Exchange and Return Policy

If you buy a frame, sunglasses or an accessory without prescription lenses, you have 14 calendar days from delivery to withdraw, with no need to give a reason. Write to hola@cristalesgafas.com within that period.

Send it back complete and unused, with its case and packaging, to OPTIMEGO S.L. — C/ Alhóndiga 17, 18002 Granada (Spain). Return shipping is at your expense and the parcel must be prepaid: we don’t accept cash-on-delivery returns.

We refund you within a maximum of 14 days from receiving the item, using the same payment method you used. If you order that frame with prescription lenses, it is no longer a standard product and what we explain below applies.

Prescription lenses are manufactured and edged to measure for your specific frame and prescription. For this reason, in accordance with article 103.c) of the General Law for the Defence of Consumers and Users, the lenses are excluded from the right of withdrawal: they cannot be returned once manufactured.

This is the case at any optician's: a lens cut for your frame cannot be reused or resold.

Although the lenses cannot be returned due to their customised nature, we keep a satisfaction guarantee: if within 7 days of receiving your glasses you find the lenses don't match the prescription you provided, we remake them correctly at no product cost (shipping costs are on you). We require a valid, current prescription from your eye-care professional. This process can be done once.

Progressive lenses require an adaptation period. That's why we offer a 90-day adaptation guarantee exclusive to progressives: if after that period, and following our usage instructions, you can't adapt, we refund the cost of the lenses with a €30 retention for manufacturing, pickup and handling costs.

To activate it, contact us at hola@cristalesgafas.com within 90 days. Our opticians will first try to resolve the adaptation (review of centring, corridor or treatments); the refund applies only if there is no technical solution.

If the product arrives damaged or has a manufacturing defect, write to us and we’ll solve it at no cost to you: on top of the legal guarantee you are entitled to, we offer a 3-year commercial guarantee on manufacturing defects of frames and lenses. In that case, we cover pickup and shipping.

1. Always contact us first at hola@cristalesgafas.com before sending anything, within 7 days of receiving the order (90 days for non-adaptation to progressives).
2. For frames, sunglasses and accessories without prescription lenses, the deadline to tell us is 14 days from delivery.
3. Once authorised, send us the product well protected so it isn't damaged in transit.
4. On receiving it and checking its condition, we process the exchange. All exchange shipments are carriage paid by the customer; carriage-forward shipments are not accepted.

If the error is ours (except aesthetic issues due to incorrect index or thinning choice by the customer), we cover the pickup and shipping costs.