If you can’t find the information you’re looking for, please contact us at:firstname.lastname@example.org
Who is behind LARMA?
LARMA Studio was founded by designers Julia La Mendola and Ania Marincek, in 2021 in Geneva, Switzerland.
How can I reach out for press and media enquiries?
Please contact us at email@example.com
How can I contact the customer service?
You can contact us by email directly at firstname.lastname@example.org
We are open Monday - Friday 10am to 4pm GMT +1.
Where are LARMA sunglasses manufactured?
Our sunglasses are designed in Geneva and hand-made in Italy while acetate, our main material, is produced in French Jura.
Where can I try your sunglasses?
Have a look at our stockist list to find the nearest shop for you!
Where can I buy your products?
You can purchase our sunglasses collection directly here on our e-shop. You can also find our products at authorised opticians and selected concept stores. Find our stockist list here.
Is the case included?
Of course! With each pair of sunglasses you will receive a case, a cleaning cloth and a warranty certificate.
Will I receive the exact same product I have seen in your e-shop?
Yes, however please be aware that due to the recycled part in each sunglasses, some differences in the pattern and colour variation can happen. Nevertheless, that does not affect the product’s essential characteristics.
How can I keep my sunglasses in perfect condition?
Our products have been manufactured using high quality materials. To ensure their durability, please follow our Care guide that you will receive with each pair of sunglasses you purchase.
Do your sunglasses protect against the sun?
Our lenses pass all the required international standards of UV protection. However, they are not suitable for:
- Direct viewing of the sun
- Protection against sources of radiation other than natural sunlight
- Driving under low light conditions
Do you offer sunglasses with prescription glasses? / Can I put prescription lenses into my LARMA frames?
We do not! However, you can bring your LARMA sunglasses to your local optician who can replace the current lenses with your prescription ones.
Are your glasses available in different sizes?
We do not have different sizing for one model of sunglasses. However, our collection is composed of various shapes and styles of eyewear so we are convinced you will find the one that fits your face and your taste! Don’t hesitate to have a look at our stockist list to see if you have a store or optician selling LARMA nearby to try them on beforehand!
What payment methods do you accept?
LARMA accepts American Express, Discover, Maestro, MasterCard, Visa, PayPal and several other local debit cards and billing options.
All payment options available for each country are displayed at checkout when you have filled in the country you want delivery to.
Will there be any additional costs to my order?
When ordering within Switzerland and the EU, all extra fees such as tax and customs duties are included in the stated price.
Can I change the currency for my purchase?
Payment and refunds will be invoiced in Swiss Francs (CHF), Euros (EUR) or USD ($) according to your country of origin.
My credit/debit card was declined at checkout?
If your order attempt was declined, this can often be due to your bank. We suggest that you contact your bank or card-issuing company to ask if they have any kind of block on your card. If you receive another error message, please contact our customer service at email@example.com.
How do I know that my bank details are safe?
Our company uses the Stripe payment system. This platform is certified as a level 1 PCI service provider (the strictest certification level), created using single-use codes. For your security, Stripe will not save any data from your credit or debit card; rather this information will be stored on its system as encrypted data. You may read more about Stripe security on the following link: https://stripe.com/docs/security/stripe
Do I have to pay shipping costs?
Our deliveries are free of charge for Swiss and EU customers. For non-EU customers, an extra 20 CHF will be added for shipping. Discover our shipping and returns policy here.
How long does it take to receive my order?
This depends on the place you have chosen for the delivery. At the checkout, you can see the delivery options we offer to your address and the estimated delivery time.
For Switzerland up to 5 days
For EU up to 7 working days
For other countries please refer to our shipping and returns policy for more information.
For a more precise estimation, you will receive an email with your tracking number.
How do I track my order?
Once your order has been dispatched, you will receive a shipping confirmation email with your tracking number.
You can also easily follow your order on its way to you, by entering your tracking number at the courier’s website.
Is my package insured?
All items are insured against theft and accidental damage whilst in transit from our studio to the shipping address. Once your items have been delivered to the specified delivery address and signed for, they are no longer covered by insurance.
To which countries do you ship to?
