FAQ

About Our Product – Handling and Care

01. MYKITA MYLON – Care Instructions

Use the accompanying MYKITA cleaning cloth or a similar gentle microfiber cleaning cloth for daily cleaning. Warm water can be used to remove most light stains or dirt from MYLON frames. In the case of stronger dirt stains or make up caught in the pores of the material, then please use a fine brush with warm water and a mild soap to clean the area.

Frames affected by persistent stains due to intensive heavy use or other factors can be cleaned in an ultrasonic bath if absolutely necessary. It is not recommended to use solvents or any other alcohol based cleaning agents for cleaning the frames, because these can damage the MYLON surface and silicone parts as well as the lenses.

02. MYKITA Stainless Steel Frames – Care instructions

Our products are handcrafted at our own manufactory in Berlin 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 MYKITA stainless steel frames, you should clean them completely and regularly using either the MYKITA 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 MYKITA Retailer. The authorised 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. Special tools are required for the assembly of MYKITA‘s stainless steel frames. Adjustment of the glasses should not be entrusted to a technician who does not use these tools. 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.

03. MYKITA 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.

MYKITA acetate frames can be cleaned of any foreign substances with the MYKITA 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 MYKITA 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 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.

04. 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 400 nm (UVA, UVB and UVC). In addition, they are coated multiple times on the inside, are highly break resistant to provide the best possible vision.

Enclosed in your MYKITA 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 polarised 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 MYKITA 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.

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 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 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 E-Shop is currently only available in Europe and USA. 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 on our E-Shop that are country-specific. You may pay with VISA and MasterCard, Paypal, Giropay, Austrian EPS, iDeal, Dankort or via instant bank transfer.



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 the European Union are shipped with DHL, all order within the United States are shipped with UPS.
Depending on your location, the shipping time may take:

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

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 is free within the EU. 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 (shipping fee excluded) 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.

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. 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?

If your order was delivered to Germany or the USA, the cost of the return is FREE. If you live outside of these countries, you must cover the cost of the returns yourself.

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?

If you bought your sunglasses in the E-Shop, the warranty is 24 months for material defects according to § 438 BGB in Germany.

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?

To contact the MYKITA Webshop team you can either send us an email to webshop@mykita.com or call us at +49 (0)30 20 45 66 371 (09.00 – 17.00 CET Monday to Friday).

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).

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 mail@mykita.com

If you have any press or B2B inquiries, please look for the specific contact details under the service link in the mykita.com footer.

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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MYKITA glasses & sunglasses