Przejdź do treści
€489,00
Polityka wysyłki
Effective Date: November 16, 2026
1. Scope & Regional Stores
This policy applies to products purchased directly from RayNeo’s official online stores. Please use the store corresponding to your delivery destination.
| Delivery Destination | Official Store |
|---|---|
| United States, Canada, Australia and Hong Kong | rayneo.com |
| European Union member states | eu.rayneo.com |
| United Kingdom | uk.rayneo.com |
| Japan | jp.rayneo.com |
Product availability and address eligibility are shown before purchase or at checkout.
Products purchased through third-party platforms or dealers are not covered by this policy’s delivery arrangements or service commitments. You may contact service@rayneo.com with your purchase channel, proof of purchase and request for assistance.
Policy updates will not retroactively reduce protections available when you purchased.
2. Delivery Charges & Import Taxes
Free standard delivery on all orders.
Import duties, import VAT and necessary customs-clearance fees are covered by RayNeo.
- Split shipments arranged by RayNeo do not incur additional delivery charges.
- If customs or a carrier requests payment of import charges, contact us for assistance.
- If you have already paid these charges, provide your order number and valid receipts for verification and reimbursement.
- Please provide accurate information reasonably required for customs clearance. We will help explain the requirements.
The import-charge rule also covers returns, exchanges, repairs and reshipments approved by RayNeo and handled according to our instructions. Charges already refunded by another party will not be reimbursed twice.
3. Processing, Production & Transit Times
Estimated delivery time = order processing + custom production, if applicable + transit time.
Processing & Production
| Product Type | Timing |
|---|---|
| In-stock standard products | 1 business day for processing after successful payment and receipt of complete order information. |
| Custom prescription glasses | Processing and information review within 1 business day after successful payment and receipt of complete order information. Production takes approximately 1 calendar month after complete, valid prescription and customization information is confirmed. |
| Preorders or out-of-stock products | The dispatch timeframe disclosed on the product page before purchase applies. Custom production timing applies where stated. |
Prescription production excludes transit time. If information requires correction or supplementation, production starts once complete, valid information is confirmed.
Business days are Monday through Friday, excluding applicable public holidays at the processing or delivery location.
Estimated Transit Times
| Destination | Estimated Transit Time |
|---|---|
| Supported US destinations | 3–7 business days |
| Canada | 5–10 business days |
| EU member states | 3–10 business days |
| United Kingdom | 3–7 business days |
| Australia | 5–10 business days |
| Hong Kong | 2–5 business days |
| Japan | 3–7 business days |
Transit begins when the parcel is physically handed to the carrier or receives an acceptance scan. Processing and production times are not included.
Creating a tracking number does not mean the parcel has been handed to the carrier.
Where a product-specific transit estimate is stated on the product page before purchase, that estimate applies. Supported remote addresses may require an additional 3–7 business days, with no additional remote-area delivery surcharge.
Exceptional Cross-Border Shipments
In exceptional cases, your order may ship from a warehouse in another country or region due to stock availability or shipping arrangements. These cross-border shipments may take longer than the estimated transit times above due to shipping routes and customs clearance.
Please check your tracking information for updates. If delivery exceeds the estimated timeframe, contact service@rayneo.com for assistance.
Standard shipping remains free, and RayNeo covers applicable import duties, import taxes, and necessary customs clearance fees. This does not affect your statutory rights.
4. Notifications, Preorders & Delays
- Dispatch: We email shipment tracking details.
- Preorders or unavailable stock: An estimated dispatch date or range is disclosed before purchase.
- Delivery delays: Please check your tracking information for updates. If delivery exceeds the estimated timeframe, contact customer service. We will help investigate and explain available options based on the shipment status.
- No acceptance scan or stalled tracking: Contact customer service for assistance.
- Unshipped standard order cancellation: Contact us; we will assist based on processing status.
- Custom prescription cancellation: The 24-hour change-of-mind rule in our Returns, Refunds, Exchanges & Price Protection Policy applies.
If RayNeo cannot fulfill the order as agreed, we will discuss continued fulfillment, a refund or another applicable resolution. Estimated delivery times are not guaranteed delivery dates and do not limit your statutory rights.
5. Split Shipments
Orders may ship in separate parcels due to inventory, warehouse location or custom production arrangements.
- Each parcel has tracking information and details of its contents.
- We provide estimated dispatch timing for products awaiting stock or production.
- If a parcel does not contain all products, check whether another shipment is scheduled and contact us if needed.
