Order

How long does it take to process an order?

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.

What are the payment options?

Our prices are all shown in US dollars and we accept all major credit and debit cards.

How do I check the status of my order?

You can track your package by logging into your account. You will receive an email with your tracking number from either UPS or DHL within 24 hours of your purchased product being shipped. You can track your package to your doorstep with this number!

Can I create an account to combine previous purchases that were checked out as a guest?

Sorry, for the time being you can't.

Shipping

How long does domestic ground shipping take?

All domestic orders are shipped from New York City via UPS Please allow 3-5 business days for your order to be processed Shipping: Tri-State area: 1-2 business days Domestic: 6 business days Saturdays, Sundays and holidays are not counted as business days. No delivery to PO boxes in the United States Need a faster shipping method? Next Day Air $40.00, 2nd Day Air $30.00, 3 Day Select $20.00

If I am visiting the United States for a short period of time, will I get my package in time?

We recommend letting hotels know that you’re expecting a package to be sure that you get your package before you leave :)

How much does international shipping cost?

We offer FREE international shipping worldwide but don't ship to Russia, Iran and China. Taxes and Duties: Please note that shipping charges are separate from taxes and duties.

How long does international shipping take?

All international orders are shipped via DHL. Please allow up to 3 business days for your order to be processed and up to 10 business days for your package to arrive.

How much do I have to pay for duties and import taxes on orders shipped outside the US and why?

Most countries levy taxes on imported products. 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.

Where do you guys ship?

We ship worldwide with the exception of Russia, China and Iran.

Can I reroute my package to a new address once it has already shipped?

If you are rerouting a package within the US, there is a $30.00 fee. If you are rerouting the package internationally, there is a $50.00 fee.

Return

What is your return policy?

Online purchases can’t be returned in-store and vice-versa. 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.

Can I go through the online return process if I purchased illesteva merchandise in store?

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. All store exchanges must be made in our physical illesteva store locations as well.

What happens once I have my return authorization number (RA #) and my return is approved?

If your return is approved, please use the pre-paid UPS return label included with your purchase to send the package back.

Can I return an illesteva item purchased at a third party retailer?

Merchandise purchased from a third party retailer cannot be returned through our online store or at any of our brick and mortar locations. The only way to return illesteva merchandise purchased from a third-party retailer would be to contact the retailer directly.

What is the cost of return?

Shipping costs for domestic returns are covered by illesteva. Unfortunately, we do not currently offer free returns for our international customers.

Can I return a monogrammed item?

Monogrammed items are final sale and cannot be returned.

Can I return an item purchased on sale?

Please note that all sale items are FINAL SALE.

Can I return a pair of prescription glasses or polarized lenses?

The price of prescription and/or polarized lenses is non-refundable, but the price of the frame can be refunded.

What condition does the merchandise have to be in to be eligible for return?

All merchandise must be returned unworn and in like-new condition with the original hangtag attached in order to receive a full refund. Illesteva reserves the right to refuse any returns that do not meet our quality control requirements.

Why do my glasses not look identical to the product shot shown online?

Every single one of our frames is handmade and one-of-a-kind. Our frames are all made with cellulose acetate, which varies from batch to batch. This means that there can be slight pattern and color variations.

How long does it take for a refund to be processed?

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.

Where do I ship my return?

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.

How long until the refund is issued?

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.

Eyewear

Do you sell extra lenses separately?

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.

What do I do if I need a repair?

Oh NO! If one of your illesteva items is in need of repair, please email shop@illesteva.com with photos of the front, back and side so we can assess if it is repairable and issue an RA. Please allow 1 week for repairs.

Can I repair out of warranty?

Illesteva offers a one year manufacturer's warranty on all of our frames. If the frames are out of the warranty, we offer a repair for $25.00 within the United States, and $50.00 internationally

Prescription

Do you include prescription in sunglasses?

We have expanded our prescription offerings! We are now able to fill prescriptions in both optical and sun frames. All optical frames can now be filled with both optical and prescription lenses. Most sunglass frames can be filled with either optical or prescription sun lenses.

Can polarized lenses carry a prescription?

Polarized lenses are available for most sun frames and can be made into prescription lenses.

How can I get prescription lenses made with illesteva?

Please be sure to provide us within an updated prescription that has been written within the last 2 years, and your Pupillary Distance (PD).

How long does it take for my order to be processed?

Once we have received your prescription and pupillary distance, please allow up to 7-10 business days for your prescription to be filled and your order to begin processing.

Can prescription and polarized lenses be returned?

The price of prescription and/or polarized lenses is non-refundable, but if you return the merchandise, you can still get the cost of the frame refunded.

What are the different types of prescription lenses you offer?

Polycarbonate lenses, 1.67 High-Index Lenses, 1.74 High-Index Lenses and CR-39 Non-prescription Polarized Lenses for sunglasses.

What are Polycarbonate lenses?

Recommended for single vision prescriptions. They are thin lenses with anti-scratch coating and 100% UV protection.

What are 1.67 High-Index lenses?

They are thinner than polycarbonate lenses and have anti-scratch coating and 100% UV protection. Recommended for stronger prescriptions.

What are 1.74 High-Index lenses?

They are the thinnest lenses that we offer for the strongest prescriptions. They are both anti-scratch and 100% UV Protection.

What are non-prescription CR-39 Polarized Lenses?

Only available for sunglasses, they are ultra thin anti-scratch anti-glare plastic lenses, with 100% UV protection.

Bags & Umbrellas

How do I request custom monogramming on leather goods?

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.