FAQ

About Our Product

01. What is special about the MINT Collection and do these frames only fit Asian faces?

The MINT collection has been developed specifically for the Asian markets. This has influenced and defined the frame proportions such as width, nose bridge etc. Generally the MINT frames have thus better fit Asian face features but are of course not limited to these. Special nose pads are used for these frames as well, these can be replaced with regular nose pads if required. If you find a MINT frame suiting your face you love, it should not play a role that it has been designed with a different market in mind.

02. What are the care instructions for MYKITA stainless steel frames?

Our products are handcrafted at our own manufactory in Berlin, in many different assembly steps using only the highest quality materials. To ensure long-term satisfaction with your purchase, please take note of the following instructions concerning the care and use of your glasses.

To maintain the perfect look of your MYKITA stainless steel frames, you should clean them completely and regularly using either the cleaning cloth provided - or some other 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 or similar creams etc. In this case, or whenever you feel the glasses are not properly adjusted, please consult your MYKITA dealer. The authorised dealer can professionally disassemble and clean the glasses and, after a replacement of all silicon parts, return the glasses to you in perfect condition. Furthermore, the dealer 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 is restored.

Special tools are required for the assembly of MYKITA‘s stainless steel frames. Never entrust the care of your glasses to anyone who does not have these tools. In addition, please note you should never use highly concentrated detergent for cleaning as this can attack and damage the coating, the silicon and plastic parts as well as the lens itself. Lastly, it is generally 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.

03. What are the care instructions for MYKITA acetate frames?

Our products are handcrafted at our own manufactory in Berlin, in many different assembly steps using only the highest quality materials. To ensure long-term satisfaction with your purchase, please take note of the following instructions concerning the care and use of your glasses.

As with the metal frames, the MYKITA acetate frames can also be cleaned of any foreign substances with a cleaning cloth. If the surface starts to lose some of its shine after daily use, you can have it polished by your MYKITA optician who can return the frame to its original high-gloss finish. Your glasses consist primarily of acetate, a naturally produced cellulose thermoplastic material that can become deformed through the everyday effects of thermal influences. Nevertheless it is very easy for your MYKITA 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. Again, for acetate frames, the use of aggressive cleansers is not appropriate as the frame and components can be damaged.

04. What is there to know about the MYKITA lenses?

The plastic 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 380nm (UVA and UVB). In addition, they are coated three to five times on the inner side, are highly break resistant and guarantee a stress-free and pleasant visual experience. If your glasses are fitted with polarised lenses for extended anti-glare protection, please remember that the visibility of lc-displays (such as those in your mobile phone, laptop, motor vehicle or airplane instrument panels) may be blocked.

Shopping online

05. How do I shop on mykita.com?

a) Choose the section “Sun” and then click on a product
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 full price, including VAT and shipping fees, are always shown.
e) The first step of the checkout process is to sign in with your existing account or go directly to the checkout without having to set up a new account, that means you can order as a guest.
f) Please fill in your personal details such as email address, name, last name and address. Do you wish to select another delivery address? Mark the box and type in your new address.
g) Select a payment method and type in your data. We provide many different payment methods for your convenience. Credit Card payments with Visa/Mastercard, direct banking with Sofortüberweisung, GiroPay and EPS, and safe transfer using your PayPal account.
h) A summary of your order will be shown. Please make sure all details are correct, that you have read the Terms & Conditions and that you want to place the order. All good? Click “Buy” to confirm your order.
i) Here at the very last step you will be redirected to complete your online purchase with the payment method you selected in step g).
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.
Please get in touch with our Customer Service for any assistance surrounding 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 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 “shop finder” to find your nearest MYKITA Shop or selected retailer.

07. Is it safe to order online at MYKITA?

Yes, it is perfectly safe to place an order and make a payment on our website. We use Fire-walls and SSL technology (Secure Socket Layer) which is a standard security measure. This means that the sensitive information that we store (your name, address, password) can be transmitted securely within our system. We will not store any payment data that you submit, this is handled by our third party Payment Provider which you can read more about under our Privacy Notice. You have the option to choose which payment method you prefer with Credit Card payment with VISA or Mastercard, PayPal Account or with direct banking systems Sofortüberweisung, GiroPay or EPS.

Payments

08. How can I pay?

We provide many different payment methods on our Webshop. You can choose to pay with VISA and Mastercard credit cards, Paypal, Giropay, Austrian EPS, iDeal, Dankort or Sofortüberweisung. If you have trouble with any of the different payment methods, please make sure you have entered all the required fields correctly and that you have coverage on your bank account.

