FAQ
01. About Our Product – Handling and Care
TAVAT Stainless Steel Frames – Care Instructions
Our products are all handcrafted at premier manufacturers in northern Italy, using only the highest quality materials. To ensure long-term satisfaction with your purchase, please take note of the following instructions for the care and use of your glasses.
To maintain the perfect look of your TAVAT stainless steel frames, you should clean them completely and regularly using either the TAVAT cleaning cloth provided or another gentle, grease-removing lens cleaning cloth.
Please note that over time, even with careful care, deposits may accumulate in the small grooves between glass and frame that cannot be reached and removed completely with just the cleaning cloth. These deposits are the result of contact between the glasses and, for example, the skin, cosmetic products, creams and so on. In this case, or whenever you feel the glasses are not properly adjusted, please consult your TAVAT Retailer. The authorized retailer can professionally disassemble, clean the glasses and replace all silicon parts to return the glasses to you in perfect condition.
Furthermore, the retailer can also check the fit of the frame and, if necessary, make the appropriate adjustments so that the technical function of the glasses is correct and the optimal fit maintained.
Using harsh detergent for cleaning is strongly discouraged as this can attack and damage the coating, the silicon and plastic parts as well as the lens itself. It is also not recommended to clean your glasses under running water as liquid can collect in the grooves between lens and frame and may, over time, lead to undesirable deposits.
Regular cleaning of the frame prevents the formation of any corrosive substances that in some circumstances could affect the frame’s surface and the appearance of the glasses.
TAVAT Acetate Frames – Care Instructions
To ensure long-term satisfaction with your purchase, please take note of the following instructions concerning the care and use of your glasses.
TAVAT acetate frames can be cleaned of any foreign substances with the TAVAT cleaning cloth provided, or another gentle, grease-removing lens cleaning cloth. For acetate frames, the use of harsh cleaning agents is not advised as the frame and its components can be damaged. Cleaning via an ultra-sonic bath is also not advisable.
If the surface starts to lose some of its shine after daily use, you can have it polished by your TAVAT Retailer who is able to return the frame to its original high-gloss finish.
Your glasses consist primarily of acetate, a naturally produced cellulose thermoplastic material that can lose its shape through the everyday effects of thermal influences. Nevertheless it is very easy for your TAVAT optician to adjust and restore the form of the frame. Please avoid exposing your glasses to temperatures in excess of 40°C (104°F) or placing them in direct sunlight, for example on the dashboard of your car.
02. TAVAT Lenses
The plastic melanin lenses used in our sunglasses conform to the major international safety provisions for UV rays and are designed to block all wavelengths harmful to the eyes below 400 nm (UVA, UVB and UVC) as well as filter up to 97% of the HEV (high-energy visible) light. In addition, they are highly break resistant to provide the best possible vision.
Enclosed in your TAVAT sunglasses case is specific information about the filter category of your lenses. The below table details the different levels of tinted lenses and which light conditions they are suitable for (according to DIN EN ISO 12312-1:2015-12):
• CAT 0
Clear to subtle tint (<20%), weak protection against sunlight
• CAT 1
Light tint (20-57%), protection against mild sunlight on overcast days
• CAT 2
Medium tint (57-82%), protection against medium to strong sunlight, normal glare protection in moderate conditions
• CAT 3
Dark tint (82-92%), protection against strong sunlight, on water surfaces, the beach, mountain regions and regions with stronger light conditions
• CAT 4
Very dark tint (92-97%), protection against extremely sharp sunlight, in alpine regions and glaciers. Not suitable for driving.
All lenses are unsuitable for looking directly into the sun or driving at night.
If your glasses are fitted with polarized lenses for extended anti-glare protection, please remember that the visibility of LCD displays (for example on your mobile phone, laptop, motor vehicle or airplane instrument panels) may be impaired.
Lens Care Instruction:
We recommend using the accompanying TAVAT cleaning cloth or a similar, gentle microfiber cleaning cloth. You remove lipids and moisture without smearing. To remove stronger dirt stains you may use a lens cleaning spray without alcohol. Please moisten the cleaning cloth with the spray and gently wipe the lenses.
