FAQs

Covid 19 & General inquiries

Where are your glasses made?

Our glasses are made in FabbricaTorino’s production plants in Italy. All glasses are handmade in Turin, Italy. When our products leave the factory, they are packed and shipped by a carefully trained staff member after undergoing extensive checks.

Are your packages safe to open?

Yes. When our products leave our factory, they are packed and shipped by a carefully trained employee after undergoing extensive checks. Furthermore, according to the World Health Organization, it is safe to open packages from Italy, and other countries where COVID-19 has been reported.

Should I expect delays in deliveries due to the COVID 19 emergency?

Our deliveries are up and running, but the safety of our customers and employees are a priority, for this reason some delays in shipping your order might occur.

Are your online deliveries safe?

When you buy online, you avoid any close human contact. All our courier service partners have strict protocols in place to ensure all precautionary measures are followed.

What is the best way to clean my frame?

Generation Eyewear & Fabbricatorino use only the highest quality Italian acetate and metal alloys, which enable the frames to continually stay in the best condition. However, we recommend careful treatment, especially of the lenses, which can be damaged by improper use resulting in scratches or haziness, which in turn may cause eye strain.

We recommend you clean your frames regularly using the cloth provided in our packaging. Never use paper towels, clothing, household detergents, soaps or glass cleaners, as these can grind dust and fibres into lenses and damage their coatings over time. Similarly, please also avoid the use of aggressive cleaners on the metal or acetate components of your frames. If the surface of the acetate on your frames starts to lose its shine, we recommend to polish it.

Please note that over time, even with careful care, deposits may accumulate in the small grooves between the glass and the frame that cannot be reached and removed with the cleaning cloth alone. If this occurs please consult your nearest optometrist store who can professionally disassemble and clean the glasses.

Are there any temperatures or weather conditions I should be wary of?

Avoid exposing any frames to temperatures in excess of 40ºC (104ºF) or placing them in direct sunlight.

When not being worn your frames should always be stored in the case provided to prevent damage, preferably in a dry place between -10ºC and +35ºC.

Returns & Exchange

Can I request a refund if I am not satisfied with my pair of glasses?

Yes, you have 15 days from receipt to return an item for a refund or an identical replacement pair of glasses. Please see the relevant section of the Returns policy for more information.

How should i ship my return?

Upon receipt of your return authorization number (RA#) from our Customer Care team, pack and seal your box securely, in the original package if possible.

When will I receive my refund ?

In line with our return policies, your refund is generally released within 15 business days from the date on which your decision to withdraw from the transaction was communicated to us and the item was returned to us. Returns are processed within 3 to 5 business days. In view of COVID-19 emergency, your refund might suffer some delays, and will be generated upon our staff capacity.

Can I exchange my order?

Unshipped orders are eligible for exchange up to 30 days from original purchase date. To exchange a shipped order, the original item must be re-turned (following the return procedure) and a new order must be placed. Please contact us at shop@generationeyewear.com with any questions.

How do I contact the Generation Eyewear customer service team?

At the moment, all of our customer service requests are handle via email at shop@generationeyewear.com

Orders

Will my credit card be charged immediately?

Before we process an order we must have the full outstanding balance paid. Once this is complete you will receive an order confirmation email, followed by a second confirmation email from either us or the delivery company when your item has been packed and shipped.

How do I change or cancel an order?

If you would like to amend your order in any way, please contact shop@generationeyewear.com as soon as you can. We will endeavor to accommodate any changes where possible and if received in time. Please note that if you wish to cancel an order, you will need to contact us immediately, since we are unable to cancel goods that have already been shipped and are en route to their destination. In the event that this timeframe is missed, you will need to take delivery of and then return the order to us.

What are my payment options?

We accept Visa, Mastercard, American express, Discover, and Apple Pay. We also support Paypal and venmo payments. Payments are made in USD.

Where can I find a store near me that sells your products?

We only sell products online at the moment. We will inform you when our store will be opened.

Is my personal and credit card information safe on your website?

Yes, we have taken several steps to ensure all information received from our online visitors is secure from unauthorized access and use. All transactions are completed on a secure server. In secure mode, your computer and our server send data back and forth in an encrypted format, and we also support Paypal transactions online.