- Return periods for independent products start from each product’s delivery.
- For bundles that must be used together and are split by RayNeo, the period starts when all products needed for normal use have arrived.
6. Address Restrictions & Changes
We currently do not deliver to:
- P.O. boxes;
- APO, FPO or DPO military addresses;
- Alaska, Hawaii or US territories;
- Addresses not served by our carriers.
Check the recipient’s name, address, postal code and contact details before ordering.
- Before shipment: We assist with standard-order changes or cancellation based on processing status.
- After shipment: We may request interception or redirection, but success is not guaranteed. Any fees will be explained for your agreement before proceeding.
- Prescription or customization changes: The 24-hour rule applies.
- Prescription order address changes: Contact us separately to check feasibility. Post-shipment changes are not guaranteed.
- RayNeo processing errors: We help correct the error and arrange a resolution.
- Unserviceable address discovered after ordering: We discuss an alternative address. If no workable arrangement is reached, the order is canceled and corresponding payments refunded.
7. Delivery Problems
You may contact RayNeo about delivery problems whether or not your order has Seel delivery protection.
| Issue | Next Steps |
|---|---|
| Stalled tracking or overdue delivery | Provide your order number and tracking information. We will investigate with the carrier and update you. |
| Delivered but not received | Check the delivery location and anyone who may have accepted the parcel, then contact us promptly. Protected orders may also submit a Seel claim. |
| Shipping damage | Keep the product, packaging and label; provide photos or other evidence. We will arrange appropriate support and help with eligible claims. |
| Incorrect or missing products | Provide your order number and details of products received. We will verify and arrange reshipment, replacement or refund. |
| Returned to sender | Contact us to establish the reason. We will discuss redelivery or another resolution. |
Inspect packaging and products on receipt where possible and retain evidence if there is a problem. An unboxing video is not required for every after-sales request. Reasonable evidence may be requested for the particular issue.
8. Seel Worry Free Delivery
Orders with valid Seel Worry Free Delivery protection may submit claims under the applicable terms. Covered products, regions and conditions are determined by the protection confirmation and applicable terms.
Delivery protection is separate from RayNeo’s 30-day free return service. Having or not having delivery protection does not affect an eligible free return.
Coverage
| Incident | Conditions & Benefit |
|---|---|
| Delivered but not received | Apply within 7 calendar days after recorded delivery. Submit a police report, security-camera evidence or carrier letter. Eligible claims receive the order merchandise amount under the applicable coverage. |
| In-transit loss | Tracking shows loss or a clear exception. Eligible claims receive the order merchandise amount under the applicable coverage. |
| No tracking updates | Carrier acceptance recorded, with no updates for more than 10 calendar days domestically or 20 calendar days internationally, and no delivery. Apply as a loss claim. |
| Extended non-delivery | Carrier acceptance recorded, with more than 30 calendar days from shipment domestically or 60 calendar days internationally, without delivery. Apply as a loss claim. |
| Shipping damage | Apply within 7 calendar days after delivery. Replacement-parts compensation, partial compensation or total-loss compensation is agreed according to the damage. |
| Delivery delay | The agreed delay conditions at 10 days from shipment domestically or 30 days internationally. Benefit: 5 units of the transaction currency, such as USD 5 or AUD 5. |
Domestic and international are determined by the actual shipping origin and destination, not the purchase store. Eligibility, deadlines and review outcomes are subject to the applicable protection terms.
Seel claim thresholds are not RayNeo delivery promises and are not waiting periods before contacting us for help.
Submitting a Claim
Select “Report an issue” in your protection email or visit resolve.seel.com. Use your order email address and order number or policy ID.
Seel will make initial contact within 48 hours after submission. This is not a deadline for final approval or payment.
- Seel support: support@seel.com
- RayNeo assistance: service@rayneo.com
Cancellation & Fee Refunds
- Entire order canceled before shipment: Protection is canceled with the order. Any protection fee you paid is refunded.
- Protection-only cancellation before shipment: Contact RayNeo customer service.
- After shipment: Cancellation and protection-fee refunds are generally unavailable. For split orders, shipment of any parcel means the order has shipped.
- Product returned after shipment: A product refund does not automatically include the delivery protection fee. Contact us for assistance with exceptional cases.
- Complimentary protection: Cancellation does not generate an additional cash refund.
9. Contact & Statutory Rights
Email service@rayneo.com with your order number, purchase store and a description of the issue.
This policy and third-party delivery protection terms do not limit your statutory rights. Mandatory applicable law takes precedence.