Refund policy

Withdrawal, returns and refunds

In short: you have 14 days to change your mind about any glasses from the catalogue, and all it takes is a button in your orders area. The only exception is glasses made to your own specification. Return shipping is at your expense, but if you bring the glasses back to the shop you pay nothing. Everything is set out in full below.

1. The right of withdrawal

If you are a Consumer, meaning a natural person acting for purposes outside any business, commercial, craft or professional activity you may carry out, you have the right to withdraw from the contract without giving any reason and without penalty, within fourteen (14) days of the day on which you, or a third party other than the carrier designated by you, receive the last product of the order (Articles 52 et seq. of the Italian Consumer Code, Legislative Decree 206/2005).

2. How to withdraw: the function on the website

The simplest and fastest way is the electronic withdrawal function on the website:

  1. Go to My account → Orders. If you bought without creating an account, use the link in your order confirmation e-mail, or sign in to the account area with your e-mail address: you will receive an access code.
  2. Open the order and choose “Request return”. If the order has not shipped yet, you will find “Cancel order” instead: it counts in exactly the same way.
  3. Check the details, which are already filled in from your order, and confirm on the next screen.
  4. You immediately receive an e-mail confirmation showing the date and time of your declaration. Keep it: it is your proof.

The function is available for the whole withdrawal period.

3. How to withdraw: other ways

You can also withdraw by any other unequivocal statement, by writing to creo@positanoglasses.com or by post to CREO Positano Glasses di Crescenzo Parlato, Via Cristoforo Colombo 163/A, 84017 Positano (SA), Italy. You may use the model form below, but you are not obliged to. The burden of proving that you exercised the right of withdrawal is on you, so keep the receipt or a copy of what you sent.

Model withdrawal form (Annex I, Part B, of the Italian Consumer Code)

To: CREO Positano Glasses di Crescenzo Parlato, Via Cristoforo Colombo 163/A, 84017 Positano (SA), Italy, creo@positanoglasses.com

I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods (*)

- Ordered on (*) / received on (*)
- Name of consumer(s)
- Address of consumer(s)
- Signature of consumer(s) (only if this form is notified on paper)
- Date

(*) Delete as appropriate.

4. When the right of withdrawal does not apply

Article 59(1)(c) of the Italian Consumer Code excludes the right of withdrawal for goods made to the consumer’s specifications or clearly personalised. At CREO the exclusion covers only:

  • glasses created with the “Create your CREO” configurator, where you decide the shape, lens width and measurements;
  • glasses with a personalised engraving of a name, a date or a text chosen by you;
  • glasses fitted with prescription lenses made to your prescription.

We tell you before you buy: it is written on the product page, in the order summary and in the order confirmation.

Everything else in the catalogue carries the full right of withdrawal. Every CREO frame is built by hand after you order it, and many are offered with a choice of lens colours or materials: this does not make them made-to-measure goods, and the fourteen days apply in full.

5. Sending the product back

You have fourteen (14) days from notifying your withdrawal to return the product. It must come back intact, with all its accessories and in its original packaging.

You have two options:

  • Hand it in at the shop in Positano, Via Cristoforo Colombo 163/A: free of charge, and we close the matter in a moment.
  • Ship it: the direct cost of returning the goods is at your expense. You can use the carrier you prefer; write to us at creo@positanoglasses.com and we will give you the exact address and instructions for packing the glasses safely.

If instead the product is defective, you pay nothing: return shipping is on us and the legal guarantee applies (see point 7).

You may try the glasses on as you would in a shop. You are, however, liable for any diminished value resulting from handling beyond what is necessary to establish their nature, characteristics and functioning: glasses worn for days, scratched or with damaged lenses do not come back in the condition in which they left.

6. The refund

We refund you within fourteen (14) days of receiving your withdrawal statement, using the same payment method you used, at no cost to you. We may withhold the refund until we have received the product back or until you have supplied evidence of having sent it.

The refund includes the price of the products and the standard delivery costs. If you chose a faster or more expensive delivery than the standard one offered, the difference remains at your expense.

If your purchase entitled you to a free gift or a promotional condition, the gift must be returned together with the product, otherwise its value is deducted from the refund.

7. Defective products are a different matter

Withdrawal is for changing your mind. If the product has a defect, the two-year legal guarantee of conformity applies: write to us and we will repair or replace it free of charge. The conditions are in Article 6 of the General Terms of Sale.

Remember too that we always repair, even outside the guarantee and even years later: hinges, temples, nose pads, screws, lenses. Before giving up on a pair of glasses, ask us for a quote.

8. Contact

CREO Positano Glasses di Crescenzo Parlato · Via Cristoforo Colombo 163/A, 84017 Positano (SA), Italy · VAT IT05475940655 · creo@positanoglasses.com · +39 339 3174554

This English version is provided for convenience; the Italian text prevails. Last updated: 29 September 2026.