Frequent Questions

Have questions about your online order? Let us help. If you don’t see your question below, send us an email and we’ll be happy to answer your question. Email Us Now

When can I expect my order?
U.S. Standard Orders: 7-10 Days
U.S. 2 Day Orders: 2 Business Days if placed Monday-Friday by 11:30 AM ET
U.S. Next day Orders: The following Business Day if placed Monday-Friday by 11:30 AM ET
We know as soon as you click the “Pay Now” button, you’ll be anxiously waiting for your new glasses to arrive. We’ll do everything in our power to meet our promised shipping dates. You will receive standard orders within 7-10 business days after placing your order.
What if there are shipping delays?
While we like to think we’re good at everything, there are a few areas beyond our control. And unfortunately, that includes shipping. During high-shipping times like the holidays, your order could potentially experience minor delays. But don’t worry. If that happens, we’ll be sure to reach out via email to update you. Thanks for your patience, and we hope our glasses are worth the wait!
Where do you ship?
We currently ship to all addresses in the United States. If you are outside of the US, please click on the flag icon at the top of our homepage to view the countries/locations that we ship to. If you cannot see your country/location listed, then it's likely we do not currently ship there. Countries that we currently do not ship to are Egypt, New Zealand, Australia and Russia. Prescription items are not available to ship to Puerto Rico or APO.
What are your shipping costs?
A key focus for us is providing the highest-quality products at the lowest-available cost. That’s why we always offer free standard shipping (5-7 day delivery) on all domestic, non-prescription orders over $50.
We also offer U.S. Standard Shipping on orders below $50 for $9.99 and Next Day Shipping for $19.00.
Expedited shipping is not available for Puerto Rico or APO.
What shipping timelines can we expect during the holidays?
While we like to think we’re good at everything, there are a few areas beyond our control. And unfortunately, that includes shipping. During high-shipping times like the holidays, your order could potentially experience minor delays. But don’t worry. If that happens, we’ll be sure to reach out via email to update you. Thanks for your patience, and we hope our glasses are worth the wait!
What is the last day to place my order to get it in time for the holidays?
Order before 12/17 to get before Friday 12/23

STANDARD SHIPPING OPTION
2023 holiday dates will be posted as soon as the couriers release their transit timelines

EXPEDITED 2 DAY* SHIPPING OPTION
2023 holiday dates will be posted as soon as the couriers release their transit timelines

EXPEDITED OVERNIGHT* SHIPPING OPTION
2023 holiday dates will be posted as soon as the couriers release their transit timelines

*OVERNIGHT and 2 Day only applicable to the United States. Does not include weekend delivery. Transit times are delayed for holidays and are not guaranteed.
**Orders placed after the specified dates and times cannot be guaranteed for holiday arrival.
What is your return policy?
We want you to be completely happy with your purchase. If, for any reason, you are unsatisfied with your order, we’ll happily accept a return within 30 days of your original purchase date. Your returns and exchanges are free of charge for U.S. orders only. Unfortunately, we currently do not offer free shipping on returns for orders placed outside of the U.S. This includes Canada.
What happens if the tracking hasn’t updated?
If you notice that your tracking hasn't been updated or has stopped moving, please contact the carrier directly. Confirm your address with them, and they should be able to provide an update. If the carrier doesn’t help resolve the issue, do not hesitate to reach out to us for assistance. We will make sure you get the products you ordered!
What is your return policy?
We want you to be completely happy with your purchase. If, for any reason, you are unsatisfied with your order, we’ll happily accept a return within 30 days of your original purchase date. Your returns and exchanges are free of charge for U.S. orders only. Unfortunately, we currently do not offer free shipping on returns for orders placed outside of the U.S. This includes Canada.
Which products are eligible for returns?
We only accept returns on items purchased from priverevaux.com, items purchased from Authorized PRIVE REVAUX retailers must be returned at the place of purchase. All products purchased from priverevaux.com with the exception of discontinued sale products or items marked for final sale (which we will clearly indicate at time of purchase), all of our products can be returned within 30 days. Please make sure products are unused and in their original packaging.
Do you provide free shipping for returns?
Yes, we will cover the return shipping costs for all U.S. returns and exchanges only. We currently do not provide free shipping on returns shipped outside the U.S. This includes Canada.
How do I return a product?
We’re sorry you were unhappy with your order. We try to make returns as easy as possible. Any products returned must be in their original condition and packaging, and submitted with your shipping invoice.

Here’s how to submit your return for domestic US orders:

  • Go to our return portal here - returns.priverevaux.com. Enter your order number or the email address used when placing your order.
  • Follow the steps as you are guided through the process. Once complete, print your Return Authorization Form.
  • Pack your products in the original packaging, including any documentation, return authorization form, accessories and manuals you may have received with the product. Make sure everything is well packed and secure to prevent damage during shipping.
  • For U.S. orders, follow the instructions to print your free return shipping label, adhere the label to the outside of the package, and make sure all previous address information is covered. For orders placed outside the U.S., you will need to pay for return shipping, and you can use any carrier you prefer.


