Shipping information
Shipping
Delivery times shown in the table include order processing and transit. Please note that delivery can occasionally be delayed due to unforeseen circumstances.
Remember that if you decide to return your item(s), shipping costs will not be refunded.
All packages are fully insured. When Nuance identifies with the couriers that a parcel has not been delivered or arrived empty, then the same item will be shipped again, free of charge for the customer. No refund can be offered in such circumstances. Please refer to the missing and defective goods policy below. Please allow additional lead time for rural areas.
We do not ship to PO boxes and/or parcel lockers. Orders to these addresses will be automatically cancelled.
Missing or defective goods
Check your order as soon as it arrives to make sure everything is as expected. If your order is incorrect or an item is missing or damaged:
1. Contact our Customer Care team to indicate your order number. Please consider that you must contact us within 14 days of receiving theshipment as, otherwise, we will not be able to accept responsibility for those item(s).
2. Attach clear pictures of the incorrect or damaged item(s) received, including the SKU code of the eyewear (usually found on the inside of the left temple), the delivery note and the package.
Our Customer Care team will assess the information provided and investigate further. We will get back to you as soon as possible with the resolution.
Your satisfaction is guaranteed
When shopping at Nuance Audio, you can always change your mind.
Our customers have a full 30 days to try their items, risk-free.*
You can also return prescription products.
How to return your order
You can choose to return your order in-store or online. Learn how to safely package your return of Nuance Audio Glasses.
- Download here the manual for returns of Audio Glasses with a kit
- Download here for returns of Audio Glasses without a kit
Also feel free to contact our customer service if you need help creating your return.
Return policy
Terms and conditions
Nuance frames must be returned with original receipt to the EssilorLuxottica store where you bought them. Nuance frames must be returned in their original condition, including all parts, accessories, and packaging. Returns that meet requirements are eligible for an exchange or refund, to be issued after the return is received and inspected.
This return policy applies to the original purchase and does not cover accidental damage, scratches, breakage, or theft. If you purchased the lenses in your Nuance frames in an EssilorLuxottica store, you may return the lenses while retaining the Nuance frames. Custom lenses must be returned in accordance with the return policy of the EssilorLuxottica store where you bought them. You may not return Nuance frames but keep the custom lenses, or place them in other frames. Nuance frames purchased through non-EssilorLuxottica retailers must be returned in accordance with their return policies.
