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FAQ

Although we try to ship as soon as possible, please allow up to 3-5 business days for your order to process. We process orders Monday through Friday, so all orders placed between 12:00 p.m. ET Friday and 11:59 p.m. ET Sunday will not be processed until the following business day. In the event that your order is placed on hold and we are unable to reach you within 7 business days, we reserve the right to cancel your order.
We accept all major credit cards. Please note that all prices shown are in US dollar. 
All domestic orders are shipped via UPS. Please allow up to 3-5 business days for your order to process, and an additional 5 business days to receive your package. Please note that Saturdays, Sundays, and holidays are not included in shipment time. We do not offer delivery to PO boxes. All orders are shipped out of New York City. For all customers within the tri-state area, ground shipping usually takes about 1-2 business days after your order has been processed.
We recommend letting hotels know that you are expecting a package to ensure that you get your package before your leave.
We now offer free international shipping to all countries except Russia, Iran and China. Please note that shipping charges are separate from taxes or duties. The customer is responsible for paying customs, duties, and/or VAT. Once the package leaves the United States, we have no control over how much your taxes will be. If a package is refused and we are charged shipping and/or duties, that amount will be deducted from original order before a refund is credited.
All international orders are shipped via DHL. Please allow up to 72 business hours for your order to process, and an additional 7-10 business days to receive your package.
Most countries levy taxes on imported products. To see how much tax you may have to pay your government upon receiving your glasses, click here. Please note that shipping charges do not include taxes or duties. The customer is responsible for paying customs, duties, and/or VAT. Once the package leaves the United States, we have no control over how much your taxes will be. If a package is refused and we are charged shipping and/or duties, that amount will be deducted from original order before a refund is credited.
We ship worldwide with the exception of Russia and Iran. We are able to ship to China if the recipient provides customs forms.

Thank you so much for your purchase! We hope you enjoy and visit us again soon.  

If you are not satisfied with your purchase, you have 10 business days from the date of delivery to email shop@illesteva.com and obtain a return authorization number (RA #).  Orders returned without a valid RA # may face a delay in processing and a refund may not be approved.

**Please note that all sale items are FINAL SALE

 

If your return is approved, please use the pre-paid UPS return label included with your purchase to send the package back.  Shipping costs for domestic returns are covered by illesteva.  Unfortunately, we do not currently offer free returns for our international customers.

 

All merchandise must be returned unworn and in like-new condition with the original hangtag attached in order to receive a full refund.  In the event that product is offered at a discount online, all sales are final.  Monogrammed items are final sale.  Illesteva reserves the right to refuse any returns that do not meet our quality control requirements.

 

Refunds are only issued after merchandise has passed our quality control check.  Refunds are automatically processed in the original form of payment.  Please allow 5-10 business days for your refund to show on your bank statement.

 

Please note that store purchases cannot be returned by emailing shop@illesteva.com.  All product purchased at a brick-and-mortar location must be returned at one of our 5 physical stores.  Merchandise purchased from a third party retailer cannot be returned through our online store at any of our brick and mortar locations.

Once we receive your return we will refund you immediately. The amount will be refunded to your original form of payment. Please allow 5-10 business days for your bank or card issuer to process the refund.
Please email shop@illesteva.com with photos of the front, back and side of the damaged item so that we can assess if the frame is repairable and issue an RA. Please allow one week for repairs. Illesteva extends a warranty for all products against manufacturer defects within one year of the purchase date.  The warranty covers any quality related issues, which cannot be attributed to the standard wear and tear, including scratched lenses and stains. 
You can track your package in the My Account section on illesteva.com. You will also receive an email from either UPS or DHL within 24 hours with your tracking number. Please continue to follow your package with this tracking number.
Shipping instructions will be sent upon submitting your return request to shop@illesteva.com.

For domestic orders, simply print the prepaid shipping label and attach to the outside of your secure package.

For international orders outside of the US, please ship to the address provided by the customer service team with your authorization number and original packing slip.Please use a shipping courier that provides both insurance and tracking to ensure that we receive your package. We unfortunately are unable to cover packages lost in transit.

If you have made a mistake while placing your order, please contact shop@illesteva.com as soon as possible. If your domestic order has already been shipped and you need to change the address, please note there will be a $20.00 fee. Once an international order has been shipped, the address is finalized and we cannot make any changes.
Each handmade illesteva frame is one-of-a-kind and uniquely different. The premium material of which our frames are made, cellulose acetate, varies from batch to batch sometimes resulting in slight pattern and color variation.
We now offer the option to customize your own glasses. All build your own orders have the same return policy as listed above. If your customized pair already exists on our shop page, we will not be able to refund the difference. Please allow 1 week for Design Your Own orders to ship.
Illesteva extends a warranty for all products against manufacturer defects within one year of the purchase date.  The warranty covers any quality related issues, which cannot be attributed to the standard wear and tear, including scratched lenses and stains.

Replacement lenses can be purchased for an additional $35 by contacting our customer service team or at any of our retail locations. Additionally, we offer Polarized Lenses for the Leonard, Leonard II, Milan and Milan II for $60 per pair. 
We offer your choice of gold or silver embossed monogramming on all leather cardholders and wallets for an additional $20. Email shop@illesteva.com with your name and the 2-3 initials you would like embossed. All custom monogram orders are final.
We offer complimentary prescription fill for Single Vision ONLY (one correction throughout the entire lens reading or distance)

Spheres: +6 to -8 OD (Oculus Dexter): Right Eye OS (Oculus Sinister): Left Eye Cylinder Value: +6 to -6

Lenses: -- Single Vision -- Anti-glare Coating -- Anti-scratch -- 100% UV Protection

Pease be sure to provide us with both your prescription and PD (Pupil Distance) at Checkout. See the opitcal collection here.