FAQ
1.DO I NEED TO REGISTER TO MAKE A PURCHASE?
Yes. To register on the site, simply click on the "REGISTER" link and enter all your billing, shipping, and mobile phone information. This procedure only needs to be completed for the first purchase; on each subsequent visit, the customer will only need to enter their email address and password and will be automatically recognized by the system.
2. IS IT POSSIBLE TO MODIFY MY PROFILE DATA AFTER REGISTRATION?
Yes. The Customer can change the data (for example, address or email) in his/her profile at any time. To do so, simply click on the "MY ACCOUNT" link, make the desired changes, and then save the new profile.
3. IS IT POSSIBLE TO CREATE A LIST OF FAVORITES?
Yes. Customers can save a list of their favorite items using the "MY WISHLIST" feature. Clicking on the relevant link displays a dedicated page where the system saves the items, allowing customers to revisit them whenever they wish.
4. I SAW AN ITEM ON THE SITE YESTERDAY, BUT THE SAME ITEM IS NOT AVAILABLE TODAY. IS IT STILL AVAILABLE?
No. Only items that are actually available are published on the site. For any questions or to confirm, please call our customer service at 0831 848122.
5. I DON'T HAVE A CREDIT CARD. CAN I STILL MAKE PURCHASES?
Yes. You can purchase products offline by contacting our customer service.
6. WHAT OTHER PAYMENT METHODS DO YOU ACCEPTED?
You can pay by credit card, PayPal, bank transfer, or cash on delivery. Other payment methods are not accepted.
7. WHAT TYPES OF CREDIT CARDS ARE ACCEPTED?
Enoxglasses.com accepts Visa, Mastercard, American Express, and Diners Club credit cards. Purchases are also possible with prepaid credit cards.
8. WHAT ARE THE RISKS OF PAYING BY CREDIT CARD?
Credit card information (number and expiration date) is passed directly to PayPal's secure server, responsible for the payment transaction, via an encrypted code. Neither Enoxglasses.com nor any other parties have access to this information. Customer service operators are not authorized to have information about customers' credit cards and bank account numbers.
9. DO THE PRICES INCLUDE VAT?
It depends on the nationality of the customer placing the order. VAT is already calculated in the purchase invoices for customers from EU countries (Austria, Belgium, Cyprus, Denmark, Estonia, Finland, France, Germany, Greece, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, United Kingdom, Czech Republic, Slovakia, Slovenia, Spain, Sweden, and Hungary). Shipping to non-EU countries is tax-free; any local taxes and/or customs duties are the customer's responsibility.
10. WHEN I MAKE A PURCHASE, IS A RECEIPT OR INVOICE ISSUED?
An invoice is generated upon receipt of payment.
11. IS IT POSSIBLE TO KNOW THE SHIPPING TIMES?
Yes. The customer can always track the shipment using the tracking number. Upon initiating the shipping process, the Customer will receive a shipment confirmation email with the code provided by our express courier, allowing them to check the status of their shipment at any time.
12. IS THERE A SHIPPING INSURANCE POLICY?
Yes. All shipments, both within Italy and abroad, are covered by insurance against damage and/or theft. Insurance costs are already included in the purchase price. The insurance is valid until the goods are delivered.
13. IS IT POSSIBLE TO REFUSE DELIVERY?
Yes. If the Customer believes that the delivered goods have been tampered with or are not intact, they may refuse to sign the delivery receipt. The goods will be returned to Symboline srl, and the costs of returning the package will be borne by the Customer. Symboline srl will deduct this amount from the refund due to the Customer.
14. IS IT POSSIBLE TO EXCHANGE THE ORDERED GOODS?
No, under no circumstances. Customers wishing to exchange a color or item must submit the return procedure and place a new order.
15. HOW DO I SUBMIT THE RETURN PROCEDURE?
The return procedure is quick and easy: The Customer can exercise the right of withdrawal within 10 working days from the date of receipt of the goods purchased on Enoxglasses.com, pursuant to and for the purposes of art. 5 of Legislative Decree 185/99. Within the aforementioned deadline, simply send the package by registered mail with return receipt to Symboline srl, located at Viale Grande Europa, z.i. - 72024 Oria (BR). It is required that the declaration with which the Customer expresses his/her will to withdraw be written in Italian. The Customer is also required to return the product intact in all its parts and unused, to the address above, within 10 working days from the date of receipt of the purchased goods.
16. ARE RETURNS ALLOWED FOR ALL ITEMS?
The products to be returned must not have been worn, washed or treated in any way, and must necessarily be returned in the same conditions in which they were sent to the Customer. Returns will only be accepted if the security seal is still attached to the glasses and is perfectly intact. Returns will not be accepted under any circumstances if the security seal is cut, broken, detached, removed, or tampered with, or if the packaging is incomplete, worn, or removed or tampered with.
17. HOW LONG DO I HAVE TO START THE RETURN PROCEDURE?
The goods to be returned must be sent via registered mail with return receipt within 10 days of the date of delivery. Shipping is at the customer's risk.
18. IS IT POSSIBLE TO RECEIVE UPDATED INFORMATION ON PROMOTIONS, DISCOUNTS, AND NEW ARRIVALS?
Yes. Customers can subscribe to the Enoxglasses.com newsletter.
19. IS CUSTOMER SERVICE AVAILABLE?
Yes. Enoxglasses.com guarantees customer service on weekdays, Monday through Friday, from 9:00 a.m. to 1:00 p.m. Service requests submitted over the weekend will be processed starting the following Monday morning, while requests received on holidays will be answered starting the next business day. The email address to which requests should be sent is info@enoxglasses.com.
20. WARRANTY
Symboline srl guarantees its products against breakage due to defects in materials and workmanship reported within two years from the date of delivery of the products, provided that Symboline srl is informed of such defects within two months of the date on which they were discovered. Lens scratching is considered normal wear and tear and is not covered by the warranty unless you can prove that the product was defective upon delivery. You can request assistance in the following ways:
Enox Products
If you purchased the product in-store, we recommend contacting one of our authorized retailers. Submit your assistance request via our website. Our ENOX Support team will be happy to provide you with the necessary assistance. If your request is not covered by the warranty, we will make you a paid offer, which you are free to accept or decline.
Our Responsibility to You
Nothing in this Warranty Policy shall be deemed to establish Symboline srl's liability for death or personal injury caused by Symboline srl's negligence; fraud, misrepresentation, or gross negligence; or any liability which cannot be limited or excluded under applicable law.