Frequently asked questions

• Package tracking

  As soon as your order is being prepared, you will be notified by e-mail. The order will then be shipped during the day, and you can both find your parcel number in your customer area, and in the emails that will be sent to you by the carrier you have selected.

  Note: the tracking number will only be active when the carrier has taken charge of the package.

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  The tracking link is also available from your customer account:

  Click on "My orders" and select the order concerned.

  Click on "Track my order

  If your package is indicated as delivered and you have not yet received it, we advise you to consult your letter box. In case of absence at the time of delivery, the post office should have deposited a calling card.

• What types of delivery are possible?

  We offer several delivery methods, depending on the country of destination. You can select it when placing your order, after validation of your basket.

• Visiofactory stores

  Yes we have stores, located in France. See our stores in detail, including our superb Wittenheim showroom!

• Glasses size

  Are you hesitating between a medium or small model? Consult our Size Guide to help you choose the right sunglasses or prescription glasses. It is accessible directly on the sheet of each product.

• Glasses in stock

  At Visiofactory, all the glasses that you can add to your cart are in stock in our warehouse located in France. As soon as a telescope is out of stock, it is not possible to order it. This guarantees you super-fast shipping!

  You can activate the option to be notified as soon as the coveted pair of glasses returns to stock in our warehouse.

• How to create an account ?

  Are you a new customer?

  Create your account and benefit from many advantages :

  Track all your orders
  Save time for your next purchases
  Benefit from exclusive offers
  You just have to go to the authentication page to have access to "Create an account".

  You will then be able to fill in the different elements required: name, first name, email, password, address and phone number.

  All these data are necessary for the processing and shipping of your future orders.

  You will receive a confirmation of your account registration by e-mail.

• Forgot your password ?

  Forgot your password? Don't panic, you can request a password retrieval on the login page of your customer account.

  If you do not receive the email in question: have you checked your spam?

  If you can't receive it, please contact us by phone to solve the problem quickly.

• Pay in several instalments

  We offer free credit card payment in 4 installments with our partner Cofidis.

  On the other hand, we do not accept checks, and therefore no payment with several checks, thank you for your understanding.

• Request an exchange

  How to request an exchange?

  As part of an exchange request, please follow the steps mentioned in the "Make a return" tab.

  When registering your return, specify the desired model for the exchange in the "Reason for return" field before validating and generating your return voucher.