Here’s how to submit your return for international orders or orders from Canada:

Reach out to us at contact@priverevaux.com and one of our support team members can assist!
How long will it take to get reimbursed for my return?
Once we receive your returned product, we will process your return quickly (after any necessary package quarantine). You should receive credit in your original form of payment within 7-10 days. We will send you an email with status updates.
How can I exchange a product?
If you need to exchange a product for a different color or style, that’s easy, too. We process exchanges just like returns. You will return the product and receive credit for the returned items. You can order your replacement product at any time.

Here’s how to submit your exchange:

  • Enter your order number and the email address used when placing your order.
  • Follow the steps as you are guided through the process. Once complete, print your Return Authorization Form.
  • Pack your products in the original packaging, including any documentation, return authorization form, accessories and manuals you may have received with the product. Make sure everything is well packed and secure to prevent damage during shipping.
  • For U.S. orders, follow the instructions to print your free return shipping label, adhere the label to the outside of the package, and make sure all previous address information is covered. For orders placed outside the U.S., you will need to pay for return shipping, and you can use any carrier you prefer.
How can I replace a product that has broken or malfunctioned?
We pride ourselves on delivering quality products, but every once in a while a product may arrive that doesn't meet our quality standards. We will absolutely take care of any product malfunction issues within the first 90 days.

What is not covered by your warranty:

• Normal wear and tear.

• Damage caused by misuse, abuse or neglect.

•Damage caused by anything other than defects in material or workmanship.

•Item purchased from a third-party retailer.
I never received my product, but it says it was delivered. What do I do?
First, please confirm that your shipping address is correct. Then, reach out to the carrier for guidance on tracing your package. If they cannot locate your package, please call us and we’ll help get you what you ordered!
My tracking status says it was returned to sender. What do I do?
If your order was undeliverable or returned to sender, please reach out to our customer service team and we will send you a new shipment.
What happens when I receive the wrong item in my order?
We’re sorry for any inconvenience. Please reach out to our customer service team, and we will help get you the correct products you ordered.

Virtual Try-On

With our Virtual Try-on tool, we can help you find your perfect frames using a smartphone or camera. Still have more questions? Send us an email, and we can help you out.

What do I need?
To get started with our virtual try-on, all you need is a friendly smartphone or computer equipped with a camera!
How does it work?
Trying on glasses has never been easier, and it's just a 3-step process:
1. Choose the frame that catches your eye from our fabulous selection here. Take a peek at our collection here.
2. Follow the simple on-screen prompts and gently turn your head from side to side. Quick tip: If you're wearing glasses, remember to take them off before starting.
3. Voilà! Watch in awe as the glasses magically appear on your face in the captured image! You can even adjust the view by moving your mouse left and right. Have fun trying out different styles!
What do you do with the recordings? Do you keep them?
We capture your recording solely to give you the awesome virtual try-on experience! It's all about making sure you can see how amazing our products look on you. Plus, your individual recording is kept private, and only you have access to it. And hey, if you ever want to remove it, that's totally cool too! We're here to make sure you have the best experience possible.
How can I remove my recording?
You've got options to remove your recording whenever you like! You can simply click the "re-do" button located at the bottom of the image, and voilà, it'll be deleted in a jiffy. Alternatively, you can head to any of our product pages and click the word "re-do" on the left-bottom corner within the "Virtual Try On" – easy peasy! We believe in giving you full control of your experience, so feel free to remove your recording anytime you wish. Happy trying on!
Is Virtual Try On available on all frames?
You can try them on virtually before making your awesome choice. For a complete list of frames where you can experience this feature, just head over to our website and check out the full list here

Technical Product Details

Find information such as our Declarations of Conformity, as well as other technical product details.

Where do I find the Declarations of Conformity?
Find our Declarations of Conformity here. https://priverevaux.com/pages/declarations-of-conformity
How much is shipping?
Upon completion of your prescription; Standard shipping (21-28 business days for prescription orders) is free. Expedited shipping is not available. Prescription items are not available to ship to Puerto Rico or APO.
How long does it take to receive prescription frames?
Prescription orders should arrive within 21-28 business days for both optical and sun prescription lenses.
Do you keep my prescription on file for future orders?
We currently do not save your prescription. We will be adding it into the site soon.
How do you handle returns for prescriptions?
All prescription purchases can be returned within 30 days to receive a full refund via your original form of payment. You can easily submit your return request online; visit our Returns Page.

THE PRIVÉ PROMISE

For us, it’s not just about selling eyewear. It’s about giving you the service and satisfaction that you deserve.
Money-Back Guarantee
Free Case + Cloth
Free Returns & Exchanges
Polarized Standard on Most Lenses
World-Class Customer Service
Celebrity Inspired & Designed

HERE TO HELP

Call

Talk to us, the old-fashioned way

Real people who will chat back

Text

Let your fingers do the talking

Message

For all those socially connected

EMAIL

Drop us a note in our inbox

SAY HELLO TO OUR CUSTOMER SERVICE TEAM

Amanda

QUEENY

DANIEL

SARAH

ASHIRA