Refund policy
Welcome to Comelstile
At Comelstile, we are committed to making your shopping experience pleasant and satisfying. If, for any reason, your purchase does not meet your expectations, you have 14 days to request a return. We invite you to carefully read our Returns and Refunds Policy:
Return Period
To initiate a return request, you have 14 days from the date you receive your order. The withdrawal period, during which you may exercise your right to return the item, expires 14 days after the day on which you, or a person designated by you other than the carrier responsible for delivery, physically takes possession of the item. If multiple items are ordered as part of the same order but delivered separately, the 14-day period begins on the day you physically take possession of the last item delivered.
How to Request a Return
To initiate your return request, contact our Customer Service by email, by phone, or by completing our online form. We will provide you with all the assistance you need and send you a pre-filled return label to make the return process simple and organized.
Return Handling Fees
Please note that a return handling fee applies. The amount varies depending on the delivery area of the order:
Italy: €5
European Union, United Kingdom, United States and Switzerland: €10
Albania, Bosnia and Herzegovina, Iceland, Kosovo, Liechtenstein, Moldova, Montenegro and Norway: €30
Rest of the world: €45
Conversion into other currencies will be made according to the exchange rate determined by the European Central Bank, applicable at the time the return request is submitted.
Return Authorization and Label
To ensure a correct and smooth return procedure, we ask you to obtain authorization from our Customer Service before shipping the item back. Any item returned without our authorization or without the return label provided by our Customer Service will not be considered eligible for a refund.
Return Shipping Times
Items to be returned must be shipped within 10 days of receiving the return label. We ask you to proceed with the return within the indicated timeframe to avoid delays in processing your refund.
Return Shipping Address
Eyeoo Srl
via De’ Musei, 4
40124 Bologna (BO) Italy
This address is pre-filled on the return label and on the documents you will receive.
Condition of Returned Items
To be eligible for a refund, returned items must be unworn and in perfect condition, complete with all accessories and the original, intact packaging. We will not be able to refund items that do not meet these criteria. Please note that responsibility for the returned item remains with the purchaser until it is delivered back to our premises. For further information on the right to return and receive a refund, please consult our Terms and Conditions of Service.
Refund Procedure
Responsibility for the item being returned remains with you until it is delivered back to our premises. Once we receive the returned item and verify that it is eligible, we will initiate the refund procedure. You will be refunded the price paid for the item, less the return handling fees. Please note that shipping costs and any taxes incurred are non-refundable. Refund processing times may vary depending on the payment method used.
Exclusions
Sale items cannot be returned and are not eligible for a refund. Customized frames, including those fitted with prescription or non-prescription lenses, are not eligible for a refund, except where they are defective or do not conform to the prescription provided at the time of purchase. In the event of a defect or discrepancy with the prescription, please contact our Customer Service immediately.
Defects Upon Delivery
All items we ship undergo a quality check before dispatch. In the unlikely event that you receive a defective item, please contact us immediately. We will be happy to assist you and help resolve the issue.
For further information or questions regarding our Returns and Refunds Policy, you can contact our dedicated Customer Service team by completing the contact form or by writing to servizioclienti@comelstile.it.
Thank you for choosing Comelstile.
Last updated: July 27, 2026