---
title: "Frequently Asked Questions"
description: "Find answers to common questions about Eleven Spectacles, our products, and services"
canonical_url: "https://elevenspectacles.com/resources/support/faq"
last_updated: "2026-06-22"
---

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Everything you need to know about Eleven Spectacles – products, shipping, returns, warranty, care, and payments – in one place.

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## Our Products

<u-accordion :items="[{"label":"What is Eleven Spectacles?", "content": "Eleven Spectacles is a luxury eyewear brand specializing in premium titanium sunglasses with ZEISS lenses. We create timeless designs focused on exceptional optical quality, comfort, and craftsmanship for discerning EU customers."}, {"label": "What makes ZEISS lenses superior?", "content": "ZEISS brings 175+ years of optical innovation to every pair. Their lenses offer exceptional clarity, advanced UV protection, and anti-reflective coatings that reduce 99.5% of glare. Every pair includes ZEISS DuraVision coating for scratch resistance and enhanced visual performance."}, {"label": "Why titanium frames?", "content": "Titanium offers the best balance of durability and comfort. Our frames weigh just 18g, use aerospace-grade titanium for exceptional strength, and are naturally hypoallergenic – ideal for sensitive skin. Titanium is also more sustainable and longer-lasting than alternative materials."}]">



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## Shipping & Delivery

<u-accordion :items="[{"label":"How much does shipping cost?", "content": "Shipping is completely free across the EU – no hidden fees, no minimum order. We ship to all EU countries plus Switzerland, Norway, and Iceland."}, {"label": "How long does delivery take?", "content": "3-5 business days from order confirmation within the EU. Orders placed before 3 PM on weekdays are processed same-day. Weekend and late orders process the next business day."}, {"label": "Can I track my order?", "content": "Yes. You receive a tracking link via email as soon as your order ships with DPD or DHL. Real-time status updates are provided throughout transit."}, {"label": "Do you ship outside the EU?", "content": "Free shipping covers the EU, Switzerland, Norway, and Iceland. For other countries, contact support@elevenspectacles.com – we may be able to arrange delivery depending on your location."}]">



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## Returns & Warranty

<u-accordion :items="[{"label":"What is your return policy?", "content": "You have 14 days from delivery to return for any reason under EU consumer law. Your full refund is processed within 14 calendar days of us receiving the return. Return shipping is your responsibility unless the item is defective or we made an error."}, {"label": "How long is the warranty?", "content": "Every pair comes with a 2-year limited warranty covering manufacturing defects in titanium frames and ZEISS lenses. Under EU law, you also have statutory rights for a further 2 years. Repaired or replaced items receive a 6-month warranty on the repaired component."}, {"label": "What does the warranty cover?", "content": "The warranty covers frame defects, lens defects (delamination, coating failure), hinge problems, and assembly defects caused by manufacturing. It does not cover accidental damage, normal wear and tear, or misuse."}, {"label": "How do I make a warranty claim?", "content": "Email support@elevenspectacles.com with your order number and clear photos of the defect. We respond within 24 hours and resolve most claims within 5-10 business days via repair, replacement, or refund."}]">



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## Product Care

<u-accordion :items="[{"label":"How do I clean my sunglasses?", "content": "Rinse under lukewarm water first to remove loose dust. Apply the included lens cleaning spray lightly, then wipe gently with the microfiber cloth using circular motions from center outward. Never wipe dry lenses – always rinse first."}, {"label": "What should I avoid?", "content": "Never use paper towels, your shirt, alcohol, acetone, or harsh chemicals – they scratch or dissolve the lens coatings. Avoid extreme heat, direct prolonged sunlight, and leaving your sunglasses loose in a bag."}, {"label": "How should I store them?", "content": "Always use the included premium protective case. Store in a cool, dry place (15-25°C, 30-50% humidity). Keep away from car dashboards, bathrooms, and windows where heat or humidity can damage the frames and coatings."}, {"label": "What if I lose my microfiber cloth or cleaning spray?", "content": "Contact us at support@elevenspectacles.com and we will send a replacement. Do not substitute with other cloths – the microfiber is specially woven for your lenses."}]">



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## Payments

<u-accordion :items="[{"label":"What payment methods do you accept?", "content": "We accept Visa, Mastercard, American Express, Discover, Apple Pay, and Google Pay. All card payments are securely processed through Stripe, our PCI-DSS Level 1 compliant processor."}, {"label": "Is my payment information safe?", "content": "Yes. All transactions use HTTPS/TLS encryption. We never store your full card details on our servers – Stripe handles all payment data to the highest security standard. Apple Pay and Google Pay provide additional device-level security."}, {"label": "What currency are prices in?", "content": "All prices are in EUR (Euros). If paying from outside the Eurozone, your bank or payment provider handles currency conversion. Conversion fees (typically 1-3%) are set by your bank, not us."}, {"label": "Why was my payment declined?", "content": "Common reasons include incorrect card details, a billing address mismatch, or your bank flagging the transaction. Double-check your details, contact your bank, or try a different payment method. Email us if you need help."}]">



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## Need More Help?

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## Go Deeper

**Support Articles:**

- **Shipping & Delivery** – Shipping options, delivery times, and order tracking
- **Returns & Exchanges** – How to return or exchange your sunglasses
- **Limited Warranty** – 2-year warranty coverage details
- **Product Care** – How to clean, store, and maintain your eyewear
- **Payments Guide** – Payment methods, security, and troubleshooting

**Educational Guides:**

- **ZEISS Lens Technology** – What makes ZEISS lenses the benchmark for optical quality
- **Beta-Titanium: Engineering & Lifestyle** – The science and benefits of titanium frames
- **Eyewear Materials Hierarchy** – Titanium vs. other eyewear materials compared

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**Version:** 2.0 | **Last Updated:** June 22, 2026