03. How do I shop in the TAVAT E-Shop?
**At this time, TAVAT Eyewear only has an E-Shop available for Sunglasses only.**
a) Select the section “SUN”
b) Find the product you are interested in and click on the photograph to see the product in full detail: size, composition, price are shown.
c) Select a product by clicking on the “Add to Cart” button. You can then choose to continue shopping or go directly to the checkout to complete your purchase.
d) In your basket you will find the summary of the product(s) you have chosen. Here you have the option to remove, continue shopping, change quantity or go directly to the checkout. The total price includes VAT and is only applicable within the EU. Free shipping worldwide for orders over 160 € / $ 195, otherwise a shipment surcharge applies at a cost of 25 € / $ 35 respectively.
– please know that that if you do see the “Available on Backorder,” this means that the product isn’t immediately available and is currently in production. You have the opportunity to confirm a piece, as soon as production arrives. Our team will be in touch with you immediately to give you an estimated delivery date.
e) The first step of the checkout process is to sign in with your existing account, or you may proceed as a guest and create an account later – if you wish.
f) Please fill in your personal details, including email address, name, last name and address. Do you wish to select another delivery address? Check the box and type in your delivery address.
g) Select a payment method and proceed.
h) A summary of your order will be shown. Please make sure all details are correct, that you agree with the Terms & Conditions and that you want to place the order. All good? Click “Place Order” to confirm your order.
i) You will now be redirected to our payment provider website to complete your online purchase with the payment method you selected in step g). Please ensure that once you have completed the payment information (and confirmed this step), you are redirected back to the TAVAT website. If everything was processed successfully, you will see an order number on the confirmation page.
j) We will send you an email within a few minutes confirming we have received your order and payment. We advise you to save this email, as this is your order confirmation.
k) Please get in touch with our Customer Service for any assistance regarding your purchase.
04. To which countries do you ship?
As of now we can only provide our online shop in select countries around the world. Or go directly to our “Shops” to find your nearest TAVAT Shop or selected retailer.
05. Why am I unable to add products to the shopping basket?
There are several different reasons why you may not be able to add products to the shopping basket. Our E-Shop is currently only in select countries worldwide. Other countries will follow in future. Optical frames are only available at TAVAT Authorized Dealers. If a pair of sunglasses is currently not in stock it can be pre-ordered. There is this possibility to reserve a piece when production arrives and we will let you know when the frame is available again.
06. Unfortunately, I’m unsure what suits me, how can I get some assistance?
If you are unsure what model you should order or need support choosing a frame, please send us an email to webshop@tavateyewear.com and our TAVAT E-Shop team will be happy to assist.
07. How can I pay?
We provide many different payment methods in our E-Shop (some of which are country-specific). You may pay with American Express, VISA and MasterCard, as well as Paypal whereever you are. There is also available: Amazon Pay, Google Pay as well as Apple Pay.
If you have trouble with any of the different payment methods, please make sure you have entered all the required fields correctly.
Should you encounter a refusal of your credit card, please check the following:
• Is the card valid? Check the expiration date on the front of the card.
• Does the name of the card match the billing address you have provided?
• Does the card have credit? Contact your bank to make sure the limit is not exceeded.
• Is the three-digit security code (on the back of the card) and the password on the MasterCard correct?
08. Is it safe to order online at TAVAT?
Yes, it is perfectly safe to place an order and make a payment on our website. All payment methods on tavat-eyewear.com are provided by our payment provider Nexi and Paypal. All of the data is transmitted via SSL-encryption and credit card transactions can only be accepted through SET (Secure Electronic Transactions). This means that the sensitive information that we store (your name, address, password) can be transmitted securely within our system. The card-issuing bank checks the authenticity within the system and determines if the payment is to be charged to the card. Shopping at tavat-eyewear.com is therefore highly secure and we take all necessary measures to prevent fraud.
