Sustainable Eyewear
SE

Shopping cart

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Frequently asked questions

Orders



How can I cancel or change my order?

Send an email to service@dick-moby.com with your order nummer and we will handle your request.


Can I track my shipment?

If you want to track your order, you can send an email to service@dick-moby.com and we will send you your tracking code.


The colour that I want is not available anymore. What can I do?

Send an email at service@dick-moby.com and we will update you as soon as the glasses are back in stock.


Payment

What types of payment do you accept?

We accept the following payment types: Ideal, Pay Pal, Visa, MasterCard, American Express, Discover, JCB and Diners Club. All payments on www.dick-moby.com are via a secure SSL encrypted server from shopify.com.


What do I need to know when I pay with creditcard?

The shipping address must be identical to the creditcard owners address. We don't accept shipping address changes when paying with creditcard.


What do I need to know when I pay with PayPal?

The shipping address must be identical to the address in the Paypal account. This is a security requirement from Paypal. If the addresses don’t match the order will not be sent.


Shipping


Which countries do you ship to?

Austria, Belgium, Denmark, France, Germany, Ireland, Italy, Luxembourg, Monaco, Netherlands, Portugal, Spain, United Kingdom, Andorra, Bulgaria, Croatia, Cyprus, Czech Republic, Estonia, Finland, Gibraltar, Greece, Hungary, Israel, Latvia, Lithuania, Malta, Norway, Poland, Romania, Slovakia, Slovenia, Sweden, Switzerland, Turkey, Ukraine, Australia, Brazil, Canada, Hong Kong, Iceland, Indonesia, India, Japan, Malaysia, New Zealand, Singapore, Thailand, United States. Is your country not on the list? Send an email to dick@dick-moby.com and we will figure something out :).

How long does shipping take?

Europe: 1-6 working days. Rest of the world may take up to 4-8 working days depending on customs.

Do I pay shipping costs?

No, it's free :)



Please ensure you take into account any potential customs and import fees and taxes before you place your order. They are the responsibility of the customer and may be applied on orders shipped to countries outside the EU.


I did not receive my package, what can i do?

In case the carrier does not succeed in delivering the item to you because you weren't at home, please try reaching the carrier via email and/or telephone. If this is not solving the problem please contact us at service@dick-moby.com and we’ll help you.

If the carrier eventually ships the item back to us, and you still want to get the sunglasses, you'll have to pay  for the shipping costs. Otherwise we'll refund the full amount without the original shipment costs. 



Returns and Exchanges


What is your return policy?

If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange. To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. 


What do I need to do when I want to return my glasses?

To return your product, first send an email to service@dick-moby.com with your order number and request. After confirmation from us, you can send your product to: Dick Moby, Asterweg 20-M3, 1031 HN Amsterdam, The Netherlands and add the paperwork that was shipped along with the order for our reference. If you're returning from a country outside the EU, please state clearly on the parcel that the shipment is a RETURN ORDER. You will be responsible for the shipping costs for returning your item. The initial shipping costs will be refunded.


Do I need to use a trackable shipping service?

You should consider using a trackable shipping service or purchasing shipping insurance. We can’t guarantee that we will receive your returned item. Items lost in transportation will not be refunded.


What do i need to do when I want to exchange my glasses?

If your glasses are defective or damaged and within 14 days of receipt we can exchange them for the same glasses, if available. First send us an email at service@dick-moby.com and after confirmation from us you can mail the glasses to: Dick Moby, Asterweg 20-M3, 1031 HN Amsterdam, The Netherlands. We will refund you the extra shipping costs just send us your proof of payment.


The Product


What can I do if the glasses are askew?

It is possible that during transport temperature changes, the thermoplast acetate material of the frame bends or rotates on the nose bridge causing the frame to sit askew. No worries this happens sometimes with acetate frames. Any optician can easily fix this for you. Alternatively you can do this yourself by heating the frame under warm (not hot!) water for 10 seconds en carefully bend the frame straight. One of the characteristics of acetate is its flexibility. When heated you can change the position of the frame.



What kind of lenses do your glasses have?

All our sunglasses are provided with ZEISS lenses. With the new ZEISS sunglass lenses you will benefit from optical precision, visual clarity and offer 100% UV400 protection suitable for all conditions.


Which coatings do your lenses have?

All our ZEISS lenses feature an anti scratch and an anti reflective coating.


What is the best way to clean my lenses?

Use the smiley cleaning cloth made from recycled PET bottles that came with the frame. But any cotton cloth will do as well.


What are the frames made of?

Our black frames are made from 97%recycled acetate and our coloured frames are made from biodegradable acetate.


Where do the names of the frames come from?

The names of our frames are airport shortcodes. That’s because we came up with the idea of Dick Moby when we were on a surf trip. Our first frames are named after some of the airports we visited during that trip.


Are the frames available in different sizes?

No, all our styles are one size. You can find the measurements for our shapes on the product page, it is in millimetres.


Are the frames available in every color?

No, for every collection we choose a certain number of colours for every shape.


What is your cleaning cloth made of?

Our smiley cleaning cloth is made from recycled PET bottles.


What is the material of your case?

Our cases are made from recycled leather and natural latex.


Can a sunglass also be delivered as an optical glass?

No, but you can always ask your local optician to put optical glasses in your favourite sun frame. Every frame is RX ready.


Can't find the question or the answer you are looking for? Please don’t hesitate to contact us at service@dick-moby.com or call us at +31 (0) 20 210 31 35. 

 

DICK MOBY B.V.

Asterweg 20 (M3)
1031 HN Amsterdam
The Netherlands

E-mail: dick@dick-moby.com

Phone: +31 (0) 20 210 31 35

VAT: NL855543012B01

KVK: 64148823