FAQ

We aim at shipping your order as soon as possible, in any case all orders will be shipped within 72 hours from the confirmation. If your order is placed during the weekend or on a holiday, it will be processed on the next business day. Delivery time varies depending on your location and customs processing time. THe average is 3-6 working days. Delivery time is estimated from the time your order is shipped, not when it is placed. When your order is shipped you will receive a shipping confirmation email with a tracking number for the shipment.

If you suspect that your parcel is being delayed, or that something went wrong, please send us an email at sales@madinitaly.com as soon as possible. Mad in Italy is not responsible for any unanticipated delays caused by weather conditions or any other circumstances beyond Mad in Italy’s control. Please be informed that if a parcel has been lost, the courier owns the right to allow up to 3 months from the complaint date before a refund is being made while conducting the investigation.

You can return your frame within 14 days from delivery. Please make your notification within 10 days after delivery. Returns are free of charge and you don’t have to pay for the shipment.

We will change or refund items at these conditions:

- The item must have been purchased directly from our website: www.madinitaly.com,

- The item must be in its original condition,

- The item must be unworn or unused,

- The item must be free of scratches and damages,

- All original packaging must be intact (example: case, cleaning cloth, box, papers...)

- Items must be returned accompanied by a copy of the official documentation (invoice/receipt of purchase).

If your return doesn’t fulfil the basic requirements and it is not in its original condition, we reserve the right to refuse your item(s) and you will be liable for any damage to the product and we reserve the right to charge you with the return postage. Please do not send your return to Mad in Italy’s authorized retailers.

If you requested a refund, we will refund you once we receive back the product. We will inspect and process your return, and if there are any issues we will contact you directly. We ensure you receive your refund as quickly as possible but please note that refund might take up to 14 days. If the package gets lost or is delayed, we may have to withhold the reimbursement until we receive the parcel. You will receive an email once the refund process has been completed. Please note that it may take a while for the refund to appear on your statement.

If you requested a different product (exchange), we will ship you the new product once we receive yours. We will inspect and process your return and if there are any issues we will contact you directly. We ensure you receive what your exchange as quickly as possible but please note that exchanges might be processed within 14 days. If the new item costs less or more than the original item, then you will either receive a refund or a new charge for the difference. If the package gets lost or is delayed, we may have to withhold the new item until we receive the parcel. You will receive an email confirmation when your return has been completed.

By email:

1. Write a return request email to sales@madinitaly.com within 10 days from delivery.

2. Specify in the subject of the email “RETURN + your order number” and be sure to explain clearly the reason for the return by including in the email if you prefer a different product (specifying which one) or a refund and a picture of your product.

3. Once the return has been approved, you will receive the return label and instructions for the courier via email. We will organize for the courier to pick the package up from your chosen address.

4. Please contact us if for any reason you don’t receive your prepaid shipping label through email. The carrier tracking number can be found on the prepaid shipping label, please make note of this number for your records so you may track the status of your return.

5. Print the prepaid shipping label that you received by email (please note that you need to have access to a printer to be able to print the return label).

6. Prepare the box and attach the label on it. Make sure to include a copy of the order confirmation/invoice in the package. If you are shipping with a different box from the original, please be sure to pack your return well-padded to prevent damage in transit and to avoid incurring any charges.

By phone:

1. Call us at +39 0439 190 46 80 within 10 days from delivery. Please have your purchase order number at hand when contacting our customer service.

2. Explain clearly the reason for the return and tell us if you prefer a different product (specifying which one) or a refund. We will ask you for a picture of your product.

3. We may reply you back with an email telling if your return is approved or not.

4. Once the return has been approved, you will receive the return label and instructions for the courier via email. We will organize for the courier to pick the package up from your chosen address.

5. Please contact us if for any reason you don’t receive your prepaid shipping label through email. The carrier tracking number can be found on the prepaid shipping label, please make note of this number for your records so you may track the status of your return.

6. Print the prepaid shipping label that you received by email (please note that you need to have access to a printer to be able to print the return label).

7. Prepare the box and attach the label on it. Make sure to include a copy of the order confirmation/invoice in the package. If you are shipping with a different box from the original, please be sure to pack your return well-padded to prevent damage in transit and to avoid incurring any charges.

