Track your order
As soon as the package has been shipped, Dalpasso Srl will send the customer an e-mail containing the order summary and the shipment tracking details, where available.
The customer may use the details included in the e-mail to check the delivery status directly on the website of the carrier chosen for the shipment.
Problems with an order?
If the buyer has received a broken, defective, non-compliant or wrong product, or if one or more of the ordered products are missing, they may report the anomaly by calling 0522 453999 or by sending an e-mail to dalpassoshop@otticadalpasso.it.
If the consumer finds a defect in one or more purchased products, they are invited to promptly inform Dalpasso Srl by sending an e-mail to dalpassoshop@otticadalpasso.it.
In the event of an ascertained lack of conformity, the consumer is entitled to have the conformity of the product restored by means of free repair or replacement, in accordance with the provisions of the regulations in force.
In the event of a wrong product or missing products, after verifying the reported error, Dalpasso Srl will promptly provide for the free replacement or send the missing goods.
The report must be made within 14 calendar days from the date of receipt of the goods indicated by the carrier for anomalies relating to the order received.
In the event of a defective or non-compliant product, the legal guarantee of conformity provided for by the regulations in force shall remain unaffected.
Returns
To exercise the right of withdrawal, the consumer may complete the form available on this page or send Dalpasso Srl an explicit communication stating their intention to return one or more products by e-mail to dalpassoshop@otticadalpasso.it.
The return request must be made within 14 days from the date of receipt of the goods indicated by the carrier.
After submitting the form, the customer will receive an automatic confirmation by e-mail at the address provided. Dalpasso Srl will verify the order details and, if the withdrawal can be exercised in accordance with the applicable legislation, will send the instructions to proceed with the return, including the address to which the product must be shipped. In the event of any issues or incomplete information, the customer will be contacted by our customer service.
The consumer must return the goods by shipping them within 14 days from the date on which they informed Dalpasso Srl of their intention to withdraw, to the address indicated by Dalpasso Srl together with the return instructions.
The consumer must return the purchased products intact, complete with all their parts, accessories and documentation, preferably in their original packaging and, in any case, suitably packed in order to avoid damage during transport.
Shipping costs in the event of withdrawal shall be borne by the buyer, including any customs fees, duties and any other ancillary costs that may be requested by customs or tax authorities.
The refund will be made only after the product has been returned to Dalpasso Srl’s premises and after its integrity has been verified. Dalpasso Srl will refund the consumer the value of the returned goods, withholding the shipping costs indicated in the order summary.
In the event of payment by credit card or other electronic payment method, the amount will be credited back using the same payment method used by the customer for the purchase, where possible.
The right of withdrawal may not be exercised for customised, made-to-measure or sealed products that cannot be returned after opening.
In particular, the following cannot be returned:
- opened packages of contact lenses, contact lens solutions, artificial tears or products for ocular prostheses;
- customised, modified or specially ordered products for the customer;
- glasses modified after delivery;
- products that are damaged, incomplete, used beyond normal testing or tampered with.
Frames may be tried on as they would be in store, but they must be returned intact, complete and in the same condition in which they were delivered. The fitting of lenses, technical adjustments, modifications or interventions carried out by the customer or by third parties make the product no longer compliant with its original condition and may result in the return being refused or the refund being reduced.
Order withdrawal request
Contacts
For communications relating to orders or assistance requests, the customer may contact Dalpasso Srl by sending an e-mail to dalpassoshop@otticadalpasso.it or by calling 0522 453999, available from Monday to Friday, from 9:00 am to 1:30 pm and from 2:00 pm to 5:30 pm.