Although we strive to provide worldwide shipping, our courier companies is currently unable to deliver to:
- North Korea
How do I cancel my online order or change the shipping address?
Unfortunately, you cannot update or cancel your order yourself, once it has been confirmed. Please contact us at firstname.lastname@example.org as soon as possible so we can proceed to the cancellation or modification before the order has shipped. Once you receive the email informing that your order has been dispatched, you will no longer be able to make any modifications or cancel the order. In this case, you must wait until you receive the package and then return it.
Do I have to pay for return shipping costs?
You will be responsible for paying the shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
If you need to make a return, please contact us first at the following email address: email@example.com and indicate the reason for the return and your order number.
I received the wrong product. What should I do?
If, at any time, by mistake you receive an article that you have not ordered, please contact our customer service at firstname.lastname@example.org within the first 15 days from receiving the package and we will replace it at no cost.
I’ve received my order but it is damaged/ faulty. How can I get a refund/ exchange?
If you received a damaged/faulty product, contact our customer service: email@example.com immediately after noticing any issue. Please send an email and don’t forget to send us a picture showing the default and forward your receipt and/or online order number. We need this information before we process your complaint.
For products purchased from our stockists and not directly on our website, we kindly ask you to contact them directly to help with a replacement.
If I am not satisfied with the product, will I receive a refund or will I have to change them for some other sunglasses?
If you are not satisfied with what you have received, we can either refund you or exchange your sunglasses for another model, but you must return the product first.
Can I return an article purchased at an optician’s or one of your stockists?
We only accept returns of articles purchased through our E-Shop LARMA Studio. Anything purchased from authorised sellers must be returned to the place of purchase.
How do I make a return?
If you need to return your item, please contact us at the following email address: firstname.lastname@example.org. In your email, please Indicate the reason for the return and your order number. We will then send you a label in PDF. Please place this on the package. Our customer service will authorise the return within a period of 30 days. If the reception date has passed more than 30 days, we will no longer be able to accept a return. The articles received without the prior authorisation from us will be returned to the sender.
Pack your product carefully in its original packing and make sure that it has not been damaged and it cannot be damaged during transport and that it retains its complete packaging. If possible reuse the same shipping box in order to avoid waste.
Please wait for the return authorisation before shipping the package.
When our Customer service has checked that the product is in perfect condition, you will receive the confirmation that your return has been accepted within a period of 7 days. We will then proceed with refunding your money in a maximum period of 15 days from the reception date of the returned package.
Will I be refunded the total amount of my money?
Yes, whenever your package reaches us with the product in perfect condition and with the original packaging (case, sleeve, cloth…).
If the sunglasses have been used or some element of the packaging is missing, your return will be rejected. (this does not apply to faulty products).
You have 30 days from the reception of your package to return the product. If you return your package outside this period or the product is not in the same condition in which it was sent to you, your return may be rejected.
How will my money be refunded if I return a product?
Your money will be refunded to you with the same method of payment used for the original order within an estimated period of 15 days from the moment we have checked and accepted your return, always depending on your bank. When we have proceeded with the refund of the amount for the articles, you will receive a notification by email.
How can I see if you have received my return package?
Please keep your tracking number until your return has been received and processed. LARMA is not liable for lost return packages without proof of return and tracking number. Please allow 10 working days for the return shipping to be processed.
Do you offer a warranty for your products?
We offer you a 12 months warranty from the reception of your order, covering any manufacturing defect that could have escaped our control. This doesn’t include any damage created by wearing or mistreatment.
If you notice any manufacturing defect within the warranty period, please contact our customer service email@example.com and we will arrange a return, free of charge and will replace them for a new pair.
How can I proceed with a repair?
We are currently not able to offer a repair service at the moment but we are working on it.
Please contact our customer service at firstname.lastname@example.org and we will be happy to assist you.
When will my pre-order ship?
The estimated delivery date can be seen on the product page and in the checkout process. For the first release of GENESIS, all parcels ordered during Pre-order sales should be dispatched after mid-May 2022.
What if I want to return a pre-order item?
Our regular return policy applies to pre-order items. You will have 30 days from when you receive the last item from your order to return any items from your order.