Shipping
This section explains shipping, prices and delivery times for our products. If you have questions, you can contact our customer service team.
1. Prices and shipping costs
Shipping costs may vary according to the destination country or geographical area. You can see the exact shipping charge by entering your details and delivery address during checkout, before completing payment.
2. General delivery times
Once an order leaves our premises, the usual estimated delivery time quoted by carriers is 5 to 10 days. However, the total time until you receive your order depends on the availability of the item:
“PRODUCT IN STOCK. IMMEDIATE DISPATCH”: These items are prepared and dispatched on the day of purchase, except on weekends and public holidays.
“PRODUCT AVAILABLE TO ORDER”: These items are not physically in our warehouse and must be ordered from the manufacturer. In this case, the estimated time until you receive the item is 15 to 20 working days, excluding weekends and public holidays. As soon as the product reaches our warehouse, it will be prepared immediately for delivery to your address.
Note: In some cases, delivery times may be extended because of high demand for certain models from the manufacturer.
3. Delivery times for prescription glasses and contact lenses
Lens assembly and manufacturing require additional time:
Prescription glasses with a frame in stock: If you buy a frame that is in stock and add prescription lenses, the usual delivery time is 5 to 12 days. If the frame must be ordered from the factory, the time is 15 to 20 days.
Special lenses: Orders with high prescriptions, progressive lenses, therapeutic lenses or specific treatments may require additional manufacturing days, which will be added to the total delivery time.
Contact lenses: For simple prescriptions, the delivery time is usually 5 to 12 days. Custom-manufactured contact lenses may take between 15 and 20 days.
4. Taxes and customs charges
Shipping within Europe (EU): All prices for European Union countries include the applicable charges and taxes. In the exceptional case that customs requires you to pay an amount, we will reimburse it.
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Shipping outside the European Union: Although uncommon, your country's customs authorities may ask you to pay import taxes. This amount is not included in the final product price; the courier company will tell you if payment is required.
Exception: We will reimburse this amount for deliveries to Australia, and to the European Union as mentioned above, provided you have not chosen DHL or express shipping.
5. Order tracking
We currently arrange deliveries through DHL and national postal services.
Once your order has been processed and handed to the courier, you will receive an email with the tracking number.
You can follow your delivery through your user account on our website, on the carrier's website, or by contacting our customer service team.
If your delivery uses the standard postal service (Correos), you can also enter your tracking number on your country's official postal service website to check its status once it crosses the border.
6. Returns and restocking fee
You have 14 calendar days from receipt to request a return or frame exchange. Prescription lenses may be exchanged due to failure to adapt within 60 days, after trying them for at least 10 days and following an assessment by an optician. Refunds are issued using the original payment method within a maximum of 14 calendar days after the return has been approved and the product received.
If your order contains 2 or more items and at least some of those products were specifically ordered from our suppliers after the order was confirmed, a voluntary return or cancellation will incur a 15% restocking fee on the total order value. This fee covers the actual costs of reverse logistics, inspection, relabelling and reconditioning that we incur when moving those products outside the normal sales cycle.
The restocking fee does NOT apply in the following cases:
- Products with manufacturing defects.
- Items damaged during transport.
- Shipping errors on our part, such as the wrong product or incorrect assembly.
- Exchanges due to failure to adapt to prescription lenses within the warranty period.
This charge allows us to continue offering competitive prices to other customers without being affected by large-scale cancellations of orders containing multiple items. If you have questions about how it is calculated in your particular case, email info@gafascanarias.com before placing your order.
For voluntary returns, shipping, preparation, customs where applicable, payment fees and administration costs specified in the policy are deducted. Products in stock can be cancelled before dispatch, deducting the payment fee. Supplier orders cancelled within the first 30 days incur administration costs and non-refundable payment fees. After more than 30 days without dispatch, a full refund is issued without a penalty. Customised products, prescription lenses and contact lenses cannot be cancelled once ordered from the factory.
Gift cards are non-refundable and cannot be exchanged for cash unless required by law; they do not expire. See all conditions and exceptions in our Returns and refunds policy. Contact: info@gafascanarias.com.
7. Deliveries to external carriers and freight forwarders
Deliveries to external carriers and freight forwarders: When the customer expressly requests delivery to an external carrier, freight forwarder, reshipper or any logistics intermediary appointed by them, whether domestically or internationally, Gafas Canarias's responsibility for the goods ends when they are delivered to that carrier or forwarder. From that point, all risks of loss, theft, deterioration or damage during transport, intermediate storage or onward shipping are borne exclusively by the customer and/or the carrier they have contracted. Gafas Canarias accepts no responsibility and will not provide compensation for incidents arising from logistics services not contracted directly by us. Claims for loss, delay or damage must be made directly to the carrier or forwarder chosen by the customer.