09. When will I be charged?

You will be charged as soon as you make 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. Why has my payment been declined?

Please make sure you have entered all the required details accurately. If you chose to pay with Credit Cards VISA or Mastercard, make sure that the card number, name of the card holder, expiration date and the three digit CVV-code on the back of your card is correct. If you have chosen PayPal Account, please check that the information is valid. For the Direct banking options Sofortüberweisung, GiroPay and EPS, please contact your bank to make sure you have enough coverage to your account and that you are able to make an online purchase.

11. How can I be sure that I made the right order?

Before you hit the “Buy” button please make sure that all your personal information is correct as well as the summary in your basket. After you have completed placing an order, you will receive a confirmation email with the same details regarding your order. Should you find that the information is missing or even wrong, please get in touch with Customer Service as soon as possible.

12. How do I cancel my order?

Please contact our Customer Service for any cancellation or changes to your order as soon as possible. We aim to ship all orders within a few hours from the time that you made the order, and if you wish to cancel later than that it is possible that your order has already left our warehouse and is on the way to your delivery address.

My Account

13. Do I have to create an account?

No, you can still make a purchase in our Webshop as a guest. The difference being that we will not store any username and password connected to your order. You have however the opportunity to save all of your data into an account for the future, which will make any 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 bar there is the option to “Log In” and set up your account or navigate to the Footer index and choose “My Account” and register with an email address and password of your choice. Also 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? Press the underlined “Forgot your password?” and a new link will be sent shortly to the email address you stated when you registered your account. Not getting the new link? Check your inbox, spam or trash folders.

16. What, if I have lost my password?

Under “My Account” in our footer index or “Log in” in our header bar you can press the underlined “Forgot your password?” and a new link will be sent shortly to the email address you stated when you registered your account. Not getting the new link? Check your inbox, spam or trash folders.

Shipping & Delivery

17. How long will I wait for my order?

We ship all orders with our logistics partner DHL. Depending on your location, the shipping time may take:

Germany: 1-3 working days
Europe: 2-6 working days
United States: 6-8 working days.

Remember that the delivery time is always dependant on your location and customs clearance (if applicable). If you have chosen your home address and are not at home when DHL arrives, a neighbour may collect your package and a delivery note will be put in your mailbox. Alternatively if you have chosen some other delivery address such as your work, a colleague may collect your package. Shipping is free of charge within the EU.

You can contact us via: webshop@mykita.com or +49 (0)30 204 566 371 (09:00-17:00 CET Monday-Friday)

18. How do I change my delivery address?

You are responsible for that the information you provided when you placed your order is accurate. Should you want to change a delivery address and we need to ship your package somewhere else than originally stated, you must pay for the new shipping fee as well.

19. Where is my order?

Please check the shipping confirmation email that we sent you after we packed and shipped your order with DHL. If you have not received this email, please check your trash or spam folder. In this email, we sent a tracking number for your specific order and with this tracking number you can check the status of your order as it is making its way to you.

You can contact us via: webshop@mykita.com or +49 (0)30 204 566 371 (09:00-17:00 CET Monday-Friday)

20. Do I need to be at home to wait for my delivery?

DHL will deliver the package to the shipping address you stated while placing your order. Should you not be able to collect it yourself, DHL may leave the package with a neighbour or a colleague at your work if that was the chosen address. A delivery note will be put in your mailbox so that you know it has been delivered successfully.

21. I have received the wrong item?

Please use the “return sheet” that was included in your shipment and follow the instructions. You can always contact our Customer Service.

22. What if an item is missing from my order?

Please get in touch with us as soon as possible so that we can supply the missing item. You can contact us via: webshop@mykita.com or +49 (0)30 204 566 371 (09:00-17:00 CET Monday-Friday)

23. There is something wrong with my glasses. What can I do?

Please contact our Customer Service and we will help you to make an inquiry about what has happened with your glasses. You can contact us via: webshop@mykita.com or +49 (0)30 204 566 371 (09:00-17:00 CET Monday-Friday)

24. 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 period. Please contact our Customer Service to make a pre-order inquiry of the glasses you are interested in.

Returns

25. I want to return my glasses, what is your return policy?

We offer a 14 days return policy, which means that you have the ability to try your product(s) on at home, and can send them back to us within 14 days - starting from the day that you received them to your address. 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 (shipping fee excluded) if the glasses are in the same condition as when you received them.