If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at administration@madinitaly.com.

If you have chosen to pay with credit cards VISA, Mastercard or Maestro, make sure that the information you have provided is correct and that all required fields are properly filled. If you encounter a refusal of your credit card, please check the following:

- Is the card valid? Check the expiration date on the front of the card.

- Does the name of the card match the billing address you have provided?

- Does the card have credit? Contact your bank to make sure the limit is not exceeded.

- Are the three-digit security code (on the back of the card) and the password correct?

If the payment is not successful, we will be exempt from the delivery of the item without prejudice to any other remedies or rights.

Yes, it is perfectly safe to place an order and make a payment on our website. We support 3D secure check-out and we are in compliance with PCI security standards. All information is encrypted using SSL encryption, which prevents unauthorized access to card details. We do not store any payment data after the transaction has been completed. If you have any concerns about the security of our website please don’t hesitate to get in touch with us.

To redeem a special offer, enter your promo code during checkout. After entering the offer code, adjustments will be made to eligible orders. Special offers cannot be applied to shipping. Special offers are valid while supplies last. Please see the specific offer details for complete terms and conditions, including expiration date and other exceptions. All orders are subject to verification.

We offer a two-year warranty against manufacturing defects from the date of sale. If you made your purchase in store, please contact the retailer where you purchased your frame. If you purchased online at madinitaly.com please contact us at sales@madinitaly.com. A proof of purchase will be requested as part of the warranty process.

If you find a production defect on your frame during the 2 year warranty period please contact our customer service at: sales@madinitaly.com or +39 0439 190 46 80 and describe the problem. Our team will ask you for a picture of the product and will inspect your frame. Should any part prove defective in either materials or manufacture, it will be replaced without charge. If your optical frame or sunglasses are not from our website, please get in touch with the optician where you bought your Mad in Italy glasses.

1. Find the product you are interested in and click on the photograph to see the product in full detail. Size, composition, price and availability are shown.

2. Select a product by clicking on the “Add to Cart” button. You can then choose to continue shopping or go directly to the checkout to complete your purchase.

3. In your basket you will find the summary of the product(s) you have chosen. Here you have the option to remove, continue shopping, change quantity or go directly to the checkout. The total price includes VAT and it is shown in the choosen currency (EU, USD, GBP). Shipping is free of charge.

4. The first step of the checkout process is to sign in with your existing account, or you may proceed as a guest and create an account later – if you wish.

5. Please fill in your personal details, including email address, name, last name and address.

6. Select a payment method and proceed. You can choose the express checkout or to pay with a credit card once you have inserted all your details.

7. A summary of your order will be shown. Please make sure all details are correct, that you agree with the Terms & Conditions and that you want to place the order. All good? Click “Place Order” to confirm your order.

8. You will now be redirected to our payment provider website to complete your online purchase with the payment method you selected in step 6. Please ensure that once you have completed the payment information (and confirmed this step), you are redirected back to the MAD IN ITALY website.

9. We will send you an email within a few minutes confirming we have received your order and payment. We advise you to save this email, as this is your order confirmation.

10. Please get in touch with our Customer Service for any assistance regarding your purchase.

An order is completed only after the payment has been processed and you’ve received the order confirmation email. Please note that by placing items in your cart without completing the order, you are not reserving the products and these could be purchased by other users in the meantime. If you’d like to secure the desired product, please complete the order as soon as possible.

If delivery details are missing or are incomplete you will be asked to provide these within 15 days. If we don’t receive the information during this period, we will cancel your order and issue a refund, after which you can place a new order on our website.

Sorry, but we do not. You will need to take our eyeglasses to a qualified optometrist to be fitted with corresponding prescription. If you want you can go to one of our selected retailers please find them here. Feel free to let us know if you need any assistance with this. We also sell Sunglasses that include all the lenses-filters, produced according to the European Community top quality standards.

Please note that orders are processed and shipped from Monday to Friday. We aim at shipping your order as soon as possible in any case all orders will be shipped within 72 hours from the confirmation. If your order is placed during the weekend or on a holiday, it will be processed on the next business day. Our shipment usually takes around 3-6 working days.

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2 years warranty