We will not store any payment data that you submit; our third party payment provider handles this. Read more about under our Privacy Notice. The method of payment is entirely up to you.
09. When will I be charged?
You will be charged as soon as you place your order on our website. A confirmation email will be sent to your email address with details about your order. Please save this email, as this is your confirmation. If you do not find the “Order Confirmation” email in your inbox, please check your spam and trash folders.
10. How do I cancel my order?
Please contact our TAVAT E-Shop Team for any cancellation or changes to your order as soon as possible (webshop@tavateyewear.com or +39 0423 54 34 55 (Monday through Friday from 09.00-12:30 – 14:00 – 17.00 CET). We aim to ship all orders within the same day from when you make the order, so should you decide to cancel later than that, it is possible that your order has already left TAVAT Headquarters and it’s on the way to your delivery address.
11. Do I have to create an account?
No, you can still make a purchase in the TAVAT E-Shop as a guest. The difference being that we will not store any username and password connected to your order. You do have the option to save all the data into an account for the future, which will make the communication with us easier.
12. How do I set up an account?
Navigate to the main landing page on our site (Welcome Page). In the top right header navigation select the option “Sign in” to access your account. Note that you are only opted to create a new customer account when placing an order.
13. Why can I not sign in to my account?
Please check that you have entered the correct email address and password. Still not working? Click on “Forgot your password?” and enter the email address you provided when you registered your account. A link will be sent shortly to your email address, which you should click on to reset your password. Link not received? Please check your inbox, spam or trash folders.
Shipping & Delivery
14. How long will I wait for my order?
All orders within the European Union are shipped with GLS (Italy only), DHL or FedEx depending on the destination.
All orders outside the European Union are shipped with FedEx.
Depending on your location, the shipping time may take:
Italy: 1-3 working days
Europe: 2-6 working days
Rest of the World: 5-10 working days
After your product has been packed and left the TAVAT HQ, you will receive a shipment confirmation email. This contains all the information about your order, including the tracking number and the shipment status. Think about leaving a message for the delivery company if you are unable to be there when the shipment arrives. Worldwide shipping is free of charge. International shipments may be subject to duties and taxes. If you have not received the shipment confirmation email, please check your spam folder and bin.
15. I received a wrong item, what should I do?
Please contact our Webshop team as quickly as possible so that we can react. You can contact us via: (webshop@tavateyewear.com or +39 0423 54 34 55 (09.00-12:30 – 14:00 – 17.00 CET Monday through Friday).
16. The glasses I wanted are out of stock. When will they be available?
All of our glasses are handmade and have a longer manufacturing time. We include the delivery date for any items that are either on back-order, or on pre-order, next to the SKU so you can see this prior to check-out. Please contact our E-Shop team to enquire further about the manufacturing time for your glasses of interest. As soon as the model is available again we can let you know via email.
Exchanges & Returns
17. I want to return or exchange my glasses, what is your return policy?
Returns are only possible for destinations within the European Union. For all orders, with destinations outside of the European Union, are final sale.
The following procedure is regarding returns within the European Union: You have the ability to try your product(s) on at home, and send them back to us within 5 days – starting from the day of receipt – for a refund. You do not need to state a reason for return within this time period and you will be given a full refund of the frames if the glasses are in the same condition as when you received them. Please contact us to obtain a Return Sheet to be included with your order to send the glasses back.
As soon as your return shipment has been checked and confirmed at TAVAT we will refund your payment using the same method you selected for your purchase. We will let you know via email as soon as we have activated the full refund.
Returns will be handled within 3 working days after delivery to our warehouse. We will issue a refund to your credit card of any new item that you return within the return window. Please note that your refund may not be reflected on your account immediately and it might take your bank up to 10 business days to process it.
We ask for your understanding in that we cannot accept return at any TAVAT authorized retailers. For further information or questions please contact our Webshop team.
18. Do I have to cover the cost of the return shipment myself?
Yes. Please send your return to:
TAVAT Eyewear Srl
Attn: WebShop
via Ponticello 28
31034 Cavaso del Tomba (TV), Italy
Please ensure to use a traceable courier.
