Legal Information
Returns & Refunds Policy
Your 14-day right to change your mind, and our commitment to your satisfaction
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Dispute Resolution Policy
How we handle and resolve customer disputes fairly and transparently
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We're committed to fair and transparent resolution of eyewear order issues, product defects, and customer complaints. Our dispute resolution process ensures every claim is reviewed fairly within 14 days, with options including full refund, replacement, or repair. Contact us first - direct communication resolves disputes faster and more fairly than chargebacks or payment processor disputes.
How to file a customer dispute
Email support@elevenspectacles.com as soon as you notice the issue. Contacting us early helps us resolve it quickly, but there is no deadline that limits your statutory rights: under EU law, you have a 2-year legal guarantee against non-conforming goods from delivery.
Include:
- Order number and purchase date
- Issue description
- Supporting photos or evidence
- Desired resolution
- Contact information
Acknowledgment
We confirm receipt of your complaint within 2 business days and assign a dedicated representative to handle your case.
Investigation
We assess your claim fairly within 5 business days, reviewing product condition, order details, evidence provided, and applicable consumer rights.
Resolution
We propose a fair resolution (refund, replacement, or repair) within 14 days based on our investigation findings.
Dispute resolution options available
Refund: Full purchase price + standard delivery + prepaid return shipping, processed within 14 days
Replacement: Same style or comparable alternative with free shipping both ways, within 3-5 business days
Repair: For minor defects or damage, we can arrange professional repair at no cost to you
What we accept
Product defects, non-conformity with description, missing items, damaged delivery, unauthorized charges, shipping delays, or service issues.
We don't accept disputes for:
- Items clearly worn or heavily used
- Customer-caused damage (drops, impacts, misuse)
- Items from unauthorized sellers
- Normal wear and tear
Not Sure if Your Claim Qualifies?
Contact us anyway. We'd rather help than deny a valid claim. Be honest about the situation, and we'll assess fairly.
Chargebacks & fraud
Contact us first before filing a chargeback. Why? Direct contact is faster (days vs. weeks), has higher approval rates, and builds trust.
If you file a chargeback without contacting us first:
- We'll dispute it professionally with documentation
- Resolution may take 60-90 days instead of 2 weeks
Fraud (false disputes, stolen items, return fraud, repeated false claims) results in:
- Account suspension
- Payment method blacklisting
- Report to payment processors
- Legal action where permitted
Escalation & mediation
Not satisfied with our decision?
- Appeal to management: Email with "Dispute Appeal" in subject. We reconsider within 7 business days.
- Out-of-court conciliation (ADR): refer the dispute free of charge to the conciliation commissions at the Bulgarian Commission for Consumer Protection – kzp.bg. We are willing to take part.
- Cross-border help: if you live in another EU country, the European Consumer Centre in your country can help free of charge.
- Court: you can always take your claim to court, including the courts of your country of residence.
The EU Online Dispute Resolution (ODR) platform was closed on 20 July 2025 and is no longer available.
Frequently asked questions
Contact us
Email: support@elevenspectacles.com
Subject: "Dispute - Your Order Number"
Response Time: Within 2 business days
Service Area: EU customers (Germany, France, Spain, Italy, and more)
Version: 2.0 | Last Updated: October 5, 2026