Contact Us

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94 Queen Street
Newton Abbot
UK

Handmade sunglasses designed in England and made in Italy

Terms & Conditions

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FAQ / Terms & Conditions

Orders

How can I cancel or change my order?
Send an email to guillaume@fan-festival.com with your order number and we will handle your request. 

Can I track my shipment?
If you want to track your order you can send an email to guillaume@fan-festival.com and we will send you your tracking code.

The colour that I want is not available anymore. What can I do?
Send an email at sales@fan-festival.com and we will update you as soon as the glasses are back in stock. 

Payment

Which platform is hosting your online store?
Our store is hosted on the secure website Squarespace / Stripe. Squarespace / Stripe is a leading cloud-based, multichannel commerce platform designed for small and medium-sized businesses. They provide us with the online e-commerce platform that allows us to sell our products and services to you. For more information visit www.squarespace.com

Which types of payment do you accept?
We accept the following payment types: Pay Pal, Visa, MasterCard, American Express. All payments on www.fan-festival.com are via a secure SSL encrypted server from Squarespace.com / Stripe.
 

What do I need to know when I pay with a credit card?
The shipping address must be identical to the credit card owners address. We don't accept shipping address changes when paying with credit card.

What do I need to know when I pay with PayPal?
The shipping address must be identical to the address in the Paypal account. This is a security requirement from Paypal. If the addresses don’t match the order will not be sent. 

Shipping

Which countries do you ship to?
Austria, Belgium, Denmark, France, Germany, Ireland, Italy, Luxembourg, Monaco, Netherlands, Portugal, Spain, United Kingdom, Andorra, Bulgaria, Croatia, Cyprus, Czech Republic, Estonia, Finland, Gibraltar, Greece, Hungary, Israel, Latvia, Lithuania, Malta, Norway, Poland, Romania, Slovakia, Slovenia, Sweden, Switzerland, Turkey, Ukraine, Australia, Brazil, Canada, Hong Kong, Iceland, Indonesia, India, Japan, Malaysia, New Zealand, Singapore, Thailand, United States. Is your country not on the list? Send an email to ssales@fanoptics.co.uk and we will figure something out.

What does shipping to my country cost?
€5 to Austria, Belgium, Denmark, France, Germany, Ireland, Italy, Luxembourg, Monaco, Netherlands, Portugal, Spain, United Kingdom.

€10 to Andorra, Bulgaria, Croatia, Cyprus, Czech Republic, Estonia, Finland, Gibraltar, Greece, Hungary, Israel, Latvia, Lithuania, Malta, Norway, Poland, Romania, Slovakia, Slovenia, Sweden, Switzerland, Turkey, Ukraine. 

€20 to Australia, Brazil, Canada, Hong Kong, Iceland, Indonesia, India, Japan, Malaysia, New Zealand, Singapore, Thailand, United States. 

All other countries €30. 

How long does shipping take?
Europe: 1-8 working days. Rest of the world may take up to 8-12 working days depending on customs.

I did not receive my package, what can I do?
In case the carrier does not succeed in delivering the item to you because you weren't at home, please try reaching the carrier via email and/or telephone. If the carrier eventually ships the item back to us, and you still want to get the sunglasses, you'll have to pay again for the shipping costs. Otherwise we'll refund the full amount without the original shipment costs. If this is not solving the problem please contact us at sales@fanoptics.co.uk and we’ll help you.

Returns and Exchanges

What is your return policy?
If 14 days have gone by since your purchase has been received, unfortunately we can’t offer you a refund or exchange. To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. 

What do I need to do when I want to return my glasses?
To return your product, first send an email to sales@fan-festival.com with your order number and request. After confirmation from us, you can send your product to: Fan Optics, Nieuwpoortkade 2a, 1055RX Amsterdam. You will be responsible for the shipping costs for returning your item. The initial shipping costs will be refunded if the item is faulty.

Do I need to use a trackable shipping service?
You should consider using a trackable shipping service or purchasing shipping insurance. We can’t guarantee that we will receive your returned items. Items lost in transportation will not be refunded.

What do I need to do when I want to exchange my glasses?
If your frames are defective or damaged and within 14 days of receipt we can exchange them for the same frames, if available. First send us an email at sales@fanoptics.co.uk and after confirmation from us you can send the glasses to: Fan Optics, Nieuwpoortkade 2a, 1055RX Amsterdam. 

The Product

What can I do if the frame becomes misshapen?
It is possible that during transportation and extreme temperature changes the acetate material might warp and bend around the nose bridge causing the frame to sit askew. This happens sometimes with acetate frames and can be easily fixed by any optician near you.

What kind of lenses do your glasses have?
All our sunglasses are provided with 'Carl Zeiss Vision' lenses. The very best quality from the German lens specialists.

What is the best way to clean my lenses?
Use the cleaning cloth provided that comes with the frame.

What are the frames made of?
Our frames are made from acetate from the iconic Italian manufacturer Mazzucchelli. The acetates are biodegradable and made from a combination of wood pulp, cotton and bio resins. 

Are the frames available in different sizes?
No, all our frames are one size. 

Are the frames available in every colour?
No, for every new collection we choose a certain number of colours for every frame.

What is the material of your case?
Our cases are made from recycled leather and 100% Italian made.

Can a sunglass frame also be delivered as an optical frame?
No, but you can always ask your local optician whether it is possible to put optical lenses in your favourite sun frame.