19. What can I do if I have questions about my returned order?
Please contact our Webshop team: webshop@tavateyewear.com or +39 0423 54 34 55 (Monday through Friday 09.00-12:30 – 14:00 – 17.00 CET) and we will answer your questions. To speed up the process, let us know what your order number is.
Warranty, Claims & Repairs
20. How long is the warranty for the TAVAT glasses I purchased in the E-Shop?
Sunglasses purchased in the E-Shop come with a regular 24-month warranty, from the date of purchase, in the case of material defect. Under this guarantee, should any part prove defective in either materials or manufacture, it will be repaired or replaced at no charge. This warranty does not replace scratched lenses due to normal wear and tear or cover any damage as the result of mishandling, accident, or unauthorized repair or alteration.
21. My TAVAT glasses are broken, what can I do?
If you purchased your sunglasses in our E-Shop, please contact our Webshop team webshop@tavateyewear.com and describe the problem. Our team will get back to you as soon as possible.
If your optical frame or sunglasses are not from the E-Shop, please get in touch with the optician where you bought your TAVAT glasses. One of our selected partners will be happy to help you.
22. Why can’t I access www.tavat-eyewear.com?
Our website works best when you have installed the latest version of your Internet browser. Check which browser version you are using on your smartphone or tablet when you visit the tavat-eyewear.com mobile site.
If the pages are taking a long time to load, we may also be working on the site to further improve it.
We also recommend deleting the browser history on your device as this can lead to disruptions in loading the website.
23. I am not getting your newsletter. Why?
Check your trash or spam folders. We recommend that you add our address to your trusted contact list to ensure the emails get straight to you. If you recently subscribed to our newsletter, it may take a few hours before our system has successfully added you to the mailing list. It may also be that you just missed the last newsletter when you signed up.
If you created an account with us, via the “Sign In” menu item in the top navigation of our site, you can find the newsletter subscription options. Please log in to check that you are subscribed.
24. How can I unsubscribe your newsletter?
The fastest way to remove yourself from the newsletter is to simply click on the “unsubscribe” link in the newsletter itself.
25. How do I search for a pair of glasses?
Simply click on “Search” in the top level navigation on our website. Please type in the name, or article code, of the frames that you are interested in.
26. Can I be anonymous?
Making a purchase through our E-Shop requires you to leave personal information including your billing and shipping addresses. Only our professional Webshop team will handle your personal details and we will never give out your information without your consent. By using our website www.tavat-eyewear.com you accept the use of cookies. More can be read under our Privacy Notice.
General Questions
27. Can I order optical frames on tavat-eyewear.com?
At the moment our optical frames are only available through our TAVAT authorized dealers. We want to guarantee the optimal comfort of your corrective eyewear. Our professional team at the TAVAT authorized retailers offer an individual consultation service in order to find the appropriate frame and lenses.
28. My TAVAT frame does not fit properly, where can I have it adjusted?
We recommend you to look up the nearest TAVAT authorized retailer. They best know how to care about the optimal fit of your glasses.
Contact
29. How do I get in touch with TAVAT?
To contact the TAVAT Webshop team you can either send us an email to webshop@tavateyewear.com or +39 0423 54 34 55 (09.00-12:30 – 14:00 – 17.00 CET Monday through Friday).
If you are calling from an optical store, please contact our After Sales team on +39 0423 54 34 55 (09.00-12:30 – 14:00 – 17.00 CET Monday through Friday).
For all other matters, please call us on +39 0423 54 34 55 ((09.00-12:30 – 14:00 – 17.00 CET Monday through Friday) or write us an email to info@tavateyewear.com
If you have any press or B2B inquiries, please look for the specific contact details under the service link in the tavat-eyewear.com footer.
30. Where can I find a TAVAT shop?
Please use our Shop Finder on our website. Here you can state your location or postal code and find your closest TAVAT authorized retailer.
