your order please contact us and we’ll be happy to help.

THE STATUS OF MY PARCEL SAYS DELIVERED BUT I HAVEN'T RECEIVED IT?

You will need to contact us in order for us to check with the carrier. Please quote your order number in any correspondence.

WHAT DO I DO IF THERE'S A PROBLEM WITH MY DELIVERY?

If you have a problem with your delivery, you can contact us and we'll be able to look into this further for you.

CAN I PAY IN MY OWN CURRENCY?

Yes

WHY HASN'T MY CARD PAYMENT GONE THROUGH?

We’re not always able to specify why card payments don’t clear, as the card payment process involves both our system and your bank's.


If a card payment fails please double check you’ve entered all the details correctly, that you are using a card which has not expired, and that your billing address has been entered at checkout exactly as it appears on your bank statement.


Please make sure that your billing address on your account details is the same as the details that your payment card is registered to, otherwise, your payment will be declined. This is for your protection.


If all else fails then please try an alternative card for payment - we accept all major credit and debit cards.

RETURNS


GENERAL INFORMATION

It's important that you feel good with your Movitra Glasses, so we are glad to do our best in order to support you in the returns and exchange procedures.FREE SHIPPING IN THE EUROPEAN UNION AND UK

RETURNS

Please return your unworn item within 30 days from delivery, for a full refund of the goods.


On any orders a return shipping charge is applied for Returned Products to Italy, as long as our procedure is followed.


Requested Returns will be collected at your address using a Movitra trusted delivery service, please note that in case of eventual Returns any customs or import duties for products returned to Italy will be at your expenses.In case of eventual Returns we are unable to predict the eventual charges and the Customer is liable for the payment of import duties, customs and local sales tax.


You could contact your local customs office for more information on potential charges.We guarantee to refund any item purchased on movitra.it that you are not completely satisfied with, once it is returned to us in a saleable condition within 30 days of receipt.


We do our best in order to satisfy your needs and to make the return procedure quick and precise.

RETURNS PROCEDURE

EXCHANGES

If you would like to exchange any product from the site, please specify the new model you would like to receive. Select the reason for your exchange and follow the returns process above.We endeavor to send your exchanged items within 30 days of receiving your item to our warehouse.

DEFECTIVE PRODUCTS

If you are unhappy with any of your purchases and feel it may be defective due to a manufacturing fault, please do get in contact with us.


Please do provide as much information as possible concerning the product and the order, eventually including one or more detailed pictures.If you return a defective Product to us we will examine the returned Product and will notify you of your refund via e-mail within a reasonable period of time.


We will usually process the refund due to you as soon as possible and, in any case within 30 (THIRTY) calendar days of the day we confirmed to you via email that you were entitled to a refund for the defective Product.


Products returned by you because of a defect will be refunded in full, including a refund of the original delivery charges for sending the (defective) item to you and the cost incurred by you in returning the item to us.Any eventual custom or import duties imposed on defective products returned to Italy will be paid by Movitra.

WILL MY RETURN POSTAGE BE REFUNDED?

For returns within European Member Countries and the United Kingdom, sending items back is free if you use Movitra return procedure.Please contact us if you have any questions regarding returning your order and we would be happy to look into this further for you.

I'VE SENT SOME ITEMS BACK TO YOU, HOW WILL I BE REFUNDED?

Once we have received and processed your returned items, your online refund will be made to your original method of payment.As soon as your return has been processed by our warehouse, we'll email you to let you know. Once your refund has been confirmed on email, please allow up to 14 working days for the amount to appear on your payment card.

HOW LONG AFTER I’VE SENT MY PARCEL BACK TO YOU WILL I BE REFUNDED?

As soon as your return has been processed by our warehouse, we'll email you to let you know once your refund has been confirmed on email, please allow up to 3-5 working days for the amount to appear on your payment card.

I'VE LOST MY RETURNS NOTE, WHAT CAN I DO?

You can print off and include your dispatch confirmation email indicating your reason for returning your items as well as confirming if you would like a size exchange or a refund.Alternatively, you can send a covering letter in your parcel clearly stating the following:Your Name and AddressYour Order numberThe reason for returning your order.

HOW WILL I KNOW WHEN MY ORDER HAS BEEN REFUNDED?

As soon as your return has been processed by our warehouse, we'll email you to let you know.

WHY NOT RETURN TO ONE OF OUR STORES?

Unfortunately, at the moment we cannot accept return purchases made online to any of our international stores. We'll be glad to inform you when this will be possible.

        Written By Stefania Ferraro