● Who are we and what do we offer?
Optique Exclusive is a premium optical salon in the centre of Warsaw and an online store offering a carefully selected range of sunglasses, optical frames, progressive glasses, and optical solutions tailored to each Client’s individual needs.

● Where is the Optique Exclusive salon located?
The physical salon is located at ul. Nowy Świat 6/12, 00-496 Warsaw. Details about the location, opening hours, and booking an eye examination are available on the Contact page.

● How can I contact you?
For online store matters, please contact us by phone at +48 888 800 000 or by e-mail at online@optique-exclusive.pl. For matters related to the physical salon, you can use the phone number 22 622 20 05 or the e-mail address warszawa@optique-exclusive.pl.

● How can I check the availability of a model online and in the physical salon?
You can check online product availability directly on the product page. If the product is available for online sale, you can add it to the cart and place an order. For selected models, you can also check physical salon availability or contact our customer service team.

● Why are some products available only in the physical salon?
Some luxury brands and selected collections may be authorised for sale only in the physical salon. In such cases, the product page may include an option to send an individual product enquiry.

● Can I order prescription or progressive glasses online?
Yes. For prescription or progressive glasses, you can contact our team, send your prescription, and receive an individual lens recommendation. For selected frames, it is also possible to place an order with lens selection directly from the product page.

● How do I place an order in the online store?
Select a product, add it to the cart, enter your delivery and payment details, and then confirm the purchase. You can also place orders with the help of our online store customer service team by calling +48 888 800 000 or by e-mail at online@optique-exclusive.pl.

● How can I check the status of my order?
You can check the order status after logging into your Customer account in the orders section. If the order was placed without logging in first, you can recover access to your account using the e-mail address provided during purchase.

● Can I edit or cancel my order?
The possibility to edit or cancel an order depends on its processing stage. If you want to change your details, product, variant, delivery method, or cancel the order, please contact our customer service team as soon as possible.

● What payment methods are available?
Available payment methods are displayed in the cart while placing an order. In the online store, you can use online payments, card payments, bank transfer, deferred payments, or other payment methods currently available in the ordering system.

● Can I receive a VAT invoice?
Yes. When placing an order, enter the invoice details and select the appropriate option. The invoice can be issued to an individual or a company, according to the details provided in the order form.

● Are online payments secure?
Yes. Online payments are handled by external payment systems and are processed using secure transaction authorisation mechanisms.

● What delivery options are available?
Current delivery options and costs are displayed in the cart after selecting the delivery country and payment method. For selected orders, personal collection at the Optique Exclusive salon at ul. Nowy Świat 6/12 in Warsaw may also be available.

● How long does order processing take?
Processing time depends on product availability, the type of order, and any prescription lens selection. Information about the estimated processing time is displayed on the product page or in the cart before the purchase is finalised.

● Can I collect my order in the salon?
Yes, if this option is available for the selected product and order. Personal collection takes place at the Optique Exclusive salon at ul. Nowy Świat 6/12 in Warsaw after you receive confirmation that the order is ready.

● How can I return a product purchased online?
You can report the return of a product purchased online after logging into your Customer account in the orders section. You can also use the return form available at Returns and Exchanges.

● Can I exchange a product purchased online?
You can request an exchange from your Customer account by selecting the relevant order and completing the return or exchange form. If you have any doubts, please contact the online store customer service team before sending the product back.

● How do I submit a complaint or report a defect?
You can submit a complaint through the complaint form available in the store or by contacting customer service. Prepare your order number, a description of the defect, and product photos to help us verify the request.

● How much time do I have to return a product?
The return period depends on the store regulations and the type of purchase. Detailed information can be found in the returns and complaints section and in the store regulations.

● When will I receive my refund?
The refund is processed after the returned product has been received and verified. Funds are usually returned using the same payment method used for the order, unless agreed otherwise.

● How long is the warranty valid?
Products purchased from Optique Exclusive are covered by the manufacturer’s warranty. Detailed terms depend on the brand, product type, and nature of the request.

● Do you offer glasses servicing and repairs?
Yes. In the case of damage to the frame, temple, nose pad, lens, or another element, you can contact our customer service team. In your message, please include photos of the damage, the model code, and the order number if the product was purchased online.

● Can I replace the lenses in frames purchased from Optique Exclusive?
Yes. Lens replacement is possible both in optical frames and in selected sunglasses. Lens selection is best discussed with an optician or optometrist.

● Can I have an eye examination in the salon?
Yes. At the Optique Exclusive salon, you can book an eye examination and a consultation regarding vision correction, including progressive glasses and solutions tailored to your everyday work style.

● What is the difference between an ophthalmologist and an optometrist?
An ophthalmologist is a medical doctor who diagnoses and treats eye diseases. An optometrist specialises in visual acuity testing, optometric measurements, and selecting glasses or contact lens correction.

● Will I receive a prescription after the examination?
After the examination, you will receive measurement results and information necessary to prepare your optical correction. The scope of the document depends on the type of examination performed and the specialist’s recommendations.

● How do I provide my prescription when ordering online?
You can send your prescription by e-mail to online@optique-exclusive.pl or attach it according to the instructions displayed when placing an order for prescription glasses.