You can contact us via: webshop@mykita.com or +49 (0)30 204 566 371 (09:00-17:00 CET Monday-Friday)

26. How do I return something?

Please use the “return sheet” that was included in your shipment and follow our standard return procedures. Returns from Germany are free of charge.

27. I have lost my returns note. What to do?

Please contact our Customer Service and we will help you to make a full return back to us.

28. What can I do, if I have returned a pair of glasses and it was incorrectly refunded or replaced?

Please state your order number to our Customer Service and we will help you to investigate what has happened to see how we can help you in the most efficient way.

Using mykita.com

29. In which languages can I use mykita.com?

We provide English and German languages throughout our website. More languages will follow soon.

30. I am having problems accessing your website. What’s going on?

Our website works best if you have the latest version of your preferred Internet Browser installed. Also check which version you are using on your mobile and tablet. If you are experiencing a long loading time to access or even browse our website, it is possible we are currently working on making improvements.

31. I am not getting your newsletter. Why?

Under “My Account” on our website you can modify your Newsletter subscription. Please log in to check that you are subscribed. Also check your inbox, trash or spam folders, we recommend that you add our address to your trusted contact list to ensure the emails get straight to you in the future. If you recently subscribed to our Newsletter, it may take a few hours before our system has successfully added you to the mailing list.

32. How can I unsubscribe your newsletter?

Although we are sad to see you go, the fastest way to remove yourself from the Newsletter is to simply click on the “unsubscribe” link in the newsletter itself. You can always change your mind and log into your Account on our website to manage your Newsletter subscription.

33. How do I search for a pair of glasses?

Simply use our product search function, in the top right corner on our website there is a small logo for “Search”. Please type in the name of the frames that you are interested in.

34. Can I be anonymous?

Making a purchase through our Webshop requires you to leave personal information such as your Billing and Shipping address. Your personal details will only be handled by our Webshop team of professionals 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.

Contact

35. How do I get in touch with you?

If you want to speak with us directly, our Customer Service can be reached via the email address: webshop@mykita.com or via telephone +49 (0)30 20 45 66 371 every weekday from 10 am to 5 pm.

If you have any Press or B2B inquiries, please look for the specific contact details in the “service link” on mykita.com

36. Where can I find a MYKITA shop?

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

Shipping info

We ship all orders with our logistics partner DHL. Depending on your location, the shipping time may take:

Germany: 1-3 working days
Europe: 2-6 working days
United States: 6-8 working days

Once your order has been carefully packed and picked up by DHL from the MYKITA HAUS, we will send you a shipping confirmation email. Here you can find all information regarding your order, such as tracking number and status of your shipment.

Want to see the status of our order? Get your tracking number from your shipping confirmation email and follow the link.

You can contact us via: webshop@mykita.com or +49 (0)30 204 566 371 Monday - Friday 09:00-17:00 (CET).

Payments

We offer the following payment methods: VISA, Mastercard, Paypal, Sofortüberweisung, GiroPay, EPS, Dankort and iDeal.
Please note that we can only accept payments from 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 and United Kingdom.

  

If you have chosen to pay with credit cards VISA or Mastercard, please make sure that the information you have provided is correct and that all required fields are properly filled in. Should you encounter a refusal of your credit card, please check that you have:

  • A valid card that has not expired. Check the expiration date on the front of your card
  • That the name of the card matches the billing address you have provided
  • That your card has coverage and has not reached its credit limit. Contact your bank to make sure you have not exceeded the limit.

All payment methods on Mykita.com are provided by our payment provider Heidelpay and Hülleman & Strauss Onlineservices. All of the data is transmitted via SSL-encryption and credit card transactions can only be accepted through SET (Secure Electronic Transactions). 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 cannot provide tax-free orders.

Cancellation

UNHAPPY WITH YOUR GLASSES? LET US KNOW!

You can cancel your order. Find out more here.

Once the return has been approved, we will refund you using the same payment method you selected when you made your purchase. We will let you know as soon as we have made the full refund.

If you have been incorrectly refunded, please get in touch with our Customer Service as soon as possible and we will help you.

Please understand that we cannot accept returns to MYKITA Shops or opticians. For further information and questions, please contact our customer service team.

 
 
 
 
 
 
 
 
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MYKITA glasses & sunglasses