Shipping
Where do you ship to?
Our goal is for every customer to be totally satisfied with their purchase. If this isn't the case, let us know and we'll do our best to work with you to make it right.
Where do you ship from?
Lunetterie Générale's main warehouse is located in Montréal, Canada. All orders are shipped from this location by our dedicated team.
What is your shipping policy?
Lunetterie Générale is proud to offer free international shipping for all our esteemed customers on every order over $150.
Are duties and import taxes included?
For all shipments to Europe and the US, Lunetterie Générale covers VAT/sales taxes, customs charges and import taxes. Since we ship from Canada, Canadian customers will be charged applicable local taxes, but no additional import duties or customs fees will apply.
For international shipments, we adhere to the Incoterm DAP (Delivered At Place). Under this arrangement, customers are responsible for settling any outstanding import taxes, customs clearance fees, or other additional charges stipulated by the customs authorities of the destination country. In such cases, the shipping company will notify you via phone or email. Please be aware that if a customer declines to pay the imposed taxes, Lunetterie Générale reserves the right to initiate the return of the purchased product to its shipping address.
When will I receive my order?
Lunetterie Générale typically processes and ships standard orders within 2-3 business days. However, for custom sunglasses orders, a longer processing time of 7-9 business days is necessary. Once your order has been shipped, please allow the following time for your package to be delivered:
Shipment to Asia – 5-7 business days
Shipment in Oceania – 5-7 business days
Shipment in Europe – 5-7 business days
Shipment to America – 5-7 business days
* Delivery time may vary according to carrier conditions, the holidays and the customs clearance procedures, which are beyond our control.
How can I track my order?
Once your purchase is confirmed, an email with a UPS tracking number will be sent to you. You can use this number to track your shipment the next day.
Order & Product Information
Can I order prescription lenses?
At present, we do not provide prescription lenses online. All our frames are designed to be prescription-ready whenever you decide to add them. Lunetterie Générale suggests visiting one of our authorized retailers listed here. If you purchase a frame online, any local independent optician can assist you in adding your prescription. For further assistance or inquiries, feel free to contact us via the chat section or through email at order@lunetteriegenerale.com
How can I pay?
All payments processed online are safe and secured.
We provide many different payment methods. You may pay with American Express, VISA and MasterCard, as well as Paypal where ever you are. For flexible payment options, you can use Apple Pay or Klarna - a Buy-Now, Pay-Later solution that allows you to split your entire online purchase into 4 interest-free payments, over 6 weeks with no impact to your credit.
You might find other country-specific payment options available at checkout.
How does pre-order work?
If you've purchased an item marked as 'pre-order,' it indicates that the item is currently not in stock and will be shipped at a later date. Please check the approximate shipping date provided on the product page for reference. If your order includes items that are currently in stock, these items will be shipped immediately, while your pre-order item(s) will be shipped once available.
If you've ordered sunglasses with custom lenses, your order will be fulfilled when the frame is back in stock. As the approximate shipping date approaches, you will receive an email to notify you when your order is being processed.
Can I cancel or modify my order?
To modify or cancel an order, please contact us promptly at order@lunetteriegenerale.com. However, please note that we may not be able to make changes if the product has already been dispatched. If your order has already been shipped, kindly return your purchase within 14 days of receiving it.
What warranty do you offer on your products?
Lunetterie Générale guarantees its products for a period of 2 years from the date of purchase. Under this warranty, if a part is found to be defective in materials or workmanship, it will be repaired or replaced at no charge. To avail of this warranty, please return the product along with your proof of purchase to your optician, fashion retailer, or to the mailing address of the company’s head office.
It's important to note that this warranty does not cover lenses scratched by normal wear, nor does it cover any accidental damage resulting from mishandling, unauthorized repair, or modification of the product.
To submit a warranty claim, please email order@lunetteriegenerale.com, detailing the issue and providing pictures for our review. If your frames fall under warranty, we will process the order for you. In cases where the frames do not qualify for warranty coverage, you have the option to place an order for the defective part.
Where can I get my frames repaired?
For any repair inquiries, please always contact the retail store or optician from which you purchased the glasses. If, however, the retailer is no longer an authorized Lunetterie Générale retailer, kindly reach out to us at order@lunetteriegenerale.com, and we'll be happy to assist you.
Where are your products made?
At Lunetterie Générale, we prioritize quality, which is why our frames are meticulously handmade in Japan by the finest eyewear artisans. Our workshops are situated in Sabae, Fukui Prefecture, a region renowned for over a century for producing the most innovative eyewear products.
The final stages of quality control, lens cutting, and mounting take place at our warehouse in Montréal, Canada.
What materials are used to make your frames?
All our acetate frames are meticulously crafted using Japanese-made cellulose acetate sourced from well-known Takiron & Daicel factories. The hardware and custom metal pieces are fashioned with precision from premium titanium. In the case of our metal frames, we use Japanese beta-titanium, soldering each component together with exceptional care to ensure durability.
For our sunglasses frames, we employ sun lenses made with high-grade CR-39 material—a lightweight and scratch-resistant plastic. Featuring hard coating and backside violet-color anti-reflective treatment, our sun lenses not only provide excellent eye protection but also guarantee 100% UV protection.
Returns
What is the delay to request a return?
To make a return, you have to place a return request within 14 days of receiving the product.
How do I make a return?
FREE RETURNS FOR NORTH AMERICA
We offer complimentary returns for our North American customers within 14 days of receiving your product(s).
- To begin the return process, click here to access our returns portal.
- Enter your order number and select the product(s) you wish to return.
- If your request meets the return conditions, you will be able to download a return label by the end of the process.
You may also initiate a return by emailing us at order@lunetteriegenerale.com.
INTERNATIONAL RETURNS
For international customers, we offer a returns service with a flat fee of $40 within 14 days of receiving your product(s).
- To begin the return process, click here to access our returns portal.
- Enter your order number and select the product(s) you wish to return.
- If your request meets the return conditions, you will be able to download a return label by the end of the process.
You can also email order@lunetteriegenerale.com to initiate a return.
What are your return conditions?
To be eligible for a return and receive a full credit, the following conditions must be met:
- Regular-Priced Items Only: Sale items are final sale and cannot be refunded or exchanged.
- Final Sale Items are: Sun lenses and accessories.
- New Condition: Items must be unworn, and unused, and include all original accessories.
- Original Lenses: Glasses must retain their original lenses (lenses must not be replaced or removed).
- Intact Protective Film: If the product includes a protective film, it must remain intact.
Returns that do not meet these conditions may be refused at the discretion of Lunetterie Générale.
What products are excluded from returns?
All accessories and custom cut lenses are considered final sale and cannot be returned. Any product purchased on sale is also excluded from returns.
Can I make an exchange?
At this time, we do not offer direct exchanges for online purchases. Instead:
- Initiate a return for the unwanted item.
- Place a new order for the desired item.
If your original order has not been processed or shipped, contact us via email or chat to request changes. Our team will be happy to assist you.
How will my refund be processed?
All product returns are inspected by our quality control team. Once your return passes inspection:
- You will receive written approval from our customer service team.
- A full refund will be issued within 7 business days on your original payment method.
Please note: Depending on your bank, refunds may take up to 10 additional business days to appear in your account.
If more than 15 business days have passed since your return was approved and you haven’t received your refund, contact us at order@lunetteriegenerale.com.
