FAQ

Shipping + Payments

Please note that all orders ship within 48 hours if received by 12:00 noon EST. Orders received on weekends or holidays will be shipped out on the next business day.

All frame orders within the US offer free USPS Priority Mail shipping. Orders can be upgraded to 2-day domestic shipping at extra cost calculated at checkout. If you are looking to expedite your shipment further, please contact us at hello@cibelleeyewear.com after an order is placed and we will be happy to assist.

We will try to accommodate any changes to your order. However, request must be made before your order has been processed. Please reach out to us ASAP at hello@cibelleeyewear.com, so that we can correct your order prior to shipment.

International shipping is offered and will be calculated at the time of checkout. Please select DHL shipping option at checkout. In all cases, you are responsible for duties, taxes, and return expenses. Shipping time may vary by country.

Tracking information will be provided via email as soon as your item is in transit. In the event an incorrect shipping address is provided, please notify hello@cibelleeyewear.com immediately. A full shipping fee and a $10.00 administration charge will be collected to reroute a package already in transit.

Cibelle accepts FSA or HSA for all prescription eyewear as long as the payment method is associated with a major credit card. Please reach out to your insurance provider for qualifying purchases. To request an itemized invoice, please email hello@cibelleeyewear.com with your name and order number.

We’re sorry about that, we're human too! If you have received a damaged or incorrect item, please contact hello@cibelleeyewear.com with a photo of the damage or incorrect frame as well as your order number. We will be sure to rectify the situation as soon as possible!

Returns + Exchanges

In the event that you would like to return or exchange your new eyewear, please contact hello@cibelleeyewear.com within ten days of receiving your order and hold on to the original packaging because we’ll ask for that too. Exchanges are based on product availability, and may incur additional charges based on price. Note that Cibelle does not provide free returns on domestic and international orders - we are unable to provide labels for international returns/exchanges.

1. Email hello@cibelleeyewear.com with your name and order number.
2. A domestic prepaid return label will then be sent to you via email at a set price that will be discounted from the refund.
3. Print the label, adhere it to the box, and drop at the nearest USPS facility within 48 hours of receiving the label.
4. We’ll be in touch from there!
All returns take 5-10 business days to process once they arrive at Cibelle HQ. All refunds are issued to the original form of payment and may take up to 10 business days for your financial institution to process. Returns will have their shipping costs deducted from the refund amount. Failure to include all original packaging will result in a nominal fee deducted from the refund amount. Frames that have been worn, or adjusted in any way are not eligible for a refund and will be returned to the customer at the next available shipping opportunity.

Please email us at hello@cibelleeyewear with the purchaser’s full name and the names of the items you’d like to return. Frames that are received as gifts are only eligible for an exchange or store credit.

Due to the custom nature of prescription frames, Cibelle frames that have prescription lenses installed are final sale and cannot be returned.

Lenses

Each Cibelle frame is thoughtfully designed, with some styles handcrafted in special, limited production runs. This means that they are uniquely designed the way you see them and cannot be customized.

While we are currently unable to fulfill your lens prescription online, we recommend you take your Cibelle frames to your eye care professional and they will be able to insert your lenses.

Fit

We'd love to help! Reach out to a stylist anytime via email at hello@cibelleeyewear.com.

Let us know if there is anything in particular you are looking for in your eyewear (i.e.: optical vs. sun) or specific lifestyle information that would be important for us to know, such as the intended use of the frames: athletic, outdoor leisure, boating, driving, etc. We understand that ordering frames online can be difficult, and we are here to ensure that the process is as easy and enjoyable as possible!