FAQ

About Our Product – Handling and Care

Online Shopping in the MYKITA E-Shop

05. How do I shop in the MYKITA E-Shop?

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 and availability are shown.
c) Select a product by clicking on the “Add to Basket” 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 shown within the EU. Shipping within the EU and to North America (USA & Canada) is free of charge.
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 MYKITA 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.

06. To which countries do you ship?

As of now we can only provide our online shop in Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Monaco, The Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, Switzerland, United Kingdom, Canada and the United States of America. But several European countries will be included in the near future so stay tuned through our newsletter. Or go directly to our “Shops” to find your nearest MYKITA Shop or selected retailer.

07. 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 webshop is currently only available in Europe and North America (USA & Canada). Other countries will follow in future. Optical frames are only available at MYKITA Shops and selected retailers. If a pair of sunglasses is currently not in stock it can unfortunately not be pre-ordered. There is a possibility to send us a delivery request and we will let you know when the frame is available again.

08. 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@mykita.com and our MYKITA E-Shop team will be happy to assist.

Personal Shopping/Curated Shopping – coming soon

Payments

09. 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 where ever you are. In Germany you can additionally pay with Giropay or Sofortüberweisung, in Austria via EPS, in The Netherlands with iDeal, and with Dankort in Denmark.



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?

10. Is it safe to order online at MYKITA?

Yes, it is perfectly safe to place an order and make a payment on our website. All payment methods on mykita.com are provided by our payment provider Heidelpay and Hülleman & Strauss Online Services. 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 mykita.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.

11. 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.

12. How do I cancel my order?

Please contact our MYKITA E-Shop Team for any cancellation or changes to your order as soon as possible (webshop@mykita.com or +49 (0)30 204 566 371 Monday to Friday from 09.00-17.00 CET). We aim to ship all orders within a few hours from when you make the order, so should you decide to cancel later than that, it is possible that your order has already left MYKITA HAUS on its way to your delivery address.

My Account

13. Do I have to create an account?

No, you can still make a purchase in the MYKITA 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.

14. 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 create your account. Note that you can create a new customer account when placing an order.

15. 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

16. How long will I wait for my order?

All orders within Germany, European Union, United Kingdom and North America are shipped with UPS.

Depending on your location, the standard shipping time may take:

* Please note that we are currently experiencing longer shipping times than usual, as per the below:

Germany: 1–3 business days
European Union: 2–5 business days
North America: 2–4 business days
United Kingdom: 5–7 business days

Thank you for your understanding.

Please note that Sample Sale orders are subject to extended processing time and consequently longer delivery times (approx. 4 weeks).

After your product has been packed and left the MYKITA HAUS, 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. Shipping within the EU and to North America (USA & Canada) is free of charge, except for express deliveries. If you have not received the shipment confirmation email, please check your spam folder and bin.

17. 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@mykita.com or +49 (0)30 204 566 371 (09.00-17.00 CET Monday to Friday).

18. 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. Please contact our E-Shop team to enquire about the manufacturing time for your glasses of interest. As soon as the model is available again we can let you know via email.

Exchange & Returns

19. I want to return or exchange my glasses, what is your return policy?

You have the ability to try your product(s) on at home, and send them back to us within 14 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 use Return Sheet enclosed with your order to send the glasses back.
Important: for customers from North America, United Kingdom and Switzerland, please also secure the three original copies of the commercial invoice to the outside of the box (for customs).

As soon as your return shipment has been checked and confirmed at MYKITA HAUS we will refund your payment using the same method you selected for your purchase. It might take up to 2 weeks after reception of your returned order(s) to complete your return. Please note Sample Sale returns are subject to extended processing time (2-4 weeks). We will let you know via email as soon as we have activated the full refund.

We ask for your understanding in that we cannot accept return at the MYKITA Shops or opticians. For further information or questions please contact our Webshop team.

20. Do I have to cover the cost of the return shipment myself?

No, MYKITA will cover the cost of the return shipment. Please use the return label that we provide on the delivery packaging.

21. What can I do if I have questions about my returned order?

Please contact our Webshop team: webshop@mykita.com or +49 (0)30 204 566 371 (09.00-17.00 CET Monday to Friday) and we will answer your questions. To speed up the process, let us know what your order number is.

Warranty, Claims and Repairs

22. How long is the warranty for the MYKITA glasses I purchased in the E-Shop?

Sunglasses purchased in the E-Shop come with a regular 24-month warranty in the case of material defect, as per the § 438 BGB in Germany. This warranty only applies for E-shop purchases (and not in-stores purchases)
A 12-month warranty applies to glasses purchased in the Sample Sale.

23. My MYKITA glasses are broken, what can I do?

If you purchased your sunglasses in our E-Shop, please contact our Webshop team webshop@mykita.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 MYKITA glasses. One of our selected partners or nearest MYKITA Shop will be happy to help you.

Using mykita.com

24. Why can’t I access www.mykita.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 mykita.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.

25. 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.

26. 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. If you have an account with us, you can always change your mind and log into your account to manage your newsletter subscriptions.

27. 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.

28. 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.mykita.com you accept the use of cookies. More can be read under our Privacy Notice.

General questions

29. Can I order optical frames on mykita.com?

At the moment our optical frames are only available through our MYKITA Shops and selected retailers. We want to guarantee the optimal comfort of your corrective eyewear. Our professional team at the MYKITA Shops as well the selected retailers offer an individual consultation service in order to find the appropriate frame and lenses.

30. My MYKITA frame does not fit properly, where can I have it adjusted?

We recommend you to look up the nearest MYKITA Shops or selected retailer. They best know how to care about the optimal fit of your glasses.

Contact

31. How do I get in touch with MYKITA?

For any webshop enquiries (order, delivery, return, product ...) please contact our webshop team via the following email : webshop@mykita.com

For all other matters, please call us on +49 (0)30 204566333 (09.00 – 17.00 CET Monday to Friday) or write us an email to customerservice@mykita.com

MYKITA customer service will get in touch with you as soon as possible.

If you are calling from an optical store, please contact our After Sales team on +49 (0)30 20456645 (09.00 – 17.00 CET Monday to Friday).

If you have any B2B enquiries, please look for the specific contact details under the "Retailer service" link in the mykita.com footer.

We endeavour to respond to all inquires in a timely fashion, although delays are sometimes unavoidable.

32. Where can I find a MYKITA shop?

Please use our Shop Finder on our website. Here you can state your location or postal code and find your closest MYKITA shop or selected retailer.

 
 
 
 
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